Soulmate Sparkles
Effective Date: 12 DEC 2025
Last Updated: 21 AUG 2026

At Soulmate Sparkles, your privacy is important to us. We are committed to protecting your personal information and handling it responsibly, transparently and securely.

This Privacy Policy explains how we collect, use, store, process, share and protect your personal information when you visit our website, purchase our jewellery, book a consultation, request a custom 3D CAD jewellery design or communicate with us through our available channels.

We respect your right to privacy and are committed to complying with applicable data protection laws, including the Protection of Personal Information Act 4 of 2013 (POPIA) of South Africa and, where applicable, other relevant international data protection legislation.

By using our website, engaging with our services or providing your personal information to us, you acknowledge that you have had the opportunity to read and understand this Privacy Policy.

1. WHO WE ARE

Soulmate Sparkles is a jewellery brand offering jewellery products, custom jewellery design services and personalised customer experiences.

For the purposes of applicable data protection legislation, Soulmate Sparkles acts as the responsible party when determining the purposes and means of processing your personal information.

Our business details:

Business Name: Soulmate Sparkles
Business Address: 41 Linaria Drive, Vincent Heights, East London, 5217, South Africa
Website: www.soulmatesparkles.com
Privacy Enquiries: store@soulmatesparkles.com
Customer Support: +27 76 777 6676
WhatsApp: +27 60 427 9662

For privacy-related enquiries, requests to access or correct personal information, or concerns about how your information is handled, please contact us using the details above.

2. PERSONAL INFORMATION WE COLLECT

We collect only the personal information reasonably necessary for our business activities, customer relationships, legal obligations and the services we provide.

The types of information we may collect depend on how you interact with Soulmate Sparkles.

2.1 Personal Identification Information

When you create an account, place an order, book a consultation or communicate with us, we may collect:

  • Full name and surname
  • Email address
  • Telephone number
  • WhatsApp contact details
  • Billing address
  • Residential or delivery address
  • Country and region
  • Account login information, where applicable

This information allows us to identify customers, communicate with them, process orders and provide customer support.

2.2 Order and Transaction Information

When you purchase jewellery or other products from Soulmate Sparkles, we may collect:

  • Products purchased
  • Order numbers
  • Purchase dates
  • Transaction references
  • Order history
  • Shipping preferences
  • Billing information
  • Payment status
  • Refund and return records
  • Relevant correspondence concerning your purchases

Payment card information and other sensitive payment credentials are generally processed directly by our selected payment service providers.

We do not intend to collect or store full payment card numbers, security codes or complete banking credentials on our own systems.

2.3 Custom Jewellery Design Information

When you request a custom jewellery design, we may collect information specifically required to design and manufacture your chosen piece.

This may include:

  • Ring sizes and finger measurements
  • Wrist measurements
  • Necklace lengths and specifications
  • Jewellery dimensions and design requirements
  • Preferred metals and metal purities
  • Gemstone preferences
  • Stone cuts, sizes and setting specifications
  • Sketches, reference photographs and inspiration images
  • Custom design concepts and approved specifications
  • 3D CAD models and design files associated with your project
  • Consultation notes and design correspondence
  • Relevant production and manufacturing records

We use this information to develop, visualise, refine and manufacture your custom jewellery.

Measurements and design information are treated as confidential customer information and are not used for unrelated purposes without an appropriate legal basis.

2.4 Consultation Information

When you book an in-person or virtual consultation, we may collect:

  • Your name and contact details
  • Preferred consultation date and time
  • Consultation format
  • Preferred video-calling platform
  • Relevant meeting or communication details
  • Information voluntarily provided during the consultation
  • Notes necessary to document your design requirements

Our consultation platforms may include Skype, WhatsApp, Telegram, Google Meet and Microsoft Teams.

Each platform has its own privacy practices and terms. Information transmitted through third-party communication platforms may also be processed according to those platforms’ respective policies.

We do not intentionally record consultations unless we have a legitimate reason and have informed you and obtained any consent required by applicable law.

2.5 Technical and Website Usage Information

When you visit our website, certain technical information may be collected automatically, depending on your browser, hosting environment, website configuration and the technologies we use.

