Privacy Policy

Last Updated: September 6, 2025

Linen & Co operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Linen & Co is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Company Details

• Business Name: Linen & Co
• Registration Address: 5 1st Avenue, Edenvale, Gauteng, 1609, South Africa
• Contact Email: info@linenco.co.za
• Website: www.linenco.co.za
• Platform: Powered by Shopify

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

Contact Details

• Full name
• Residential address
• Billing address
• Shipping address
• Phone number
• Email address

Business-Specific Information (for Hospitality and Commercial Clients)

• Company name
• Trading name
• VAT registration number
• Business registration number
• Industry type
• Specific linen requirements
• Preferred communication methods
• Account manager preferences

Financial Information

• Credit card and debit card numbers
• Payment card information
• Financial account information
• Transaction details
• Form of payment
• Payment confirmation details
• Full payment processing information

Account Information

• Username and password
• Security questions and answers
• Account preferences and settings
• Order history and preferences

Transaction Information

• Items viewed, added to cart, or purchased
• Custom design specifications
• Fabric and colour preferences
• Special instructions and requirements
• Past transactions and order history
• Return and exchange records

Custom Design Information

• Design preferences and specifications
• Fabric selections
• Colour matching requirements
• Personalisation details
• Embroidery and monogramming specifications
• Bespoke design elements

Communications with Us

• Customer support inquiries
• Design consultation communications
• Feedback and reviews
• Marketing communication preferences

Device Information

• Information about your device, browser, or network connection
• IP address and other unique identifiers
• Operating system and browser type

Usage Information

• Information regarding your interaction with the Services
• How and when you interact with or navigate the Services
• Pages visited and time spent on site
• Search queries and browsing behaviour

Cookie Policy and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyse site traffic, and personalise content. These technologies help us:

• Remember your preferences and login information
• Understand how you interact with our website
• Provide personalised product recommendations
• Improve our website's functionality and user experience

Types of Cookies We Use:

• Essential Cookies: Necessary for website functionality and cannot be disabled
• Performance Cookies: Help us understand website usage and improve our services
• Marketing Cookies: Used to deliver more relevant advertising and marketing communications

You can manage cookie preferences through your browser settings. However, disabling cookies may impact your website experience and functionality.

Data Breach Notification Protocol

In the event of a data breach that may compromise your personal information, Linen & Co commits to the following notification process:

• Immediate Investigation: Upon discovering a potential breach, we will conduct a thorough and immediate investigation to understand the scope and impact.
• Risk Assessment: We will assess the potential risk to your personal information and the likelihood of harm.
• Notification Timeline:
  • For high-risk breaches: We will notify affected individuals within 72 hours of discovering the breach
  • For lower-risk breaches: Notification will occur within 7 days
• Notification Content: Our breach notification will include:
  • A description of the breach
  • The types of information potentially compromised
  • Recommended steps for individuals to protect themselves
  • Actions we are taking to address the breach
• Regulatory Compliance: We will report the breach to the Information Regulator of South Africa as required by POPIA, within the mandated timeframes.

Personal Information Sources

We may collect personal information from the following sources:

• Directly from you when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information
• Automatically through the Services from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies
• From our service providers when we engage them to enable certain technology and when they collect or process your personal information on our behalf
• From our partners or other third parties involved in order fulfilment and delivery

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

Provide, Tailor, and Improve the Services

• Process your full payments before order initiation
• Fulfil your orders and arrange shipping
• Create and maintain your account
• Process purchases, returns, exchanges, or other transactions
• Remember your preferences and items of interest
• Send notifications related to your account
• Enable custom design consultations
• Facilitate returns and exchanges
• Create a customised shopping experience
• Provide product recommendations

Marketing and Advertising

• Send marketing, advertising, and promotional communications
• Show you online advertisements for products or services
• Provide launch campaign communications
• Send seasonal hospitality linen updates
• Offer custom design consultation invitations
• Share sustainability and eco-friendly product information

