Privacy policy

Last updated: 22 July 2026

SIMCO Skincare respects your privacy and is committed to handling personal information carefully, transparently and responsibly.

SIMCO Skincare is operated by Susen Simcock as a sole trader in Western Australia. References in this Privacy Policy to “SIMCO Skincare”, “SIMCO”, “we”, “us” or “our” include products offered under the SIMCO Skincare brand and the SIMCO MAISON collection.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you:

• visit or shop through our website;
• create or use a customer account;
• purchase from our shopfront;
• place an order through social media, email, invoice or another approved channel;
• join our mailing list;
• enter a competition or promotion;
• submit a review;
• communicate with us; or
• otherwise interact with SIMCO Skincare.

This Privacy Policy should be read together with our Terms of Service, Shipping and Delivery Policy, and Returns, Refunds, Exchanges and Cancellations Policy.

1. What Is Personal Information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

Depending on how you interact with us, personal information may include your name, contact details, delivery address, order history, account details, communications, device information and shopping activity.

Some information, such as information about allergies, medical conditions or skin reactions, may be considered sensitive or health-related information. We only ask you to provide this information where it is reasonably necessary to respond to your enquiry or assist with a product-related concern.

2. Personal Information We Collect

Contact and identification information

We may collect:

• your name;
• email address;
• telephone number;
• billing address;
• delivery address;
• local pickup details; and
• business name and ABN where relevant to a wholesale enquiry or account.

Order and transaction information

We may collect:

• products purchased or considered;
• order numbers;
• payment status;
• billing and delivery information;
• discounts or gift cards used;
• delivery tracking information;
• return, exchange or refund information; and
• communications concerning an order.

Payment details are generally collected and processed directly by our payment providers. We do not ordinarily receive or store your complete credit or debit card number.

Customer account information

Where customer accounts are available, we may collect:

• account contact details;
• login or authentication information;
• saved addresses;
• order history;
• account preferences; and
• wishlist or saved-product information where available.

Customer-service information

When you contact us, we may collect:

• the contents of your enquiry;
• photographs or videos you provide;
• information about a product, delivery or order;
• details of a reaction, allergy, sensitivity or product concern;
• records of previous communications; and
• any other information you voluntarily provide.

Please avoid sending unnecessary medical, financial, identity or other highly sensitive information.

Reviews and user-generated content

Where you submit a review, photograph, video, comment or testimonial, we may collect:

• your name or chosen display name;
• review content;
• product information;
• photographs or videos;
• star ratings; and
• related order-verification information.

Reviews submitted for public publication may be visible to other people.

Marketing and promotional information

We may collect:

• your marketing subscription status;
• email engagement information;
• competition or giveaway entries;
• discount-code usage;
• communication preferences; and
• interactions with SIMCO advertisements or social-media content.

Website and device information

When you use our website, we and our service providers may automatically collect:

• IP address;
• browser type;
• device type;
• operating system;
• approximate location derived from an IP address;
• pages viewed;
• products viewed;
• cart activity;
• referring website;
• dates and times of visits;
• cookie identifiers; and
• interactions with advertisements, emails and website features.

3. How We Collect Personal Information

We may collect personal information in the following ways.

Directly from you

This includes when you:

• submit an order;
• create an account;
• contact us;
• shop at our shopfront;
• join our mailing list;
• submit a review;
• enter a promotion;
• request a refund or return;
• place a wholesale enquiry; or
• communicate with us through email, telephone or social media.

Automatically

We may collect website and device information through cookies, pixels, analytics tools and similar technologies.

From service providers and third parties

We may receive information from:

• Shopify and connected Shopify applications;
• payment providers;
• delivery providers;
• fraud-prevention and address-verification services;
• email-marketing platforms;
• review platforms;
• advertising and analytics providers;
• social-media platforms; and
• other providers that assist us in operating the business.

Where somebody purchases a gift or submits an order for another person, we may receive that recipient’s name, address and contact details from the purchaser.

