FAQs

Where can I buy? All products can be purchased online here, or at one of our showrooms in Gold Coast or Brisbane. Click here to find a showroom close to you.

Product selection:  The friendly and knowledgeable team at Builders World will guide you on your product selection and answer any enquiries you might have regarding products and installation. If you have any questions during your online selection, call 1300 296 753 to talk to our team.

Product check: Please check your product as soon as you receive it to make sure all parts were delivered and are functioning correctly. In case of any concerns, damage or missing piece, please take a photo or video showing the evidence of the issue and send it to our team at orders_gc@buildersworld.com.au within 7 days from the delivery date.

Product guidance and care: All products have spec sheets with product specifications and care you can download from our website www.buildersworld.com.au.

Product certification: All products are certified for Australian use and meet all Australian Standards, and they also carry a Watermark & WELS rating for water efficiency and environmental sustainability.

Trade Account: Builders, designers, architects and developers can create a trade account to access special pricing options. The discount structure is measured by the size of the business. Read more here.

Products we stock: The products signalised as in-stock are ready for immediate collection and delivery, however other products might have to be pre-ordered from one of our suppliers.

Brands we work with: Builders World develop its own products and curate products from national and international manufacturers. Suppliers might change over the years but some of our main ones are Fienza, Nero and BNK.

Specials: Builders World will not accept returns of products purchased on clearance or specials.

Order modification: Unfortunately, once your order has been placed, you can’t modify it. Alternatively, you can place a new order if you have forgotten to include a product.

Mistaken order: Once the order is placed and payment is processed, orders can’t be modified. If you have placed an order by mistake for the wrong product, colour or size, you are welcome to return the product within 7 days from the purchase date to receive credit back and place a new order. The packaging and product/merchandise must be in original condition or saleable condition (accordingly to Builders World quality check) to be returned. Otherwise, the return will not be accepted, and a credit will not be issued.

Cancel order: Unfortunately, once our order is placed it can’t be cancelled. You are welcome to return the product within 7 days from purchase in original condition and claim credit back. Alternatively, you can call our team at 1300 296 753 for further assistance.

Payment methods: Builders World accepts Visa, MasterCard and Amex payments.

Tax withholds: Builders World is required to automatically charge and withhold the applicable GST for orders to be delivered to addresses within Australia. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other state or country.

Store pick-up:  For items in stock, customers can choose to pick up items in the store. Please call 1300 296 753 to confirm your order is ready to pick up to avoid frustration.

Dispatch:  For items in stock, dispatch can take between 1-3 days from when your order has been processed.

Overseas shipping: Unfortunately, Builders World don’t send items overseas

Delivery address: Goods will be delivered or deemed to be delivered when they are delivered to the place nominated by a customer. If no such address is nominated, then delivery will be deemed to occur at the time when the goods are ready for collection from The Company’s premises.

Shipping costs: Shipping costs will vary accordingly to location and freight company. For all products delivered in the Gold Coast and Brisbane area, a $25 flat fee is applicable.
For tapware and shower sets to be delivered Australia-wide, a $25 flat fee for postage is applicable.
Unfortunately, bulk and fragile items such as basins, baths and cabinets are currently not being delivered outside Gold Coat and Brisbane.

Timeframes: For deliveries in the Gold Coast and Brisbane, it can take between 1-3 days delivery.
For deliveries outside Gold Coast and Brisbane, we use third-party delivery companies and cannot control the delivery timeframe. Therefore, we suggest waiting for your items to be delivered before booking labour.

Delivery when the customer is not home: A signature will be required upon most product deliveries. If it is a local delivery in the Gold Coast and Brisbane, our drivers will try and contact the customer for advice before returning the item to the warehouse. For deliveries outside Gold Coast and Brisbane, the item will be returned to depo, and we will notify the client for pick-up.

Delivery left at the property: The customer authorises Builders World to deliver goods to the place nominated by the customer and to leave the products at such place whether or not any person is present to accept delivery. Builders World shall not be liable on any basis whatsoever for loss incurred by a buyer after the delivery to the nominated place has occurred. Where the customer expressly requests our company to leave goods outside our premises for collection or to deliver the goods to an unattended location then such goods shall be left at the customer’s sole risk, and it shall be the customer’s responsibility to ensure the goods are insured adequately or at all.

Delivery at places with stairs or lifts: All products are to be delivered to the ground floor, street level of the property.

Tracking orders: All orders can be tracked online or by contacting our team at 1300 296 753 / orders_gc@buildersworld.com.au

Delivery Issues: For any delivery issues, please contact orders_gc@buildersworld.com.au or call 1300 296 753.

Product issue: In case of any concerns. damage or missing piece, please take a photo or video showing the evidence of the issue and send it to our team at orders_gc@buildersworld.com.au
within 7-days from the delivery date. Please make sure you check your product as soon as you receive it to make sure all parts were delivered and are functioning correctly.

Post-sale support: The Builders World team works closely with customers and builders to ensure everyone is happy with their products. For product enquiries or any other concerns, please contact our team at 1300 296 753 or at gc_orders@buildersworld.com.au

Builders World’s warranty: To view Builders World’s own products warranty, read the product spec sheet on the product page or talk to our team at 1300 296 753 or at gc_orders@buildersworld.com.au.

Supplier’s warranty: Each product has its own warranty period and requirements. Some of our products have up to 15 years warranty. Please visit our website to see the applicable warranty on the product description, or on the downloadable spec sheet.

Timeframe: Products should be inspected as soon as they are received, and, in case of returns, Builders World must be advised within a 14-days period from the receipt date, or within 7-days from the delivery date.

Approval for return: Goods shall not be returned for credit except with the prior Builders World approval or as required by law. Such returns will be at the expense of the customer.

Specials: Builders World will not accept returns of products purchased on clearance or specials.

Conditions: The product/merchandise must be in original condition or saleable condition (accordingly to Builders World quality check) to be returned. Otherwise, the return will not be accepted, and a credit will not be issued.

Damaged or incorrect product: Builders World will, upon your request, replace any merchandise that is received in damaged condition or as a result of a picking error. No material will be accepted, or replacement will be issued without prior approval to return such merchandise. The filing of claims will be our responsibility.

Refund: After return and refund are approved, we issue the credit to your account (if a business) or credit card.

Return shipping: For unwanted products, the cost of return shipping shall be the responsibility of the customer. Delivery costs are non-refundable. We recommend using postal tracking and insurance for safety.

Return location: All returns must be sent or delivered at our Gold Coast showroom: 1/8 Lawrence Drive, Nerang QLD 4211.

Gold Coast Showroom: 1/8 Lawrence Drive, Nerang QLD 4211
Open Mon-Fri from 6:30am to 4pm, and Saturday from 8:30 am to 1:00 pm.

Brisbane Showroom: 5/338 Lytton Road, Morningside
Showroom visits and product selection by appointment only by calling 1300 296 753, or by sending a message for booking request here.

Bulk Warehouse: Factory 5, 26 Production Ave, Molendinar QLD 4214
For bulk items pick-up only when advised by Builders World team.
Mon-Thu from 6:30 am to 3:00 pm