Privacy Policy and Cookies

This Privacy Policy explains how GemTrove Pty Ltd trading as GemTrove collects, holds, uses and discloses personal information when you use our website, contact us, book an appointment, make an enquiry, request a quote, purchase jewellery, arrange a repair, request a valuation, use our custom design services or otherwise deal with us.

This policy also explains how GemTrove uses cookies, analytics tools, website tracking technologies and similar online tools to help operate and improve our website, customer service, advertising and security.

By using the GemTrove website, submitting an enquiry, booking an appointment, placing an order, creating an account, subscribing to marketing, or otherwise dealing with GemTrove, you agree to the handling of your personal information in accordance with this Privacy Policy.

Nothing in this Privacy Policy limits any rights you may have under the Privacy Act 1988, Australian Privacy Principles, Australian Consumer Law or any other applicable law.

About GemTrove

GemTrove is a Melbourne CBD jewellery store located at Suite 903/125 Swanston St, Melbourne VIC 3000. GemTrove provides custom-made jewellery, natural diamonds, lab-grown diamonds, coloured gemstones, GIA and IGI certified diamond options, jewellery repairs, jewellery remodelling and valuation services.

Our website is used for jewellery browsing, diamond and gemstone education, customer enquiries, appointment bookings, custom design enquiries, online product viewing and customer communication.

Personal Information We May Collect

GemTrove may collect personal information that is reasonably necessary for our business, website, customer service, order processing, jewellery design, payment handling, delivery, valuation, repair, remodelling, security and legal requirements.

The information we may collect includes:

• Your name, phone number, email address and contact details.
• Billing address, delivery address and appointment details.
• Order details, product preferences, ring size, metal preferences, diamond or gemstone preferences and design notes.
• Information submitted through website forms, quote requests, appointment forms, emails, phone calls, SMS, WhatsApp, social media or in-person consultations.
• Images, videos or descriptions of jewellery, gemstones or diamonds you provide to us for quotes, repairs, remodelling or valuations.
• Payment records, invoices, receipts, transaction details and lay-by or deposit information.
• Valuation-related information, including item descriptions, certificates, reports, photographs and supporting documents.
• Identification or verification information where reasonably required for high-value transactions, security, fraud prevention, legal obligations or insurance-related work.
• Website activity information, including IP address, browser type, device type, pages viewed, referral source, session behaviour, location signals, cookies and analytics data.
• Marketing preferences, communication preferences and unsubscribe requests.

Sensitive Information

GemTrove does not usually require sensitive information. If sensitive information is ever required, we will only collect it where reasonably necessary, with your consent, or where permitted or required by law.

Please do not provide unnecessary sensitive information through our website forms, emails, social media messages or appointment booking tools.

How We Collect Personal Information

GemTrove may collect personal information directly from you when you:

• Use our website or online jewellery tools.
• Submit an enquiry or quote request.
• Book an appointment.
• Purchase jewellery, diamonds, gemstones or related products.
• Request custom-made jewellery, CAD design, remodelling, repairs or valuations.
• Subscribe to marketing or request product updates.
• Contact us by phone, email, SMS, WhatsApp, website chat, social media or in person.
• Leave jewellery, gemstones, diamonds or documents with us for inspection, repair, valuation or remodelling.

We may also collect information from third parties where it is reasonable to do so, including payment providers, delivery providers, appointment booking platforms, website analytics providers, advertising platforms, laboratories, suppliers, repair partners, valuation-related sources and publicly available sources.

Why GemTrove Uses Personal Information

GemTrove may use personal information for purposes connected with our jewellery business, including:

• Responding to enquiries and customer requests.
• Preparing quotes, invoices, receipts and order confirmations.
• Booking and managing appointments.
• Helping customers choose diamonds, gemstones, metals, settings and custom jewellery designs.
• Creating CAD designs, sketches, product records, repair notes and valuation records.
• Processing deposits, payments, refunds where applicable and transaction records.
• Ordering or sourcing diamonds, gemstones, jewellery components, findings, mounts and related materials.
• Managing repairs, resizing, remodelling, polishing, cleaning, setting and manufacturing work.
• Preparing jewellery valuation documents, item descriptions and supporting records.
• Delivering products and communicating about collection, delivery, production updates and service timing.
• Improving our website, product range, customer service, marketing and online experience.
• Sending marketing communications where you have subscribed, consented or where permitted by law.
• Maintaining security, fraud prevention, business records, legal compliance and dispute resolution.

