Privacy policy

Last updated: 26 September 2026

NeoGlow Stationery House (“NeoGlow”, “we”, “us” or “our”) operates this online store and website. Our store is powered by Shopify, which provides the e-commerce platform that enables us to offer our products and services to you.

We respect your privacy and are committed to handling personal information responsibly and in accordance with applicable South African law, including the Protection of Personal Information Act 4 of 2013 (“POPIA”).

This Privacy Policy explains what personal information we may collect, why we collect it, how we use and share it, and the choices and rights available to you.

1. Personal Information We Collect

Depending on how you interact with NeoGlow, we may collect or process information such as:

Your name and contact details, including your email address and telephone number.
Billing and delivery information, including your delivery address.
Order and transaction information, including products purchased, returned or cancelled.
Payment-related information necessary to process your transaction. Payments may be processed by Shopify and/or applicable payment service providers.
Account information if customer account functionality is used.
Communications you send to us, including customer service, return, school, partnership or other enquiries.
Device and technical information, such as your browser, device type, IP address and similar identifiers.
Information about how you interact with our website, including pages and products you view and actions you take on the store.
Marketing preferences where you choose to receive promotional communications from us.

We aim to collect only personal information that is reasonably necessary for our business, legal and customer-service purposes.

2. How We Collect Personal Information

We may collect personal information:

Directly from you when you place an order, create an account, contact us, subscribe to communications or otherwise provide information to us.
Automatically when you use our website, including through cookies and similar technologies.
Through Shopify and service providers that help us operate our online store.
From payment, fulfilment, delivery or other service providers where necessary to complete a transaction or provide a requested service.
From other sources where permitted by applicable law.

3. Why We Use Your Personal Information

We may process personal information where reasonably necessary to:

Process and fulfil orders.
Process payments and transaction confirmations.
Arrange delivery of your purchases.
Communicate with you about orders, returns, refunds and customer-service matters.
Maintain customer accounts where applicable.
Respond to enquiries.
Prevent or investigate fraud, misuse or security incidents.
Operate, maintain and improve our website and services.
Understand how customers interact with our store.
Comply with legal, regulatory, accounting and other obligations.
Protect NeoGlow, our customers and our services.
Send marketing or promotional communications where you have chosen to receive them or where otherwise permitted by law.

Where consent is the basis for processing, you may withdraw that consent where applicable.

4. Marketing Communications

NeoGlow may use your contact information to send marketing or promotional communications where you have opted in or where otherwise permitted by applicable law.

You can unsubscribe from promotional emails using the unsubscribe option included in those communications or by contacting us.

Unsubscribing from marketing will not prevent us from sending necessary transactional communications relating to an order, payment, delivery, return, account or customer-service request.

We will not intentionally send marketing communications in a manner that is inconsistent with applicable South African privacy and electronic communications laws.

5. Cookies and Similar Technologies

Our website and Shopify may use cookies and similar technologies to operate the store, remember preferences, understand website activity, improve functionality, provide security and, where enabled, support analytics or advertising.

The cookies and technologies used may change depending on the features and services enabled on our store.

Where applicable, you may manage certain privacy and cookie preferences through the options provided on our website or through your browser settings.

6. How We Share Personal Information

We may share personal information where reasonably necessary to operate NeoGlow and provide our services.

This may include sharing information with:

Shopify, which powers our online store.
Payment service providers.
Delivery and fulfilment providers.
Technology, hosting and cloud-service providers.
Customer-support providers where applicable.
Professional advisers where reasonably necessary.
Analytics or marketing service providers where such services are enabled and permitted by law.
Government authorities, regulators or law-enforcement bodies where disclosure is required or permitted by law.

We may also disclose information where reasonably necessary to protect our legal rights, investigate fraud or security incidents, comply with legal obligations, or in connection with a legitimate business restructuring or transfer.

We do not authorise service providers to use personal information for purposes unrelated to the services they provide to us except where independently permitted by law.

7. Shopify

NeoGlow's online store is powered by Shopify.

Shopify collects and processes certain personal information in order to provide and improve its e-commerce services and enable transactions through our store.

Information submitted through our website may therefore be processed by Shopify and relevant service providers, including providers located outside South Africa.

Shopify's own processing of personal information is also governed by its applicable privacy documentation and practices.

You can learn more through the Shopify Consumer Privacy Policy and Shopify's privacy tools.

8. International Processing and Transfers

Some of the technology and service providers used to operate our store, including Shopify and related providers, may process or store personal information outside South Africa.

Where personal information is transferred across borders, we will handle such transfers in accordance with applicable South African privacy requirements and take reasonable steps, where required, to ensure that appropriate safeguards apply.

9. Children's Privacy

NeoGlow creates products designed for children, but our online store and purchasing process are intended for adults, including parents, guardians and other authorised purchasers.

A child does not need to provide personal information to NeoGlow simply to use one of our physical products.

We do not intentionally require children to provide personal information in order to purchase products from our online store.

Where NeoGlow processes a child's personal information, we will do so only where permitted by applicable law, including obtaining the consent of a parent, guardian or other competent person where required.

If you are a parent or guardian and believe that a child has provided personal information to NeoGlow in circumstances where they should not have done so, please contact us at hello@neoglow.co.za so that we can investigate and take appropriate action.

10. Information Security

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration, destruction or disclosure.

Our online store also relies on Shopify and other service providers to provide technical infrastructure and security.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

Please do not send passwords, complete payment-card details or other highly sensitive information through ordinary email unless specifically required through an appropriate secure process.

11. Retention of Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected or as required or permitted by law.

Retention periods may depend on factors such as:

Whether you have an active customer account.
Order and transaction record requirements.
Customer-service requirements.
Legal, tax, accounting or regulatory obligations.
Fraud prevention and security requirements.
The establishment, exercise or defence of legal rights.

When personal information is no longer reasonably required, we will delete, destroy or de-identify it where required by applicable law.

12. Your Privacy Rights

Subject to applicable law, you may have rights regarding your personal information, including the right to:

Ask whether NeoGlow holds personal information about you.
Request access to personal information we hold about you.
Request correction of inaccurate or incomplete information.
Request deletion or destruction of personal information where applicable.
Object to certain processing where permitted by law.
Withdraw consent where processing is based on your consent.
Opt out of promotional communications.
Lodge a complaint regarding the processing of your personal information.

We may need to verify your identity before processing certain privacy requests.

To exercise a privacy right or ask a question about your information, contact us at hello@neoglow.co.za.

13. Third-Party Websites

Our website may contain links to websites or services operated by third parties.

NeoGlow does not control the privacy practices of independent third parties. If you follow a link to another website or service, we encourage you to review that organisation's privacy policy before providing personal information.

14. Complaints

If you have a concern about how NeoGlow handles your personal information, please contact us first at:

Email: hello@neoglow.co.za

We will make reasonable efforts to investigate and respond to privacy concerns.

You may also have the right to lodge a complaint with the Information Regulator (South Africa).

The Information Regulator is the independent authority established under POPIA with jurisdiction throughout South Africa. Inforegulator

Current Information Regulator contact information can be obtained from its official website.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, technology, service providers, legal obligations or privacy practices.

When we make changes, we will publish the updated policy on this website and update the “Last updated” date where appropriate.