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Promotional Products - Privacy Policy - Merchandise Up

Our Privacy Policy

Last updated: July 2026

​This Privacy Policy explains how Merchandise Up collects, holds, uses and discloses personal information.

 

In this Privacy Policy, Merchandise Up is referred to as “we”, “us” or “our”.

 

We respect your privacy and are committed to handling personal information responsibly, transparently and securely.

 

This Privacy Policy applies when you:

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  • visit merchandiseup.com.au or another website operated by us;

  • submit a contact, quote or order form;

  • request product recommendations;

  • communicate with us by email, telephone, social media or another channel;

  • request a sample;

  • accept a quotation or place an order;

  • subscribe to our newsletter or promotional communications;

  • enter a promotion or claim an offer;

  • supply artwork, delivery details or recipient information;

  • apply to work with us;

  • act as a supplier, contractor or business contact; or

  • otherwise interact with Merchandise Up.

 

We aim to handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable privacy, marketing and communications laws.

 

Where the Privacy Act does not legally apply to a particular interaction, we will still endeavour to handle personal information consistently with the principles described in this Policy.

What is personal information?

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

 

It may include information such as a person’s:

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  • name;

  • business or organisation;

  • position or job title;

  • telephone number;

  • email address;

  • postal or delivery address;

  • billing information;

  • correspondence with us;

  • online activity; and

  • purchasing or enquiry history.

 

Information about a company or organisation is not generally personal information unless it identifies or can reasonably identify an individual.

What personal information we collect

The personal information we collect depends on how you interact with us.

 

Contact and identification information

 

We may collect:

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  • your name;

  • business or organisation name;

  • position or department;

  • email address;

  • telephone number;

  • billing address;

  • postal address;

  • delivery address;

  • social media username; and

  • other contact details you provide.

 

Enquiry and project information

 

When you submit an enquiry, request product recommendations or ask for a quotation, we may collect:

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  • your product interests;

  • required quantities;

  • estimated budget;

  • campaign or event details;

  • required delivery date;

  • target audience;

  • branding requirements;

  • preferred colours or materials;

  • sustainability or procurement requirements;

  • details of previous orders;

  • samples requested;

  • questions, instructions and feedback; and

  • any other project information you provide.

 

Order and transaction information

 

When you place an order, we may collect:

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  • products ordered;

  • order value;

  • quantities;

  • branding details;

  • artwork approvals;

  • purchase order numbers;

  • invoice details;

  • payment status;

  • delivery instructions;

  • transaction records;

  • complaint and return information; and

  • communications relating to the order.

 

Artwork and branding information

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We may collect or receive:

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  • logos;

  • trademarks;

  • brand guidelines;

  • graphic files;

  • photographs;

  • names and personalisation details;

  • employee, participant or recipient details;

  • campaign information;

  • event details; and

  • other materials supplied for product customisation.

 

Artwork may sometimes contain personal information, particularly where products are individually named or personalised.

 

Payment information

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Payments may be processed by banks, payment gateways or other payment service providers.

 

Depending on the payment method, we may receive limited payment information such as:

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  • the payer’s name;

  • billing details;

  • transaction reference;

  • payment date;

  • amount paid; and

  • payment status.

 

We do not generally retain complete payment-card details where payments are processed through a third-party payment provider.

 

Do not send full credit or debit card details to us by ordinary email unless we have expressly provided a secure method for doing so.

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Website and technical information

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When you visit our Website, our service providers or we may automatically collect:

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  • IP address;

  • browser type;

  • device type;

  • operating system;

  • approximate location;

  • referring website;

  • pages viewed;

  • links clicked;

  • search activity;

  • time spent on pages;

  • form interactions;

  • advertising identifiers;

  • cookie identifiers;

  • session information; and

  • other technical and usage data.

 

This information may be collected through cookies, pixels, tags, analytics tools, server logs and similar technologies.

 

Marketing information

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We may collect:

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  • your newsletter subscription status;

  • marketing preferences;

  • consent records;

  • email open and click activity;

  • promotion participation;

  • discount codes requested or used;

  • products or categories viewed;

  • advertising interactions; and

  • unsubscribe requests.

 

Supplier and business contact information

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If you work for a supplier, production partner, courier, agency, contractor or professional adviser, we may collect:

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  • your name;

  • organisation;

  • position;

  • contact details;

  • quotation and pricing information;

  • payment details;

  • products or services supplied;

  • contractual communications; and

  • records relating to our business relationship.

