Terms of Service
Privacy Policy
Last updated: May 2026
1. Who we are
This Privacy Policy explains how Love from Me by Printique (“we”, “us”, “our”) collects, uses, shares and protects your personal information when you visit www.lovefromme.co.za (the “Website”), create an account, or buy goods from us.
We are the responsible party for your personal information as defined in the Protection of Personal Information Act 4 of 2013 (“POPIA”).
Trading name: Love from Me by Printique
Address: 105 11th Street Parkmore, Sandton, 2196, South Africa
Email: [email protected]
If you do not agree with this Policy, please do not use the Website or place an order with us.
2. Scope
This Policy applies to personal information we collect through the Website, our customer accounts, our checkout and order process, our marketing communications, our social media pages, and any communication you have with our support team.
It does not apply to third-party websites we link to. Those sites have their own privacy policies and we are not responsible for them.
3. What personal information we collect
Information you give us directly:
- Account information — name, surname, email address, mobile number, password (stored in hashed form), and any profile details you choose to add.
- Order and delivery information — billing address, delivery address, recipient name and contact number, delivery instructions, and order history.
- Payment information — your payment is processed by our third-party payment gateway. We receive confirmation of payment, the payment method type, and a masked reference (for example, the last four digits of a card). We do not collect, see or store your full card number, CVV or banking login details on our systems.
- Communications — the content of emails, WhatsApp messages, contact form submissions, product reviews and support queries you send us.
- Marketing preferences — your consent to receive email and SMS marketing, and any opt-outs you record.
- Returns and queries — information you supply when requesting a return, refund or warranty claim, including photographs where relevant.
Information we collect automatically:
- Device and usage information — IP address, approximate location derived from IP address, browser type, operating system, device identifiers, referring URL, pages viewed, products viewed, time spent on pages, and click behaviour.
- Cookies and similar technologies — see section 8 below.
Information we receive from third parties:
- Payment and fraud-screening results from our payment gateway.
- Delivery status and tracking events from our courier partners.
- Aggregated audience and campaign performance data from advertising and analytics platforms.
- Where you sign in or interact via a social media platform, the information that platform shares with us in accordance with your settings on that platform.
We do not intentionally collect special personal information (such as health, religious beliefs, biometric data or criminal history), and we ask you not to send it to us. If you volunteer it in a message, we will delete it unless we are legally required to keep it.
4. Children
Our Website and products are intended for people aged 18 and over. We do not knowingly collect the personal information of a child (a person under 18) without the prior consent of a competent person, as required by POPIA. If you believe a child has given us personal information, contact us at [email protected] and we will delete it.
5. Why we process your personal information, and on what legal basis
POPIA requires us to have a lawful justification for every use of your personal information. Ours are set out below.
| Purpose | Legal basis under POPIA |
|---|---|
| Creating and managing your customer account | Necessary to perform our contract with you (s 11(1)(b)) |
| Processing, fulfilling, delivering and tracking your orders | Necessary to perform our contract with you (s 11(1)(b)) |
| Taking payment and issuing invoices and refunds | Necessary to perform our contract with you (s 11(1)(b)) |
| Handling returns, refunds, warranty claims and cooling-off cancellations | Contract performance and compliance with the Consumer Protection Act and the Electronic Communications and Transactions Act (s 11(1)(b) and (c)) |
| Responding to your queries and providing customer support | Our legitimate interests in running a responsive business (s 11(1)(f)) |
| Fraud prevention, chargeback investigation, and Website security | Our legitimate interests in protecting our business and customers (s 11(1)(f)) |
| Sending you direct marketing by email and SMS | Your consent, or the limited exception for existing customers described in section 6 (s 11(1)(a) and s 69) |
| Analytics, measuring Website performance, and improving our products and range | Our legitimate interests, and your consent where analytics cookies are used (s 11(1)(a) and (f)) |
| Personalised advertising and retargeting on third-party platforms | Your consent, given through our cookie banner (s 11(1)(a)) |
| Keeping accounting, tax and transaction records | Compliance with a legal obligation (s 11(1)(c)) |
| Establishing, exercising or defending legal claims | Our legitimate interests (s 11(1)(f)) |
Where we rely on your consent, you may withdraw it at any time. Withdrawing consent does not affect processing we carried out before you withdrew it, and it does not affect processing we do on another basis (for example, we will still keep your invoice records even if you unsubscribe from marketing).
