Privacy Policy

Last updated 3 August 2026

1. Who we are

Gourmet Brands is a business operated by Gourmet Brands Two Pty Ltd (ABN 98 112 255 259) (we, us, our). We operate the website at gourmetbrands.com.au and supply gourmet food and gift products to trade and wholesale customers.

We are bound by the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs).

This policy explains how we handle personal information in connection with the Gourmet Brands business. It applies to our website and trade portal, to orders and enquiries made by phone, email or through our sales representatives, and to our dealings with trade customers, prospective customers, suppliers and referees.

A note on business information. We are a business to business operation, and much of the information we hold is about companies rather than about people. The Privacy Act applies to information about an identified individual, or an individual who is reasonably identifiable. So this policy applies to information such as the name, direct email address and direct phone number of a person at a trade customer, and to information about a sole trader. It does not apply to information that relates only to a company and does not identify anyone, such as a company's ABN, a general enquiries address or a switchboard number.

This policy does not apply to our handling of employee records in connection with a current or former employment relationship, which is exempt under the Privacy Act.

2. The kinds of personal information we collect and hold

The information we collect depends on how you deal with us. It may include:

  • Contact and identity details: your name, job title or role, business email address, direct and mobile phone numbers, and business, delivery and billing addresses.
  • Trade account application information: the applicant business's details including its ABN and trading history, the names and contact details of directors, proprietors or authorised contacts, requested credit terms, and the trade referees nominated. See section 4.
  • Order and transaction information: what was ordered, order and invoice numbers, purchase order references, pricing and terms applying to the account, delivery details and instructions, order value, payment status and method, credit and account status, and refunds, returns and credits.
  • Account and portal information: your login email address, an encrypted form of your password, and the order history and pricing visible to your account.
  • Sales and relationship information: records of visits, calls, meetings and correspondence with our sales representatives, notes about your account, and the sales representative assigned to it.
  • Communications with us: emails, enquiry and contact form submissions, support tickets, and recordings of telephone calls.
  • Marketing information: your subscription status, whether you have unsubscribed, and how you interact with our emails.
  • Website and device information: your IP address, device and browser details, an approximate location derived from your IP address, the pages and products you view, searches you run, items you add to your cart, and identifiers stored in cookies and similar technologies. See section 5.
  • Information we generate: records we create about you from other information, such as customer segments and account categories.

Sensitive information

Sensitive information under the Privacy Act includes information or an opinion about a person's health, racial or ethnic origin, religious beliefs, philosophical beliefs, political opinions, sexual orientation and criminal record. It generally may only be collected with consent.

We do not ask you for sensitive information and we do not set out to collect it. Free text fields, such as account notes and order comments, are not restricted, so information of any kind may be entered into them.

3. How we collect personal information

We collect most personal information directly from you: when you apply for a trade account, place an order, use the trade portal, subscribe to our emails, complete an enquiry form, meet with one of our sales representatives, or contact us.

We also collect personal information:

  • from your organisation or a colleague, where you deal with us as an employee or officer of a trade customer;
  • from trade referees (see section 4);
  • automatically when you use our website (see section 5);
  • from our delivery, payment and advertising providers; and
  • from publicly available sources, such as company websites, the Australian Business Register and ASIC records.

Telephone calls. We record incoming and outgoing calls with our customer service and sales teams for training, quality assurance and record keeping. If you would prefer a call not to be recorded, tell us at the start of the call and we will deal with your enquiry another way.

If we receive personal information we did not ask for and could not have collected under the APPs, we will destroy or de-identify it where it is lawful and reasonable to do so.

4. Trade references

When a business applies for a trade account, we usually ask it to nominate trade referees, normally other suppliers it deals with. We ask for the referee business's name and a contact name, phone number and email address, and we may contact the referee about the applicant's trading history and payment record.

If you are nominating a referee, please only nominate someone you are entitled to nominate, and let them know you have given us their contact details and that we may contact them. You can point them to this policy.

If you have been nominated as a referee, we collected your business contact details from the applicant rather than from you, because that is the only practical way for us to identify who to contact. We use them to contact you about the applicant's trading history and to record the outcome as part of our assessment of the application. We are asking about the applicant business, not about you. Where the applicant is a sole trader, information about the business will also be information about that individual.

We keep a record of the reference as part of the account file. If you would like to know what we hold about you, have it corrected, or ask us not to contact you again, contact us using the details in section 12.

5. Cookies, website analytics and advertising

We and our service providers use cookies, tags, tracking pixels and similar technologies to collect information automatically when you use our website. This includes the pages and products you view, searches you run, items you add to your cart, your IP address and device details, and identifiers that recognise your browser across visits. Where you place an order or sign in, we link this information to your customer record.

