Terms of service
Terms of Service
Last updated: 26 August 2026
Welcome to urbanflock.
These Terms of Service govern your use of the urbanflock website at www.urbanflock.co.za and any purchases you make through our online store.
By using our website or placing an order, you agree to these Terms of Service.
If you do not agree with these terms, please do not use our website.
1. About urbanflock
urbanflock is a South African handmade and slow-fashion brand creating clothing and accessories using natural fibres and quality fabrics.
Our products are handmade by skilled women artisans in South Africa.
Many of our pieces are made in small quantities, and some are completely unique. Because they are handmade, slight variations in colour, texture, stitching and finish are natural and are part of what makes each piece special.
Our website is operated by:
Legal business name: urbanflock handmade
Trading as: urbanflock
Registration number:
Physical address: Acorn Square, Belvidere, Knysna
Email: info@urbanflock.co.za
Telephone: 082925141
The ECTA requires online suppliers to make certain business and contact information available to consumers.
2. Using our website
You may use the urbanflock website for lawful purposes only.
You agree not to:
- Use the website for fraudulent purposes
- Attempt to gain unauthorised access to the website or its systems
- Copy or reproduce our content without permission
- Use our photographs, product descriptions, branding or other content for commercial purposes without our written permission
- Interfere with the operation or security of the website
- Provide information that is false, misleading or fraudulent
We reserve the right to restrict or suspend access to the website where reasonably necessary.
3. Products
We do our best to ensure that product photographs, colours, descriptions and prices are accurate.
However, colours may appear slightly different depending on your screen or device.
Because our products are handmade, no two pieces will necessarily be exactly alike.
Small variations in:
- Colour
- Texture
- Stitching
- Pattern
- Shape
- Finish
may occur.
These differences are a natural part of handmade production and are not necessarily defects.
Where a product is a one-off, this will be indicated where possible.
4. Product availability
Our products are often made in small quantities.
This means that some products may sell out quickly and we cannot guarantee that an item will remain available after you have viewed it on the website.
If an item becomes unavailable after you have placed an order, we will contact you as soon as reasonably possible and discuss the available options with you.
If we cannot fulfil your order, you will be entitled to an appropriate refund.
5. Prices
All prices displayed on our website are in South African Rand (ZAR) unless otherwise stated.
Prices include applicable taxes where required by law.
We reserve the right to change prices at any time.
A price change will not affect an order that has already been accepted and paid for, subject to applicable law.
We take care to ensure that prices displayed on the website are accurate. If an obvious pricing error occurs, we will contact you before processing the order.
6. Placing an order
When you place an order through our website, you are making an offer to purchase the products selected by you.
Your order will be subject to availability and our acceptance of the order.
Once your order has been successfully placed, you should receive an order confirmation by email.
The confirmation will include details of your purchase.
If there is a problem with your order, such as an incorrect price, unavailable stock or another issue, we will contact you as soon as reasonably possible.
7. Payment
Payment must be made through one of the payment methods made available on our website.
We do not receive or store your full payment card details where payment is processed by a third-party payment provider.
Your payment information is handled according to the payment provider’s own terms and security procedures.
An order will only be processed once payment has been successfully authorised.
8. Delivery
We deliver to addresses within the areas currently supported by our delivery partners.
Delivery costs and estimated delivery times will be displayed during checkout or communicated to you before your order is finalised.
Delivery times are estimates and may be affected by circumstances outside our reasonable control, including courier delays, severe weather, strikes or other unforeseen events.
Once your order has been handed to the courier, delivery is subject to the courier’s terms and processes.
Please ensure that your delivery address and contact details are correct when placing your order.
9. International orders
We may offer international delivery from time to time.
Where international delivery is available, additional delivery charges, customs duties, taxes or import charges may apply.
These charges are the responsibility of the customer unless we expressly state otherwise.
Customers outside South Africa are responsible for ensuring that the products they order may legally be imported into their country.
10. Returns and refunds
Our Returns & Refunds Policy forms part of these Terms of Service.
You can view our Returns & Refunds Policy here:
[INSERT LINK TO RETURNS POLICY]
Nothing in our returns policy or these Terms of Service limits any consumer rights that cannot legally be excluded.
