1. Privacy Policy

Last updated: 20 September 2026

At Pillowheaven, we respect your privacy and take the handling of your personal information seriously. This Privacy Policy explains how we collect, use, store, and share your information when you visit our website, purchase a product, or communicate with us.

1. Personal Information We Collect

When you browse our store, place an order, or contact our team, we may collect the following information:

• Contact information: Your name, email address, telephone number, and delivery address.

• Order information: Products purchased, order history, billing details, and delivery information.

• Payment information: Transaction details and payment status processed through our payment providers.

• Device information: IP address, browser type, device type, and technical identifiers.

• Website activity: Pages visited, products viewed, and interactions with our store.

• Customer communications: Information you provide when contacting us about orders, returns, or other enquiries.

2. How We Use Your Information

We may use your personal information for the following purposes:

• To process, confirm, and fulfil your orders.

• To arrange payments, shipping, delivery, returns, and refunds.

• To send order confirmations, tracking details, and service updates.

• To respond to customer enquiries and provide support.

• To prevent fraud and protect our store.

• To improve our website, products, and shopping experience.

• To measure marketing performance and provide relevant advertising where enabled.

• To send promotional communications where permitted by law.

• To meet legal, tax, accounting, and regulatory requirements.

3. Shopify and Third-Party Services

Our store is hosted on Shopify, which provides the ecommerce platform used to display products and process orders.

We may use third-party providers for payment processing, shipping, analytics, advertising, customer support, and other business operations. These providers may process personal information when necessary to perform their services, subject to applicable laws and their relevant privacy terms.

4. Cookies and Tracking Technologies

Our website may use cookies, pixels, and similar technologies to keep the store functioning, remember preferences, analyse visitor activity, and support advertising where enabled.

You can manage cookies through your browser settings and any privacy controls available on our website. Blocking certain cookies may affect website functionality. Where required by law, we will seek the necessary consent before using relevant tracking technologies.

5. Sharing Your Personal Information

We may share personal information with Shopify, payment processors, courier companies, service providers, analytics and advertising partners where enabled, and authorities where legally required.

We do not sell personal information as a standalone customer list. Information is shared as reasonably necessary for the purposes described in this policy or where permitted or required by law.

6. International Data Transfers

Some service providers may process or store information outside South Africa. Where personal information is transferred across borders, we will take the steps required by applicable privacy laws to ensure that the transfer is permitted and appropriate protections are in place.

7. Data Security and Retention

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration, or disclosure. However, no online system can be guaranteed completely secure.

We retain information for as long as reasonably necessary to fulfil the purposes described in this policy, resolve disputes, maintain business records, and comply with legal obligations.

8. Your Privacy Rights

Subject to applicable law, you may request access to your personal information, ask for inaccurate information to be corrected, object to certain processing, or request deletion where legally appropriate.

South African customers may exercise applicable rights under the Protection of Personal Information Act (POPIA).

To submit a privacy request, contact support@pillowheaven.co.za. We may need to verify your identity before responding.

9. Marketing Communications

You may opt out of promotional emails using the unsubscribe link provided in the message, where available. We may still send essential communications relating to your orders, transactions, or customer service requests.

10. Children's Privacy

Our store is not intentionally designed to collect personal information from children without an appropriate legal basis or required authorisation.

11. Links to Other Websites

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices of websites that we do not operate. We recommend reviewing their privacy policies before submitting personal information.

12. Changes to This Privacy Policy

We may update this policy to reflect changes in our business, website, service providers, or legal requirements. Changes will be published on this page with an updated revision date.

13. Contact Us

For privacy-related questions or requests, please contact us:

Pillowheaven

Email: support@pillowheaven.co.za