 

Employment information

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If you apply for employment or contract work with us, we may collect:

 

  • your name and contact details;

  • employment history;

  • qualifications;

  • résumé;

  • references;

  • work rights;

  • interview notes; and

  • other information relevant to your application.

Sensitive information

Sensitive information includes information about matters such as health, race, ethnicity, political opinions, religious beliefs, trade union membership, sexual orientation, criminal records and biometric information.

 

We do not generally need to collect sensitive information.

 

Please avoid sending sensitive information unless it is reasonably necessary for your enquiry or order.

 

Where sensitive information is reasonably necessary, we will generally collect it with your consent or where otherwise permitted by law.

 

For example, limited health or allergy information may be provided when you ask us to source food, confectionery, personal care or accessibility-related products for a particular recipient. Where possible, provide the requirement without identifying the individual concerned.

How we collect personal information

We generally collect personal information directly from you when you:

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  • complete a Website form;

  • subscribe to our newsletter;

  • claim an offer or discount;

  • request a quotation;

  • submit an order;

  • approve artwork;

  • upload a file;

  • request a sample;

  • telephone or email us;

  • communicate through social media;

  • respond to a survey;

  • provide feedback or a review;

  • make a payment; or

  • otherwise communicate with us.

 

We may also collect personal information from:

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  • your employer or organisation;

  • an agency acting on your behalf;

  • another person involved in your project;

  • publicly available business directories;

  • public websites and social media profiles;

  • our suppliers and production partners;

  • couriers and logistics providers;

  • payment providers;

  • analytics and advertising providers;

  • fraud-prevention and identity-verification providers;

  • event organisers;

  • professional advisers; and

  • other third parties where permitted by law.

 

If you provide personal information about another person, you should ensure that:

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  • you are authorised to provide it;

  • the person is aware of the disclosure where appropriate; and

  • we may use the information for the purposes described in this Privacy Policy.

Can you interact with us anonymously?

You may browse much of our Website without identifying yourself.

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You may also make a general enquiry anonymously or using a pseudonym where practical.

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However, we may need your identity and contact details to:

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  • prepare an accurate quotation;

  • recommend suitable products;

  • provide samples;

  • verify an order;

  • process payment;

  • prepare personalised artwork;

  • deliver products;

  • investigate a complaint;

  • comply with legal obligations; or

  • provide another requested service.

 

If you do not provide information we reasonably require, we may be unable to respond fully or provide the requested products or services.

Why we collect, use and disclose personal information

We may collect, use and disclose personal information to:

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  • respond to enquiries;

  • provide product recommendations;

  • prepare quotations;

  • process and manage orders;

  • create and revise artwork proofs;

  • arrange samples;

  • source and customise products;

  • communicate with suppliers and factories;

  • process payments;

  • issue invoices and receipts;

  • arrange production and delivery;

  • provide updates about an order;

  • manage complaints, returns and quality concerns;

  • provide customer service;

  • maintain order and production records;

  • manage our customer relationships;

  • administer promotions, offers and discount codes;

  • send marketing where permitted;

  • improve our Website, products and services;

  • analyse Website traffic and user behaviour;

  • measure advertising performance;

  • personalise Website and advertising content;

  • prevent fraud and misuse;

  • maintain the security of our systems;

  • manage suppliers and contractors;

  • recover outstanding amounts;

  • obtain legal, accounting and professional advice;

  • meet insurance requirements;

  • comply with legal and regulatory obligations; and

  • establish, exercise or defend legal claims.

 

We may also use personal information for another purpose where:

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  • you have consented;

  • you would reasonably expect us to do so and the purpose is related to the original purpose of the collection; or

  • the use or disclosure is otherwise permitted or required by law.

Payment Methods

Quotations, artwork and order processing

To prepare and fulfil an order, we may provide relevant information to:

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  • product suppliers;

  • manufacturers;

  • printing and branding facilities;

  • embroidery providers;

  • artwork and design contractors;

  • packaging providers;

  • warehousing providers;

  • freight brokers;

  • couriers; and

  • other production partners.

 

Information shared may include:

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  • your organisation’s name;

  • logo and artwork;

  • branding instructions;

  • product specifications;

  • delivery details;

  • recipient or contact name;

  • telephone number;

  • order number; and

  • other information reasonably required to produce and deliver the order.

 

We aim to share only information reasonably necessary for the relevant provider to perform its role.

 

Factories and suppliers do not generally need your full customer correspondence, payment information or unrelated personal details.

Individually personalised products

Some orders may involve products personalised with individual information, such as:

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  • employee names;

  • attendee names;

  • membership numbers;

  • team details;

  • individual addresses;

  • award information; or

  • variable artwork.

