Frequently Asked Questions

Payments and Orders

What payment methods do you accept?

You can pay via Afterpay, PayPal and Credit Card via Stripe on our website. We currently accept any credit or debit card with a MasterCard, Visa, Discover Network, American Express or Diners Club International logo.

Do you offer custom orders?

No, not at this time (but we’ll let you know if we ever do!).

Can I pre-order an out-of-stock item?

Unfortunately you can’t. You can always join the waiting list for out-of-stock products so if they do make a reappearance, you’ll be first notified via email. All our sale items however, are final lines and won’t be restocked, so once they’ve been snapped up, that’s curtains, friends!

Can I place a bulk order?

You betcha – but only if stock allows! Share your ideas and plans with our team by contacting us and we’ll see what we can do.

Once I’ve got my order, how do I install my hardware?

We’re glad you asked – as passionate Do.Uppers ourselves, we love to show you how to best install our products. 

Jump on over to our blog for these easy to follow ‘how to’ guides:

And don’t fret – if you still can’t tell a pull from a tie back, drop us a line and we’ll get you back on track.

Estimated Shipping Time Frames

Only part of my order has been shipped!

This has probably happened because you’ve treated yourself to both an “in stock” product and a D.LUXE or premium items!! Items that require a bit longer to send will be listed on the product page. You see, these items have different dispatch times, and that’s why they’ve ended up this way. But fret not, for each item will be delivered to you as separate parcels, ensuring everything arrives in perfect harmony.

Why have I received two tracking numbers?

Most likely ’cause you’ve snagged yourself an “in stock” item and a fabulous premium item in the same purchase!!

How long do items take to dispatch?

Normally, it takes us around 2 to 7 days todispatch these fabulous items. Occasionally, it may be a bit shorter, but we like to give ourselves a little extra time to ensure that the quality we deliver is absolutely top-notch, reflecting our impeccable Do.Up standards. We provide a delivery timeframe on each Made to Order product page.

When can I expect to receive my order?

After we have made you items, shipping takes between 5 to 7 days. the estimate delivery time will indicate the time frame of when you can expect to receive delivery.

If I order an “in stock” item and an item listed with a “estimated delivery time” do I receive the “in stock” item(s) first?

Ah, fantastic question! We’ve got it all figured out. We’ll divide your order into two separate parcels, do.upper. This way, we can swiftly send you your “in stock” treasures first. Once your item marked with an “Estimated Time Frame” are all set and ready, we’ll ship those beauties your way too. Oh, and don’t you worry! You’ll receive distinct tracking numbers for each parcel, so you can keep tabs on their journey to your doorstep.

How do I know if the item has an “Estimate Delivery Time Frame”?

We make it crystal clear. All products that have an “Estimated Delivery” are prominently marked on our shop pages, product pages, checkout, and even in your order emails. So, you can easily spot those gems that require a bit of further TLC. Anything that’s not labeled with a “Estimated Deliver Date Range” means it’s ready and waiting in our stock, just itching to be whisked away to its new home without any delay.

What do the estimated time frames indicate on the product page?

These delivery times are an estimate of how long we typically expect this item to be with you.

Tracking & Shipping

How do I track my order?

Once your order has been shipped, you’ll receive a confirmation email with tracking details for you to follow your parcel until delivery. Keep that number handy, too, just in case you need to chase it down or have any questions.

Where do you ship?

We ship our Do.Up products worldwide!

If you’re local to Australia, we ship to you via Australia post.

How much will it cost to ship my order?

Our goal is to offer you the best shipping options, no matter where you live!

Here’s the lowdown:

  • Shipping is calculated when you’re ready to check out 
  • Free shipping on all orders over AUD$150, otherwise 
  • An AUD$9.95 flat fee for Standard shipping, AUD$15.95 Express shipping Australia Wide,
  • Or AUD$20.00 Standard shipping fee for rest of the world.

When can I expect my order to be shipped?

Our couriers work hard to get you your order based on the delivery method you’ve chosen. So once your items are on their way, we’ll send you an email confirmation with tracking info so you can keep an eye on things.

TIP: How long it takes will depend on what product you’ve bought, delivery method you’ve selected and the carrier. Here’s a quick ballpark guide: 

  • 5-7 business days for Standard Australian shipping
  • 2-3 business days for Express Australian shipping, and
  • 7-10 business days for International. 

PS––We do our best to make sure your order arrives in a timely fashion, but we can’t predict the future (yet), so any ‘unprecedented times’ may cause delays beyond our control.

Can I cancel or modify my order before it ships?

Absolutely! Contact us before your shipping confirmation email arrives and we’ll work our magic to make sure you get the order of your dreams. 

However, once your order leaves our warehouse and is on its way, there’s nothing we can do – not for lack of trying thought. One of our staff tried flying a vacuum to chase an order once and it didn’t go well!

Only part of my order has been shipped!

This has most likely occurred because you ordered both an “in stock” item and a “Made to Order” item. Items have different dispatch times which is why this has occurred. Rest assured all your items will be delivered as separate parcels.

Why have I received two tracking numbers?

Most likely because you have ordered an “in stock” item and a “Made to Order” item in the same purchase.


What is your returns policy?

We want to make sure you get what you need to spark your creative inspiration. So if you need to return an item/s because you’ve changed your mind or aren’t satisfied, here’s how to do it:

  1. Make sure products meet this criteria: Items can only be returned within 30 days of the delivery date with proof of purchase. You can’t return sale items, special orders, items that have been installed, modified or missing components. If possible, please return unwanted product in their original sealed packaging.
  2. Complete the Returns Form: Once you’ve filled out this form, you’ll get access to our returns address. 
  3. Pack your items carefully: Our products are delicate, so pack them appropriately to ensure they’re returned in one piece (and not bouncing around in their box). If they arrive broken, unfortunately they won’t be refunded.
  4. Keep tracking info handy: Hold onto those digits as we’re not responsible for any lost packages! 

Once a refund is approved, you’ll get an email letting you know (be sure to check your spam folder), and allow approximately 3 weeks for processing. 

Should you decide to return any items after 28 days from the date of receiving your order, kindly note that you will be responsible for arranging the shipment and covering any associated postage fees for the return. Regrettably, we are unable to facilitate returns or accept any items beyond the 28-day window. Learn more here.

A note on faulty items: If your item is faulty, please send clear photos of the item and how it’s faulty to us at hello@doup.com.au. But if you’ve broken a product trying to install it, we’re not responsible for replacing it (so take care).

A note on clearance items: Clearance items once purchased cannot be returned or exchanged.

Administration & reposting fee: A 5% administration and reposting fee will be charged on all returned parcels.

Shipping: A standard shipping fee of $9.95 or $15 (if sent via Express) will be deducted from the refunded amount.