Privacy policy

Privacy Policy

Last updated: 17 August 2026

Silk & Stone respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you visit or use our website, purchase our products, communicate with us, or otherwise interact with Silk & Stone.

Silk & Stone operates this online store using Shopify. By using our website or purchasing from us, you acknowledge that you have read and understood this Privacy Policy.

This Privacy Policy should be read together with our Terms and Conditions, Returns & Refunds Policy, Shipping Policy and any other policies published on our website.

This Privacy Policy is intended to comply with applicable South African privacy laws, including the Protection of Personal Information Act 4 of 2013 (“POPIA”), as applicable to our processing of personal information.

1. Who We Are

Silk & Stone is an online South African beauty tools retailer.

For purposes of POPIA, Silk & Stone acts as the responsible party in relation to personal information that we collect and process for our own business purposes.

Business: Silk & Stone
Email: silkandstoneza@gmail.com

If you have any questions about this Privacy Policy or how we handle your personal information, you can contact us using the details above.

2. What Personal Information We Collect

Depending on how you interact with Silk & Stone, we may collect information including:

Information you provide to us

This may include:

  • Your name and surname

  • Email address

  • Telephone or mobile number

  • Billing address

  • Delivery/shipping address

  • Order information

  • Products purchased, returned or exchanged

  • Information you provide when contacting customer support

  • Information you provide when submitting a review or other content

  • Information you provide when subscribing to marketing communications

  • Any other information you voluntarily provide to us

Payment information

When you make a purchase, payment information is processed through our payment service providers.

We do not intentionally store your complete credit or debit card number on our own systems.

Payment information may be processed by third-party payment providers, including Yoco, and by Shopify and other service providers involved in processing your transaction.

These providers may collect and process payment information in accordance with their own privacy policies and security practices.

Information collected automatically

When you visit our website, certain information may automatically be collected, including:

  • IP address

  • Browser type and version

  • Device type

  • Operating system

  • Approximate location derived from your IP address

  • Pages visited

  • Products viewed

  • Referring websites

  • Time spent on pages

  • Interactions with our website

  • Shopping cart activity

  • Other technical and usage information

This information may be collected through cookies, pixels, analytics tools and similar technologies.

3. How We Collect Personal Information

We may collect personal information:

  • Directly from you when you place an order;

  • When you create or use an account;

  • When you subscribe to our mailing list;

  • When you contact us;

  • When you submit a review or other information;

  • When you browse or interact with our website;

  • Through cookies, pixels and similar technologies;

  • Through Shopify and other service providers that help operate our website;

  • Through payment providers and delivery or fulfilment providers;

  • Through advertising and analytics platforms, where permitted by applicable law.

We may also receive information from third parties where this is lawful and necessary for providing our Services.

4. Why We Collect and Use Your Personal Information

We only collect and process personal information for lawful and legitimate purposes.

We may use your personal information to:

Process and fulfil your orders

We use your information to:

  • Process purchases and payments;

  • Confirm and manage orders;

  • Deliver products to you;

  • Communicate with you about your order;

  • Process returns, refunds and exchanges;

  • Provide customer support;

  • Prevent fraudulent transactions;

  • Maintain records required for our business and legal obligations.

Provide and improve our website

We may use information about how customers interact with our website to:

  • Improve website functionality;

  • Improve our products and services;

  • Understand customer behaviour;

  • Identify technical problems;

  • Improve the shopping experience;

  • Personalise certain aspects of the website.

Marketing and advertising

Where permitted by law and, where required, with your consent, we may use your information to send marketing communications and to provide relevant advertising.

This may include advertising through platforms such as Facebook and Instagram.

We may use technologies such as cookies and advertising pixels to understand interactions with our website and to measure the effectiveness of advertising campaigns.

You may unsubscribe from direct marketing communications at any time using the unsubscribe mechanism provided in the communication or by contacting us.

Security and fraud prevention

We may process information to:

  • Detect and prevent fraud;

  • Protect our website and customers;

  • Investigate suspicious activity;

  • Prevent abuse of our services;

  • Protect our legal rights and property.

Legal and regulatory purposes

We may process and retain personal information where necessary to:

  • Comply with applicable laws;

  • Meet tax, accounting or regulatory obligations;

  • Respond to lawful requests from authorities;

  • Resolve disputes;

  • Enforce our agreements and policies;

  • Establish, exercise or defend legal claims.