 

You are responsible for ensuring that you are authorised to provide this information to us and that it is accurate.

 

We will use individually supplied data only for the purpose of preparing, producing, checking and delivering the relevant order, unless another use is authorised or required by law.

 

Where practical, we recommend:

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  • providing only the information required;

  • avoiding unnecessary sensitive information;

  • using secure file-transfer methods;

  • checking all data before submission; and

  • telling us when the data may be deleted after production.

Direct Marketing

We may send you marketing communications about:

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  • new promotional products;

  • seasonal merchandise;

  • product inspiration;

  • purchasing guides;

  • special offers;

  • subscriber discounts;

  • company news;

  • related products or services; and

  • other Merchandise Up updates.

 

We will send electronic marketing where we have your consent or are otherwise permitted to do so by law.

 

Submitting a contact or quote enquiry does not automatically mean that you have agreed to receive ongoing marketing communications.

 

Where you separately subscribe, claim a subscriber offer, tick a marketing-consent box or otherwise agree to receive marketing, we may add your contact details to our marketing list.

 

Every marketing email will include an unsubscribe option where required.

 

You may unsubscribe at any time by:

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We will process valid electronic unsubscribe requests within the period required by law.

 

Unsubscribing from marketing will not prevent us from sending non-marketing communications reasonably necessary to:

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  • respond to your enquiry;

  • administer an order;

  • provide an artwork proof;

  • issue an invoice;

  • arrange delivery;

  • address a complaint; or

  • meet a legal obligation.

Discount Codes, Promotions and Offers

When you provide your email address to receive a discount, promotional code or subscriber offer, we may use it to:

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  • deliver the offer;

  • record eligibility;

  • administer the promotion;

  • prevent misuse;

  • measure campaign performance; and

  • send ongoing marketing where this was clearly disclosed, and you consented.

 

Any form used to collect an email address for ongoing marketing should clearly explain that the person is joining the Merchandise Up mailing list.

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You may withdraw your marketing consent at any time.

Cookies and similar Technologies

Our Website may use cookies, pixels, tags, local storage and similar technologies.

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A cookie is a small data file stored on your device or browser.

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These technologies may be used to:

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  • operate the Website;

  • remember preferences;

  • maintain security;

  • enable forms and other functions;

  • analyse Website use;

  • understand how visitors find and navigate the Website;

  • improve Website performance;

  • measure advertising effectiveness;

  • limit repeated advertising;

  • build audiences for advertising;

  • personalise content; and

  • detect errors or suspicious activity.

 

Some technologies are essential for the Website to function. Others relate to analytics, personalisation or advertising.

 

Depending on the tools enabled on our Website, third-party providers may collect information about your activity and combine it with information from other websites or services.

 

You can manage cookies through:

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  • our cookie-consent tool, where available;

  • your browser settings;

  • your device settings; and

  • advertising preference tools offered by relevant providers.

 

Blocking some cookies may affect Website features or performance.

Analytics and advertising

We may use third-party analytics and advertising services to understand Website traffic and measure our marketing.

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These services may collect information such as:

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  • IP address;

  • device and browser data;

  • Website pages viewed;

  • interactions with forms and buttons;

  • referral sources;

  • advertising clicks;

  • approximate location;

  • cookie or advertising identifiers; and

  • transaction or conversion events.

 

We may use this information to:

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  • analyse Website performance;

  • understand customer interests;

  • improve navigation;

  • measure enquiries and orders;

  • create advertising audiences;

  • show relevant advertising;

  • avoid repeatedly showing the same advertisement; and

  • evaluate advertising campaigns.

 

Our current or future service providers may include website-hosting platforms, search engines, social media platforms, advertising networks, email-marketing systems and analytics providers.

 

These providers may process information according to their own privacy policies.

Social media

We may operate pages or profiles on social media platforms.

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When you interact with us through social media, both we and the platform may collect information about that interaction.

 

The platform’s handling of your information is governed by its own terms and privacy policy.

 

Information posted publicly on social media may be visible to other users. Avoid sharing confidential, payment or sensitive information through public comments.

