3. Privacy Policy

This Privacy Policy is issued in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”). It explains how The Grand Closet, as the Responsible Party, collects, uses, stores and protects your personal information.

3.1 Responsible Party

The Grand Closet is the Responsible Party for personal information collected through this Website. Our appointed Information Officer can be contacted at [email protected] for any privacy-related query, access request or complaint.

3.2 Information We Collect

•           Identity & contact details: name, email address, phone number, delivery and billing address

•           Order details: products purchased, sizing/measurement information for made-to-order items, order history and payment status

•           Payment information: processed directly by our payment gateway partner — we do not store full card numbers

•           Technical data: IP address, browser type, device information and cookies collected via the Website

•           Communications: enquiries, returns requests and any correspondence with our support team

3.3 Purpose of Processing

• Marketing communications are only sent where you have opted in or where otherwise permitted by law. You may unsubscribe at any time.

We collect and use your personal information, on the lawful bases permitted under POPIA (including performance of a contract, consent and our legitimate business interests), to:

•           Process and fulfil your orders, including production of made-to-measure items and courier delivery

•           Process payments, returns, exchanges and refunds

•           Communicate with you about your order, including delivery updates and returns correspondence

•           Send marketing communications, where you have opted in, which you may withdraw consent for at any time

•           Improve the Website, prevent fraud, and comply with our legal and tax obligations

3.4 Sharing of Information

We share personal information only where necessary, with:

•           Courier and logistics partners, to deliver your order and process return collections

•           Payment processors, to securely process transactions and refunds

•           IT service providers who host our Website and systems, under confidentiality obligations

•           Regulators or authorities, where required by law

We do not sell your personal information to third parties.

3.5 Data Security & Retention

We implement reasonable technical and organisational measures to protect personal information against loss, unauthorised access, alteration or disclosure, in line with POPIA’s security safeguard conditions. We retain personal information only for as long as necessary to fulfil the purposes above or to meet legal, accounting or tax requirements, after which it is securely deleted or anonymised.

3.6 Cookies

Our Website may use Google Analytics, Meta Pixel and similar technologies where applicable. Non-essential cookies are activated only with your consent.

Our Website uses cookies to operate the shopping cart, remember preferences and analyse site usage. Non-essential cookies (such as analytics or marketing cookies) are only set with your consent via our cookie banner, which you can manage at any time through your browser or the site’s cookie settings.

3.7 Your Rights Under POPIA

As a data subject, you have the right to:

•           Be informed of what personal information is collected and why

•           Access the personal information we hold about you

•           Request correction or deletion of inaccurate or outdated personal information

•           Object to the processing of your personal information, including for direct marketing

•           Withdraw consent at any time, where processing is based on consent

•           Lodge a complaint with the Information Regulator of South Africa if you believe your rights have been infringed

3.8 Cross-Border Transfers

Where personal information is processed outside South Africa (for example, by an offshore hosting or payment provider), we will ensure that an adequate level of protection is in place, consistent with POPIA’s requirements for cross-border transfers.

3.9 Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or the law. The current version, with its effective date, will always be available on this Website.

3.10 Contact & Complaints

For privacy queries, access requests or complaints, contact our Information Officer at [email protected]. You may also contact the Information Regulator of South Africa at [email protected] if you are not satisfied with our response.

4. Force Majeure

The Grand Closet shall not be liable for delays or failures caused by events beyond its reasonable control, including supplier shortages, courier delays, customs delays, strikes, natural disasters, pandemics and load shedding.