6. Direct marketing
If you have consented, or if you are an existing customer and we are marketing our own similar goods to you, we may send you marketing by email and SMS, as permitted by section 69 of POPIA and section 11 of the Consumer Protection Act.
Every marketing message we send will contain a free and simple way to opt out. You may also:
- Click “unsubscribe” in any marketing email;
- Reply “STOP” to any marketing SMS; or
- Email us and ask us to stop.
We will action your opt-out within a reasonable time and will not charge you for it. You will still receive transactional messages (order confirmations, payment receipts, shipping notifications, returns updates and security notices), because these are necessary to perform our contract with you and are not marketing.
We do not sell your personal information to third parties for their own direct marketing.
7. Who we share your personal information with
We share your personal information only where it is necessary, and only with parties who are bound to keep it confidential and secure. These include:
- Payment gateway and payment service providers — Walletdoc, Stitch, PayStack – to process payments and refunds and to screen for fraud.
- Courier, logistics and fulfilment partners — The Courier Guy, to deliver your order. For international orders this includes freight forwarders, customs brokers and destination-country postal or courier services.
- Website hosting, cloud and IT service providers — Xneelo and Hetzner.
- Analytics and advertising platforms — Google Analytics, Google Ads, Meta- as described in section 8.
- Professional advisers — accountants, auditors, insurers and attorneys, where reasonably necessary.
- Regulators, law enforcement and courts — where we are legally obliged to disclose, or where disclosure is necessary to establish, exercise or defend legal claims.
- Acquirers of our business — if we sell, merge or restructure our business, personal information may transfer to the acquirer as part of that transaction, subject to this Policy.
Each of these parties acts as our operator (processor) or as an independent responsible party. Where they act as our operator, we have a written agreement in place requiring them to process your personal information only on our instructions and to maintain appropriate security safeguards, as required by sections 20 and 21 of POPIA.
8. Cookies and tracking technologies
We use cookies and similar technologies (pixels, tags, local storage and SDKs) on the Website.
| Category | What it does | Consent needed? |
|---|---|---|
| Strictly necessary | Keeps you logged in, remembers your cart, secures checkout, prevents fraud, load-balances the site. The Website will not work without these. | No |
| Performance and analytics | Tells us which pages and products are viewed, where visitors come from, and where they drop off, so we can improve the Website. | Yes |
| Functional | Remembers preferences such as language, currency and region. | Yes |
| Marketing and targeting | Set by us and by advertising partners to measure campaigns, build audiences and show you relevant adverts on other websites and social platforms (retargeting). | Yes |
When you first visit the Website, our cookie banner lets you accept or reject non-essential cookies.
You can also block or delete cookies through your browser settings. If you block strictly necessary cookies, parts of the Website — including checkout — may stop working.
Do Not Track: our Website does not currently respond to browser “Do Not Track” signals.
9. Cross-border transfers of personal information
We sell and ship internationally, and some of our service providers are located outside South Africa. This means your personal information may be transferred to, stored in, or accessed from countries other than South Africa — including the USA, UK, Australia, EU, Israel.
Section 72 of POPIA permits such transfers where at least one of the following applies. We transfer personal information across borders only where:
- The recipient is subject to a law, binding corporate rules or a binding agreement that provides an adequate level of protection substantially similar to POPIA; or
- The transfer is necessary to perform our contract with you — for example, sending your delivery address to a courier or customs authority in the destination country so that your order can be delivered and cleared; or
- You have consented to the transfer.
We put contractual safeguards in place with our overseas operators requiring them to protect your personal information to a standard consistent with POPIA.
