YOUR PRIVACY IS OUR COMMITMENT. WE HANDLE YOUR PERSONAL INFORMATION WITH THE SAME CARE WE PUT INTO EVERY PRODUCT WE SELL.
This Privacy Policy explains how Dulora collects, uses, shares and protects your personal information when you visit our websites, buy from us, or contact us by phone, chat, email or social media.
Jump to your rights: Australia | New Zealand | UK and Europe | United States and other regions
1. Who We Are
Dulora operates through two companies, each responsible for (the "controller" of) personal information about its own customers:
- Customers in the United Kingdom and Europe: Dulora Limited, registered in England and Wales, company number 17037260.
- All other customers: Liquidleds Lighting Pty Ltd trading as Dulora, ABN 83 140 262 951, based in Australia.
This policy covers dulora.com.au, dulora.co.nz, dulora.co.uk, dulora.com and our related services. In this policy, "Dulora", "we" and "us" means whichever of these companies serves you.
2. Information We Collect
Information you give us: your name, email address, phone number, billing and delivery addresses, order details, account login details, messages you send us, product reviews, and, for trade customers, your business details.
Payment information: payments are processed securely by our payment and buy-now, pay-later providers. We don't see or store your full card details.
Information collected automatically: when you use our websites, we collect information such as your IP address, device and browser type, approximate location, the pages you visit and how you interact with them. We do this using cookies and similar technologies (see section 6).
Information from others: we may receive information from payment providers (for example, fraud checks), carriers (delivery updates) and advertising platforms (aggregated campaign performance).
3. How We Use Your Information
We use your personal information to:
- process, fulfil and deliver your orders, including returns, refunds and warranty claims
- provide customer support by phone, chat and email
- manage your account and any trade account
- send you marketing, where you've agreed to receive it (see section 7)
- show you relevant advertising and measure how well our advertising works
- understand how our websites are used and improve them
- prevent fraud and keep our websites secure
- meet our legal, tax and accounting obligations
For UK and European customers, the legal bases we rely on are: performing our contract with you (orders, delivery, support); our legitimate interests (improving our service, preventing fraud, and measuring advertising where consent isn't required); your consent (marketing emails and non-essential cookies); and legal obligations (tax and accounting records).
4. Who We Share It With
We share personal information only with organisations that help us run our business, and only as much as they need:
- E-commerce platform: Shopify, which hosts our websites and processes orders.
- Payments: our payment and buy now, pay later providers.
- Warehouses: our fulfilment partners in Sydney, Australia and Swindon, United Kingdom.
- Carriers: Australia Post, Direct Freight, DHL and other carriers that deliver your order.
- Customer support: our helpdesk, live chat and phone system providers.
- Reviews: our product review platform, when you leave a review.
- Marketing and analytics: advertising and analytics platforms such as Google, Meta and Pinterest, and our tracking tools.
- Accounting and professional advisers: our accounting software provider, accountants and legal advisers.
- Authorities: government agencies, regulators or courts, where the law requires it.
- Business changes: a buyer or successor, if all or part of our business is sold or restructured.
We never sell your personal information.
5. Overseas Transfers
Our service providers and some members of our team operate in other countries, so your personal information may be stored or accessed outside the country where you live. This includes Australia, the United States, Canada, the United Kingdom, the European Union and New Zealand. We take reasonable steps to make sure anyone we share information with protects it to the standard required by law.
Where personal information of UK or European customers is transferred to a country without an adequacy decision, we use approved safeguards such as the UK International Data Transfer Agreement or the EU Standard Contractual Clauses.
6. Cookies and Tracking
We use cookies and similar technologies to make our websites work (essential cookies), to understand how they're used (analytics cookies), and to show and measure relevant advertising (marketing cookies and pixels).
Where the law requires it, including in the UK and across Europe, we use analytics and marketing cookies only with your consent. You can accept or reject them using our cookie banner and change your choice at any time. You can also control cookies through your browser settings.
7. Marketing
We'll only send you marketing emails or messages if you've agreed to receive them, or where the law otherwise allows. Every marketing message includes an unsubscribe link, and you can opt out at any time. We'll still send you messages about your orders, such as confirmations and delivery updates.
8. Phone, Chat and AI Assistants
Calls to our phone lines and messages to our live chat may first be answered by an AI assistant. It processes what you say or type to answer your question or connect you with a member of our team, and you can ask to speak to a person at any time. Phone calls are not recorded. Chat and email conversations are kept as part of your support history.
9. How Long We Keep It
- Order, payment and tax records: 7 years, to meet our tax and accounting obligations.
- Customer accounts: until you ask us to close your account.
- Customer support records: 3 years from your last contact.
- Marketing preferences: until you unsubscribe. We keep a record of your opt-out so we don't contact you again.
- Cookies: as set out in our cookie banner.
10. Security
We protect your personal information with measures including encrypted connections, access limited to the team members and service providers who need it, and secure, reputable platforms. No system is completely secure, but we work to protect your information and will notify you and the relevant regulator of any serious data breach when required by law.
11. Children
Our websites and products are not directed at children under 16, and we don't knowingly collect their personal information.
12. Your Rights
You can ask us to access or correct your personal information at any time. Depending on where you live, you may have further rights, set out below. To make a request, contact our team. We may need to verify your identity before acting on it, and we'll respond within 30 days.
Australia
Under the Privacy Act 1988 and the Australian Privacy Principles, you can ask to access and correct the personal information we hold about you. If you have a privacy complaint, please contact us first, and we'll respond within 30 days. If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au.
New Zealand
Under the Privacy Act 2020, you can request access to and correction of the personal information we hold about you. If you're not satisfied with how we handle your information, you can complain to the Office of the Privacy Commissioner at privacy.org.nz.
United Kingdom and Europe
Under the UK GDPR and the EU GDPR, you have the right to:
- access the personal information we hold about you
- correct inaccurate information
- have your information deleted, in certain circumstances
- restrict or object to how we use your information, including for direct marketing
- receive your information in a portable format
- withdraw your consent at any time, where we rely on it
You also have the right to complain to a data protection regulator. In the UK, that's the Information Commissioner's Office at ico.org.uk. In the EU, you can contact the data protection authority in the country where you live.
[EU representative: to be added once appointed.]
United States and Other Regions
Depending on where you live, you may have rights to know what personal information we hold, to access, correct or delete it, and to opt out of targeted advertising. We don't sell personal information. You can opt out of advertising cookies using our cookie banner, and contact us to make any other request.
13. Changes to This Policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.
Last updated: 27 September 2026