Policies
Privacy Policy
PRIVACY POLICY
Effective 16 September 2026.
1. WHO WE ARE
Biku Living & Design is a registered business name of SLR Group Pty Ltd (ABN 44 635 191 007). In this policy, "Biku", "we", "us" and "our" mean SLR Group Pty Ltd trading as Biku Living & Design.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy explains what personal information we collect, why, who we share it with, where it goes, how we protect it, and how you can access or correct it.
This policy covers www.biku.com.au, our design consultation service, our email and SMS communications, and any other dealing you have with us.
2. WHAT WE COLLECT
2.1 Information you give us
When you buy something: your name, email address, telephone number, delivery address, billing address, and the details of your order. Payment card details go directly to our payment providers; we do not receive or store your full card number.
When you book a design consultation: your name, email, telephone, suburb and postcode, whether the project is residential or commercial, the stage of your project, which rooms you are working on, whether you have floor plans, how you would like to meet, and anything else you tell us in the notes field.
When you upload floor plans or photographs: the plan or photograph itself, and anything visible in it. Photographs of a home are personal information about the people who live there.
When you request fabric or timber swatches: your name, delivery address, and the finishes you selected.
When you subscribe to our emails or download a guide: your name, email address and any preferences you select.
When you create an account: your name, email address, password (stored by Shopify in encrypted form, not visible to us), and your order history.
When you contact us: by email, telephone, our contact form, our chat assistant, or social media, we collect what you tell us and keep a record of the exchange.
When you leave a review or send us a photograph of your home: the content you submit and the name you attach to it.
2.2 Information we collect automatically
When you use our website we collect, through our own systems and the third-party services listed in section 5: your IP address, approximate location derived from it, device type, operating system, browser, the pages you view, how you arrived at the site, the searches you run on the site, what you add to a cart, and how long you stay.
We use cookies and similar technologies for this. Section 7 explains them and how to control them.
2.3 Information from others
We may receive information about you from our payment providers (confirmation a payment cleared, and fraud signals), our freight carriers (delivery status), advertising platforms where you engaged with one of our ads, and, where you consented, a third party who referred you.
2.4 Sensitive information
We do not seek sensitive information as defined in the Privacy Act. If you tell us something sensitive in the course of a consultation, for example about a household member's mobility or health needs affecting your furniture choices, we use it only to advise you and we do not retain it beyond the project.
2.5 Children
Our website and services are not directed at children. We do not knowingly collect personal information from a person under 18. If you believe we have, contact us and we will delete it.
3. WHY WE COLLECT IT
We collect and use personal information to:
(a) take, process, fulfil and deliver your order, including passing your delivery details to the maker or wholesale supplier who ships the piece and to the freight carrier; (b) take payment and detect and prevent fraud; (c) provide the design consultation service and prepare recommendations, plans and schedules for you; (d) contact you about your order, your consultation, a delivery or a warranty claim; (e) answer your questions, including through our chat assistant; (f) send you marketing where you have consented or where the Spam Act permits it; (g) operate, secure, analyse and improve our website; (h) understand which products and content are of interest so we can make the site more useful; (i) meet our legal obligations, including taxation and consumer law record keeping; and (j) establish, exercise or defend a legal claim.
We do not use personal information for a purpose unrelated to those above without telling you, and we do not sell personal information.
4. THE AI CHAT ASSISTANT
Our website provides an AI chat assistant that answers questions about our products and helps you book a consultation.
What it collects. What you type into it, the pages you were viewing, and where you choose to give them, your name and contact details.
How it is processed. Conversations are processed by our chat provider, SmartChatAI, and by the AI model provider it uses. Conversations are stored and processed in the United States. Conversations may be reviewed by our team to answer your question, to follow up an enquiry, and to improve the assistant's answers.
How long it is kept. SmartChatAI retains chat transcripts indefinitely. You may ask us to have your transcripts deleted at any time by emailing hello@biku.com.au, and we will arrange it.
What it is not. The assistant is not a person and its answers are general information, not professional design advice or a binding statement of price, availability or lead time. A quotation or order confirmation from our team prevails over anything the assistant says.
What not to send it. Do not enter payment card details, passwords or identity documents into the chat.
Escalation. A conversation about a return, damaged goods, a design consultation booking, or a trade enquiry is passed to a member of our team, together with the conversation, so we can help you properly.
5. WHO WE SHARE IT WITH
We disclose personal information to the following categories of recipient, only to the extent needed for the purpose described.
| Recipient | What they receive | Why | Where they hold it |
|---|---|---|---|
| Shopify | Order, account, customer and payment-routing data | Runs our store and checkout | Canada, United States and other locations |
| Shopify Payments and other payment providers shown at checkout | Payment and fraud-prevention data | Takes payment securely | Varies by provider |
| Klaviyo | Name, email, telephone, order and browsing data | Email and SMS, where you have consented | United States |
| Makers and wholesale suppliers | Name, delivery address, telephone, order detail | Ships your piece and handles a warranty claim | Australia, and the maker's country of manufacture |
| Freight carriers | Name, delivery address, telephone | Delivers your order | Australia |
| SmartChatAI and its AI model provider | Chat content and page context | Answers your questions | United States |
| Google Analytics, Meta and Shopify analytics | Site usage data, usually pseudonymous | Understands and improves the site | United States and elsewhere |
| Advertising platforms | Pseudonymous identifiers and event data, where you have consented | Measures and targets advertising | United States and elsewhere |
| Microsoft 365 | Email correspondence and files | Our business email and documents | Australia and other Microsoft regions |
| Cloudflare | Technical request data | Hosts and protects our website | Global network |
| Our professional advisers | What is necessary | Accounting, legal and insurance | Australia |
| A purchaser of our business | Customer records | On a sale or restructure of the business | Australia |
We also disclose personal information where required or authorised by law, to a court or regulator, or to prevent a serious threat to life, health or safety.