This may include:

  • Internet Protocol (IP) address
  • Browser type and version
  • Device type
  • Operating system
  • Website pages visited
  • Time and date of visits
  • Referral sources
  • Approximate location derived from technical information
  • Website interaction data
  • Cookie identifiers and similar technologies, where enabled

We use this information, where applicable, to maintain website functionality, improve user experience, monitor website performance, protect our website and understand general visitor activity.

Where consent is legally required for non-essential cookies or similar technologies, we will seek that consent before activating them.

2.6 Communication and Customer Support Information

When you contact us through email, WhatsApp, social media, our website or other communication channels, we may retain relevant correspondence.

This may include:

  • Enquiries
  • Complaints
  • Feedback
  • Customer service conversations
  • Product questions
  • Shipping enquiries
  • Custom design discussions
  • Refund and return requests
  • Records of agreements and approvals

We use this information to respond to your requests, maintain customer service records and resolve disputes where necessary.

2.7 Marketing Preferences

If you subscribe to our marketing communications or otherwise lawfully consent to receive promotional messages, we may collect and process:

  • Your name
  • Email address
  • Telephone number, where applicable
  • Marketing preferences
  • Subscription status
  • Communication preferences
  • Records of consent and withdrawal

You can withdraw your marketing consent or unsubscribe at any time.

3. HOW WE COLLECT YOUR PERSONAL INFORMATION

We collect personal information through several methods.

Directly from you

You may provide information when you:

  • Place an order through our website
  • Create an account
  • Book a consultation
  • Request a custom jewellery design
  • Complete forms
  • Subscribe to newsletters
  • Contact our customer support team
  • Communicate with us through messaging platforms
  • Participate in surveys or provide feedback

Automatically through our website

Certain information may be collected through cookies, server logs, analytics tools and other technologies, depending on the website configuration and your consent preferences.

Through third-party service providers

We may receive relevant information from third parties involved in completing your order or providing services, such as payment processors, delivery partners and website service providers.

From publicly available sources

In limited circumstances, we may obtain publicly available information where it is reasonably necessary for legitimate business purposes and permitted by applicable law.

We take reasonable steps to ensure that information collected from any source is handled lawfully and appropriately.

4. WHY WE COLLECT AND USE YOUR INFORMATION

Soulmate Sparkles processes personal information only for specific, legitimate and lawful purposes.

Depending on the circumstances, we may process your information for the following reasons.

4.1 Order Processing and Fulfilment

We use your information to:

  • Process and confirm purchases
  • Verify order details
  • Arrange payments
  • Prepare and package jewellery
  • Coordinate shipping and delivery
  • Provide tracking information
  • Manage returns, refunds and exchanges
  • Communicate about your order

4.2 Custom Jewellery Design and Manufacturing

For custom jewellery services, we use your information to:

  • Schedule consultations
  • Understand your design requirements
  • Record measurements
  • Create sketches and 3D concepts
  • Produce digital visualisations
  • Confirm design selections
  • Coordinate manufacturing
  • Communicate production progress
  • Arrange final quality confirmation
  • Organise delivery

We use custom design information only as necessary to provide the requested service, meet applicable obligations and protect our legitimate business interests.

4.3 Customer Communication

We process contact details and relevant correspondence to:

  • Respond to questions
  • Provide product information
  • Confirm bookings
  • Send order updates
  • Resolve complaints
  • Provide technical assistance
  • Communicate important service information

4.4 Payments, Accounting and Legal Compliance

We may process transaction and order information to:

  • Verify payments
  • Maintain financial records
  • Comply with tax and accounting requirements
  • Prevent and investigate suspected fraud
  • Respond to lawful requests
  • Exercise or defend legal claims
  • Meet applicable regulatory obligations

4.5 Website Functionality and Improvement

Where applicable, we may use technical and usage information to:

  • Maintain website functionality
  • Improve navigation and performance
  • Identify technical errors
  • Protect the website against unauthorised activity
  • Understand general visitor behaviour
  • Improve the online shopping experience

4.6 Marketing and Promotions

Where permitted by law, we may use your contact details to send information about:

  • New jewellery collections
  • Product launches
  • Special offers
  • Promotions
  • Brand updates
  • Events
  • Relevant services

We will obtain consent where required and respect your right to object to or opt out of direct marketing.