We also make a recording of your visit, covering pages viewed, clicks and scrolling, and information entered into forms. Payment card numbers, security codes and passwords are masked and are not captured. These recordings are used to investigate problems, provide support and improve the website, and are deleted 30 days after they are made. The website activity records described above are kept for longer. If you contact our support team by phone, an agent may view your current session to help you, and can only interact with the page if you accept an on-screen request.

We use analytics and advertising providers, including Google, Meta, Microsoft and LinkedIn, to measure how our website is used and to advertise our products. Information shared with them may include the pages and product categories you view, items added to your cart, order value and contents, advertising click identifiers, your IP address and device details, and cookie identifiers. It may also include your contact details, usually in a scrambled (hashed) form, so that a purchase can be matched to an advertisement or a review invitation can be sent to you, and we upload customer contact details in that form to build advertising audiences and to exclude existing customers from campaigns. Hashing makes the information harder to read but still allows you to be matched to a profile the platform already holds. These providers are located overseas and use this information for their own purposes as well as ours, under their own privacy policies.

You can limit some of this collection by blocking or deleting cookies through your browser settings, and by managing personalised advertising through your Google, Meta, Microsoft and LinkedIn account settings. 

Session recording. We record browsing sessions on our website so we can see how our pages are used and diagnose problems customers report to us. A recording captures the pages you view, your scrolling, mouse movement and clicks, and the information you type into forms on our site — including your name, business name, email address, phone number and delivery address. It does not capture your card number, card security code (CVV), card expiry date or any password: those fields are excluded at the point of capture, and payments are completed on our payment provider's own page, which we do not record. Recordings are held for 30 days and are then deleted automatically. They are accessible only to our staff and are used solely to operate, support and improve the website. If you would prefer we did not record your sessions, contact us using the details in section 12.

6. Why we collect, hold, use and disclose personal information

We collect, hold, use and disclose personal information to:

  • assess and set up trade account applications, including verifying trading history through referees;
  • take, process, pick, pack and deliver orders;
  • invoice, take payment, manage credit and account balances, and process refunds, returns and credits;
  • communicate with you about your account and orders, including confirmations, dispatch and delivery notifications and delivery problems;
  • create and administer your trade portal account and apply the correct pricing to it;
  • manage our relationship with your organisation, including sales representative visits, quotes, product ranging and account planning;
  • respond to enquiries and complaints and provide customer support;
  • send you marketing where we are permitted to do so (see section 7);
  • operate, secure, troubleshoot and improve our website, systems and products;
  • advertise and promote our products, including measuring the effectiveness of our advertising;
  • understand our customers and our business, including sales reporting, forecasting and analysis;
  • detect, investigate and prevent fraud, credit risk and other unlawful activity;
  • manage our business records and obtain professional advice; and
  • comply with our legal obligations and establish, exercise or defend legal claims.

We also use and disclose personal information where you have consented, or where we are permitted or required to do so by law.

7. Direct marketing

Where we are permitted to do so, we use your personal information to send you marketing by email, SMS and post, and to show you advertising on other platforms. We send marketing to people who have subscribed, who have bought from us, or who have otherwise dealt with us as a trade customer or prospective trade customer. We do not add trade referees to our marketing lists. If you were nominated as a referee and would like to hear from us, you can subscribe yourself. We do not use the information we hold for this business to market our other businesses to you, or to build advertising audiences for them.

You can opt out at any time by clicking unsubscribe in any marketing email, replying STOP to any marketing SMS, emailing privacy@gourmetbrands.com.au, or calling 03 5277 2775. We will action your request within a reasonable period and there is no charge. Opting out will not stop messages we need to send you about your account or an order.

If we use or disclose your personal information for direct marketing, you can ask us to tell you the source of that information. We will tell you within a reasonable period, free of charge, unless it is impracticable or unreasonable to do so.

8. Who we disclose personal information to

We disclose personal information to:

  • delivery and logistics providers, including Australia Post and other couriers, and our shipping platform, so that orders can be delivered (Australia Post's privacy policy is at auspost.com.au/privacy);
  • payment providers, being Stripe, which processes card payments for us (stripe.com/au/privacy). We do not store full card numbers in our order and customer systems. Where you pay by phone, our team enters your card details directly into Stripe's system;
  • our inventory, order management, ecommerce, email marketing and customer service platforms;
  • analytics and advertising providers (see section 5);
  • our hosting, infrastructure and IT providers;
  • trade referees, where nominated, and only about the applicant business (see section 4);
  • professional advisers, including our lawyers, accountants, auditors and insurers;
  • a purchaser or prospective purchaser, if we sell or transfer all or part of our business, on the basis that the information continues to be handled in accordance with a policy of this kind; and
  • law enforcement, regulators, courts and government agencies, where required or authorised by law.

We also disclose personal information where you have consented or where the Privacy Act otherwise permits it.

9. Overseas disclosure and how we hold information

Our own systems and databases are hosted in Australia.

