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Frequently asked questions

Is online shopping safe?

Yes. We have taken every precaution to ensure your personal details are safe with us. 

All sensitive information you provide is encrypted using industry-standard Secure Sockets Layer technology, and we utilise a leading South African payment processor. 

We also insist that all credit card payments use 3D Secure processes (such as MasterCard's SecureCode and Verified by Visa). 

What is Thawte Security?

Thawte Security is a Certificate Authority that essentially secures the Builders website by validating security certificates with our affiliates to ensure that our connection both to and from are secure at all times.

What are the requirements for a password?

Builders attempts to make your online shopping experience as secure as possible. The password entered on registration must be alpha-numeric (that is, a mix of letters and numbers) and must be a minimum of 8 characters in total. Your password needs to be a mix of 1 uppercase, 1 number and 1 special character.

Will my password expire?

For your convenience we have maintained a static password that will not expire. However, should you wish to change your password, you can either change it in your ‘My Account’ section or reset it following the password reset process.

How do I reset my password?

There is a "Forgot Your Password" link on the login page. You will be prompted to enter an email address to send a password reset email which will allow you to reset your password. Please ensure that you enter the email address you registered with. If your email address has changed, please contact us on 0860 284 533.

Why must I select a fulfilment store?

Select a fulfilment store for accurate stock availability and pricing in your region. You can change this at any time.

How can I see how much stock is available on the website?

Our website can provide an estimation of stock availability for delivery, collection or in-store, based on the previous day’s closing stock. Before you have selected your fulfilment choice, the site looks at your region (determined by your IP address), however only once we have the exact details of the fulfilment location, can we confirm the stock availability. We do our best to source stock even if it is low, but there may be cases where we will need to contact you as this may lead to extended lead times. Unfortunately, due to the nature of our business, we cannot guarantee the stock indicated on the site is in-store. However if you want to confirm the quantity available, it’s best to contact us on 0860 284 533 or your closest store. (Please note: it’s against business practice to reserve stock).

Can you guarantee stock?

As we are competitively priced and our stock sells on demand, we cannot guarantee stock. However we will try our best to source the items for you. We will be in contact with you should we encounter any problems with stock.

What Internet browsers are supported?

Our website is built to work across all mainstream Internet browsers. But for optimal browsing experience, we recommend:

  • Internet Explorer - Version 10 and later (Windows only)
  • Firefox - Version 24 and later (Windows, Android & Mac)
  • Google Chrome - Version 30 and later (Windows, Android & Mac)
  • Safari – Version 6 and later (Mac & iPhone only)

Is the Builders Online website compatible with smart devices?

Yes, as our website is designed to be used across current mainstream mobile devices, such as tablets (e.g. Apple iPad or Samsung Galaxy Tab) or mobile phones (e.g. Apple iPhone, Samsung Galaxy S range, Microsoft Lumnia, or Blackberry Q10).

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