Who we disclose personal information to

We may disclose personal information to:

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  • employees and authorised representatives;

  • product suppliers;

  • manufacturers and factories;

  • branding and printing providers;

  • artwork and design contractors;

  • packaging and fulfilment providers;

  • couriers and freight providers;

  • Website hosting and technology providers;

  • cloud-storage providers;

  • email and communication platforms;

  • customer relationship management systems;

  • analytics and advertising providers;

  • payment processors and financial institutions;

  • accountants, lawyers, insurers and professional advisers;

  • debt-recovery providers;

  • fraud-prevention and cybersecurity providers;

  • regulators, government agencies, courts and law-enforcement bodies;

  • prospective purchasers or advisers involved in a genuine sale or restructuring of our business; and

  • other parties with your consent or where permitted or required by law.

 

We do not sell personal information as a standalone commercial product.

Overseas disclosure and storage

Some of our suppliers, production partners and technology providers may be located outside Australia.

 

Personal information may therefore be disclosed to, stored in or accessed from overseas.

 

This may occur where:

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  • a product is manufactured or branded overseas;

  • an overseas supplier prepares artwork or production files;

  • a cloud or technology provider stores data internationally;

  • a global email, analytics, advertising or payment platform processes data;

  • customer support or technical services are provided internationally; or

  • an order is delivered outside Australia.

 

The countries involved depend on:

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  • the selected product;

  • the relevant supplier;

  • the production location;

  • the delivery destination; and

  • the technology services we use.

 

Likely locations may include:

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  • Australia;

  • New Zealand;

  • the United States;

  • China;

  • Hong Kong;

  • countries in the European Union;

  • the United Kingdom; and

  • other countries in which our suppliers or technology providers operate.

 

Before publishing this section, Merchandise Up should confirm the countries in which its current Website, email, storage, payment, analytics and production providers process information.

 

Where required, we will take reasonable steps to ensure an overseas recipient handles personal information consistently with applicable Australian privacy requirements.

 

However, some overseas recipients may be subject to foreign laws that differ from Australian privacy law.

 

Contact us before placing an order if your organisation requires personal information or artwork to remain within a particular country.

Government, Education, and Agency Customers

Customers in government, education, healthcare, charities and regulated industries may have additional privacy, confidentiality or data-location requirements.

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You must tell us before providing information or accepting a quotation if:

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  • particular security standards apply;

  • data must remain in Australia;

  • overseas disclosure is prohibited;

  • a confidentiality agreement is required;

  • identifiable recipient information will be supplied;

  • information is subject to a government security classification;

  • child or student information will be supplied; or

  • particular record-deletion requirements apply.

 

We cannot comply with requirements that were not disclosed before the relevant service or order was accepted.

Children's information

Our Website and services are primarily intended for businesses and organisations, not for children to use independently.

 

We do not knowingly seek to collect personal information directly from children without appropriate authority.

 

An organisation ordering products for schools, children’s programs, sporting clubs or youth events should avoid providing identifiable information about children unless it is necessary.

 

Where a child’s information is required for personalisation, the ordering organisation is responsible for obtaining any necessary consent from a parent, guardian or other authorised person.

Links to other websites

Our Website may contain links to third-party websites, social media pages, supplier resources or external services.

 

We are not responsible for the privacy practices or content of those third parties.

 

You should review the privacy policy of an external service before providing personal information.

How we hold personal information

We may hold personal information in:

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  • email systems;

  • cloud-storage platforms;

  • Website databases;

  • customer relationship systems;

  • accounting and invoicing software;

  • design and production files;

  • supplier portals;

  • paper records;

  • order-management systems;

  • marketing platforms; and

  • backup systems.

 

Information may be held by us or by contracted service providers acting on our behalf.

Security of personal information

We take reasonable steps to protect personal information from:

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  • misuse;

  • interference;

  • loss;

  • unauthorised access;

  • unauthorised modification; and

  • unauthorised disclosure.

 

Security measures may include:

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  • password-protected systems;

  • restricted user access;

  • multi-factor authentication where available;

  • reputable hosting and cloud providers;

  • security software;

  • encrypted transmission where supported;

  • access controls;

  • staff and contractor confidentiality requirements;

  • data backups;

  • secure payment providers;

  • review of suspicious activity; and

  • deletion or de-identification of information that is no longer reasonably required.

 

No internet transmission, email system or data-storage method is completely secure.

 

You are responsible for using appropriate care when sending us information and should avoid sending confidential or sensitive material through unsecured channels.

 

Contact us if you believe your interaction with Merchandise Up has been affected by a security incident.

Data breaches

A data breach may occur where personal information is lost or accessed, modified or disclosed without authorisation.

 

If we become aware of a suspected data breach, we may:

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  • investigate the incident;

  • take steps to contain it;

  • assess the likely consequences;

  • take remedial action;

  • contact affected service providers;

  • preserve relevant evidence;

  • notify affected individuals; and

  • notify the Office of the Australian Information Commissioner or another authority where required by law.

