Policies

Shipping & delivery

We are currently shipping nationwide. With the exception of pre-order items, please allow 2–3 Earth days for order processing and verification, and a further 4–5 Earth days for delivery.

Pickup

Free, from 2 Ilala Drive, La Lucia, Umhlanga

Within Durban

R50

Nationwide

R80

Orders over R800

Free delivery

Sizing

Everything runs true to size. If you're looking for a baggier or boxier fit, get one size up.

Returns & refunds

All sales are final

We don't refund or exchange pieces for a change of mind, for choosing the wrong size, or for normal wear and tear, so please check the sizing before you order. The exceptions below are the ones South African law gives you, and they can't be signed away.

The 7 Earth day cooling-off for online orders

Under section 44 of the Electronic Communications and Transactions Act, anyone who orders online can cancel without a reason, and without penalty, within 7 Earth days of receiving the order. For a pickup order, the 7 Earth days start when you collect it. You can also cancel before your order has been sent or is ready to collect.

1. Tell us within the 7 Earth days. Email [email protected] with your order number (it starts EMVY- and is on your confirmation page) and the pieces you're sending back.
2. Send it back. Post or courier it to 2 Ilala Drive, La Lucia, Umhlanga, or drop it off there; message us first so someone's in. Please return it the way it came: unworn, unwashed, with its tags and packaging. Trying it on, the way you would in a shop, is fine.
3. Get your money back. We refund everything you paid for the order, delivery included, within 30 Earth days of the day you cancelled.

The postage back is yours to pay. It's the only cost the law lets a shop pass on, and we add nothing to it: no restocking or handling fees. If you send back only some of an order, we refund those pieces; the delivery fee comes back when the whole order does. We don't swap sizes, and after the 7 Earth days the sale is final.

Faulty, damaged or the wrong item

If a piece arrives damaged, isn't what you ordered, or isn't as we described it, please tell us within 7 Earth days of delivery. Email [email protected] or call +27 64 894 8637, and include:

• your order number
• a short description of the problem
• clear photos of the piece you received

A fault that only shows up later is still covered: section 56 of the Consumer Protection Act gives every piece a six-month guarantee. We'll look at what you send. Normal wear and tear, or damage caused after the piece reached you, isn't a fault. If it is a fault, you choose whether we repair it, replace it or refund you, and we pay to get it back to us. If a repaired piece fails again within three months, we replace it or refund you.

How the refund is paid

We refund through Payfast. Credit and cheque card payments go back to the card. Debit cards, Instant EFT and some other methods are refunded by bank transfer, so we'll ask for your bank details. An order you emailed to us rather than paid for on the site is refunded the same way you paid.

Pre-orders and limited drops

Everything in this section applies to every piece, including made-to-order pieces and limited drops.

If we can't sort it out

Talk to us first; most things are one message away. If we can't resolve a complaint between us, you can take it to the Consumer Goods and Services Ombud: 0860 000 272, [email protected], cgso.org.za.

Privacy

Who's responsible for your information

Cebo Nyawo, trading as EMVŸ, is the responsible party under the Protection of Personal Information Act (POPIA), and the Information Officer. The address and email are at the top of this page.

What we collect

When you order on the site:

• your name and email address, to take the order, send your receipt and reach you about it
• your phone number, if you give one
• your delivery address, if you choose shipping
• what you ordered: the pieces, sizes and total, and whether it's pickup or delivery
• your Earthian ID from the arcade, if you have one (a random number like #1105-4821)
• whether the payment went through, and Payfast's reference for it. Never your card or bank details.

We can't take an order without a name and an email address. Everything else is up to you.

When you email us an order, or message us by email, on Instagram or on TikTok, we get whatever you send.

When you're just looking around, we collect nothing. Cloudflare, which hosts the site, handles your IP address to deliver the pages and protect the site from attacks, as any web host does.

What we use it for

• To process your order, deliver it or have it ready to collect, and deal with returns, refunds and questions. That's what you've asked us to do.
• To keep the business records that tax law requires.
• To spot and stop fraud against the shop.

That's all. We don't send you marketing unless you've asked to hear from us, and you can stop it at any time. We don't sell, rent or trade your details.

Who else sees it

Each one gets only what it needs.

• Payfast takes your payment. It receives your name, email address, order number, a description of what you're buying and the amount. You give your card or bank details to Payfast directly, on its own page, under its own privacy policy.
• Cloudflare hosts this website and the database that holds orders.
• Google runs our email, so orders and messages you email us are stored in Gmail. Google also serves the site's fonts: your browser fetches them from Google's servers, which see your IP address.
• New Creation Studio built and looks after this website, and can open the order database to keep it running.
• A courier, if we use one to deliver your order, gets your name, delivery address and phone number.
• The authorities, only when the law requires it.

Our links to Instagram and TikTok take you to their own sites, under their own privacy policies.

Outside South Africa

Cloudflare keeps the order database in its Western Europe region, where the EU's GDPR applies, and Cloudflare and Google both work worldwide, so your details may be stored or handled outside South Africa. That happens only as far as running the shop and getting your order to you needs it.

On your device

This site sets no cookies and runs no analytics, advertising or tracking code. It does keep a few things in your browser's storage, on your own device:

• your cart and your delivery choice
• the arcade: your Earthian ID and the date you got it, your high score, whether the sound is on, and whether you've seen the intro
• your order reference while you pay, so the confirmation page can find your order
• whether you've swiped a photo carousel, forgotten when you close the tab

None of it reaches us, except your cart and your Earthian ID when you place an order. Clearing this site's data in your browser removes all of it. Payfast's payment page is Payfast's own site, under its own policy.

How long we keep it

• Orders, including ones where the payment didn't go through: for as long as tax law requires us to keep business records (at present, five years after the tax return they belong to), and then we delete them.
• Emails and messages: as long as we need them to help you and keep our records.

Keeping it safe

• Card and bank details never touch this site; you enter them on Payfast's page.
• Every page is served over an encrypted connection (HTTPS).
• The order database isn't public. Only the people who run the shop and look after the site can open it.
• Your order's status page is reached through a long random reference that nobody can guess.
• If your details are ever exposed, we'll tell you and the Information Regulator, as POPIA requires.

Your rights

Under POPIA you can:

• ask whether we hold information about you, and for a copy of it
• ask us to correct it, or to delete whatever we're not required to keep
• object to how we use it
• withdraw any consent you've given, such as to hear from us
• complain to the Information Regulator

To do any of these, email [email protected]. We may ask you to show it's you before we hand anything over. We don't charge for this.

Information Regulator

Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191

Complaints

POPIAComplaints@inforegulator.org.za · 010 023 5200

Website

inforegulator.org.za

Under 18

If you're under 18, a parent or guardian needs to place the order or agree to it. POPIA requires their consent before we can process a child's personal information.