Privacy policy

Last updated: 3 July 2026

This Privacy Policy explains how Fluff Happens collects, uses, stores, and shares personal information when you visit our website, place an order, contact us, create an account, subscribe to marketing, or otherwise use our online store.

By using our website or placing an order, you acknowledge that you have read and understood this Privacy Policy.

South African Privacy Notice

Fluff Happens processes personal information in line with applicable South African privacy laws, including the Protection of Personal Information Act, 4 of 2013.

We collect and use personal information to process orders, accept payments, arrange delivery, provide customer support, prevent fraud, manage returns, send order updates, improve our store, and keep lawful business records.

We may share necessary order information with trusted service providers such as Shopify, PayFast, courier partners, fulfilment partners, technical service providers, fraud-prevention tools, and other service providers where needed to operate the store and complete your order.

Customers may contact us at info@fluffhappens.co.za to request access to, correction of, or deletion of their personal information where applicable.

Personal Information We Collect

Depending on how you interact with our store, we may collect or process the following types of personal information:

  • Contact details, such as your name, email address, phone number, billing address, and delivery address.

  • Order and transaction details, such as the products you buy, order history, payment confirmation, delivery status, returns, refunds, and customer service records.

  • Account details, such as your login details, saved preferences, and account activity if you create an account.

  • Communication details, such as messages you send to us through email, contact forms, social media, or customer support.

  • Device and website usage information, such as your IP address, browser, device type, pages viewed, cart activity, and how you interact with our website.

  • Marketing preferences, such as whether you have subscribed to or unsubscribed from promotional emails.

Payment Information

Payments are processed through secure third-party payment providers, including PayFast and/or payment services made available through Shopify.

We do not intentionally store full payment card details on our own systems. Payment providers may process payment details, transaction records, fraud checks, and payment confirmations in order to complete your purchase and protect against unauthorised or fraudulent transactions.

How We Collect Personal Information

We may collect personal information:

  • Directly from you when you place an order, create an account, contact us, subscribe to emails, request support, or submit information through the website.

  • Automatically when you visit or interact with the website, including through cookies, pixels, analytics tools, and similar technologies.

  • From service providers who help us operate the store, process payments, manage orders, arrange delivery, detect fraud, provide customer support, or improve our website.

  • From third parties where permitted by law, such as payment providers, fulfilment partners, analytics tools, advertising platforms, or fraud-prevention services.

How We Use Personal Information

We use personal information for the following purposes:

  • To process and fulfil orders.

  • To accept payments and confirm payment status.

  • To arrange delivery and provide tracking or order updates.

  • To communicate with you about your order, account, returns, refunds, or customer support requests.

  • To manage returns, cancellations, disputes, and refunds.

  • To detect, prevent, and investigate fraud, abuse, unauthorised transactions, security issues, or unlawful activity.

  • To maintain lawful business, tax, accounting, and compliance records.

  • To improve our website, product range, customer experience, and store functionality.

  • To send marketing emails where you have subscribed or where the law allows us to do so.

  • To comply with legal obligations, enforce our policies, and protect our business, customers, and service providers.

Marketing Communications

If you subscribe to marketing emails, we may send you promotional updates, product news, launch offers, and store announcements.

You can unsubscribe at any time by using the unsubscribe link in our marketing emails. Even if you unsubscribe from marketing, we may still send non-promotional emails about your orders, payments, deliveries, returns, account, or legal notices.

Cookies and Tracking

Our website may use cookies and similar technologies to operate the store, remember your preferences, understand website performance, improve the shopping experience, support fraud prevention, and assist with analytics or marketing.

You can manage cookies through your browser settings. Some website features may not work properly if certain cookies are disabled.

How We Share Personal Information

We only share personal information where needed for legitimate business, operational, legal, or customer-service purposes.

We may share personal information with:

  • Shopify, which hosts and supports our online store.

  • PayFast and other payment providers used to process payments.

  • Courier, delivery, fulfilment, warehouse, or supplier partners who need order details to deliver your purchase.

  • Technical service providers who help with hosting, email, analytics, security, fraud prevention, customer support, store apps, and website functionality.

  • Professional advisers, where needed for accounting, legal, compliance, or business purposes.

  • Authorities, regulators, courts, or law enforcement where required or permitted by law.

  • Another business entity if Fluff Happens is involved in a merger, sale, restructuring, transfer, or similar business transaction.

Relationship with Shopify

Our store is powered by Shopify. Shopify may collect and process personal information when you use our store, including information needed to provide the ecommerce platform, checkout, analytics, security, and related services.

Information submitted through our store may be transmitted to Shopify and to other service providers in South Africa or other countries where Shopify or its service providers operate.

Shopify may also process certain personal information under its own privacy terms. You can learn more about Shopify’s privacy practices by visiting Shopify’s privacy policy and privacy portal.

International Transfers

Some of our service providers may process or store personal information outside South Africa. Where personal information is transferred internationally, we take steps that are reasonably practicable to ensure that the information is protected in line with applicable legal requirements and the safeguards used by our service providers.

Security

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure, alteration, or destruction.

However, no website, system, or internet transmission is perfectly secure. Please do not send sensitive or unnecessary personal information to us through unsecured channels.

Retention

We keep personal information only for as long as reasonably needed for the purposes described in this Privacy Policy, including order fulfilment, customer support, legal compliance, accounting, tax, fraud prevention, dispute handling, and business recordkeeping.

When information is no longer needed, we will delete, anonymise, or securely restrict it where reasonably practicable.

Your Rights

Depending on the law that applies, you may have rights to:

  • Request access to personal information we hold about you.

  • Request correction of inaccurate or incomplete personal information.

  • Request deletion of personal information where applicable.

  • Object to certain processing of your personal information where applicable.

  • Withdraw consent where processing is based on consent.

  • Unsubscribe from marketing communications.

  • Lodge a complaint with the Information Regulator of South Africa.

These rights may be limited in certain circumstances, including where we need to retain information for legal, tax, accounting, fraud-prevention, dispute-resolution, or order-related reasons.

To make a privacy request, contact us at info@fluffhappens.co.za. We may need to verify your identity before actioning your request.

Complaints

If you have a complaint about how we process your personal information, please contact us first at info@fluffhappens.co.za so that we can try to resolve the issue.

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

Information Regulator contact details:
General enquiries: enquiries@inforegulator.org.za
POPIA complaints: POPIAComplaints@inforegulator.org.za
Telephone: 010 023 5200
Toll free: 0800 017 160

Third-Party Websites and Links

Our website may contain links to third-party websites, platforms, payment providers, social media pages, or external services. We are not responsible for the privacy practices, security, or content of third-party websites. Please review their privacy policies before providing personal information to them.

Children’s Information

Our website is not intended for use by children. We do not knowingly collect personal information from children without appropriate consent from a parent or guardian where required by law.

If you believe that a child has provided personal information to us, please contact us at info@fluffhappens.co.za so that we can review and take appropriate action.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our store, service providers, legal obligations, or business practices.

The updated version will be posted on this page with a new “Last updated” date.

Contact Us

For privacy questions, customer information requests, or concerns about this Privacy Policy, contact:

Fluff Happens
Email: info@fluffhappens.co.za
Website: www.fluffhappens.co.za