1. Who we are
Nana Kept is a small secondhand clothing business in Toronto. We buy older clothes that were looked after, choose modern secondhand pieces to go with them, and send them out as a set of four.
- Business
- Nana Kept
- Address
- 2916-75 Canterbury Place, North York, ON M2N 0L2, Canada
- support@nanakept.ca
- Phone
- 437-981-1626
The mailing address is not decoration. Canadian anti-spam law requires it on every commercial email we send, so it has to be real and current. Ontario's Consumer Protection Act asks for the phone number and the address of the premises we work from, so you always know who you're dealing with.
2. Privacy
We collect as little as we can, and we tell you why before we ask.
What we collect
- Your name and email, so we can send a receipt and tell you where your order is.
- Your measurements: chest, waist, hips, inside leg, height, how you like clothes to fit, whether we're dressing a woman or a man (you can decline to say), what you'll wear the clothes for, and your shoe size if you give it. This is the whole point: without them we can't choose anything that fits.
- Colours and shapes you wear and don't, so we don't send you the green again.
- Anything you type into the notes: what you already own, what you're after.
We do not collect your card number. It goes straight to our payment provider and we never see it.
Who else sees it
Only the companies that make the order work, and only the part they need:
- Payment
- Stripe. Handles the card and sends the receipt
- Order form
- Formspree. Carries the order from the website to our inbox
- Gmail. Sends what we write to you, from support@nanakept.ca
These companies keep data outside Canada, mostly in the United States, which means it can be reached by the laws of the country it sits in. We don't sell your information, and we don't hand it to anyone for advertising.
How long we keep it
Order records for 7 years, because tax rules require it. Measurements and preferences until you ask us to delete them, since keeping them is what makes ordering again quick. Newsletter emails until you unsubscribe.
Seeing it, fixing it, deleting it
Write to us and we'll send you everything we hold about you, correct anything wrong, or delete it. No charge and no reason needed. We'll answer within 30 days.
The person responsible for this is Yedeun Yoon, reachable at support@nanakept.ca. If we handle it badly you can complain to the Office of the Privacy Commissioner of Canada.
Cookies
This site sets no cookies and runs no analytics, so nothing follows you around after you leave. The one thing we keep in your browser is your order form as you fill it in, so you can close the tab and pick up where you left off. It stays on your device until you press send. Payment happens on Stripe's own page and the newsletter sign-up goes through Formspree; each has its own privacy policy, and neither gets more than what the form asks for.
3. Email
We write when a wardrobe worth telling you about turns up, or when we have an offer worth your while. Once or twice a month, never more.
Who gets these
- If you've ordered from us, we may write to you about new pieces. Canadian law allows this for two years after a purchase, and we treat that as the outside limit rather than a target.
- If you haven't ordered, only if you put yourself on the list.
Stopping them
Every email we send carries our name, our mailing address, and an unsubscribe link. One click, no reason needed, no "are you sure". We stop within ten business days and usually the same day.
What you can't unsubscribe from
Emails about an order you've placed: the receipt, where it is, when it ships. Those are part of the purchase, not marketing. Once the order is done, they stop on their own.
4. Terms of sale
- Price
- $280 CAD launch price for our first twenty customers, then $320 CAD
- Shipping
- $18 CAD within Canada, added at checkout
- Tax
- None on top. $298 is the whole price
- Currency
- Canadian dollars, always
- In the box
- Four pieces: one older, three modern secondhand
- Made to
- The measurements you give us
- Ships in
- Four weeks from payment
What you're agreeing to
You see all of this before you pay, and the last screen before payment shows it again. Paying is the point at which the agreement starts. We email you a copy of what you ordered, so there's a written record on both sides.
If we can't find the right piece
We'd rather take longer than send you something we don't believe in. If the right older piece hasn't turned up in four weeks, we write and ask for more time. You can wait or take your money back. Your call, and we don't argue about it.
If we get it wrong
If what arrives doesn't match what we published (wrong measurements, damage we didn't disclose, not the material we said), that's on us. Tell us and we'll make it right by exchange or refund, and we pay the shipping.
5. Condition and measurements
Every piece is secondhand. Some may be decades old. None of them are new, and we don't pretend otherwise.
What we publish for every piece
- Flat measurements in centimetres, measured by us, on the garment, laid flat. Not a size label. A 1970s size 14 is a modern 6, which is why the label is useless to you.
- What it's made of, and roughly how heavy the cloth is.
- How we dated it: the label, a zipper stamp, a seam. We say what the evidence is so you can judge it.
- Every flaw we can find. Thinning, mends, marks, a stuck zip. If we found it, it's written down.
What we won't send
- Anything we can't describe honestly. If we can't say what it's made of or roughly when it was made, we leave it.
- Shattered silk, dead elastic, damage that can't be lived with.
How we measure
By hand, on the garment, laid flat, with a tape, and we take the time to get it right. Where a measurement can be read two ways — a curved hem, a knit that gives — we take the smaller one. The numbers we publish are the numbers we measured, and the piece that arrives is the piece we measured.
If a piece doesn't match what we published, tell us. That's our error, not a return: money back or a replacement, whichever you'd rather, and we pay the shipping either way. See Terms of sale.
6. Exchanges and returns
One free exchange
If a piece doesn't fit or isn't right, send it back and we'll find you another. One piece, once, and we pay the shipping both ways. Tell us within 14 days of it arriving and send it back unworn, with any tags still on.
Cancelling before we find it
You can cancel for a full refund at any time until we post “Found it” in your hunt log. Up to then we haven't committed to a piece on your behalf, so there's nothing to unwind. Cancel from the Hunt page or by email, and the refund goes back to your card within 15 days, usually sooner.
Once “Found it” is posted, we've bought that piece for you and the sale is final. Whether you chose to see it or wait for the box makes no difference.
Otherwise, sales are final
Every piece is the only one of its kind. We can't restock a return, so beyond the one exchange we can't take things back.
The exception is the one above: if we described something wrongly, it isn't a return. It's our error, and you get your money back or a replacement, whichever you'd rather.
Between “Found it” and the post
The same rule holds while the box is being put together. Once “Found it” is posted the sale is final, even if nothing has shipped yet. When the box arrives, the one free exchange above applies.
7. Shipping
We ship across Canada for $18. We don't ship outside Canada yet.
Orders go out within four weeks of payment. Inside Canada most parcels arrive one to two weeks after that, longer for remote addresses, and the tracking number tells you where yours is. If it's lost in the post, tell us. We'll chase it, and if it doesn't turn up we'll refund you. That's our problem to solve, not yours.
8. Accessibility
This site is built to be used with a keyboard and read aloud by a screen reader. Text can be enlarged without the layout breaking. We describe clothes in words rather than relying on the photograph, which helps whether or not you can see it.
If something here is hard to use, write to us and tell us what happened. We'll fix it, and we'll tell you when it's fixed. If you'd rather order by email than through the form, we'll take your measurements that way. Say so and we'll walk you through it.
We're a small business under Ontario's Accessibility for Ontarians with Disabilities Act and we follow its customer service standard. Assistive devices, service animals and support people are welcome at every step, and if the usual way of doing something doesn't work for you, tell us and we'll find one that does. The site itself is written to WCAG 2.0 level AA as far as we can manage, with the same care whether or not the law asks it of a business our size.