International orders and customs: to clear your parcel through customs, we and our couriers are legally required to disclose your name, delivery address, contact number, the contents and value of your order, and sometimes an identification or tax number, to the customs authorities of the destination country. We cannot ship internationally without doing this.
10. How we keep your personal information secure
We take appropriate, reasonable technical and organisational measures to protect your personal information against loss, damage, unauthorised access and unlawful processing, as required by section 19 of POPIA. These include:
- Encryption in transit (HTTPS/TLS) across the Website and at checkout;
- Passwords stored using one-way hashing;
- Access controls, so that staff only access personal information where they need it to do their job;
- Payment processing through a PCI-DSS compliant gateway, so that full card data never reaches our systems;
- Regular patching, backups and monitoring of our systems;
- Confidentiality and data-protection obligations in our contracts with staff and service providers.
No system is completely secure. While we work hard to protect your information, we cannot guarantee absolute security, and you send information to us at your own risk.
Data breaches: if there are reasonable grounds to believe that your personal information has been accessed or acquired by an unauthorised person, we will notify the Information Regulator and you, as soon as reasonably possible after discovering the breach, in accordance with section 22 of POPIA.
Your role: keep your account password confidential, use a strong and unique password, and tell us immediately at [email protected] if you suspect your account has been compromised.
11. How long we keep your personal information
We keep personal information only for as long as we need it for the purpose it was collected, unless a law requires or permits us to keep it longer.
| Type of record | Retention period |
|---|---|
| Order, invoice, payment and tax records | 5 years from the end of the relevant tax year, as required by the Tax Administration Act and the Companies Act |
| Customer account information | For as long as your account is active. |
| Marketing consent and opt-out records | For as long as we market to you, and for a reasonable period afterwards to prove we honoured your opt-out |
| Support and correspondence records | 5 years from the date of the last communication |
| Website analytics data | 5 years, usually in de-identified or aggregated form |
| Records needed for a legal claim or dispute | Until the claim or dispute is finally resolved and any appeal or prescription period has expired |
Once a retention period ends, we securely delete or permanently de-identify the information.
12. Your rights
Under POPIA and the Promotion of Access to Information Act 2 of 2000 (“PAIA”), you have the right to:
- Be told whether we hold personal information about you, and to request access to it (a PAIA request; a fee may be payable);
- Request correction or deletion of personal information that is inaccurate, irrelevant, excessive, out of date, incomplete, misleading or obtained unlawfully;
- Request deletion of personal information we are no longer authorised to keep;
- Object to our processing of your personal information on reasonable grounds, where we rely on legitimate interests;
- Object at any time to the processing of your personal information for direct marketing, free of charge;
- Withdraw your consent where we rely on consent;
- Not be subject to a decision based solely on automated processing that has legal consequences for you;
- Complain to the Information Regulator (see section 13); and
- Institute civil proceedings in a court of competent jurisdiction regarding an alleged interference with the protection of your personal information.
How to exercise your rights: email us. We will respond within a reasonable time, and in any event within the periods set by POPIA and PAIA. We may ask you to verify your identity before we act on your request, to make sure we are not disclosing your information to someone else.
We will not charge you for exercising your rights, except where PAIA prescribes a fee for access to records, or where a request is manifestly unfounded or excessive.
13. Complaints to the Information Regulator
If you are unhappy with how we have handled your personal information, please contact us first so that we can try to resolve it.
You also have the right to lodge a complaint directly with the Information Regulator:
The Information Regulator (South Africa) JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001 General enquiries: [email protected] POPIA complaints: [email protected] PAIA complaints: [email protected] Website: https://inforegulator.org.za Complaints portal: https://eservices.inforegulator.org.za
Complaints must be submitted in writing on the Regulator’s eServices portal, which requires you to register a user profile before you can submit and track a complaint.
14. Changes to this Policy
We may update this Policy from time to time to reflect changes in our business, technology or the law. The “Last updated” date at the top shows when it was last revised. If we make a material change, we will notify you by email or by a prominent notice on the Website before the change takes effect. Please review this page periodically.
15. Contact us
Love from Me Attention: The Information Officer, Email: [email protected]
