Privacy Policy

This Privacy Policy describes how Luna Mae (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from www.luna-mae.com (the "Site") or otherwise communicate with us regarding the Site (collectively, the "Services"). Luna Mae is the trading name of Velo Goods Retail, located at Wilderbeekstraat 40, 5931KW, Tegelen, The Netherlands

For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

We handle your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site and update the "Last updated" date. We encourage you to review this policy periodically.

How We Collect and Use Your Personal Information

To provide the Services, we collect personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.

In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide or improve the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

What Personal Information We Collect

The types of personal information we obtain about you depends on how you interact with our Site and use our Services. The following sections describe the categories and specific types of personal information we collect.

Information We Collect Directly from You

Information that you directly submit to us through our Services may include:

Contact details including your name, address, phone number, and email.
Order information including your name, billing address, shipping address, payment confirmation, email address, and phone number.
Account information including your username, password, security questions and other information used for account security purposes.
Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.

Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.

Information We Collect about Your Usage

We may also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.

Information We Obtain from Third Parties

We may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:

Companies who support our Site and Services, such as Shopify.
Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment in order to fulfil your orders and provide you with products or services you have requested, in order to perform our contract with you.
When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.

Any information we obtain from third parties will be treated in accordance with this Privacy Policy.

How We Use Your Personal Information

We collect and use your personal information for the following purposes, in accordance with APP 3 (Collection) and APP 6 (Use or Disclosure):

Providing Products and Services. We use your personal information to provide you with the Services, including to process your payments, fulfil your orders, send notifications related to your account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and other features and functionalities related to your account.
Marketing and Advertising. We may use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites. You can opt out of marketing communications at any time (see "Your Rights" below).
Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity.
Communicating with You and Service Improvement. We use your personal information to provide you with customer support and improve our Services.

Cookies

We use cookies and similar technologies on our Site to enhance your browsing experience, analyse website performance, and support our marketing efforts. The types of cookies we use include:

Essential cookies: Required for the website to function properly, including shopping cart functionality, secure checkout, and session management. These cookies are set by Shopify and cannot be disabled.
Analytics cookies: Used to understand how visitors interact with our website. We use Google Analytics (GA4) and Shopify Analytics for this purpose. These cookies collect anonymised data such as pages visited, time on site, and referral sources.
Marketing cookies: Used to deliver relevant advertisements and measure the effectiveness of our marketing campaigns. We use tools such as the Meta Pixel (Facebook/Instagram) and Klaviyo tracking for this purpose.

Most browsers automatically accept cookies by default, but you can choose to set your browser to remove or reject cookies through your browser controls. You can also manage your cookie preferences through our cookie consent banner. Please keep in mind that removing or blocking cookies can negatively impact your user experience and may cause some of the Services to work incorrectly or no longer be available.

Cookies that collect personal information are subject to the Australian Privacy Principles.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for the purposes described in this Privacy Policy. Such circumstances may include:

With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and shipping).
With business and marketing partners to provide services and advertise to you. Our business and marketing partners will use your information in accordance with their own privacy notices.
When you direct, request us or otherwise consent to our disclosure of certain information to third parties.
With our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.
In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations, to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

We do not sell, rent, or trade your personal information to third parties for their own marketing purposes.

Overseas Disclosure

In accordance with APP 8 (Cross-border Disclosure), we inform you that your personal information may be disclosed to, or processed by, organisations located outside of Australia. This may include service providers and partners located in countries such as the United States, Ireland, and the Netherlands.

We take reasonable steps to ensure that overseas recipients handle your personal information in accordance with the Australian Privacy Principles. By providing us with your personal information, you consent to this overseas disclosure.

Third-Party Websites and Links

Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites.

Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. As a general guide:

Order and transaction data: retained for a minimum of 7 years to comply with tax and accounting obligations.
Account data: retained until you request deletion of your account.
Marketing data: retained until you unsubscribe, after which your email address is removed from our active mailing list.
Analytics data: retained in anonymised or aggregated form.

When your data is no longer needed, it is securely deleted or anonymised.

Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Security measures include SSL/TLS encryption on our website, secure payment processing through PCI-DSS compliant providers, and restricted access to personal information within our organisation.

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." We recommend that you do not use insecure channels to communicate sensitive or confidential information to us.

Data Breaches

In the event of a data breach that is likely to result in serious harm, we will comply with the Notifiable Data Breaches (NDB) scheme under the Privacy Amendment (Notifiable Data Breaches) Act 2017. This means we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required.

Direct Marketing and Your Right to Opt Out

We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you, or by contacting us at support@luna-mae.com. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made. This is in accordance with the Spam Act 2003 (Cth).

Your Rights

Under the Australian Privacy Principles, you have the right to:

Access the personal information we hold about you (APP 12).
Request correction of any inaccurate or incomplete personal information (APP 13).
Request deletion of your personal information, subject to any legal obligations that require us to retain it.
Opt out of direct marketing at any time.
Lodge a complaint if you believe we have handled your personal information in breach of the Australian Privacy Principles.

You may exercise any of these rights by contacting us at support@luna-mae.com or via our Contact page. We will respond to your request within 30 days.

We will not discriminate against you for exercising any of these rights. We may need to collect information from you to verify your identity before providing a substantive response to the request.

Complaints

If you have complaints about how we process your personal information, please contact us at support@luna-mae.com or via our Contact page. We will acknowledge your complaint promptly and aim to resolve it within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au

Questions?

Visit our Frequently Asked Questions page or contact our customer service team. For more information about how we operate, please see our Terms of Service and Payment Policy.

Last updated: 07 May 2026

Contact

Store name: Luna Mae

Business Name: Velo Goods Retail

Address: Wilderbeekstraat 40, 5931KW, Tegelen, The Netherlands

E-mail: support@luna-mae.com

Contact form: Contact

Phone: +31683001207

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST)

We aim to respond to all enquiries within 24 hours.