Privacy Policy

Last updated: November 2025

Free Frame Optics (“we”, “us”, “our”) operates this website and online store to provide eyewear products and related services (“the Services”). Our store is hosted on Shopify, which enables us to deliver and manage the Services.

This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit our website, make a purchase, or otherwise interact with us. If there is a conflict between this Privacy Policy and our Terms of Service, this Privacy Policy applies in relation to the handling of personal information.

By accessing or using our Services, you acknowledge that you have read and understood this Privacy Policy.

Personal Information We Collect

“Personal information” means information that identifies, relates to, or could reasonably be linked to you. It does not include de-identified or aggregated information.

We may collect the following categories of personal information:

Contact Information

• Name

• Email address

• Phone number

• Billing and shipping address

Payment & Transaction Information

• Payment method

• Payment confirmation details

• Order history, returns, and exchanges
  Note: Full credit card details are never stored by Free Frame Optics.

Account Information

• Login email and password

• Saved settings and preferences

Customer Support Information

• Emails, messages, and any other information you provide when contacting us

Device & Usage Information

Automatically collected via cookies and similar tools:

• IP address

• Browser and device details

• Pages visited, actions taken, time spent on site

Prescription Information (when required)

• Prescription values and lens parameters

• Pupillary distance
  This is used only to fulfil prescription lens orders.

How we collect personal information

We collect personal information from:

Direct Interactions

When you:

• Create an account

• Place an order

• Contact customer support

• Subscribe to email marketing

• Enter details at checkout

Automated Collection

Through:

• Cookies

• Website analytics

• Browser and device signals

Third-Party Service Providers

Such as payment processors, Shopify, marketing tools, and analytics platforms.

How we use personal information

We may use your personal information for the following purposes:

1. Provide and Improve the Services

• Process payments and orders

• Manufacture and deliver your eyewear

• Facilitate returns and exchanges

• Provide customised product recommendations

• Improve site functionality, layout, and customer experience

2. Marketing & Email Communications

With your consent, we may:

• Send promotional emails

• Send product updates or special offers

• Send abandoned cart reminders
  You may unsubscribe at any time.

3. Security and Fraud Prevention

• Verify your identity

• Detect and prevent fraud or misuse

• Maintain a secure shopping environment

4. Customer Support

• Respond to enquiries

• Resolve issues related to orders, returns, or warranty claims

5. Legal and Compliance

To comply with:

• Applicable Australian law

• Court orders and regulatory requests

• Shopify platform requirements

• Fraud investigations

 

How we disclose personal information

We may share your personal information with trusted third parties for legitimate purposes, including:

Shopify (Website Host & Platform): 

Shopify processes and stores your information as needed to operate the store.

Payment Providers:

Such as Shopify Payments, PayPal, and credit card processors.

Shipping Partners:

Primarily Australia Post, who receives the information needed to deliver your order.

Marketing & Analytics Providers

Used to improve your shopping experience and show relevant ads (where applicable).

Professional Services

Such as IT, data storage, customer support, and security providers.

Legal or Compliance Obligations

If required by law, regulations, or to protect our rights.

We do not sell your personal information.

Relationship with Shopify

Because our Services are hosted by Shopify:

• Shopify collects certain personal information about you.

• Shopify may process information in multiple locations, including outside Australia.

• Shopify may use data for platform security and improvement.

• Shopify may handle enhanced advertising features.

For details, refer to the Shopify Consumer Privacy Policy:
https://www.shopify.com/legal/privacy

Third-Party Links

Our website may contain links to third-party sites. We are not responsible for their privacy practices or content. We recommend reviewing their privacy policies before interacting with those sites.

Children’s Privacy

Our Services are not intended for children under 16. We do not knowingly collect data from minors. If you believe a child has provided personal information, please contact us and we will delete it.

Security and Data Retention

We take reasonable steps to safeguard your personal information, including:

• SSL encryption

• Secure payment gateways

• Restricted access controls

No method is 100% secure, but we follow industry standards.

Personal information is retained only for as long as necessary to:

• Provide the Services

• Comply with legal obligations

• Resolve disputes

• Maintain accurate business records

Your rights and choices

Depending on your location (e.g., Australia, UK, EU), you may have rights such as:

• Accessing your personal information

• Requesting correction or deletion

• Requesting a copy (data portability)

• Limiting or objecting to certain processing

• Withdrawing consent for marketing

You may also manage email preferences by clicking Unsubscribe in any marketing email.

To exercise your rights, contact us at:
📧 support@freeframeoptics.com

We may need to verify your identity before completing your request.

International Transfers

Your information may be processed in countries outside your residence, including Canada, the U.S., and Europe (where Shopify hosts servers).
Where required, lawful transfer mechanisms such as Standard Contractual Clauses are used.

Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page with a revised “Last updated” date. Your continued use of the Services indicates acceptance of the updated policy.

Contact Us

For questions, concerns, or privacy requests, contact us at:

📧 support@freeframeoptics.com

Call us: 1800 861 905

📍 Free Frame Optics
17 Blinco Street
Fremantle, WA 6160
Australia