Marketing Communications

GemTrove may send marketing communications about jewellery, diamonds, gemstones, services, offers, education, appointment availability or website updates where you have consented, subscribed, made an enquiry, purchased from us, or where we are otherwise permitted by law to do so.

You can unsubscribe from marketing emails or messages by using the unsubscribe option provided, contacting us directly, or asking us to update your communication preferences.

We may still send non-marketing messages that relate to your enquiry, appointment, order, repair, valuation, payment, delivery, account, legal notice or customer service request.

Cookies and Website Tracking

Cookies are small files stored on your browser or device. GemTrove may use cookies and similar technologies to operate the website, remember preferences, understand website traffic, improve page performance, support security, analyse customer behaviour and improve marketing relevance.

Our website may use:

• Essential cookies to help the website load, function, process forms, protect sessions and maintain basic security.
• Performance and analytics cookies to help us understand page visits, website behaviour, popular content and technical issues.
• Preference cookies to help remember website choices and improve your browsing experience.
• Advertising or remarketing cookies to help show more relevant ads or measure advertising performance, where used.
• Third-party cookies and pixels from platforms such as analytics, advertising, booking, social media, security or website service providers.

You can manage or block cookies through your browser settings. If you block cookies, some website features, forms, saved preferences or online services may not work properly.

Analytics, Pixels and Advertising Tools

GemTrove may use analytics tools, advertising pixels, conversion tracking, social media pixels, tag management tools or similar technologies to understand website use, measure advertising performance, improve customer experience and support online marketing.

These tools may collect information such as pages visited, products viewed, device information, browser type, referral source, approximate location, time on site, enquiry actions, appointment actions and advertising interactions.

Third-party platforms may process this information according to their own privacy policies. GemTrove does not control the privacy practices of third-party platforms, websites, search engines, social media services or advertising networks.

When We May Disclose Personal Information

GemTrove may disclose personal information where reasonably necessary for our business and customer service, including to:

• Payment processors, banks and transaction service providers.
• Delivery, courier, insurance or logistics providers.
• Diamond, gemstone, jewellery and component suppliers where needed to fulfil an order.
• Jewellery workshops, setters, polishers, repairers, CAD designers, valuers, engravers or specialist service providers.
• Gemological laboratories, certification providers or assessment specialists where required.
• Website hosting, IT support, security, CRM, email, booking, analytics and marketing service providers.
• Professional advisers, insurers, accountants, lawyers or debt recovery providers where reasonably required.
• Government authorities, regulators, courts or law enforcement where required or authorised by law.
• Other parties with your consent or as otherwise permitted by law.

We do not sell customer personal information to unrelated third parties.

Overseas Disclosure and Cloud Services

Some of GemTrove’s technology, website, email, cloud storage, payment, analytics, advertising, social media, booking, delivery or supplier services may involve systems or providers located outside Australia.

Where personal information is disclosed or processed overseas, GemTrove will take reasonable steps where required to protect personal information in accordance with applicable privacy obligations.

Security of Personal Information

GemTrove takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, unauthorised modification and unauthorised disclosure.

Security measures may include controlled access to records, secure systems, password protection, limited staff access, secure premises, payment provider security, website security tools, technology safeguards and internal procedures.

No website, email, online form, payment system, cloud platform or electronic communication can be guaranteed completely secure. Customers should avoid sending unnecessary sensitive information by email or online message.

Data Breaches

If GemTrove becomes aware of a data breach involving personal information, we will assess the situation and take reasonable steps to contain, investigate and respond to the breach.

Where required by law, GemTrove will notify affected individuals and the Office of the Australian Information Commissioner about an eligible data breach that is likely to result in serious harm.

Keeping Personal Information Accurate

GemTrove relies on customers to provide accurate and current information. Please contact us if your name, phone number, email address, billing details, delivery address, appointment details or communication preferences change.

GemTrove is not responsible for delays, failed delivery, missed communications or order issues caused by incorrect or outdated information supplied by a customer.