5. Legal Basis for Processing

Under POPIA, personal information must be processed lawfully and in accordance with the conditions for lawful processing.

Depending on the circumstances, we may process your personal information where:

  • You have provided consent;

  • Processing is necessary to perform a contract with you, such as processing and delivering an order;

  • Processing is necessary to comply with a legal obligation;

  • Processing is necessary to protect legitimate business interests or rights, where permitted by law;

  • Processing is necessary to protect your interests or those of another person in circumstances permitted by law;

  • Another lawful basis under applicable legislation applies.

Where consent is the basis for processing, you may withdraw your consent, subject to legal or contractual limitations.

Withdrawal of consent will not affect processing that took place lawfully before the withdrawal.

6. Direct Marketing

We may use your personal information to communicate with you about Silk & Stone products, promotions, offers and other marketing where permitted by applicable law.

Where POPIA requires consent for electronic direct marketing, we will obtain the required consent.

Where the law permits marketing to existing customers under the applicable conditions, we may communicate with those customers about similar products or services, while providing an appropriate opportunity to opt out.

You can unsubscribe from marketing communications at any time.

Unsubscribing from marketing communications does not prevent us from sending essential non-marketing communications relating to your orders, transactions, account or customer service.

South Africa's Information Regulator specifically recognises electronic marketing such as email, SMS and telephone marketing as subject to POPIA's direct-marketing rules.

7. Cookies and Similar Technologies

Our website may use cookies, pixels, tags, scripts and similar technologies.

Cookies are small files stored on your device that help websites function and remember information about your visit.

We may use these technologies to:

  • Keep our website functioning properly;

  • Remember shopping cart and website preferences;

  • Understand how visitors use our website;

  • Measure website performance;

  • Improve our website;

  • Measure advertising performance;

  • Help us provide relevant advertising;

  • Detect fraud and protect our website.

Some cookies are necessary for the operation of our website, while others may be used for analytics, advertising or other purposes.

Our website may use technologies provided by Shopify, Meta and other third-party service providers.

You may be able to control or disable certain cookies through your browser settings. Disabling certain cookies may affect the functionality of the website.

8. Meta / Facebook and Instagram

We may use Meta technologies, including the Meta Pixel and related advertising or measurement technologies, to help us:

  • Understand how visitors interact with our website;

  • Measure advertising performance;

  • Improve our advertising;

  • Understand which products and content are of interest to customers;

  • Deliver or measure relevant advertising where permitted by law.

These technologies may collect information about your interactions with our website, such as pages viewed, products viewed, purchases and other website events.

Meta may process information collected through these technologies in accordance with its own privacy policies and terms.

Where required by applicable law, we will obtain the necessary consent before using non-essential tracking technologies.

9. Shopify

Our online store is hosted and powered by Shopify.

Shopify provides the technology that allows us to operate our website, process orders and provide our online shopping experience.

Information submitted through our store may be processed by Shopify and its service providers in order to provide these services.

Shopify may process personal information in accordance with its own privacy policies.

You can view Shopify's privacy information here:

Shopify Privacy Policy

10. Payment Providers

Payments may be processed through third-party payment providers, including Yoco.

When you make a payment, the relevant payment provider may collect and process information necessary to complete and secure the transaction.

We do not intentionally collect or store your full payment card details on our own systems.

Payment providers may process personal information in accordance with their own privacy policies and applicable laws.

11. Who We May Share Personal Information With

We do not sell your personal information as a business model.

We may disclose personal information to third parties where reasonably necessary and lawful to operate Silk & Stone.

These third parties may include:

  • Shopify and Shopify service providers;

  • Payment processors such as Yoco;

  • Delivery and courier companies;

  • Fulfilment providers;

  • Website hosting and technology providers;

  • Analytics providers;

  • Advertising and marketing platforms;

  • Customer support providers;

  • IT and security providers;

  • Professional advisers such as accountants, auditors and legal advisers;

  • Government authorities or regulators where legally required;

  • Other service providers acting on our behalf.

Where appropriate, we require service providers to handle personal information securely and only for authorised purposes.

12. Business Transfers

If Silk & Stone is involved in a merger, acquisition, sale of assets, restructuring, financing, insolvency or other business transaction, personal information may be transferred as part of that transaction where legally permitted.

Any such transfer will be handled in accordance with applicable privacy laws.

13. International Transfers

Some of our service providers may process or store personal information outside South Africa.

