Policies

Privacy Policy

At The Embroidery Garden, we are committed to protecting your privacy and ensuring that your personal information is handled in a safe and responsible manner. This Privacy Policy outlines how we collect, use, disclose, and safeguard your information when you visit our website or make a purchase from our online store.

1. Information We Collect

We may collect the following types of information:

Personal Information: Includes your name, email address, phone number, shipping and billing address, and payment information.
Account Information: If you create an account, we collect your username and password.
Order Information: Details about the products you purchase, order history, and payment transactions.
Technical Information: Includes your IP address, browser type, operating system, and details about your visit to our website, such as pages viewed and links clicked.
Cookies and Similar Technologies: We use cookies to enhance your experience on our website, remember your preferences, and analyse website traffic.

2. How We Use Your Information

We use the information we collect for the following purposes:

To Process Orders: To fulfil your orders, process payments, and provide order confirmations.
To Communicate: To send you updates, promotional materials, and other information that may be of interest to you. You can opt-out of receiving marketing emails at any time.
To Improve Our Services: To analyse and improve our website, products, and customer service.
To Personalize Your Experience: To tailor our website and communications to your preferences.
To Comply with Legal Obligations: To comply with applicable laws, regulations, and legal processes.

3. How We Share Your Information

We do not sell, trade, or otherwise transfer your personal information to outside parties, except in the following circumstances:

Service Providers: We may share your information with trusted third-party service providers who assist us in operating our website, processing payments, and fulfilling orders.
Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of the transaction.
Legal Compliance: We may disclose your information to comply with legal obligations, enforce our site policies, or protect our or others' rights, property, or safety.

4. Security of Your Information

We implement a variety of security measures to protect your personal information, including encryption, secure servers, and regular security audits. While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.

5. Your Rights and Choices

You have the following rights regarding your personal information:

Access and Update: You can access and update your personal information by logging into your account or contacting us directly.
Delete: You can request the deletion of your personal information, subject to certain exceptions.
Opt-Out: You can opt-out of receiving marketing communications from us by following the unsubscribe link in our emails or contacting us.

6. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your experience, analyse website usage, and assist in our marketing efforts. You can manage your cookie preferences through your browser settings.

7. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these sites. We encourage you to read the privacy policies of any linked websites you visit.

8. Children's Privacy

Our website is not intended for children under the age of 13. We do not knowingly collect or solicit personal information from children under 13. If we become aware that we have collected personal information from a child under 13, we will take steps to delete that information.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page, and the revised policy will be effective immediately upon posting. We encourage you to review this policy periodically to stay informed about how we are protecting your information.

T's & C's

By accessing or using our website and purchasing our products, you agree to be bound by the following terms and conditions. Please read them carefully.

1. General

1.1 These Terms and Conditions ("Terms") govern your use of our website and the purchase of our products.

1.2 By using our website and purchasing products from us, you agree to these Terms. If you do not agree, please do not use our website.

1.3 We reserve the right to modify these Terms at any time. Any changes will be posted on this page, and your continued use of the website constitutes your acceptance of the new Terms.

2. Use of the Website

2.1 You must be at least 18 years old or have the permission of a parent or guardian to use our website.

2.2 You agree to use our website for lawful purposes only and not to engage in any conduct that restricts or inhibits others from using or enjoying the website.

3. Product Information

3.1 We strive to display our products accurately on our website. However, we cannot guarantee that the colors, images, or details are perfectly accurate.

3.2 All products are subject to availability. We reserve the right to limit the quantities of any products we offer.

4. Orders and Payment

4.1 By placing an order on our website, you agree to provide current, complete, and accurate purchase and account information.

4.2 We reserve the right to refuse any order you place with us. In the event we make a change to or cancel an order, we will notify you by contacting the email and/or billing address/phone number provided at the time the order was made.

4.3 All prices are listed in South African Rand (ZAR) and include VAT where applicable. Shipping costs are additional unless otherwise stated.

