Terms & privacy

Annmade is the name I sell my knitting under. I’m Ann, a sole trader based in South Africa, and I make every piece myself, by hand. When you order from Annmade, your agreement is with me.

You can reach me at annmade.za@gmail.com. I’m happy to give you a postal address if you need one.

Sending the order form is a request, not a purchase. Nothing is agreed and you don’t owe anything until we’ve talked it through.

• Price. The prices in the shop are a guide (“from” prices). The final price depends on the yarn, colour and size, and I’ll confirm it by email, along with the courier cost and an estimated delivery date, before I start.
• Deposit. For some pieces I’ll ask for a deposit before I buy the yarn. I’ll tell you the amount upfront.
• The balance is due once the piece is finished and you’ve seen photos of it, before I send it.
• Changing or cancelling. You can change or cancel your order for free before I’ve bought yarn or started knitting. After that, I’ll keep the part of the deposit that covers the yarn and work already done, and refund the rest.

I send finished pieces by courier, within South Africa and abroad. You pay the courier cost, and I’ll quote it before you confirm your order. Delivery dates are my honest best estimate. Handmade work takes time, so if something’s running late I’ll let you know as early as I can.

If you’re outside South Africa, any import duties or taxes your country charges are for you to pay.

Everything I make is made to order to your choices: your colours, sizes and measurements. Because it’s personalised, I can’t take a piece back because you’ve changed your mind, and the usual 7-day online cooling-off period doesn’t apply (section 42 of the Electronic Communications and Transactions Act).

If there’s a fault in my making, such as a dropped stitch, a seam coming apart or a button working loose, tell me within six months and I’ll repair it, remake it or refund you. None of this affects your rights under the Consumer Protection Act.

Sizing is based on the age or measurements you give me, and babies grow quickly. If a piece doesn’t fit, get in touch and I’ll do what I reasonably can to help.

Please follow the care instructions I send with each piece. Wear and tear and washing damage aren’t faults.

I only collect what I need to make and send your order, and I look after it in line with South Africa’s Protection of Personal Information Act (POPIA).

What I collect. When you send the order form:

• your name and email address
• the town and country it’s going to
• details of the piece, who it’s for, and any measurements you add
• any inspiration photos you upload

When we agree an order, I’ll also ask for a delivery address and phone number for the courier.

What I use it for. Only to quote for, make and deliver your order and to talk to you about it. I won’t add you to a mailing list or sell or share your details. The only people who see them are the courier, who gets what they need to deliver your parcel, and the providers that run my email and this website.

Where it’s stored. Your order details come to me by email, and inspiration photos are stored privately. To do this I use reputable email and website hosting providers, some of which are based outside South Africa, so your information may be stored abroad. I only use providers that protect personal information to a standard at least as high as POPIA requires.

Website analytics. I use simple, privacy-friendly analytics to see how many people visit and which pages they look at. They don’t use cookies or identify you personally.

How long I keep it. I keep order details for as long as I need them for your order and any later questions about it, and for records I’m required to keep. I delete inspiration photos once they’re no longer needed.

Your rights. You can ask me what information I hold about you, ask me to correct it, or ask me to delete it. Just email annmade.za@gmail.com. If you’re unhappy with how I’ve handled your information, you can complain to the Information Regulator.