For example, Shopify, Meta, payment providers, technology providers and other service providers may operate internationally.

Where personal information is transferred outside South Africa, we will take reasonable steps to ensure that the transfer and processing complies with applicable legal requirements, including POPIA where applicable.

14. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information against:

  • Loss;

  • Theft;

  • Unauthorised access;

  • Unauthorised disclosure;

  • Unauthorised alteration;

  • Destruction;

  • Misuse.

However, no website, payment system, database or method of transmitting information over the internet can be guaranteed to be completely secure.

You should also take reasonable steps to protect your own information, including keeping passwords and account credentials confidential and avoiding sending sensitive information through unsecured communication channels.

If we become aware of a security compromise involving personal information, we will take the steps required by applicable law.

15. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including:

  • Providing our products and services;

  • Maintaining business and transaction records;

  • Meeting accounting, tax and legal obligations;

  • Resolving disputes;

  • Preventing fraud;

  • Enforcing agreements;

  • Protecting our legitimate business interests.

The appropriate retention period may vary depending on the type of information and the reason it was collected.

When information is no longer required, we will take reasonable steps to securely delete, destroy or anonymise it where appropriate.

16. Your Privacy Rights

Subject to the limitations and requirements of applicable law, you may have rights relating to your personal information, including the right to:

  • Request access to personal information we hold about you;

  • Request correction of inaccurate or incomplete information;

  • Request deletion of personal information where legally permitted;

  • Object to certain processing;

  • Object to direct marketing;

  • Withdraw consent where processing is based on consent;

  • Request information about how your personal information is processed;

  • Lodge a complaint regarding our processing of your personal information.

These rights are not absolute and may be subject to legal exceptions.

For example, we may be required to retain certain information to comply with legal, tax, accounting or other obligations.

The Information Regulator confirms that POPIA provides data subjects with rights including access, correction and objection rights.

17. How to Exercise Your Rights

To exercise a privacy right or ask a question about your personal information, contact us at:

Email: silkandstoneza@gmail.com

Please provide enough information for us to understand your request and verify your identity where reasonably necessary.

We may request additional information to verify that the person making a request is the relevant data subject or is legally authorised to act on their behalf.

We will consider and respond to valid requests within the period required by applicable law.

18. Complaints

If you believe that we have processed your personal information unlawfully or have otherwise infringed your privacy rights, please contact us first so that we have an opportunity to investigate and resolve the matter.

You may also have the right to lodge a complaint with the Information Regulator of South Africa.

The Information Regulator is the independent regulator responsible for monitoring and enforcing compliance with POPIA and PAIA.

Information about the Information Regulator and its complaint processes is available through its official website:

Information Regulator of South Africa

19. Children's Privacy

Our Services are intended for adults and are not directed at children.

We do not knowingly collect personal information from children where doing so would be unlawful.

If you believe that a child has provided us with personal information unlawfully, please contact us and provide the relevant details. We will take reasonable steps to investigate and, where appropriate and legally permitted, delete the information.

20. Third-Party Websites

Our website may contain links to third-party websites, including social media platforms, payment providers and other services.

If you follow a link to a third-party website, that website will have its own privacy practices and policies.

Silk & Stone is not responsible for the privacy, security or content of third-party websites that we do not control.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

21. Reviews, Social Media and Public Content

If you voluntarily submit a product review, testimonial, photograph, video, comment or other content to Silk & Stone, information contained in that submission may be visible to other users depending on where and how the content is published.

Do not submit personal information that you do not want publicly displayed.

Where required, we will obtain the appropriate permission before using customer-generated content for marketing purposes.

22. Accuracy of Personal Information

We take reasonable steps to ensure that personal information we process is accurate, complete and up to date where appropriate.

You are responsible for providing accurate information and should notify us if your personal information changes.

You may contact us if you believe that information we hold about you is inaccurate or incomplete.

23. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

  • Changes to our business;

  • Changes to our website or services;

  • Changes to our service providers;

  • Changes in technology;

  • Changes in applicable laws or regulatory requirements.

When we make changes, we will update the “Last updated” date at the top of this Privacy Policy.

We encourage you to review this Privacy Policy periodically.

24. Contact Us

If you have questions about this Privacy Policy, your personal information, or our privacy practices, please contact us:

Silk & Stone
Email: silkandstoneza@gmail.com
Last updated: 17 August 2026