4. Why We Collect and Use Personal Information

We may use personal information for the following purposes.

Process and fulfil orders

This includes using information to:

• accept and process payment;
• prepare and pack orders;
• arrange delivery or local pickup;
• provide tracking information;
• communicate about availability or substitutions;
• process returns, exchanges and refunds; and
• maintain transaction records.

Provide customer service

We may use information to:

• answer questions;
• investigate concerns;
• provide product information;
• respond to complaints;
• assist with damaged, faulty or missing products;
• assess reported reactions or safety concerns; and
• provide after-sales support.

Operate and improve our business

We may use information to:

• maintain the website;
• understand how customers use our website;
• improve products and services;
• manage stock and demand;
• evaluate advertising performance;
• maintain customer accounts;
• administer promotions;
• obtain customer feedback; and
• plan business and marketing activities.

Communicate with you

We may send:

• order confirmations;
• payment notifications;
• dispatch and tracking updates;
• local pickup notifications;
• responses to enquiries;
• product-safety or recall notices;
• account information; and
• other necessary service communications.

Marketing

Where permitted, we may use your information to:

• send newsletters, offers, product announcements and restock notifications;
• provide promotional messages;
• measure marketing performance;
• personalise website content or advertising; and
• create de-identified behind-the-scenes content showing products being made, prepared, wrapped or packed.

You may unsubscribe from marketing emails at any time by using the unsubscribe link in the message or contacting us.

Unsubscribing from marketing does not prevent us from sending necessary communications concerning an order, account, product-safety matter or customer-service enquiry.

Security and fraud prevention

We may use personal information to:

• verify orders;
• detect suspicious transactions;
• prevent fraud or misuse;
• protect customer accounts;
• investigate security incidents; and
• protect SIMCO, our customers and service providers.

Comply with legal obligations

We may use or retain information where reasonably necessary to:

• comply with tax, accounting and record-keeping requirements;
• respond to lawful requests;
• manage disputes;
• enforce our terms and policies;
• handle product recalls or safety issues; and
• establish, exercise or defend legal claims.

5. Health-Related and Sensitive Information

You may voluntarily provide information about allergies, sensitivities, skin reactions or health matters when asking about a product or reporting a concern.

Where we receive this information, we will generally use it only to:

• respond to your enquiry;
• investigate the reported concern;
• recommend that you stop using a product where appropriate;
• identify a possible product-safety issue;
• arrange an appropriate customer-service solution; or
• comply with a legal or safety obligation.

We do not use voluntarily supplied health-related information for advertising or unrelated marketing without express permission.

SIMCO does not provide medical diagnoses or medical treatment. Serious or persistent reactions should be discussed with an appropriately qualified health professional.

6. Cookies and Similar Technologies

Our website and connected service providers may use cookies, pixels and similar technologies.

These technologies may be used to:

• keep the website functioning;
• remember your cart and preferences;
• enable customer accounts;
• process checkout;
• maintain website security;
• understand website traffic and usage;
• measure advertising performance;
• personalise website content; and
• display advertising on other platforms.

Some cookies are necessary for the website to function. Other cookies may relate to analytics, personalisation or advertising.

Where our website presents a cookie-preference tool, you may use it to manage available cookie choices. You may also adjust your browser settings to block or delete cookies.

Blocking certain cookies may prevent some website features from operating properly.

7. Marketing and Advertising Partners

We may work with advertising, social-media and analytics providers such as Google, Meta, TikTok, Shopify and similar platforms.

Depending on your cookie preferences and applicable law, these providers may receive limited information such as:

• cookie or device identifiers;
• IP address;
• pages or products viewed;
• cart activity;
• purchase events;
• general location information; and
• interactions with advertisements.

This information helps us measure campaigns, understand customer activity and display more relevant advertising.

We do not sell personal information to third parties for money. However, limited information may be disclosed to advertising and analytics providers as described above.

You may be able to manage personalised advertising through:

• our website cookie settings, where available;
• your browser settings;
• the privacy settings of the relevant social-media or advertising platform; and
• applicable device privacy controls.