4.4 Payment must be made at the time of purchase. We accept EFT's and Yoco Card Payments.

5. Shipping and Delivery

5.1 Please refer to our [Shipping Policy] for detailed information about shipping and delivery.

5.2 Delivery times are estimates and may vary due to external factors. We are not responsible for delays caused by carriers or customs.

6. Returns and Refunds

6.1 Please refer to our [Return Policy] for detailed information about returns and refunds.

6.2 Custom or personalized embroidered items cannot be returned unless there is a manufacturing defect or error on our part.

7. Intellectual Property

7.1 All content on our website, including text, graphics, logos, images, and software, is the property of The Embroidery Garden or its content suppliers and is protected by intellectual property laws.

7.2 You may not reproduce, distribute, modify, or create derivative works from any content on our website without our express written permission.

8. Privacy

8.1 Your use of our website and purchase of products is subject to our [Privacy Policy].

8.2 By using our website, you consent to the collection and use of your information as described in our Privacy Policy.

9. Limitation of Liability

9.1 To the fullest extent permitted by law, The Embroidery Garden shall not be liable for any direct, indirect, incidental, special, or consequential damages resulting from your use of our website or purchase of our products.

9.2 We do not warrant that our website will be uninterrupted, error-free, or free of viruses or other harmful components.

10. Indemnification

You agree to indemnify, defend, and hold harmless The Embroidery Garden, its directors, officers, employees, and affiliates from any claims, liabilities, damages, and expenses arising out of your use of our website or breach of these Terms.

11. Governing Law

These Terms and your use of our website shall be governed by and construed in accordance with the laws of South Africa, without regard to its conflict of law principles.

Shipping & Delivery Policy

At The Embroidery Garden, we strive to ensure your shopping experience is enjoyable and your purchases arrive on time. Our shipping policy outlines the delivery options, costs, and time frames for your convenience.

Shipping Destinations

We proudly ship our embroidered apparel to the following destinations:

Within South Africa

Shipping Methods and Costs

Domestic Shipping (Within South Africa):

Standard Shipping: 7-14 business days | Flat rate of ZAR 100
Free Shipping: Orders over ZAR 1000 qualify for free standard shipping.

Processing Time

Custom or personalized embroidered items may require an additional 5-7 business days for processing.

Tracking Your Order

Once your order is shipped, you will receive a shipping confirmation email with a tracking number.
You can track your order using the tracking number provided on our website or the carrier's website.

Shipping Address

Please ensure that your shipping address is accurate and complete.
The Embroidery Garden is not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
If you need to change your shipping address, please contact our customer service team as soon as possible at embroiderygardensb@gmail.com or 062 683 0229.

Lost or Damaged Packages

If your package is lost or arrives damaged, please contact us immediately.
We will work with the shipping carrier to resolve the issue and ensure you receive your order or a replacement.

Additional Information

Orders are shipped Monday through Friday, excluding public holidays.
Shipping times may be affected by factors beyond our control, such as weather conditions, carrier delays, or customs processing.

Return & Refund Policy

At The Embroidery Garden, we are committed to providing you with the highest quality embroidered apparel and exceptional customer service. If you are not completely satisfied with your purchase, our return policy is designed to ensure a hassle-free process.

Eligibility for Returns

Time Frame: You may return items within 30 days of the original purchase date.

Condition: Items must be returned in their original condition, unused, unwashed, and with all original tags and packaging intact.

Non-Returnable Items: Custom-made or personalized embroidered items cannot be returned unless there is a manufacturing defect or error in the customization.

Return Process

Initiate a Return: To initiate a return, please contact our customer service team at embroiderygardensb@gmail.com or 062 683 0229. Provide your order number, the item(s) you wish to return, and the reason for the return.

Authorization: Our customer service team will provide you with a Return Authorization Number (RAN) and detailed return instructions.

