Privacy Policy

Last updated: October 2026

Your privacy matters to us. This policy explains, in plain English, what personal information we collect, why, who we share it with and how you can access or correct it.

At a glance

We collect what we need to sell, deliver and look after your furniture: your contact details, address, order and claim information.
We don't store card details and don't keep copies of ID.
We share details with delivery, assembly and repair contractors, payment providers and the software we use, only as needed. We never sell your information.
Some of our team work from overseas, and some systems store data overseas.
We use cookies, Google and Meta for analytics and ads. You can opt out.
Email info@thefurniturepeople.com.au to access or correct your information, or to make a complaint.

Contents

1. About this policy

This policy explains how TFP AU PTY LTD (ABN 11 602 536 961), trading as The Furniture People, 3 Maldon Street, Broadmeadows VIC 3047 ("we", "us"), collects, uses, shares and protects your personal information. It applies whether you shop with us online, by phone or in our warehouse, or contact us about an order.

We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2. What we collect

Contact and identity details: your name, email address, phone number, and billing and delivery addresses.
Order details: what you bought, payments made, payment plans, delivery and pick-up arrangements, and your order history.
Delivery and access details: information about stairs, access and parking at your address, and photos of access you send us.
Communications: emails, live chat messages, website forms and phone calls. Calls may be recorded and tracked for quality, training and to understand how customers find us.
Photos and videos you send us for damage, warranty or assembly claims, or during a video call for a 100% Money Back Guarantee inspection. These may show the inside of your home, so we only use them for your claim or inspection.
Identity checks: at pick-up we may ask to see photo ID to match the name on the order. We only view it and don't copy it. For some interstate orders we may ask for a photo of your ID to help prevent fraud. We view it and then delete it.
Website and device information: through cookies and similar tools, such as pages viewed, products browsed, device and browser type, approximate location and how you arrived on our website (see section 8).
Marketing preferences: whether you've signed up to our newsletter or offers.

We don't collect or keep your card details. Card payments are processed directly by our bank's secure payment system, PayPal or Zip. We don't store card numbers.

3. How we collect it

Directly from you: when you place an order, create an account, contact us, fill in a form, sign up to our newsletter, or send us photos.
From our delivery, assembly and repair contractors, for example delivery confirmations or a repairer's report.
From payment providers (our bank, PayPal and Zip), who confirm whether a payment was made.
Automatically, through cookies and similar technologies on our website.

You can browse our website without telling us who you are. To buy from us, we need your name, contact details and an address for delivery or an invoice.

4. How we use it

To process your order, payments and payment plans, and send your invoice and order updates.
To arrange delivery, pick-up and assembly.
To handle damage, warranty and assembly claims, 100% Money Back Guarantee inspections, cancellations and refunds.
To prevent fraud and protect you and our business.
To answer your questions and improve our service, including training our team using past after-sales cases.
To send you marketing, if you've agreed (see section 7).
To understand how our website is used and to show you relevant ads (see section 8).
To meet our legal obligations, such as tax and consumer law record-keeping.

We only share the information each party needs to do its job:

Delivery and assembly contractors (removalists, couriers and assemblers): your name, delivery address, phone number and access details.
Repairers and technicians: your contact details and the photos or videos of the issue.
Manufacturers and suppliers: photos, product and serial number details for a claim. We don't usually share your contact details with them.
Payment providers: our bank, PayPal and Zip, to process payments and refunds.
Software and service providers that run our business systems: our website platform and hosting, inventory and order system, customer relationship system, email and newsletter tools, call tracking, cloud storage, and AI tools that help our team organise and draft replies to customer emails. They handle information for us and only as we instruct.
Advertising platforms (Google and Meta, which owns Facebook and Instagram): see sections 7 and 8.
Our professional advisers (accountants and lawyers), and government agencies, courts or police where the law requires or allows it.

We don't sell your personal information.

6. Overseas access and storage

Some members of our customer service and administration team work from outside Australia, in the Philippines, Vietnam, India, Mauritius and Bangladesh. They access customer information to help with orders, deliveries and after-sales enquiries.

Some of our software and service providers, including Google and Meta, store information on servers in other countries, including the United States.

We take reasonable steps to make sure anyone handling your information overseas protects it: access is limited to what each person needs for their role, and team members and contractors are bound by confidentiality obligations.

7. Marketing

We send marketing emails or SMS only if you've agreed, for example by signing up to our newsletter. Every message has an easy way to unsubscribe, or you can email us.
We may upload customer email addresses or phone numbers to Google and Meta in a scrambled ("hashed") form, so they can show our ads to existing customers or people like them, or stop showing ads you don't need. To opt out, email us and we'll remove your details from future uploads.
Unsubscribing from marketing doesn't stop emails about your order, such as invoices, delivery updates and claims.

8. Cookies, analytics and online advertising

Our website uses cookies and similar technologies, including:

Google Analytics and Google Tag Manager, to understand how our website is used.
Google Ads (including remarketing), to show our ads to people who have visited our website.
The Meta pixel, to show our ads on Facebook and Instagram and measure how they perform.
Call tracking, to see which ads or pages led to a phone call.

You can block or delete cookies in your browser settings, but some parts of our website, like the cart and checkout, may not work properly without them. To control ads:

9. Keeping your information secure

We use password-protected business systems, and limit access to the people who need it for their role.
We don't store card details, and we don't keep copies of ID.
If a data breach is likely to cause you serious harm, we'll tell you and the Office of the Australian Information Commissioner where required, and take steps to limit the harm.

10. How long we keep it

We keep order and payment records for at least 5 years, as tax law requires, and after-sales records for as long as your warranty or claim may need them. ID photos are deleted straight after we've viewed them. When we no longer need information, we delete it or remove anything that identifies you.

11. Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it, by emailing info@thefurniturepeople.com.au. We'll respond within 30 days. There's no charge. If we can't give you access, for example because the law doesn't allow it, we'll explain why.

12. Privacy questions and complaints

If you have a question or concern about how we've handled your personal information, email info@thefurniturepeople.com.au with "Privacy" in the subject line. We'll acknowledge your email within 24 hours and aim to resolve it within 30 days.

If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

13. Changes to this policy

We may update this policy from time to time. The current version is always on our website, with the date it was last updated.

14. Contact us

Email: info@thefurniturepeople.com.au (subject: Privacy)
Phone: (03) 9126 0397
Post: 3 Maldon Street, Broadmeadows VIC 3047