Security and Fraud Prevention

• Authenticate your account
• Provide secure payment processing
• Detect, investigate, or take action regarding fraudulent activity
• Protect public safety and secure our services
• Verify full payment before processing orders

Communicating with You

• Provide customer support
• Respond to inquiries and feedback
• Maintain business relationships
• Provide design consultation services

Legal Reasons

• Comply with applicable law, including POPIA
• Respond to valid legal process
• Investigate potential violations of our terms or policies
• Enforce our legal rights

Marketing Communication Consent

We are committed to obtaining clear, explicit consent for marketing communications and providing easy opt-out mechanisms.

Types of Marketing Communications

Email Marketing:

• Promotional offers and product updates
• Seasonal collections and hospitality industry insights
• Custom design consultation invitations

SMS Marketing:

• Order status updates
• Flash sales and limited-time offers
• Launch campaign notifications

Consent Withdrawal

• Clicking "Unsubscribe" in any marketing email
• Texting STOP to marketing SMS numbers
• Updating communication preferences in your account settings
• Contacting us directly at info@linenco.co.za

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy:

• With Shopify, vendors, and other third parties who perform services on our behalf
• With business and marketing partners to provide marketing services
• When you direct, request, or consent to disclosure to third parties
• With our affiliates or within our corporate group
• In connection with business transactions such as mergers
• To comply with legal obligations and protect rights

Third-Party Service Processors

To provide our Services, we may share your information with the following trusted third-party service processors:

• E-commerce Platform: Shopify (website hosting, order management)
• Payment Processing:
  • Yoco (South African payment gateway)
• Shipping and Logistics: Linen and Co Preferred Courier Company
• Email Marketing: Mailchimp
• Analytics: Google Analytics

We ensure these processors adhere to strict data protection standards and have appropriate data processing agreements in place.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services. Information you submit will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside. Shopify may make use of personal information collected about your interactions with our store for enhanced features.

Third Party Websites and Links

The Services may provide links to websites operated by third parties. We are not responsible for the privacy or security of such sites. Our inclusion of such links does not imply endorsement of their content or practices.

Children's Data

The Services are not intended for children under 18 years of age. We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us to request deletion.

Security and Retention of Your Information

We implement appropriate security measures to protect your personal information, including:

• Advanced data encryption
• Secure payment gateways
• Regular security audits
• Strict access controls
• Comprehensive staff training on data protection
• Custom design file protection
• Commercial client confidentiality measures

Please be aware that no security measures are perfect. We recommend not using unsecure channels to communicate sensitive information.

Your Rights and Choices

Depending on where you live, you may have some or all of the following rights:

• Right to Access/Know: Request access to personal information we hold about you
• Right to Delete: Request deletion of personal information we maintain about you
• Right to Correct: Request correction of inaccurate personal information
• Right of Portability: Receive a copy of personal information and request transfer to a third party

You may exercise these rights by contacting us using the details below. We will not discriminate against you for exercising your rights. We may need to verify your identity before processing requests.

Complaints

If you have complaints about how we process your personal information, please contact us. Depending on where you live, you may have the right to lodge your complaint with your local data protection authority or the Information Regulator of South Africa.

International Transfers

We may transfer, store, and process your personal information outside South Africa. When we transfer personal information internationally, we ensure appropriate data protection measures are in place, including compliance with POPIA and recognised transfer mechanisms.

Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes to our practices or for operational, legal, or regulatory reasons. We will post the revised Privacy Policy on our website, update the "Last updated" date, and provide notice as required by applicable law.

Contact Information

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of your rights, please contact us at:

• Email: info@linenco.co.za
• Phone: 010 109 4950
• Address: 5 1st Avenue, Edenvale, Gauteng, 1609, South Africa

Consent

By using our Services, you consent to the terms of this Privacy Policy and our collection, use, and disclosure of your personal information as described herein.