Privacy policy

1.About this policy

We respect your privacy and handle your personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA). This policy explains what we collect when you shop with us or visit raineandco.co.za, and what you can ask us to do with it.

2.Who is responsible

Raine & Co is the responsible party for your personal information. Our Information Officer’s details, and our company details, are on our Legal and company information page. You can reach the Information Officer at hello@raineandco.co.za with "Privacy" in the subject line.

3.What we collect

• Contact and order details: your name, email address, phone number, delivery and billing address, and what you buy.
• Payment information: handled by our payment providers. We receive confirmation that you paid and the last digits of your card, never the full number.
• Account details: if you create an account, your order history, saved addresses and wishlist.
• Messages: what you send us by email, forms or social media.
• Website use: pages viewed, device and browser type, and approximate location, collected through cookies with your consent where it is required.

4.Why we use it

We use your information only for clear, lawful reasons:

• To process and deliver your orders, and to handle returns (to perform our contract with you).
• To answer your questions and provide customer service.
• To prevent fraud and keep the website secure (our legitimate interest).
• To keep records we must keep by law, such as tax records.
• To send you marketing, only if you have agreed to it.
• To understand how the website is used and improve it, where you have accepted analytics cookies.

5.Marketing messages

We only send marketing emails or messages if you have opted in, or if you are an existing customer and we are telling you about similar products, as section 69 of POPIA allows. Every message has an unsubscribe link, and you can opt out at any time by replying or emailing hello@raineandco.co.za.

6.Who we share it with

We never sell your personal information. We share it only with service providers who help us run the shop, under agreements that require them to protect it:

7.Information stored outside South Africa

Some of our service providers store information on servers outside South Africa. Under section 72 of POPIA we only allow this where the recipient is bound by laws or agreements that give your information protection similar to POPIA.

8.How long we keep it

We keep order and payment records for as long as tax and consumer law requires (usually 5 years). We keep marketing details until you unsubscribe, and account details until you ask us to close your account. After that we delete or anonymise the information.

9.How we protect it

We use secure, encrypted connections (HTTPS) across the website, limit who can see personal information, and use payment providers that meet the card industry’s security standard. If a security incident affects your information, we will tell you and the Information Regulator as POPIA requires.

10.Your rights

You may ask us, free of charge, to:

• Confirm whether we hold personal information about you, and give you a copy.
• Correct information that is wrong or out of date.
• Delete information we no longer need or are not allowed to keep.
• Stop using your information for marketing, or object to other uses.

Email hello@raineandco.co.za with "Privacy" in the subject line. We may ask you to confirm your identity first.

11.Children

Our website is meant for adults. We do not knowingly collect information from anyone under 18 without a parent or guardian’s consent.

12.Complaints

If you are unhappy with how we have handled your information, please tell us first so we can fix it. You also have the right to complain to the Information Regulator (South Africa): inforegulator.org.za, or email POPIAComplaints@inforegulator.org.za.

13.Changes to this policy

We will update this policy if the way we use personal information changes. The date at the top shows when it last changed.