Packaging: Pack the item(s) securely in the original packaging or a suitable alternative to prevent damage during transit. Include a copy of the original invoice and the RAN.

Shipping: Ship the item(s) to the address provided by our customer service team. Customers are responsible for return shipping costs unless the return is due to a manufacturing defect or error on our part.

Refunds and Exchanges

Inspection: Once we receive your return, we will inspect the item(s) to ensure they meet the return criteria.

Processing Time: Refunds will be processed within 7-10 business days after the return is received and inspected.

Refund Method: Refunds will be issued to the original method of payment. If you prefer, we can also issue store credit for future purchases.

Exchanges: If you wish to exchange an item, please indicate this when you initiate the return. We will process the exchange after receiving and inspecting the returned item(s).

Defective or Incorrect Items

Defects and Errors: If you receive a defective item or an item that is different from what you ordered, please contact us immediately. We will arrange for a replacement or a full refund, including return shipping costs.

Documentation: For defective or incorrect items, please provide photographic evidence to help us understand the issue and expedite the return process.

Online Payment Policy

1. PURPOSE

This policy outlines the terms and conditions regarding online payments for goods purchased from The Embroidery Garden (Pty) Ltd's online store.

2. PAYMENT METHODS

2.1 Accepted Payment Methods:

Credit/Debit Cards: Visa, MasterCard, and American Express.
Yoco: Secure online payment platform.

3. PAYMENT TERMS

3.1 Immediate Payment:

Payment for online orders must be made in full at the time of purchase.

3.2 Order Confirmation:

Orders will be processed once payment has been confirmed. For bank transfers and EFTs, this means once the funds have cleared in the Company's bank account.

4. ORDER PROCESSING AND SHIPPING

4.1 Order Confirmation:

Orders will be processed and confirmed once payment is received.

4.2 Shipping Policy:

Orders will be shipped within 10-14 business days after payment confirmation. Delivery times may vary based on location and shipping method selected.

5. REFUNDS AND RETURNS

5.1 Refund Policy:

Refunds will be processed in accordance with the Company’s Return Policy. Approved refunds will be credited back to the original method of payment within 5 business days.

5.2 Non-Refundable Items:

Customized or personalized items are non-refundable unless there is a manufacturing defect.

6. SECURITY AND FRAUD PREVENTION

6.1 Secure Transactions:

The Company uses secure payment gateways and encryption methods to protect customer payment information.

6.2 Fraud Prevention:

Any suspicious activity may result in the suspension of transactions and the involvement of relevant authorities. The Company reserves the right to verify the identity of customers to prevent fraud.

7. CURRENCY

7.1 Currency:

All transactions are processed in South African Rand (ZAR).

Cookie Policy

Last Updated: 09/07/2024

The Embroidery Garden (Pty) Ltd ("we," "our," "us") uses cookies on our website [www.embroiderygarden.co.za] (the "Site"). By using the Site, you consent to the use of cookies in accordance with this Cookie Policy.

1. WHAT ARE COOKIES?

Cookies are small text files that are stored on your device (computer, tablet, smartphone) when you visit a website. They help the website remember your preferences and actions over a period of time, making your next visit easier and the site more useful to you.

2. TYPES OF COOKIES WE USE

We use the following types of cookies on our Site:

2.1 Essential Cookies:

These cookies are necessary for the website to function properly. They enable you to navigate the site and use its features, such as accessing secure areas of the website.

2.2 Performance Cookies:

These cookies collect information about how visitors use the website, such as which pages visitors go to most often, and if they get error messages from web pages. These cookies do not collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous.

2.3 Functionality Cookies:

These cookies allow the website to remember choices you make (such as your username, language, or the region you are in) and provide enhanced, more personal features. The information these cookies collect may be anonymized and they cannot track your browsing activity on other websites.

