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Frequently Asked Questions

We are here to help. Below are some answers to questions you may have as well as other tips.

  1. General questions

I registered, but did not receive an email with registration details?

Please check your email spam, junkmail etc. folders. If you do not find the information, please contact us by using any one of these methods, and we will gladly assist:

– Email: onlineshop@southendhardware.co.za
Send a quick message here

What is the status of my order?
Once your order is confirmed you will receive your tracking information via email so you will always know the status of your order. Should anything change, we will inform you of what’s happening every step of the way.

Can I change my order?
Yes you may. This will be done manually via email and takes between 2/3 business days to process.

Where do you ship?
We ship nationwide within South Africa.

How long does it take to ship my order?
Our couriers collect orders every morning, which could take between 2/3 business days depending on your location.

  1. Payment

What payment methods do you accept and is it safe to use?
We make use of Payfast which is a South African payments processing service . Payfast enable easy, secure and instant transfer of money from online buyers to seller. You may use any of their payment methods available.

Which currency will I be charged in?
South African Rands (ZAR)

  1. Shipping

Is collection from your store available?
Yes you may choose the “Pickup from shop” option on the checkout page. We will let you know soon as your order has been processed and ready for collection.

How long does it take to ship my order?
It could take as little as 24 hours before your order is delivered. However, there could be unforeseen situations that may delay the delivery of your goods. But it should not take longer than 3 business days.

How can I track my package?
Once your order has been processed, you will receive a waybill that can be used through The Courier Guy’s website. There you can track and always know the status of your order.

What if I’m not home?
We try our best to arrange an exact time for delivery. If you will not be home, please arrange with a neighbor etc. to have a copy of your ID and proof of address to receive your order.

Shipping Policy
Please read our Shipping Policy for more information.

4. Returns

Do you accept returns?
Yes we do, please read through our Return Policy to make sure you are in line with our policy.

Can I exchange an item?
Yes we do, as long as the item has not been opened or tampered with. We will gladly take back. Please read through our Return Policy to understand how to go through this process.

Are returns free?
Any returns that are made will be done at your own expense. If the product should have factory defects, and a report from our supplier shows that the product is defected, we will reimburse the courier charges that you paid.

How long does it take to process a return?
It normally takes about 7 business days to process a return. However, we do aim to be efficient when it comes to service. This we can assure you as our customer not to worry when it comes to service. 

  1. Other questions

Do you have physical stores?
Yes we do and have been located in the same place since 1968

6. Security

We do not store any customer banking details.
We make use of Payfast to manage all payments.
Our website have a valid security certificate.
All communications are encrypted.
Our website automatically locks user accounts which have multiple failed logins.
We recommend that the secure password which is randomly generated upon signup, is not changed as the generated passwords are usually more secure.
Please read through our Terms and Conditions to have a better understanding about the security of your personal information.