 

Where the Notifiable Data Breaches scheme applies, we will comply with applicable assessment and notification obligations.

How long we retain personal information

We retain personal information only for as long as reasonably required for:

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  • the purpose for which it was collected;

  • completing an order;

  • handling repeat orders;

  • managing complaints and product issues;

  • maintaining financial and taxation records;

  • meeting insurance obligations;

  • complying with legal requirements;

  • resolving disputes;

  • maintaining evidence of artwork approval;

  • protecting intellectual property rights;

  • preventing fraud; and

  • operating our business.

 

Different categories of information may be kept for different periods.

 

For example:

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  • transaction and taxation records may be retained for legally required periods;

  • artwork and order records may be kept to support repeat orders and resolve production questions;

  • marketing information may be retained until you unsubscribe or it is no longer required;

  • unsuccessful employment applications may be deleted after a reasonable period; and

  • temporary production data may be deleted when it is no longer required.

 

When personal information is no longer reasonably required, we will take reasonable steps to delete it, securely destroy it or de-identify it, unless retention is required or permitted by law.

 

You may ask us to delete information, although we may need to retain some records for legal, financial, operational or dispute-resolution purposes.

Quality and accuracy of personal information

We take reasonable steps to ensure that personal information we hold is accurate, current, complete and relevant.

 

You are responsible for checking that information you provide is accurate, particularly:

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  • delivery addresses;

  • contact details;

  • artwork;

  • spelling;

  • recipient names;

  • personalisation data;

  • invoice information; and

  • delivery instructions.

 

Please contact us promptly if your information changes or you believe our records are incorrect.

Accessing your personal information

You may request access to personal information we hold about you.

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To make a request, contact us using the details at the end of this Policy.

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We may ask you to verify your identity before providing access.

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We will respond within a reasonable period.

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In some circumstances, access may be refused or limited where permitted by law, including where providing access would:

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  • unreasonably affect another person’s privacy;

  • reveal commercially sensitive information;

  • prejudice legal proceedings;

  • be unlawful;

  • pose a serious threat to safety; or

  • relate to a frivolous or vexatious request.

 

Where required, we will provide written reasons for refusing access and explain available complaint options.

 

We will not charge for making an access request. A reasonable fee may apply to the cost of locating, compiling or providing information where permitted by law, but we will advise you before incurring that cost.

Correcting your personal information

You may ask us to correct personal information that is inaccurate, out of date, incomplete, irrelevant or misleading.

 

Where appropriate, we will take reasonable steps to correct the information.

 

If we do not agree that a correction is required, you may ask us to associate a statement with the information noting that you believe it is inaccurate.

Withdrawing consent

Where we rely on your consent, you may withdraw it by contacting us.

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Withdrawal will apply to future handling and will not ordinarily affect actions already taken with valid consent.

 

Withdrawing consent may mean we cannot continue providing a particular service where the information is necessary for that service.

Privacy enquiries and comlaints

Contact us if you:

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  • have a question about this Privacy Policy;

  • wish to access or correct personal information;

  • want to withdraw consent;

  • want to make a privacy complaint;

  • believe your information has been mishandled; or

  • believe a data breach may have occurred.

 

Please provide enough information for us to understand and investigate the matter.

 

We will:

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  • acknowledge your complaint;

  • investigate it fairly;

  • request further information where reasonably necessary;

  • communicate the outcome; and

  • take appropriate corrective action where required.

 

We aim to respond to privacy complaints within 30 days. More complex matters may require additional time, in which case we will keep you reasonably informed.

 

Contact details:

Merchandise Up
ABN: 37 572 890 646
Email: welcome@merchandiseup.com.au
Phone: 0459 893 364
Postal address: PO Box 2053, Brighton Eventide QLD 4017

Complaints to the OAIC

If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner.

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The OAIC generally expects you to raise the complaint with the relevant organisation first and allow it a reasonable opportunity to respond.

 

Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Telephone: 1300 363 992
Postal address: GPO Box 5288, Sydney NSW 2001

Changes to this privacy policy

We may update this Privacy Policy from time to time to reflect:

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  • changes to our business;

  • new technologies;

  • different service providers;

  • changes to our Website;

  • new products or services;

  • legal developments; or

  • changes to our information-handling practices.

 

The current version will be published on our Website with its effective date.

 

Material changes may also be communicated through the Website, email or another appropriate method.

 

We encourage you to review this Policy periodically.

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