Some of the providers we use are located overseas, or store or process information overseas. We are likely to disclose personal information to recipients located in the United States, Canada, the United Kingdom and New Zealand.

Where we disclose personal information to an overseas recipient, we take steps that are reasonable in the circumstances to ensure the recipient does not breach the APPs in relation to that information. Those steps include using established providers and relying on the contractual terms and privacy commitments they offer. We do not control how the large advertising and analytics platforms handle information once they receive it, and they handle it for their own purposes under their own privacy policies as well as for ours.

We hold personal information electronically in our own systems and in the systems of the providers described in section 8. Information about you from different sources is combined and linked so that we have a complete record of your dealings with this business. Our sales representatives also hold account information on their devices so that they can work offline. Some information is held in email and business records, and some paper records are held at our premises.

We take steps that are reasonable in the circumstances to protect personal information from misuse, interference and loss, and from unauthorised access, modification and disclosure. Those steps include access controls and role based permissions, multi-factor authentication for staff systems, encryption of information in transit, and limiting staff access to what is needed for a person's role. No method of transmission or storage is completely secure, and we cannot guarantee the security of information transmitted to us over the internet.

We keep personal information for as long as we need it for the purposes described in this policy and to meet our legal, tax and record keeping obligations.

If we experience a data breach that is likely to result in serious harm, we will assess it and, where the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act requires, notify the affected individuals and the Office of the Australian Information Commissioner.

10. Accessing and correcting your personal information

Access. You can ask us for access to the personal information we hold about you by contacting us using the details in section 12. We may ask you to verify your identity first. We will respond within a reasonable period, which we would ordinarily expect to be within 30 days, and will give you access in the way you have asked for where it is reasonable and practicable to do so.

There is no charge for making a request. If giving access would involve substantial work we may charge a reasonable fee, which will not be excessive, and we will tell you what it is before we do the work.

The Privacy Act allows us to refuse access in some circumstances, including where giving access would have an unreasonable impact on the privacy of other people, where the request is frivolous or vexatious, where the information relates to actual or anticipated legal proceedings between us, where it would reveal our intentions in negotiations with you in a way that would prejudice those negotiations, where it would reveal evaluative information generated in connection with a commercially sensitive decision making process, or where giving access would be unlawful. If we refuse, we will give you written notice setting out our reasons, unless it would be unreasonable to do so, and explaining how you can complain about the refusal. Where we can, we will try to give you access in another way.

Correction. If the information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, you can ask us to correct it, and you can update your account details through the trade portal. We will take reasonable steps to correct it, at no charge, within a reasonable period. If we have disclosed the information to someone else and you ask us to notify them of a correction, we will take reasonable steps to do so unless it is impracticable or unlawful.

If we decide not to correct information, we will give you written notice with our reasons and information about how to complain. You can also ask us to attach a statement to the information noting that you consider it inaccurate, out of date, incomplete, irrelevant or misleading, and we will take reasonable steps to make that statement apparent to anyone who looks at the information.

11. Complaints

If you think we have breached the APPs, or you are concerned about how we have handled your personal information, please tell us. Contact our Privacy Officer using the details in section 12 and describe what happened and what you would like us to do. It helps if you put your complaint in writing, but you can also raise it by phone.

We will acknowledge your complaint and tell you who is handling it. We may ask for more information so that we understand what has happened. We will investigate and give you a written response setting out our findings, whether we consider the complaint substantiated, and what we propose to do. We aim to respond within 30 days. If we need longer we will tell you why and give you an expected timeframe. There is no charge for making a complaint.

If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commissioner at oaic.gov.au/privacy/privacy-complaints, by phone on 1300 363 992, or by post to GPO Box 5288, Sydney NSW 2001. The Commissioner will usually expect you to have complained to us first and to have given us an adequate opportunity to deal with your complaint.

12. Contact us, anonymity and changes

Privacy Officer: Andrew Richards
Gourmet Brands Two Pty Ltd (ABN 98 112 255 259)
Email: privacy@gourmetbrands.com.au
Phone: 03 5277 2775
Post: 27-30 Success Court, Corio, Victoria 3214

Anonymity and pseudonyms. You do not have to tell us your name to browse the public parts of our website or make a general enquiry, and you can ask us to deal with you under a pseudonym. As section 5 explains, we still collect information about your device and your activity, and give your browser an identifier that lets us recognise it on later visits. We cannot do so where we are required or authorised by law to deal with an identified person, or where it is impracticable, such as where we need to know who we are dealing with in order to open a trade account, extend credit or deliver an order.

Changes. We may update this policy from time to time. The current version is published at gourmetbrands.com.au/privacy-policy and the date at the top shows when it was last updated. Where a change is significant we will take reasonable steps to bring it to your attention. This policy is free, and if you would like it in another form, ask us and we will take reasonable steps to provide it that way.