Privacy Policy

Last updated: 26 August 2026

At Filament Fox, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains what information we collect, why we collect it, how we use it, and how we protect it.

Filament Fox is an individual business operating from Gauteng, South Africa, in accordance with applicable South African privacy legislation, including the Protection of Personal Information Act 4 of 2013 (POPIA) and the Promotion of Access to Information Act 2 of 2000 (PAIA).

Information We May Collect

When you place an order, contact us, or interact with our website, we may collect information such as:

Your name and surname
Email address
Telephone / WhatsApp number
Delivery and billing address
Specific personalisation details provided for customised products (e.g., custom names or photo uploads)
Order history and transaction details
Information provided when contacting us for support or enquiries
Technical information such as your IP address, browser type, and device information
Data collected through cookies and basic website analytics

Please note: We do not offer customer accounts or account login facilities on our website. All orders are processed via guest checkout.

Payment Information

Payments made through our website are processed securely through PayFast. We do not collect, store, or process your credit card numbers, banking PINs, or sensitive financial account details directly on our servers.

Payment information is processed directly by PayFast to complete your transaction, prevent fraud, and comply with regulatory standards. Customers should refer to [suspicious link removed] for full details on how financial data is handled.

How We Use Your Information

We collect and process personal information strictly for lawful, clear, and specific business purposes under POPIA, including to:

Fulfil and dispatch your orders
Arrange door-to-door or locker delivery via The Courier Guy or PUDO
Contact you with order status updates or queries regarding your personalisation details
Respond to custom quote enquiries and customer support requests
Process refunds or transactional adjustments where necessary
Keep appropriate tax, accounting, and legal business records
Prevent fraudulent transactions and protect site security
Send occasional direct marketing communications where you have explicitly opted in

Sharing Your Information

We do not sell, trade, or rent your personal information to third parties. We only share relevant details with trusted service providers who assist us in operating our business:

PayFast (Payment gateway processing)
The Courier Guy / PUDO (Parcel delivery and courier services)
HostAfrica (Website hosting and server infrastructure)
Professional Advisers & Authorities (Where required for business compliance, tax auditing, or legal obligations)

All third-party service providers are contractually required to treat your personal data with strict confidentiality and maintain adequate security measures in line with POPIA.

Cookies & Web Analytics

Our website uses standard cookies to ensure basic e-commerce functions work smoothly (such as keeping items in your shopping cart during your session).

Cookies help us:

Keep the website operating securely and correctly
Remember basic user preferences
Measure overall website traffic patterns to improve user experience

You can adjust or block cookie settings through your internet browser at any time. Please note that disabling essential cookies may impact store checkout functionality.

Electronic Marketing

If you choose to subscribe to updates from Filament Fox, we may occasionally send emails or messages about new product releases, special offers, or market news.

You may unsubscribe from marketing messages at any time by clicking the "Unsubscribe" link in any promotional email or contacting us directly. We strictly comply with POPIA regulations regarding unsolicited commercial communication.

Data Security

We take all reasonable technical and organisational steps to safeguard personal information against loss, misuse, unauthorised access, disclosure, or alteration. However, please note that no method of internet transmission or digital storage can be guaranteed 100% secure.

Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected—including order processing, customer support, and complying with South African tax and statutory record-keeping laws.

Your Legal Rights Under POPIA

Under POPIA, you have the right to:

Request confirmation of what personal information we hold about you
Request the correction or updating of inaccurate, incomplete, or outdated information
Request the deletion or destruction of your personal information (where legal retention requirements no longer apply)
Object to the processing of your personal information or direct marketing communications
Withdraw consent previously granted for data processing

Privacy Enquiries & Information Officer

To exercise any of your rights or raise questions regarding this Privacy Policy, please contact our designated Information Officer:

Business Name: Filament Fox
Information Officer: D. Vanmali
Email Address: thefilamentfox@gmail.com
Telephone: 064 545 3960
Location: Gauteng, South Africa

Complaints to the Information Regulator

If you believe that your personal data has been processed in contravention of POPIA and we have not resolved your concern satisfactorily, you have the right to submit a complaint to the South African Information Regulator:

Website: inforegulator.org.za
General Enquiries: enquiries@inforegulator.org.za
POPIA Complaints: POPIAComplaints@inforegulator.org.za