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FAQ

Shopper FAQs

Shop online safely and securely at www.strandhardware.co.za

We aim to assist all our customers, and in order to save time and make it easier for you; here is a list of some of the most common questions sent to our Customer Support team.

My order was declined. 

When "credit card was declined" appears while processing an order, it means that your credit card issuer/bank has declined the transaction. Usually, a quick call to your card issuer/bank will clear this up.

If you wish to place your order again, you may do so. Please be sure to include your full name, correct address and a phone number where you can be reached in the event that we need to reach you in order to verify the order.

I am having ordering difficulties. 

Please ensure that you have registered on our website as the option to buy is only available once logged in.
Please check your spam and/or junk mail folders as the email may have been sent there. If you are still unable to locate the email you may contact the merchant directly on 041 585 6996.

I did not receive my confirmation email/receipt email. 

Please check your spam and/or junk mail folders as the email may have been sent there. If you are still unable to locate the email you may contact the merchant directly on 041585 6996 or you may email Customer Support at info@strandhardware.co.za for assistance.

I was double-charged. 

We are here to help! Please double-check with your credit-card provider: sometimes they will hold more than one transaction in Pending status, especially if it took a few tries to complete the transaction. If there is more than one transaction processed, please contact us on 041 585 6996 or email us on info@strandhardware.co.za and we will review the situation.

I want to pay by EFT and need your bank information. 

Please select EFT as the payment method in the order page. After clicking the "Next" button, you will be directed to a page with detailed instructions, including your order reference number and our bank details.

I am concerned that your order page is not secure. 

Our Order Pages are hosted in a very secure environment. However, there are a number of settings your merchant may have selected that cause the padlock graphic not to show in your browser. The most common are that either the payment page is nested in a frame (the payment process is secure, but the frame-set in which it is displayed may not be); or the merchant uses non-secure graphics, which makes the browser think the entire page is insecure.

Please accept our assurances that your transactions are always conducted over secure connections. If you would still prefer to complete the transaction by telephone please call us on 041 5856996 and we will gladly assist you further.

Can I Use a Purchase Order? 

This method is usually used by larger corporations and is available only for orders where the company is VAT registered. Purchase orders are processed in the manner described below:

  • Customers using this must be pre-validated, shouldyou require us to assist you, please contact mandy at info@strandhardware.co.za.
  • Generate a Quote or Proforma Invoice from the relevant merchant's online order page.
  • Please put a relevant Purchase order number in.
  • We enter your purchase order into our system, where it awaits merchant approval.
  • Once the purchase order is approved, the order is processed. Depending on the merchant and order value, the delivery/ collection of the product will be arranged.
  • You will receive an invoice from us with the delivery/ collection.

I can't use my product - who should I call? 

Please call Andre Esterhuyse on 041 585 6996

Customer support hours 

Saturday - Sunday: 8am - 1pm (Saturday) - CLOSED (Sunday)
Monday - Friday: 8am - 5pm

I need technical support with my online purchase - who should I contact? 

Please call Candra on 041 585 6996 for assistance.

I need technical support with products - who should I contact? 

Please call Andre' on 041 585 6996 for assistance.