8. Email Marketing

We may use an email-marketing provider to manage newsletters, promotions and automated customer communications.

Marketing messages will be sent where:

• you have subscribed;
• you have otherwise consented;
• we are otherwise permitted to send the communication; or
• the message is a necessary transactional or service communication rather than marketing.

Marketing emails will identify SIMCO Skincare and provide an unsubscribe method.

We will not require you to remain subscribed to marketing communications as a condition of purchasing products from us.

9. How We Disclose Personal Information

We may disclose personal information to service providers where reasonably necessary to operate SIMCO.

Website and ecommerce providers

This may include Shopify and applications connected to our Shopify store.

Payment providers

This may include providers that process card payments, PayPal, Shop Pay, Afterpay, Zip and other checkout methods offered at the time of purchase.

Delivery providers

This may include Australia Post, SellerDash and other postal, courier, tracking or fulfilment services.

Delivery providers receive the information necessary to deliver an order, which may include your name, address, telephone number, email address, customs information and order value where required.

Communications and marketing providers

This may include email-marketing services, social-media platforms, advertising networks and analytics services.

Review and feedback providers

This may include platforms used to collect, verify, publish or manage customer reviews.

Professional advisers and business-service providers

This may include accountants, bookkeepers, legal advisers, insurers, information-technology providers and other professional services.

Authorities and other parties

We may disclose personal information where:

• required or authorised by law;
• necessary to respond to a lawful request;
• reasonably necessary to investigate fraud or unlawful conduct;
• necessary to manage a product-safety concern;
• required to protect legal rights; or
• connected with a sale, restructuring or transfer of the business, subject to appropriate confidentiality and legal requirements.

We do not disclose more information than is reasonably necessary for the relevant purpose.

10. Overseas Disclosure and Storage

SIMCO is based in Australia, but some service providers and their related companies or subcontractors may store or process information outside Australia.

Depending on the services used, overseas recipients or processing locations may include:

• New Zealand;
• Canada;
• the United States;
• the United Kingdom;
• countries within the European Economic Area; and
• other countries in which a service provider or its subcontractors operate.

Overseas processing may occur through ecommerce hosting, payment processing, email marketing, website analytics, social media, advertising or review services.

We take reasonable steps appropriate to our business and the circumstances to work with reputable providers and protect personal information. However, privacy and data-protection laws in another country may differ from Australian or New Zealand laws.

11. Public Reviews and Social Media

Information posted publicly through:

• product reviews;
• website comments;
• social-media comments;
• tagged posts;
• public messages; or
• other public areas

may be visible, copied or used by other people.

Please do not include private, sensitive or unnecessary personal information in a public review or comment.

Submitting a review does not automatically give us permission to use an identifiable photograph or video in paid advertising. We will seek separate permission where appropriate unless that intended use was clearly disclosed when the content was provided.

12. Behind-the-Scenes and Order-Packing Content

We may photograph or film products being made, prepared, wrapped or packed for behind-the-scenes, social-media and marketing content.

We take reasonable steps to ensure that personal information is not visible or disclosed in this content. This includes:

• surnames;
• delivery and billing addresses;
• telephone numbers;
• email addresses;
• order numbers;
• invoices;
• shipping labels;
• payment information; and
• other information that could reasonably identify a customer.

We may show the products included in an order without identifying the person who placed the order.

We will only mention a customer’s first name, show a personalised message or otherwise present an order in a way that could reasonably identify the customer where the customer has provided separate and voluntary permission.

Placing an order with SIMCO Skincare does not, by itself, constitute permission to be named, identified or featured publicly.

Permission may be requested through email, social media, an optional order feature or another separate communication. Declining permission will not affect the customer’s order, service or ability to purchase from us.

Where permission has been provided, the customer may withdraw it at any time before the content is published by contacting us.

Where a withdrawal request is received after publication, we will take reasonable steps to remove the content from channels under our control. However, we may not be able to remove screenshots, downloads, reposts or copies independently saved or shared by other people.

