Frequently Asked Questions

Open the product page and scroll below the main product area to the Description and Additional Information sections. These contain the product specifications, features, dimensions and other useful details available for that item.

Use the search bar at the top of the website and enter the product name, model number, brand or category. You can also browse through the main product categories in the navigation menu.

Stock availability is shown on each product page. If an item is marked out of stock, it cannot currently be added to your basket. Availability may change as stock is sold or replenished.

You may proceed through checkout as a guest where this option is available. Creating an account makes it easier to view your order history, manage your details and receive any eligible cashback or store credit.

Sign in and open My Account. From there, you can view your orders, manage your delivery and billing addresses, update your account details and access other account features.

Enter your valid voucher code in the voucher field on the basket or checkout page, then select Apply Voucher. The discount will appear in your order summary if the code is valid and its conditions are met.

Yes. For larger quantities, business requirements or help choosing suitable products, email sales@thebuildshop.co.za before ordering and our sales team will assist you.

At checkout, you can pay securely using PayFast, Ozow, Payflex or available store credit. Supported options include Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and Instant EFT. The payment methods available for your order and device will be displayed at checkout.

Select PayFast at checkout and follow the secure payment instructions. Once payment is successful, PayFast will also send you a payment confirmation email. Your order will then be confirmed on our system.

Ozow allows you to pay securely and instantly from your supported banking app. Select Ozow at checkout, choose your bank and follow the prompts. Your order is confirmed automatically once the payment is successful.

Payflex allows eligible customers to split a purchase into interest-free instalments, subject to Payflex approval and terms. Choose Payflex at checkout, sign in or create a Payflex account, and follow the approval and payment steps shown.

Sign in to the customer account linked to your store-credit balance. If credit is available, you can apply it during checkout. Store credit cannot be exchanged for cash and is subject to the applicable account and promotion terms.

Yes. Online payments are completed through the selected secure payment provider. The Build Shop does not ask you to send card or online-banking passwords by email.

First confirm that no payment was deducted, then try again or choose another payment method. If money was deducted but your order was not confirmed, email support@thebuildshop.co.za with your name, order number and proof of payment so we can investigate.

After a successful checkout, you will see an order confirmation page and receive a confirmation email at the address provided. Registered customers can also sign in and check the order under My Account. If you paid but received no confirmation, contact support before placing the order again.

Delivery generally takes 2–7 business days, depending on your delivery address, product availability and the logistics route. Remote-area or unusually large-item deliveries may take longer.

Most orders are delivered through The Courier Guy. We may also use another suitable logistics partner depending on the parcel size, destination and service required.

The applicable delivery charge is calculated during checkout based on factors such as the products in your basket, parcel size or weight and the delivery destination. You can review the charge before completing payment.

Visit our Track Order page and enter the requested order details. Tracking becomes available once your order has been processed and a shipment has been created.

Tracking information is provided after your order has been packed and handed over or booked with the delivery partner. There may be a short delay before the courier's first tracking update appears.

No. A complete physical street address is required for courier delivery. Please also provide a working contact number so the driver can contact you if necessary.

Contact support@thebuildshop.co.za as soon as possible. We can only change the address if the order has not yet been dispatched. An address change may affect the delivery charge or delivery time.

The delivery partner may contact you or attempt delivery again according to its process. Additional delivery attempts, address corrections or redirected deliveries may carry an extra charge, so please ensure someone is available at the address provided.

Some orders may be packed in more than one parcel or dispatched from different locations. If this happens, the parcels may arrive at different times and may have separate tracking updates.

You may request a return within 15 days of receiving your order. Email support@thebuildshop.co.za with your order number, the product you want to return and the reason for the return. Our team will review the request and arrange the return process. The return collection for an approved return and refund is free.

No. While an approved return for a refund can be collected free of charge, delivery charges for sending a replacement product are not free and will need to be paid before the replacement is dispatched.

Email support@thebuildshop.co.za as soon as possible with your order number, a description of the issue and clear photographs of the product and packaging. Keep all original packaging while the matter is being reviewed.

Refunds are processed after the returned product has been received and assessed. Once approved, the time for the funds to reflect will depend on the original payment method and your bank or payment provider.

If you placed the order while signed in, open My Account, select Orders and use the cancel option if it is available. WooCommerce generally shows this option only for eligible unpaid orders that are still pending payment or have failed. If the option is not shown, email support@thebuildshop.co.za immediately. We will try to stop the order if it has not yet been processed or dispatched. If it has already left, the return process and any applicable charges will apply.

For order, delivery, return or website assistance, email support@thebuildshop.co.za. Include your order number where applicable so our team can assist you more quickly.