4.7 Security and Fraud Prevention

We may process relevant information to:

  • Verify suspicious transactions
  • Protect customer accounts
  • Prevent fraudulent activity
  • Detect unauthorised access
  • Protect our business, customers and service providers

We limit such processing to what is reasonably necessary and permitted by law.

5. LAWFUL BASIS FOR PROCESSING

Under POPIA, personal information must be processed lawfully and in accordance with the applicable conditions for lawful processing.

Depending on the circumstances, Soulmate Sparkles may rely on one or more of the following justifications:

Consent

Where you have voluntarily and appropriately consented to a specific use of your personal information, we may process your information for that purpose.

You may withdraw consent where consent is the basis for processing. Withdrawal does not affect the lawfulness of processing carried out before withdrawal or processing based on another lawful justification.

Contractual Necessity

We may process personal information where necessary to enter into or perform a contract with you.

This includes processing your information to fulfil orders, provide custom jewellery design services, arrange delivery and manage customer support.

Legal Obligations

We may process personal information where required to comply with applicable legal or regulatory obligations.

Legitimate Interests

Where permitted by applicable law, we may process personal information when necessary to pursue legitimate interests, provided that those interests do not unjustifiably override your privacy rights.

Examples may include maintaining website security, preventing fraud and managing relevant business records.

Protection of Legitimate Interests

In certain circumstances permitted by POPIA, processing may be necessary to protect your legitimate interests or those of another person.

We will not rely on a particular legal basis unless it is applicable to the specific processing activity.

6. HOW WE SHARE YOUR PERSONAL INFORMATION

Soulmate Sparkles does not sell your personal information to third parties.

However, certain information may be shared with carefully selected third parties where necessary to operate our business, provide our services, comply with legal obligations or fulfil a purpose explained in this policy.

These parties may include:

6.1 Payment Service Providers

We may share relevant order and payment information with payment gateways, financial institutions and payment service providers to process transactions and prevent fraud.

Payment providers process information under their own privacy policies and applicable contractual obligations.

6.2 Courier and Delivery Partners

To fulfil orders, we may share relevant information with courier and logistics companies, including:

  • The Courier Guy
  • Fastway Couriers
  • PostNet
  • DHL Express
  • Other delivery partners where appropriate

Information shared may include your name, delivery address, contact details, shipment details and other information reasonably required to complete delivery.

6.3 Jewellery Manufacturers and Production Partners

Where manufacturing is performed by external specialists or production partners, we may share the information reasonably necessary to manufacture your custom jewellery.

This may include approved 3D models, technical specifications, gemstone and metal selections, measurements and relevant production instructions.

We take reasonable steps to ensure that external partners are subject to appropriate confidentiality and data protection obligations.

6.4 Website Hosting and Technology Providers

We may use third-party service providers for:

  • Website hosting
  • Website maintenance
  • E-commerce functionality
  • Data storage
  • Security services
  • Analytics
  • Technical support

These providers may process personal information on our behalf, subject to appropriate safeguards and contractual arrangements where required.

6.5 Communication Platforms

If you choose to communicate with us using WhatsApp, Telegram, Skype, Google Meet, Microsoft Teams or other third-party services, relevant information may be processed by those service providers.

Their handling of your information is also governed by their own terms and privacy policies.

6.6 Professional Advisers

We may disclose relevant information to professional advisers, including accountants, auditors, legal professionals and insurers, where reasonably necessary for legitimate business or legal purposes.

6.7 Legal and Regulatory Authorities

We may disclose personal information where required or authorised by law, including in response to lawful requests from courts, regulators, law enforcement authorities or other competent bodies.

6.8 Business Transfers

If Soulmate Sparkles undergoes a business restructuring, merger, acquisition, sale of assets or similar transaction, relevant personal information may be transferred as part of that transaction, subject to applicable legal requirements and appropriate safeguards.

We do not authorise third parties to use your personal information for unrelated purposes simply because they receive it from us.

