Privacy policy

Last updated: 6 November 2026

Mattress Builders is a business name of Textiles Express Pty Ltd (ABN 91 127 904 018). In this policy, “we”, “us” and “our” refer to Textiles Express Pty Ltd trading as Mattress Builders. This policy explains how we handle personal information when you visit mattressbuilders.com.au, contact us, request a quote or purchase from us. We serve customers in Australia, primarily Victoria.

Information we collect

We collect information you provide through our website forms, checkout, chat, email, telephone and showroom enquiries. Depending on your enquiry or purchase, this may include your name, email address, telephone number, postcode, billing and delivery addresses, products of interest, mattress measurements and specifications, order details, and correspondence with our team.

You can make general enquiries without identifying yourself. However, we may need contact, payment or delivery information to provide a personalised quote, process an order or arrange delivery. Please only provide information relevant to your enquiry. Any confidential information you choose to provide is handled for the purpose of assisting you.

Our website also collects technical and usage information through cookies, tags and similar technologies, including IP address, browser and device information, pages viewed, interactions with content and advertisements, and purchase or enquiry events.

How we use information

We use personal information to respond to enquiries, prepare and send quotes and price guides, process payments and orders, arrange collection or delivery, provide customer support, manage warranties and returns, maintain necessary business records, protect against fraud, and understand and improve our website and advertising.

Some requested quotes, price guides and follow-up messages are sent automatically through our business systems. These communications assist with your enquiry; we do not use them to make decisions about your eligibility for credit or other decisions that significantly affect your rights or interests.

Our platforms and service providers

We do not sell or rent customer information, email addresses or telephone numbers. We do not provide customer lists to other businesses for their independent marketing.

Our online store operates on Shopify. Website forms and chat, email, SMS and automation services process information so that enquiries reach our team and we can respond. Information may be stored or processed within these platforms as part of providing their services.

We do not routinely send customer enquiry information to product suppliers. We may disclose information where you ask or authorise us to do so, or where disclosure is required or permitted by law. Information needed to fulfil a delivery may be made available to the people carrying out that delivery.

Payments

We accept card payments and PayPal through our Shopify website. Payment details are processed by the relevant payment provider. Our team does not need your full card number or card security code to answer an enquiry, and you should not send these details by email, chat or a quote form. We receive order and payment-status information needed to manage your purchase.

For details about these providers’ handling of personal information, see the Shopify Privacy Policy and PayPal Privacy Statement.

Cookies, analytics and advertising

We use Shopify functionality, Google Analytics and Google and Meta advertising tags to operate the website, understand visitor activity, measure enquiries and sales, and assess and improve our advertising. These technologies may allow Google or Meta to receive information about your device and activity on our website and associate it with information they already hold. They may also support relevant advertising on their services and other websites.

This is different from selling our customer contact lists. Google and Meta handle information they receive under their own privacy policies. See Google’s Privacy Policy and Meta’s Privacy Policy.

You can manage cookies through your browser and manage personalised advertising through your Google or Meta account settings. Where website privacy controls are available, you can also use those controls. Blocking some cookies may affect website or checkout functions. Changing advertising preferences does not necessarily stop all advertising or all measurement.

Email and SMS communications

We use email, telephone and relevant SMS messages to respond to enquiries and communicate about quotes, orders and customer service. We do not run blanket promotional SMS campaigns or sell contact details. If you receive optional promotional communications from us, you can ask us to stop by emailing sales@mattressbuilders.com.au or using any unsubscribe option provided. We may still need to send essential communications about an existing order or service request.

Storage, security and retention

Customer information may remain in our Shopify order records, form submissions, email correspondence and connected business platforms. We do not maintain a separate customer database for sale to other businesses. We take reasonable steps to protect information from loss, misuse and unauthorised access or disclosure, including limiting access to people who need it for their work. No online system can be guaranteed completely secure.

We retain information for as long as reasonably needed to respond to enquiries, fulfil orders, support warranties, resolve disputes and meet applicable accounting and legal obligations. When information is no longer needed and retention is not required, we take reasonable steps to delete or de-identify it, subject to the operation of platform backups and retention systems. You can contact us to request deletion; some records may need to be retained.

Overseas processing

Although our business serves Australian customers and does not offer overseas delivery, some technology and payment providers operate internationally. Shopify identifies its Singapore entity as the recipient of information from Australia. PayPal states that it and its service providers may process and store information in the United States and other countries. Our providers may therefore handle personal information overseas. Locations depend on the provider and service, and may change. Further details are available in the providers’ privacy policies linked above. You can contact us with questions about overseas handling of your information.

Access, correction and privacy complaints

To request access to or correction of personal information we hold, request deletion, change communication preferences or raise a privacy concern, contact us at sales@mattressbuilders.com.au. We may need to verify your identity before providing or changing personal information.

We will consider your request and respond within a reasonable period. If we cannot fulfil a request, we will explain why, subject to applicable law. For privacy complaints, please describe your concern and the outcome you are seeking. We aim to respond within 30 days. If more time is needed, we will let you know.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC), which can advise whether your complaint falls within its jurisdiction. Nothing in this policy limits rights you may have under applicable privacy law.

Contact us

Textiles Express Pty Ltd trading as Mattress Builders
ABN: 91 127 904 018
Email: sales@mattressbuilders.com.au
Telephone: 03 9583 0672
Showroom and postal address: 339 Warrigal Road, Cheltenham VIC 3192, Australia

Changes to this policy

We may update this policy to reflect changes to our business, services or applicable requirements. The current version will be published on this page with its updated date.