South African consumer law provides consumers with certain rights relating to goods, including remedies where goods are defective or fail to meet applicable requirements.
For qualifying electronic transactions, consumers may also have a cooling-off right under the ECTA.
11. Made-to-order products
Some urbanflock products may be made to order.
Where this is the case, we will provide you with information about the expected production time before your order is confirmed.
Because these items are made specifically for you, change-of-mind returns may be treated differently from standard products, subject always to your rights under applicable consumer law.
12. Intellectual property
All content on the urbanflock website belongs to urbanflock or is used with permission.
This includes:
- The urbanflock name and logo
- Photographs
- Product images
- Product descriptions
- Written content
- Graphics
- Website design
- Videos
- Social media content
You may view and use the website for your personal, non-commercial purposes.
You may not reproduce, copy, modify, distribute or commercially use our content without our prior written permission.
13. Our photographs and handmade products
We make every effort to photograph our products accurately.
However, handmade products may have natural variations.
Product photographs are intended to give you a realistic representation of the item but should not be interpreted as a guarantee that your item will be visually identical to a photograph.
This is especially relevant to one-off and small-batch pieces.
14. Website content
We try to keep the information on our website accurate and up to date.
However, we do not guarantee that every piece of information will always be complete, current or error-free.
We may update, change or remove website content at any time.
This includes:
- Product information
- Prices
- Availability
- Images
- Descriptions
- Website features
15. Third-party websites and services
Our website may contain links to third-party websites or use third-party services, including payment providers, delivery companies and social media platforms.
We are not responsible for the content, security, availability or privacy practices of third-party websites.
Your use of those services is subject to their own terms and policies.
16. Privacy
We respect your privacy.
Personal information collected through our website will be handled in accordance with our Privacy Policy and applicable South African privacy laws.
Our Privacy Policy explains what information we collect, why we collect it, how it is used and the rights you have regarding your personal information.
POPIA establishes requirements for the lawful processing and protection of personal information in South Africa.
17. Cookies
Our website may use cookies and similar technologies to help the website function, understand how visitors use our website and improve your experience.
Where required, we will provide appropriate information and choices regarding cookies.
18. Limitation of liability
We will take reasonable steps to ensure that our website is secure and available.
However, we cannot guarantee that the website will always be available, uninterrupted or free from technical problems.
To the extent permitted by law, urbanflock will not be responsible for losses resulting from:
- Temporary website downtime
- Technical failures outside our reasonable control
- Third-party website failures
- Courier delays outside our reasonable control
- Events beyond our reasonable control
Nothing in these Terms of Service excludes or limits any liability or consumer right that cannot legally be excluded or limited.
19. Events outside our control
Sometimes things happen that are outside our reasonable control.
This may include:
- Natural disasters
- Severe weather
- Fires
- Floods
- Strikes
- Power or network failures
- Government restrictions
- Transport disruptions
- Supplier disruptions
- Other events beyond our reasonable control
Where such an event affects our ability to fulfil an order or operate the website, we will take reasonable steps to communicate with you and minimise any impact.
20. Changes to these Terms
We may update these Terms of Service from time to time.
The latest version will always be published on this page.
The updated terms will apply from the date shown at the top of the page, subject to applicable law and any rights relating to transactions already concluded.
21. Complaints
We want you to have a good experience with urbanflock.
If you have a problem with an order, product or our service, please contact us first so that we can try to resolve it.
Email: info@urbanflock.co.za
WhatsApp: 0829251431
Please include your order number where applicable.
We will try to respond as soon as reasonably possible.
22. Governing law
These Terms of Service are governed by the laws of the Republic of South Africa, subject to any mandatory consumer protection rights that may apply.
Nothing in these terms prevents a consumer from exercising a right or pursuing a remedy available under applicable South African consumer law.
23. Contact us
If you have any questions about these Terms of Service, please contact us:
urbanflock
Acorn Square
Belvidere
Knysna
South Africa
Email: info@urbanflock.co.za
Phone / WhatsApp: 0829251431
Website: www.urbanflock.co.za