7. INTERNATIONAL DATA TRANSFERS

Soulmate Sparkles is based in South Africa and may serve customers located in other countries.

Certain service providers, communication platforms, hosting providers and technology systems may store or process personal information outside South Africa.

Where personal information is transferred outside South Africa, we will take reasonable steps to ensure that the transfer complies with applicable legal requirements, including section 72 of POPIA.

Depending on the circumstances, this may involve:

  • Transferring information to a recipient subject to an adequate level of data protection
  • Using appropriate binding agreements or other legally recognised safeguards
  • Obtaining consent where legally appropriate
  • Relying on another lawful transfer condition where applicable

International customers should also be aware that information transmitted through third-party services may be processed in countries other than their own.

Where the GDPR or another applicable international privacy law applies, we will also comply with the relevant transfer requirements under that legislation.

8. COOKIES AND TRACKING TECHNOLOGIES

Our website may use cookies and similar technologies to support its operation and improve the browsing experience.

Cookies are small text files stored on your device by websites.

Depending on our website configuration, we may use the following categories.

Essential Cookies

These cookies are necessary for core website functionality, such as shopping cart operation, secure access and checkout processes.

They cannot always be disabled without affecting website functionality.

Functional Cookies

These cookies may remember preferences, settings and other choices to improve your browsing experience.

Analytics Cookies

Where enabled and appropriately authorised, analytics cookies help us understand website traffic, page performance and general visitor behaviour.

Marketing Cookies

Where enabled and permitted by law, marketing cookies may be used to measure promotional performance or support relevant advertising.

Where required, non-essential cookies and tracking technologies will only be activated after you have provided the appropriate consent.

You may manage cookies through our website’s cookie settings, where available, or through your browser settings.

Disabling certain cookies may affect website functionality.

For more information about the specific cookies used by our website, please consult our cookie settings or contact us.

9. DATA SECURITY

We take the security of personal information seriously and implement reasonable technical and organisational measures designed to protect it against:

  • Unauthorised access
  • Unlawful processing
  • Accidental loss
  • Destruction
  • Damage
  • Unauthorised alteration
  • Unauthorised disclosure

Depending on our systems and operational requirements, these safeguards may include:

  • Secure website connections
  • Access restrictions
  • Password protection
  • Appropriate account permissions
  • Secure payment processing through relevant providers
  • Software and security updates
  • Secure handling of customer records
  • Confidentiality obligations
  • Appropriate backups
  • Monitoring and investigation of suspicious activity

Access to personal information is limited to authorised individuals and service providers who reasonably require it for their responsibilities.

Although we take reasonable precautions to protect your information, no website, electronic communication channel or data storage system can be guaranteed to be completely secure.

For this reason, we cannot guarantee absolute security.

10. DATA BREACHES AND SECURITY INCIDENTS

In the event of a security compromise involving personal information, Soulmate Sparkles will take reasonable steps to investigate, contain and address the incident.

Where a security compromise has occurred as contemplated under POPIA, we will notify the Information Regulator and affected data subjects as required by law, unless a lawful exception applies.

Notifications will be made as soon as reasonably possible after the discovery of the compromise, taking into account legitimate needs to establish the scope of the incident and restore the integrity of the affected systems.

Where appropriate and legally required, affected customers will be informed of:

  • The nature of the security compromise
  • The information potentially affected
  • Steps taken to address the incident
  • Recommended actions to reduce potential harm
  • Relevant contact information for further assistance

We will cooperate with relevant authorities and take reasonable steps to reduce the risk of further unauthorised access or disclosure.

11. HOW LONG WE KEEP YOUR INFORMATION

Soulmate Sparkles retains personal information only for as long as reasonably necessary for the purposes for which it was collected, unless a longer retention period is required or permitted by law.

Retention periods depend on the nature of the information and the purpose of processing.

Examples include:

Order and Transaction Records

We retain relevant purchase, payment and accounting records for the periods required by applicable tax, financial and other legal obligations.

Custom Jewellery Design Records

We may retain custom design files, approved specifications, relevant measurements and project correspondence for a reasonable period to fulfil the service, address future customer enquiries, manage warranties where applicable and protect legitimate business interests.

