Last updated: 29 September 2026
1. Our commitment to privacy
National Urns is a business name of Walker Funeral Group Pty Ltd (ABN 18 627 546 132) (“we”, “us” or “our”). We understand the sensitive nature of the funeral industry and are committed to protecting the privacy of our customers and visitors to our website and online store at www.nationalurns.com.au.
This policy explains how we collect, use, disclose and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. Information we collect
We collect the information we need to sell and deliver memorial products such as urns, keepsakes and jewellery:
- Customer information: your name, billing and delivery address, email address and phone number.
- Order information: the products you purchase, order totals and delivery details.
- Payment information: card payments are processed by our payment provider, Stripe. Your full card details are entered directly into Stripe’s secure payment form and are never received or stored by us.
- Information about a deceased person: while information about a deceased person is not “personal information” under the Privacy Act, we treat any such information you share with us with the highest level of confidentiality and dignity.
- Website usage information: your IP address, browser and device type, and how you use our website (see section 3).
If you do not provide the information we ask for at checkout, we will not be able to process or deliver your order.
3. How we collect information
- Directly from you: when you place an order through our online store or contact us. Our online store uses guest checkout; we do not create customer accounts.
- Website analytics: our website uses Microsoft Clarity to understand how visitors use the site (for example, pages visited, clicks and scrolling) so we can improve it. Clarity uses cookies and may record your interactions with our pages.
- Checkout and fraud prevention: Stripe sets cookies during checkout to process payments securely and to help detect fraud. We may also use hCaptcha to check that orders are placed by a person and not an automated program.
- Your browser: our online store saves your cart, and the details you enter at checkout for the current browser session, in your browser’s own storage so they are not lost if you refresh the page. This information stays on your device until the order is completed, you clear your cart, or the session ends.
You can block or delete cookies through your browser settings, although some parts of the website, including checkout, may not work properly without them.
4. Why we collect and use your information
- Order fulfilment: to process your payment, supply and deliver your products, and send you order confirmations and updates.
- Customer service: to respond to your enquiries, including enquiries about the memorialisation of your loved one.
- Legal compliance: to keep the records we are required to keep by law, such as tax records.
We only send you emails about your orders and enquiries. We do not send marketing emails. If we ever wish to, we will ask for your consent first and every marketing email will include a way to unsubscribe, as required by the Spam Act 2003 (Cth).
5. Disclosure of information
We do not sell your personal information. We disclose it only as needed to provide our products and services:
- Service providers: our suppliers and delivery couriers (to fulfil and deliver your order), and our IT, website hosting and email providers.
- Payments: Stripe, to process your payment and detect fraud.
- Legal requirements: where required or authorised by an Australian law or a court or tribunal order.
Overseas recipients. Some of our service providers store or process information outside Australia:
- Stripe (payment processing and fraud prevention) — United States and other countries where Stripe operates.
- Microsoft Clarity (website analytics) — United States.
- hCaptcha (bot protection, where used) — United States.
Our website hosting and email providers may also store information in Australia or overseas. We take reasonable steps to ensure these providers handle your information consistently with the Australian Privacy Principles.
6. Storage and data security
- Security: our website and online store use encrypted (HTTPS) connections, and we take reasonable steps to protect the information we hold from misuse, interference, loss and unauthorised access, modification or disclosure.
- Retention: in line with funeral industry practice and our legal obligations, we keep order and customer records for a minimum of 7 years. After this period, digital records are deleted and physical records are securely destroyed.
7. Your rights: access and correction
Under the Australian Privacy Principles, you have the right to:
- Access the personal information we hold about you.
- Request correction of any information that is inaccurate, out of date, incomplete or misleading.
- Remain anonymous where practical, for example when making general enquiries. We do need your name and contact details to process and deliver an order.
To make a request, contact us using the details in section 9. We may need to verify your identity before acting on a request.
8. Automated decision-making
Our payment provider, Stripe, uses automated systems to screen transactions for fraud. These systems analyse details of the transaction and may automatically decline a payment that appears high-risk, to protect you and us from fraud. If your payment is declined and you believe it should not have been, please contact us and we will help you complete your order.
9. Complaints and contact information
If you have a question about this policy, want to access or correct your information, or have a concern about how we have handled your privacy, please contact our Privacy Officer:
Privacy Officer
National Urns (Walker Funeral Group Pty Ltd)
Email: info@nationalurns.com.au
Phone: (02) 9888 2203
We aim to respond to all complaints within 30 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
10. Changes to this policy
We may update this policy from time to time. The current version will always be available on our website, with the date it was last updated.