Accessing or Correcting Your Information

You may contact GemTrove to request access to or correction of personal information we hold about you. We may need to verify your identity before responding to your request.

In some cases, we may refuse access or correction where permitted by law, including where the request is unreasonable, affects another person’s privacy, relates to legal proceedings, or cannot be verified.

How Long We Keep Information

GemTrove may keep personal information for as long as reasonably required for customer service, business records, order history, repairs, valuations, warranty-related matters, legal compliance, accounting, dispute resolution, fraud prevention and internal administration.

When information is no longer reasonably required, GemTrove may delete, de-identify or securely archive it, subject to legal, accounting and business record requirements.

Third-Party Websites and Platforms

The GemTrove website may include links to third-party websites, payment tools, appointment booking platforms, review platforms, social media pages, maps, laboratories, suppliers or other external services.

GemTrove is not responsible for the privacy practices, content, cookies, tracking technologies, security or terms of third-party websites or platforms. Customers should review the privacy policies of those third parties before using their services.

Children’s Privacy

GemTrove’s website and services are intended for adults and customers making jewellery-related enquiries or purchases. We do not knowingly collect personal information from children without appropriate parental or guardian involvement.

Privacy Complaints

If you have a question or concern about how GemTrove handles your personal information, please contact us first so we can review and respond to your concern.

We may ask for further details so we can properly investigate the issue. We aim to respond within a reasonable time, depending on the nature of the request.

Changes to This Privacy Policy

GemTrove may update this Privacy Policy from time to time to reflect changes in our website, services, business practices, technology, legal requirements or privacy guidance.

The version published on this page applies from the date it is published, unless stated otherwise.

Contact GemTrove

For privacy questions, access requests, correction requests, unsubscribe requests or cookie-related questions, please contact GemTrove.

GemTrove Pty Ltd
Suite 903/125 Swanston St, Melbourne VIC 3000
Phone: 0488 878 000
Email: diamonds@gemtrove.com.au
Website: https://www.gemtrove.com.au/

Contact GemTrove | Book an appointment

Frequently Asked Questions

What personal information does GemTrove collect?

GemTrove may collect your name, contact details, order details, appointment details, jewellery preferences, ring size, design notes, valuation information, payment records, website activity and communication history where reasonably required for our jewellery business and customer service.

Why does GemTrove need customer information?

GemTrove needs customer information to answer enquiries, prepare quotes, book appointments, process orders, create custom jewellery, arrange repairs, prepare valuations, manage payments, arrange delivery and maintain proper business records.

Does GemTrove sell customer personal information?

No. GemTrove does not sell customer personal information to unrelated third parties. Information may be shared with trusted service providers where reasonably necessary to operate the business, fulfil orders, provide services or comply with law.

Does GemTrove use cookies?

Yes. GemTrove may use cookies to help the website function, understand website traffic, remember preferences, improve customer experience, support security and measure advertising performance.

Can I block cookies?

Yes. You can usually manage or block cookies through your browser settings. Blocking cookies may affect website features, online forms, saved preferences or website performance.

Does GemTrove use advertising pixels or analytics tools?

GemTrove may use analytics, advertising pixels, conversion tracking or similar tools to understand website use, improve customer experience and measure marketing performance. Third-party platforms may handle data according to their own privacy policies.

Can I unsubscribe from GemTrove marketing?

Yes. You can unsubscribe using the option provided in marketing messages or by contacting GemTrove directly. GemTrove may still send non-marketing messages about your enquiry, order, appointment, repair, valuation, payment or delivery.

Can I ask GemTrove to correct my personal information?

Yes. You can contact GemTrove to request correction of your personal information. We may need to verify your identity before updating certain records.

Does GemTrove keep jewellery photos and valuation records?

GemTrove may keep jewellery photos, item descriptions, valuation records, repair notes, certificates, invoices and related documents where reasonably required for customer service, business records, legal compliance, insurance-related matters or future reference.

How does GemTrove protect customer information?

GemTrove takes reasonable steps to protect personal information using secure systems, controlled access, internal procedures, secure premises, technology safeguards and trusted service providers. No online system can be guaranteed completely secure.