Privacy policy
This Privacy Policy explains how Lumara collects, uses, and protects your personal information when you shop with us. By placing an order or browsing our store, you agree to the practices described below.
1. Who We Are
Lumara is a handcrafted crochet hat store operating exclusively within the Republic of South Africa. All orders are fulfilled and shipped locally. If you have any questions about this policy, please contact us at lumarabase@gmail.com.
2. Information We Collect
When you place an order or interact with our store, we may collect:
- Your full name and contact details (email address and phone number)
- Your delivery address
- Payment information, processed securely through our payment partners — we do not store card details on our systems
- Order details including items purchased, order value, and history
- Technical data such as your IP address, browser type, and browsing behaviour on our site
- Any messages or communications you send us
3. How We Use Your Information
We use your information to:
- Process and fulfil your orders
- Arrange delivery of your purchase
- Send order confirmations and delivery updates
- Respond to your questions and provide customer support
- Process payments and prevent fraud
- Meet our legal obligations under South African law
- Improve our store and customer experience
- Send occasional product updates or promotions where you have opted in
We do not sell, rent, or share your personal information with third parties for their own marketing purposes.
4. Payment Processing
All payments are handled by PCI-DSS compliant payment processors using industry-standard SSL/TLS encryption. Lumara does not store, view, or retain your card number, CVV, or banking credentials at any point.
By completing a purchase, you also agree to the terms of our payment provider. They may independently process certain details — such as your name, billing address, and transaction amount — for fraud prevention and regulatory compliance. We share only the minimum information required to complete your transaction securely.
5. Delivery
Once your order has been confirmed and payment received, we will prepare and dispatch your hat within 1 to 2 business days. Delivery to your door typically takes between 3 and 7 business days depending on your location within South Africa. Remote areas may require up to 10 business days.
You will receive a notification once your order has been dispatched. If your order has not arrived within the expected timeframe, please reach out to us at lumarabase@gmail.com and we will assist you promptly.
Please ensure your delivery address is correct at the time of checkout. Lumara cannot be held responsible for delays or failed deliveries due to incorrect address information provided by the customer.
6. Sharing Your Information
We only share your information where necessary to operate our business or comply with the law:
- Payment processors — to authorise and process your payment
- Delivery partners — to ship your order to the address you provided
- Shopify — our e-commerce platform, which stores order data on our behalf
- Legal authorities — where required by South African law
7. Data Storage and Security
Your information is stored on Shopify's secure servers. We use HTTPS encryption across our store and take reasonable steps to protect your data from unauthorised access or misuse.
We retain your order and personal information for as long as necessary to fulfil your order and meet our legal obligations — generally five years in line with South African financial record-keeping requirements under the Companies Act and SARS regulations.
8. Your Rights Under POPIA
Under the Protection of Personal Information Act, 4 of 2013 (POPIA), you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your information where we are not legally required to keep it
- Object to how we process your information
- Withdraw consent for marketing at any time
- Lodge a complaint with the Information Regulator of South Africa
To exercise any of these rights, email us at lumarabase@gmail.com. We will respond within 30 days.
9. Cookies
Our store uses cookies to keep your session active, remember your cart, and understand how visitors use our site. You can disable cookies in your browser settings, though this may affect your ability to check out.
10. Changes to This Policy
We may update this policy from time to time. Changes will be posted on this page with a revised effective date. We encourage you to check back periodically.
Questions about this policy? Reach us at lumarabase@gmail.com — we're happy to help.