Where possible, unnecessary personal information will be removed from archived design records.

Consultation Records

Consultation notes and related communications may be retained for as long as necessary to provide the requested services, manage the customer relationship and address relevant legal or contractual requirements.

Marketing Information

Marketing contact details and consent records may be retained while you remain subscribed or until the information is no longer required, subject to applicable legal obligations.

Website and Technical Information

Technical logs and analytics information may be retained according to our system configuration, security needs and applicable retention requirements.

When personal information is no longer required, we will take reasonable steps to securely delete, destroy or anonymise it, unless we are legally required to retain it.

12. YOUR PRIVACY RIGHTS

Subject to applicable laws and any relevant limitations, you have rights regarding your personal information.

These may include the following.

12.1 Right to Know

You may request information about whether we hold personal information relating to you and how that information is processed.

12.2 Right to Access

You may request access to personal information we hold about you, subject to applicable legal requirements and exemptions.

12.3 Right to Correction

If your personal information is inaccurate, incomplete, outdated or misleading, you may request that we correct or update it.

12.4 Right to Deletion

You may request the deletion or destruction of personal information where applicable.

This right is subject to legal obligations, legitimate retention requirements and other lawful grounds that may require us to retain certain records.

12.5 Right to Withdraw Consent

Where we rely on your consent to process personal information, you may withdraw that consent.

Withdrawing consent does not affect processing that was lawful before withdrawal or processing that is independently justified by another lawful basis.

12.6 Right to Object

You may object to certain processing activities where permitted by applicable law, including relevant processing for direct marketing.

12.7 Right to Opt Out of Direct Marketing

You may unsubscribe from marketing emails or object to other forms of direct marketing where applicable.

We will respect your preferences and stop the relevant marketing activity as required by law.

12.8 Right to Lodge a Complaint

If you believe your personal information has been processed unlawfully or that your privacy rights have been violated, you may lodge a complaint with the relevant data protection authority.

In South Africa, this includes the Information Regulator.

Information Regulator of South Africa

Website: https://inforegulator.org.za/

Email: enquiries@inforegulator.org.za

Telephone: 010 023 5200

You may also contact us directly so that we can investigate and attempt to resolve your concern.

12.9 How to Exercise Your Rights

To exercise your privacy rights, contact us using the privacy contact details provided in this policy.

Please include:

  • Your full name
  • Your preferred contact details
  • A clear description of your request
  • Relevant order or account details, where applicable
  • Any supporting information reasonably necessary to identify the relevant records

We may request reasonable information to verify your identity before responding.

We will respond within the time periods required by applicable law and may explain where a request cannot be fulfilled because of a legal restriction or another valid reason.

13. DIRECT MARKETING AND COMMUNICATION PREFERENCES

Soulmate Sparkles respects your communication preferences.

We may send transactional and service-related messages where necessary to process orders, manage consultations, provide customer support or fulfil contractual obligations.

These messages are different from promotional communications.

Where permitted by law, we may send marketing messages about our products, services, collections, offers and brand updates.

Where consent is required, we will obtain it before sending promotional communications.

Where POPIA permits marketing to existing customers under the applicable conditions, we will provide the required opportunity to object.

You may unsubscribe from promotional emails using the unsubscribe option provided in the communication or contact us directly.

For promotional messages sent through other channels, you may request that we stop sending them.

We will process your request in accordance with applicable law.

Please note that opting out of marketing communications will not prevent us from sending essential transactional or service-related messages.

14. THIRD-PARTY WEBSITES AND SERVICES

Our website and communications may contain links to third-party websites, platforms and services.

These may include:

  • Payment gateways
  • Courier tracking websites
  • Social media platforms
  • Video-calling services
  • Messaging platforms
  • External product or service providers

Soulmate Sparkles does not control the privacy practices, security measures or content of third-party websites and services.

When you access an external website or use a third-party platform, that provider’s own privacy policy and terms may apply.

We encourage you to review the privacy policies of third-party services before sharing personal information with them.

Our inclusion of a third-party link does not automatically mean that we endorse or guarantee the provider’s privacy practices.

