Privacy policy
Last updated: 9 July 2026
1. Introduction
Welcome to Coala ("Coala", "we", "our", or "us").
We are committed to protecting your privacy and ensuring that your personal information is collected, used, stored and processed in accordance with the Protection of Personal Information Act, 2013 ("POPIA"), the Electronic Communications and Transactions Act, 2002 ("ECTA"), and other applicable South African laws.
This Privacy Policy explains how we collect, use, disclose and safeguard your personal information when you visit our website, create an account, purchase products, contact us or otherwise use our online store.
By using our website, you acknowledge that you have read and understood this Privacy Policy.
2. Who We Are
Coala operates this online store using the Shopify e-commerce platform.
Email: coala.admin@gmail.com
If you have any questions regarding this Privacy Policy or your personal information, please contact us using the details above.
3. Personal Information We Collect
Depending on how you interact with our website, we may collect the following personal information:
- Identity Information
- Name and surname
- Billing address
- Delivery address
- Contact Information
- Email address
- Telephone number
- Order Information
- Products ordered
- Order history
- Order value
- Delivery preferences
- Payment confirmations
- Payment Information
Payments are securely processed through Shopify and our authorised payment service providers.
For your security, Coala does not store your full debit or credit card details.
Account Information
If you create an account, we may collect:
- Username
- Password (encrypted)
- Account preferences
- Technical Information
When you visit our website we may automatically collect:
- IP address
- Browser type
- Device information
- Operating system
- Website usage information
- Cookies and similar technologies
- Communications
If you contact us, we may collect information contained in:
- Emails
- Contact forms
- Customer service enquiries
- Product reviews
4. How We Collect Your Information
We collect information:
- directly from you;
- automatically through cookies and similar technologies;
- from Shopify;
- from payment processors;
- from courier companies involved in delivering your order;
- from trusted service providers that assist us in operating our business.
5. Why We Collect Your Information
We collect and process personal information only where permitted by POPIA.
This includes:
- processing and delivering your orders;
- processing payments;
- communicating with you regarding your purchases;
- providing customer support;
- administering your account;
- improving our website and customer experience;
- detecting fraud and preventing unlawful activity;
- complying with legal obligations;
- maintaining business records;
- sending marketing communications where permitted by law or where you have consented.
6. Direct Marketing
If you have purchased from us or have consented to receive marketing communications, we may send you:
- promotions;
- special offers;
- newsletters;
- new product announcements.
You may unsubscribe from marketing communications at any time by clicking the unsubscribe link contained in our emails or by contacting us.
We will not send direct electronic marketing where prohibited by South African law.
7. Cookies
Our website uses cookies and similar technologies to:
- operate our website;
- remember your preferences;
- keep your shopping cart active;
- improve website functionality;
- analyse website traffic;
- improve customer experience.
You may disable cookies through your browser settings; however, certain parts of the website may not function correctly.
8. How We Share Your Information
We do not sell your personal information.
We may share your information only where necessary with:
- Shopify;
- payment gateways;
- courier and delivery companies;
- IT service providers;
- cloud hosting providers;
- accounting and auditing service providers;
- legal advisers where required;
- regulatory authorities where required by law.
These service providers are required to protect your information and may only use it for authorised purposes.
9. Shopify
Our online store is hosted by Shopify.
Shopify processes certain personal information on our behalf in order to:
- host our website;
- process orders;
- manage payments;
- assist with fraud prevention;
- improve website functionality.
Shopify may process personal information outside South Africa.
For further information regarding Shopify's privacy practices, please refer to Shopify's Privacy Policy available on its official website.
10. International Transfers
Some of our service providers, including Shopify, may store or process personal information outside South Africa.
Where this occurs, we will take reasonable steps to ensure that your information receives an adequate level of protection as required by section 72 of POPIA.
11. Security
We take reasonable technical and organisational measures to protect your personal information against:
- loss;
- unauthorised access;
- misuse;
- alteration;
- disclosure; and
- destruction.
Although we take reasonable precautions, no electronic transmission or storage system can be guaranteed to be completely secure.
12. Retention of Personal Information
We retain personal information only for as long as necessary to:
- fulfil the purposes for which it was collected;
- comply with legal obligations;
- resolve disputes;
- enforce our agreements; or
- maintain business records required by law.
When information is no longer required, it will be securely deleted or anonymised where appropriate.
13. Your Rights Under POPIA
Subject to applicable law, you may:
- request access to your personal information;
- request correction of inaccurate information;
- request deletion of information where appropriate;
- object to certain processing;
- withdraw consent where processing is based on consent;
- object to direct marketing;
- lodge a complaint with the Information Regulator.
We may request proof of identity before processing your request.
14. Children's Privacy
Our products and services are not intended for children under the age of 18 without the involvement of a parent or legal guardian.
We do not knowingly collect personal information directly from children.
If we become aware that we have collected personal information from a child without appropriate consent where required, we will take reasonable steps to delete that information.
15. Third-Party Websites
Our website may contain links to third-party websites.
We are not responsible for the privacy practices or content of those websites. We encourage you to read their privacy policies before providing any personal information.
16. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in legislation, our business practices or our services.
The updated version will always be published on this page together with the latest revision date.
Continued use of our website after any changes have been published constitutes acceptance of the updated Privacy Policy.
17. Contact Us
If you have any questions regarding this Privacy Policy or wish to exercise any of your rights under POPIA, please contact:
Email: coala.admin@gmail.com