Privacy policy.

This policy explains what personal information Alter Ego Alterations Pty Ltd (“Alter Ego”, “we”) collects at our Brunswick West and Collingwood / Fitzroy shops and through this website, what we do with it and who helps us look after it. Questions? Email hello@youralterego.com.au or ask at either shop.

What we collect

When you bring something in, we record your name and phone number, your email address if you give it to us, the garments and the work you’ve asked for, the price and payment, and when your order is ready and collected.

When you send an enquiry through this website, we receive your name, email address, phone number if you give one, your preferred shop, what you tell us about your garment and any photos you attach. Bridal enquiries also include the alterations you choose and any dates you give us.

If you email or call us, we keep what you tell us so we can help.

If you leave us a review or fill in our feedback survey and give us permission, we may show your review on this website with your first name and initial, and any photo you agreed to share.

How we use it

We use your information to quote for and do your work, to let you know when it’s ready, to take payment, to fix anything under our one-month workmanship promise, to reply to your enquiries and to keep our business records. After an order we may ask how we went.

We don’t send marketing emails or texts, and we never sell your information.

Who helps us

We use a few trusted services to run the shops and this website. Each one only gets what it needs to do its job:

• HemHub, our order system, which keeps your orders and sends order updates and feedback requests.
• Twilio, which sends our text messages, and Twilio SendGrid, which sends our emails and delivers website enquiries to us.
• Google Workspace, which hosts our email at hello@youralterego.com.au.
• Anthropic, an AI service that sorts the emails we receive and drafts replies. A member of our team reads every reply before it is sent.
• Our card payment provider, which processes card payments. We never see or keep your full card number.
• Cloudflare, which hosts this website, and Google, which provides the maps on this website and Google Analytics.

Some of these services store or process information outside Australia, including in the United States. We may also share information when the law requires it.

How long we keep it

Enquiries that don’t turn into an order are deleted after 12 months. Order and payment records are part of our business records, which tax law requires us to keep for at least five years.

Keeping it safe

Only our team and the services above can access your information, and we take reasonable steps to protect it from misuse, loss and unauthorised access.

Cookies and Google Analytics

This website uses Google Analytics, a service provided by Google, to understand how visitors use the site so we can improve it. Google Analytics uses cookies and similar technologies to collect information such as the pages you view, how long you spend on them, the website that referred you, your browser and device type and your approximate location. It does not give us your name or contact details. Google processes this information under its own privacy policy.

You can block or delete analytics cookies in your browser settings, or install Google’s opt-out browser add-on to stop Google Analytics collecting information about your visits.

The maps on our shop pages are Google Maps. They connect to Google when they load, and Google’s own privacy policy applies.

Seeing or correcting your information

You can ask what information we hold about you, ask us to correct it, or ask us to stop sending feedback requests. Email hello@youralterego.com.au or ask at either shop.

Questions and complaints

If you’re worried about how we’ve handled your information, please email hello@youralterego.com.au and we’ll look into it. If you’re not happy with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

Changes to this policy

If we change how we handle your information, we’ll update this page.

Google Privacy Policy · Google Maps Terms · How Google uses information from sites that use its services · Google Analytics opt-out add-on · Office of the Australian Information Commissioner