Legal
Privacy policy.
This policy explains what personal information 11Lines collects, why we collect it, who we share it with, and what you can ask us to do with it. It is written to meet the Protection of Personal Information Act (POPIA).
Who is responsible
11Lines is responsible for the personal information described in this policy. You can reach us about anything here at isabel@11lines.co.za.
What we collect, and why
When you use the contact form
We collect your first and last name, your email address, your phone number if you choose to give it (it is optional), the topic you select, and your message. We use these only to read and reply to your enquiry.
When you apply to become a reseller
We collect your first and last name, email address, phone number and the region you are applying for. We use these only to assess and respond to your application.
When you place an order
Our online shop is operated by Ecwid, and card payments are processed by PayFast. When you order, the information you enter - such as your name, delivery address, email, phone number and order details - is collected and stored by Ecwid so the order can be fulfilled. Payment card details are handled directly by PayFast and are never seen or stored by us or by this website.
Technical information collected automatically
To stop our forms being abused, we briefly record a one-way scrambled version of your IP address when a form is submitted. It is used only to count submissions and is automatically discarded after one hour. It cannot be turned back into your IP address, and it is never linked to your enquiry.
Our hosting provider also keeps standard server logs, which is normal for any website.
Cookies and tracking
This site uses Google Analytics. It uses cookies to record how many people visit, which pages they look at, roughly where in the world they are, and what they do in the shop. We use this to understand what is and is not working on the site. The information goes to Google, who process it under their own privacy policy. It tells us about patterns across visitors - we do not use it to identify you personally.
This site uses the Meta (Facebook) Pixel. It uses cookies to record which pages you visit, what you do in the shop, and when you send us an enquiry through our forms, so that we can measure how our advertising performs and show relevant adverts on Facebook and Instagram. This information goes to Meta, who process it under their own privacy policy.
Our shop also uses the TikTok Pixel. It records which products you view and what you do in the shop so that we can measure how our TikTok advertising performs. This includes a feature called advanced matching, which sends TikTok a scrambled version of details such as your email address or phone number if you provide them, so that TikTok can match your activity to your account. This information goes to TikTok, who process it under their own privacy policy.
Our shop provider, Ecwid, also sets cookies. These are necessary for the shop to work - for example, remembering what is in your basket while you browse.
You can block or delete cookies in your browser settings at any time. If you block them, the shop and basket may not work correctly.
Who we share it with
We do not sell your personal information, and we do not share it for anyone else's marketing. We share it only with the service providers that make this website and shop work:
- Ecwid - runs our online shop and stores order information.
- PayFast - processes card payments.
- Meta - advertising measurement, via the Pixel described above.
- Our hosting provider - stores the website and its email.
We may also disclose information if the law requires it.
How long we keep it
Order records: 5 years. Some records must be kept for a minimum period to meet tax and accounting law.
Your rights
Under POPIA you have the right to:
- ask what personal information we hold about you, and get a copy of it;
- ask us to correct anything that is wrong or out of date;
- ask us to delete information we no longer have a reason to keep;
- object to us using your information for direct marketing;
- complain to the Information Regulator of South Africa if you are unhappy with how we have handled your information.
To exercise any of these, email isabel@11lines.co.za. We will respond as soon as we reasonably can.
Keeping it safe
This website is served over an encrypted connection (HTTPS). Enquiries and applications are stored privately and are not publicly visible. Payment details never reach this website. No system is completely secure, but we take reasonable steps to protect the information we hold.
Changes to this policy
If we change how we handle personal information, we will update this page and the date shown at the top.