13. Third-Party Websites and Services

Our website may contain links to third-party websites, social-media platforms, payment providers or other services.

Those third parties operate independently and have their own privacy policies and security practices.

We are not responsible for the privacy practices or content of an independent third-party website merely because it is linked from our website.

You should review the privacy information provided by the relevant third party before supplying personal information directly to it.

14. Protecting Personal Information

We take reasonable steps appropriate to the size and nature of our business to protect personal information from:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

Measures may include:

• password and account controls;
• restricted administrative access;
• secure ecommerce and payment providers;
• software updates;
• two-factor authentication where available;
• secure record storage; and
• limiting access to people who reasonably require it.

No online transmission or storage system can be guaranteed to be completely secure.

You are responsible for keeping customer-account login details confidential and notifying us if you suspect unauthorised access.

15. Data Breaches

Where we become aware of a suspected data breach, we will take reasonable steps to:

• contain the incident;
• investigate what occurred;
• assess the potential risk;
• reduce possible harm; and
• notify affected individuals or regulators where required by applicable law.

16. How Long We Retain Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as required by law.

Retention periods may depend on:

• whether an order or account remains active;
• taxation and accounting requirements;
• customer-service needs;
• product-safety considerations;
• fraud-prevention requirements;
• warranty or consumer claims;
• dispute-resolution needs; and
• legal record-keeping obligations.

When information is no longer reasonably required, we will take reasonable steps to delete it, destroy it or de-identify it, subject to legal and technical limitations.

Unsubscribing from marketing does not necessarily require deletion of transaction records or other information that we must reasonably retain.

17. Accessing and Correcting Your Information

You may contact us to request:

• access to personal information we hold about you;
• correction of information that is inaccurate, incomplete or out of date;
• deletion of information where applicable;
• withdrawal of a consent you previously provided; or
• information about how your personal information has been handled.

Some requests may be limited where:

• we are required to retain the information;
• deletion would affect another person’s rights;
• the request is unlawful, fraudulent or unreasonable;
• an exception under applicable law applies; or
• we need the information to complete an order or resolve a dispute.

We may request reasonable information to verify your identity before providing access or making a change.

Where we cannot fulfil a request, we will explain the reason where required and reasonably practicable.

18. New Zealand Customers

Where New Zealand privacy law applies, New Zealand customers may have rights to request access to and correction of their personal information and to complain about how it has been handled.

These rights remain subject to applicable exceptions and identity-verification requirements.

Nothing in this Privacy Policy is intended to limit a right that cannot lawfully be excluded under applicable New Zealand privacy law.

19. Children’s Privacy

Our website and products are not directed specifically at children under 16.

We do not knowingly collect personal information directly from a child under 16 without appropriate permission where permission is required.

A parent or guardian who believes a child has provided personal information to us may contact us so that we can review and, where appropriate, delete the information.

20. Privacy Complaints

Questions or complaints about privacy should first be directed to SIMCO Skincare using the contact information below.

Please include:

• your name and contact details;
• a description of your concern;
• relevant dates or order details; and
• the outcome you are seeking.

We will acknowledge and investigate the matter within a reasonable period.

Where applicable, you may also be entitled to contact:

• the Office of the Australian Information Commissioner; or
• the Office of the Privacy Commissioner in New Zealand.

21. Changes to This Privacy Policy

We may update this Privacy Policy to reflect:

• changes to our business;
• changes to the website or connected applications;
• changes to payment, advertising or delivery services;
• changes to privacy practices; or
• changes to applicable law.

The updated policy will be published on our website with a revised “last updated” date.

Material changes will apply from the date the updated policy is published, unless applicable law requires another form of notice.

22. Contact Us

Privacy enquiries, access or correction requests and complaints may be sent to:

SIMCO Skincare
Privacy contact: Susen Simcock
Email: contact@simcoskincare.com.au
Website: www.simcoskincare.com.au
Location: Western Australia, Australia