2.4 Targeting/Advertising Cookies:

These cookies are used to deliver advertisements more relevant to you and your interests. They remember that you have visited a website and this information is shared with other organizations such as advertisers.

3. HOW WE USE COOKIES

We use cookies to:

Recognize your device and provide you with a personalized experience.
Record your preferences and settings.
Improve the functionality and performance of our website.
Analyze website traffic and user behavior to enhance our services.

4. MANAGING COOKIES

4.1 Browser Settings:

Most web browsers allow you to control cookies through their settings preferences. You can set your browser to refuse cookies, delete cookies, or alert you when cookies are being sent. However, if you choose to disable cookies, some parts of our website may not function properly.

4.2 Opt-Out:

You can opt-out of targeted advertising cookies by visiting the following links:
- Network Advertising Initiative
- Digital Advertising Alliance

5. THIRD-PARTY COOKIES

We may use third-party service providers to help us analyze how our website is used. These third parties may collect information sent by your browser as part of a web page request, such as cookies or your IP address. These third-party cookies are governed by the respective policies of these external services.

6. UPDATES TO THIS COOKIE POLICY

We may update this Cookie Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Any changes will be posted on this page with an updated revision date.

Customization Policy

1. PURPOSE

This Customization Policy outlines the terms and conditions for custom orders at The Embroidery Garden (Pty) Ltd ("we," "our," "us"). Our goal is to ensure that customers receive high-quality, personalized products that meet their specifications and satisfaction.

2. SCOPE

This policy applies to all customized products offered by The Embroidery Garden (Pty) Ltd, including but not limited to embroidered apparel, branded merchandise, and personalized accessories.

3. ORDERING CUSTOMIZED PRODUCTS

3.1 Design Specifications:

Customers are required to provide clear and detailed design specifications, including artwork, logos, text, colors, sizes, and any other relevant details.

3.2 Design Approval:

A digital proof of the design will be sent to the customer for approval. Production will not commence until the customer has approved the final design.

3.3 Minimum Order Quantity:

Certain customized products may have a minimum order quantity. This will be communicated to the customer at the time of inquiry.

4. PRICING AND PAYMENT

4.1 Pricing:

Customization fees will be added to the base price of the product. The total cost will be provided to the customer before order confirmation.

4.2 Payment:

Full payment is required upon approval of the design and before production begins. We accept payments through various methods as outlined in our Payment Policy.

5. PRODUCTION TIME

5.1 Lead Time:

The lead time for customized products will vary depending on the complexity of the design and the volume of the order. An estimated delivery date will be provided to the customer once the order is confirmed.

5.2 Rush Orders:

Rush orders may be accommodated at an additional cost. Customers should inquire about rush order availability and associated fees.

6. CANCELLATIONS AND CHANGES

6.1 Cancellations:

Orders for customized products cannot be canceled once production has begun. If an order is canceled before production starts, a cancellation fee may apply.

6.2 Changes:

Any changes to the design or order details must be communicated before production begins. Changes requested after production has started may not be possible and may incur additional charges.

7. RETURNS AND REFUNDS

7.1 Custom Products:

Customized products are non-refundable and non-returnable unless there is a manufacturing defect or an error on our part.

7.2 Defective Products:

If a customized product is found to have a manufacturing defect or does not match the approved design, the customer must notify us within [Number of Days] days of receiving the product. We will work with the customer to resolve the issue, which may include a replacement or a refund.

8. CUSTOMER RESPONSIBILITY

8.1 Accuracy of Information:

Customers are responsible for providing accurate and complete information for their custom orders. The Embroidery Garden (Pty) Ltd is not liable for errors resulting from inaccurate information provided by the customer.

9. INTELLECTUAL PROPERTY

9.1 Customer-Supplied Designs:

Customers must ensure that they have the right to use any designs, logos, or artwork provided for customization. The Embroidery Garden (Pty) Ltd is not responsible for verifying the legality of the designs and will not be liable for any intellectual property disputes.