Privacy policy

Last updated: June 24, 2026

Mello Bed (Pty) Ltd operates this online store and website. This Privacy Policy describes how we collect, use, and handle your personal information when you visit our site, browse our collection, make a purchase, or communicate with our customer support team.

Please read this Privacy Policy carefully. By using our website and purchasing our products, you acknowledge the collection, use, and disclosure of your information as described below.

Personal Information We Collect

When we use the term "personal information," we mean details that identify you as an individual. We collect the following categories of personal information to fulfill your orders and give you a smooth shopping experience:

  • Contact details: Including your name, delivery address, billing address, phone number, and email address.

  • Financial information: Including transaction details, payment confirmation, and details processed securely through our authorized payment gateways.

  • Account information: Including your username, password, preferences, and saved settings if you choose to create a profile.

  • Purchase and browsing history: Including the items you view, add to your cart, add to your wishlist, or purchase, return, or exchange.

  • Customer support communications: Including any information, photos, or details you share when emailing our concierge team.

  • Device information: Including details about your phone or computer, web browser, network connection, IP address, and cookie identifiers to help our website load properly.

How We Collect Your Information

We collect your information from the following sources:

  • Directly from you: When you checkout, buy a product, sign up for our newsletter, create an account, or send us an email.

  • Automatically through our website: Through cookies and tracking tools that recognize your device and remember what you put in your cart as you browse.

  • From our operational partners: Such as our local courier services and secure payment gateways who update us on your delivery or payment status.

How We Use Your Personal Information

We use your personal information to run our business and take care of you and your pup:

  • Fulfilling Orders & Deliveries: We use your details to process payments, manufacture or prepare your products, package your orders, and hand over your contact and address details to our courier partners so they can deliver your beds, blankets, or toys.

  • Customer Support: We use your emails and order history to help answer your questions, handle size changes, or process your 7-day returns.

  • Marketing & Updates: We use your email or phone number to send you shipping updates, and, if you opt-in, to send you occasional updates about new product launches, promotions, or pet care tips.

  • Fraud Prevention & Security: We use order details to ensure payments are secure, flag potential fraudulent transactions, and keep our website safe for all shoppers.

How We Share Personal Information

We do not sell your data. We only share your personal details with essential partners to complete your order and run our online store:

  • Shopify: Our website platform, which securely processes and holds all order data and hosts our checkout.

  • Payment Gateways & Couriers: To securely charge your card and physically deliver your products to your doorstep.

  • Marketing Partners: To run our social media ads and send our newsletters, based strictly on your interaction with our store.

  • Legal Obligations: If required by South African law to comply with valid government or regulatory requests.

Relationship with Shopify

Our store is hosted by Shopify. Shopify stores your customer data securely behind firewalls on global servers. They use this information to maintain our checkout system and improve our platform security. You can read more about how your data is handled on the Shopify Consumer Privacy Policy.

Children's Data

Our website and products are intended for adults. We do not knowingly collect personal information from minors.

Data Security and Retention

We take data security seriously and use industry-standard encryption to protect your checkout details. However, no data transmission over the internet is completely impenetrable, and we encourage you to protect your account password. We store your order data for as long as necessary to handle customer history, accounting records, and product warranties.

Your Rights and Choices

In accordance with the Protection of Personal Information Act (POPIA), Act 4 of 2013,  you have full control over your personal information:

  • Right to Access & Correct: You can request a copy of the personal data we hold about you or ask us to update outdated shipping/contact info.

  • Right to Delete: You can ask us to close your account and delete your customer data, provided we don't legally need to keep it for active order fulfillment or tax tracking.

  • Opting Out of Marketing: You can unsubscribe from our marketing emails at any time by clicking the "unsubscribe" link at the bottom of any email we send.

To exercise any of these rights, please email us directly at hello@mellobed.co.za.

Complaints

If you have any concerns about how we handle your data, please email us at hello@mellobed.co.za.

International Data Transfers

Because Shopify operates globally, your data will be securely transferred to and stored on servers located outside of South Africa (such as in Canada and the United States) exclusively to keep our website running, process your payments, and fulfill your orders.

Changes to This Policy

We may update this policy occasionally to reflect changes in how we operate or for legal reasons. Any updates will be posted directly to this page with an updated date.

Contact Us

For any questions regarding your privacy, data deletion, or our practices, please email us at hello@mellobed.co.za.

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