15. CHILDREN’S PRIVACY

Soulmate Sparkles does not knowingly collect personal information from children in circumstances where doing so would violate applicable data protection laws.

Where a custom jewellery service, purchase or other interaction involves a child or a person whose legal capacity is restricted, we will take reasonable steps to comply with the applicable legal requirements, including obtaining consent from a competent person where required.

If we become aware that personal information has been collected unlawfully from a child, we will take reasonable steps to address the situation in accordance with applicable law.

Parents or legal guardians who have concerns about information provided by a child may contact us directly.

16. AUTOMATED DECISION-MAKING AND PROFILING

Soulmate Sparkles does not intend to make significant decisions about customers solely through automated processing in a manner that unlawfully affects their rights.

Our services are primarily based on direct customer communication, order information, consultations and individual design requirements.

We may use automated website tools for ordinary business functions, such as payment verification, fraud prevention, analytics or order processing.

Where automated decision-making or profiling is subject to specific legal requirements, we will comply with the applicable obligations and provide the information and rights required by law.

17. CONFIDENTIALITY OF CUSTOM JEWELLERY DESIGNS

We understand that custom jewellery designs can have personal, sentimental or commercial significance.

Sketches, measurements, reference images, 3D models and design specifications supplied or developed during your custom jewellery project are handled as confidential project information.

We use these materials to provide the requested design and manufacturing services and for other purposes where an appropriate legal basis exists.

We will not intentionally publish identifiable customer designs, personal project details or private consultation materials for promotional purposes without the appropriate permission or another lawful basis.

We may retain relevant design files for legitimate operational, contractual, legal or recordkeeping purposes, as described in this policy.

Customers who wish to discuss additional confidentiality arrangements for particularly sensitive or commercially valuable designs may contact us before beginning their project.

18. PHOTOGRAPHY, TESTIMONIALS AND SOCIAL MEDIA

We may occasionally wish to showcase completed jewellery, customer feedback, custom designs or other work associated with Soulmate Sparkles.

Where the material identifies a customer or includes their personal information, we will obtain the necessary permission or rely on another appropriate legal basis before using it for promotional purposes.

This may include:

  • Photographs of custom jewellery
  • Customer testimonials
  • Reviews
  • Customer-submitted photographs
  • Videos of completed pieces
  • Custom design showcases
  • Social media content

We will respect reasonable requests concerning the use of identifiable personal information in our marketing materials, subject to applicable law and any relevant contractual arrangements.

We do not assume that permission to manufacture a custom piece automatically grants permission to publish photographs or details of that piece.

19. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect:

  • Changes in applicable laws and regulations
  • Changes to our business operations
  • New products or services
  • Changes to our website or technology
  • Changes to our third-party service providers
  • Improvements to our privacy and security practices

When we make changes, we will update the Last Updated date at the beginning of this policy.

Where changes are material and applicable law requires it, we will take appropriate steps to notify affected customers or obtain renewed consent where necessary.

We encourage you to review this Privacy Policy periodically to remain informed about how your personal information is handled.

20. CONTACT US

If you have any questions, concerns or requests relating to this Privacy Policy or the handling of your personal information, please contact Soulmate Sparkles.

Soulmate Sparkles

Business Address:
41 Linaria Drive, Vincent Heights, East London, 5217, South Africa

Website:
[Insert Website URL]

Privacy Enquiries:
[Insert Privacy Contact Email]

Customer Support:
[Insert Customer Support Email]

WhatsApp:
[Insert Business WhatsApp Number]

We are committed to handling privacy enquiries professionally and addressing legitimate concerns in accordance with applicable data protection laws.

OUR COMMITMENT TO YOUR PRIVACY

At Soulmate Sparkles, we believe that trust is an essential part of every customer relationship.

Whether you are purchasing a piece from our collection, commissioning a custom 3D CAD design or simply exploring our website, your personal information deserves to be treated with care and respect.

We are committed to collecting only the information we reasonably need, using it responsibly, protecting it through appropriate safeguards and respecting your rights as a customer.

Your trust matters to us, just as much as the jewellery we create.