We do not sell personal information, and we do not disclose it to a third party for that third party's own marketing.
6. OVERSEAS DISCLOSURE
Several of our providers store or process data outside Australia, principally in the United States, Canada and the European Union, and where a piece is made overseas, in the maker's country.
Before disclosing personal information overseas we take steps that are reasonable in the circumstances to ensure the recipient handles it consistently with the Australian Privacy Principles, including by relying on the provider's contractual data-protection commitments.
By providing your personal information you acknowledge that it may be disclosed to recipients in the countries listed in section 5.
7. COOKIES AND TRACKING
A cookie is a small file placed on your device. We use:
Strictly necessary cookies, which make the site work, keep you logged in, and hold the contents of your cart. These cannot be turned off.
Analytics cookies, which tell us how the site is used so we can improve it.
Marketing cookies, which measure our advertising and let us show relevant advertising on other platforms.
Preference cookies, which remember settings such as recently viewed pieces.
You can control cookies through our cookie banner and through your browser settings. Blocking strictly necessary cookies will stop parts of the site from working.
8. MARKETING AND HOW TO STOP IT
We send marketing email and SMS only where you have consented, or where you are an existing customer and the message relates to similar goods, as the Spam Act 2003 (Cth) permits.
Every marketing email has an unsubscribe link. To stop SMS, reply STOP. You can also email hello@biku.com.au. We act on the request within five business days and usually immediately.
Unsubscribing does not stop transactional messages about an order you have placed.
9. HOW WE KEEP IT SAFE
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure, including:
(a) hosting the store on Shopify and the site on Cloudflare, both of which maintain recognised security certifications; (b) TLS encryption of data in transit; (c) multi-factor authentication on our administrative accounts; (d) limiting staff access to what each person needs; (e) using payment providers that meet the PCI Data Security Standard, so that we never hold full card numbers; and (f) reviewing the access held by our service providers.
No system is completely secure. If a data breach occurs that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.
10. HOW LONG WE KEEP IT
We keep personal information only as long as we need it, or as the law requires.
| Record | Retention |
|---|---|
| Order and transaction records | Seven years, as taxation law requires |
| Customer account | Until you ask us to close it, then deleted subject to the row above |
| Design consultation records, plans and photographs of your home | Kept on your file so a designer can pick up where you left off in a future project. Deleted on request |
| Marketing contact record held in Klaviyo | Kept until you unsubscribe, then a suppression record so we do not contact you again. Deleted in full on request |
| Chat transcripts held by SmartChatAI | Kept indefinitely. Deleted on request |
| Enquiries held in Shopify that did not become an order | Kept indefinitely. Deleted on request |
| Website analytics | As set by each provider, usually 14 to 26 months |
Ask us to delete it at any time. Where we hold information indefinitely, you do not have to wait for a retention period to expire. Email hello@biku.com.au and we will delete what we hold and ask our providers to do the same, except where we are legally required to keep it, such as the seven-year taxation record.
When we no longer need information and are not required to keep it, we destroy it or de-identify it.
11. ACCESS AND CORRECTION
You may ask for access to the personal information we hold about you, and ask us to correct it if it is wrong.
Email hello@biku.com.au. We will respond within 30 days. We may ask you to verify your identity. Access is free; if a request requires substantial work we may charge a reasonable cost, and we will tell you before doing so.
If we refuse access or correction we will tell you why in writing and how to complain.
You may also ask us to delete information we hold. We will do so unless we are required to keep it, for example for the taxation record period.
12. COMPLAINTS
If you believe we have mishandled your personal information, contact us first:
Privacy Officer, Biku Living & Design Email: hello@biku.com.au Telephone: 1300 002 458
Tell us what happened and what you would like us to do. We will acknowledge within five business days and respond substantively within 30 days.
If you are not satisfied with our response you may complain to the Office of the Australian Information Commissioner:
Website: www.oaic.gov.au Telephone: 1300 363 992 Post: GPO Box 5218, Sydney NSW 2001
13. ANONYMITY
You may deal with us anonymously or under a pseudonym where it is lawful and practicable. It is not practicable where we need to deliver goods to you, take payment, or provide a consultation at your home.
14. CHANGES
We may update this policy. The current version is always on our website with its effective date. Where a change is significant we will tell you by email or by a notice on the site.
15. CONTACT
Biku Living & Design SLR Group Pty Ltd — ABN 44 635 191 007 Email: hello@biku.com.au Telephone: 1300 002 458 Postal: PO Box 9306, Gold Coast Mail Centre QLD 9726