General

Afterpay, PayPal, and credit or debit card via Stripe. We accept Mastercard, Visa, American Express, Discover Network, and Diners Club International. Pay how you want.

Not right now. But when we do, you’ll hear about it first.

Pre-orders aren’t available, but you can jump on the waitlist and we’ll email you if stock comes back. Heads up,  sale items don’t get restocked. Once they’re gone, they’re gone.

Yes,  subject to stock. Tell us what you’re after and we’ll figure it out together.

All measurements have a tolerance of 2 to 3mm. Decorative pieces may vary slightly — that’s the nature of handmade. For architectural hardware, refer to the specification sheets.

Everywhere. Australian orders are shipped via a range of couriers depending on your location and order type.

US customers — heads up, additional shipping fees may apply to your order. We’ll be upfront about any extra costs before you commit.

Payments & Shipping

Here’s the short version:

  • Free shipping on Australian orders over AUD $150
  • AUD $9.95 flat rate for Standard Australian shipping
  • AUD $15.95 for Express Australian shipping
  • AUD $20.00 for international standard shipping

    Shipping is calculated at checkout. US customers — additional fees may apply on top of the standard international rate and will be confirmed before you commit.

Essential Range

In-stock items are ready to go. Here’s what to expect once your order is placed:

  • Standard Australian shipping: 3 to 5 business days
  • Express Australian shipping: 1 to 2 business days
  • International: 7 to 14 business days (in line with Australia Post standard timeframes)

Made to Order items are a different story. Estimated timeframes are clearly listed on the product page and confirmed at checkout — check before you buy so there are no surprises.

Smart Handles

Most Smart Range orders are out the door within 2 to 3 business days. Some Moorgen products are made to order — timeframes are clearly marked on the product page so you know exactly what you’re in for before you buy.

Once dispatched:

  • Standard Australian shipping: 5 to 10 business days
  • International: 7 to 10 business days

Delays can happen — we can’t predict everything, but we’ll always keep you in the loop.

A few things can cause a split shipment. You may have ordered a mix of in-stock and Made to Order items, or a combination of Essential and Smart Range products which ship from different warehouses. Either way, each parcel comes with its own tracking number and both are on their way. If your order is being split our team will be in touch to keep you across it and make sure you have everything you need.

You’ll get a confirmation email with tracking details as soon as it ships. Keep it handy.

If your order gets sent back to us, we’ll resend it. A resend fee applies to cover the return and new shipping.

Full details on our returns process, conditions, and fees are covered on our dedicated Returns page — it’s all there and worth a read before you send anything back.

The short version: Essential Range returns are accepted within 30 days for unused, uninstalled items in original packaging. For Smart Range products, faulty or damaged items must be reported within 48 hours of delivery. All other concerns should be raised within 7 days.

Head to our Returns page for everything you need to get started.

To view our returns policy please click here.

Getting Started

Some models do a full replacement. Others work with what’s already there. It depends on your door type, locking body, and thickness,  we’ll help you figure it out before you buy.

Fully automatic: access granted, door opens. Done. No lifting, no turning.

Semi-automatic: the lock releases electronically, but you may need to lift the handle to fully engage the mechanism. Still keyless, just slightly more hands-on.

Access & Security

Depends on the model. Options include:

  • Fingerprint
  • PIN code
  • Mobile app
  • RFID/key card
  • Facial recognition (select models)
  • Palm recognition (select models)
  • Physical key override

Semi-automatic: the lock releases electronically, but you may need to lift the handle to fully engage the mechanism. Still keyless, just slightly more hands-on.

Encrypted digital access plus physical locking hardware. Deadbolt reinforcement, tamper protection, and multi-layer access control depending on the model. It’s not just a fancy keypad.

Most models have built-in tamper detection. If something doesn’t look right, an alarm triggers and, depending on connectivity, you get a notification on your phone. Even from the other side of the world.

Beyond the obvious, no key to lose, copy, or forget — here’s what you actually get:

  • Mortice lock bodies and deadbolts for real physical strength (select models)
  • Instant phone alerts for door activity, failed attempts, or tampering
  • Built-in camera to see who’s there before you open up (select models)
  • Temporary or scheduled access for guests, cleaners, or trades — no spare key required
  • Full entry history so you always know who came and went
  • Auto-lock on close so you can’t accidentally leave the door unlocked
  • Emergency backup entry if the battery dies or the app’s unavailable
  • Remote management from anywhere via the app

Yes. Family, guests, cleaners, tenants, Airbnb stays just set access as permanent, temporary, or time-limited. Change it or revoke it any time. No locksmith required.

Very. Create and delete access codes between guests without touching the hardware. It’s the obvious move for anyone managing a rental property.

Most systems support it. One app, multiple locks, useful for larger homes, dual-entry properties, or commercial use.

Yes. Fingerprint and PIN access is intuitive for almost everyone, and backup options mean no one ever gets stuck. That’s the whole point.

Battery & Maintenance

You’ll get advance warning via the app and on the lock itself, sound alert or indicator light. If it fully dies, emergency power access or a key override keeps you moving.

Several months under normal residential use. Higher traffic or commercial use will need more frequent replacement,  plan accordingly.

Not much. Battery replacement when prompted, a quick sensor clean occasionally, and firmware updates when they’re available. That’s it.

Support

Email us at hello@doup.com.au or use the contact form on our website. We cover setup questions, troubleshooting, app issues, and anything else you need.

Compatibility & Installation

It’s the internal mechanism that does the actual locking. There are two options:

Series 50: Built for retrofit. Fits most existing Australian doors without major modification. The smart upgrade path.

6068 Mortice: Heavy-duty. Built-in deadbolt, stronger physical security, better for new builds or higher-security applications. Needs more door prep but delivers more.

Door thickness, material, and locking body type all need to align. Check our measurement guide before you order,  it’s straightforward and saves everyone time.

Yes. As long as the door meets the specs. Most people use them on main entry doors, but internal doors work too where relevant.

Correctly installed, no. Smart locks are designed to integrate cleanly and can be removed or replaced without structural damage if needed.

Yes, step-by-step guides and installation videos are available. Built for first-time installs, not just tradies.

Yes, we strongly recommend it. A smart handle isn’t a standard door fitting. Correct alignment, door prep, and mechanical setup all affect day-to-day operation and long-term reliability. An incorrect install can compromise security, void the warranty, and cause issues that aren’t covered by any claim.

DIY installation is supported, but only if completed in full accordance with the supplied installation guide. If you’re not confident at any step, stop and get a professional in. It’s not worth the risk on hardware at this level.

Manufacturing defects are covered under warranty. Installation-related issues are not. If a fault is found to be caused by incorrect installation, incompatible doors, product modification, or damage during the install process, the warranty does not apply and service or call-out fees may be incurred.

  • Door thickness is within the compatible range for your model
  • Door material is compatible (timber, aluminium, composite)
  • Existing locking body type is confirmed (Series 50 or 6068 mortice)
  • You have the correct tools and have read the full installation guide before starting

Get in touch and we can point you in the right direction. Using a qualified installer also means any installation-related issue is on them, not you.

Connectivity & App

Not for the basics. Fingerprint, PIN, and biometric access all work offline. Wi-Fi unlocks remote access, live monitoring, and app control. Nice to have, not required to get in.

PIN codes, physical key override, or emergency power access will always get you in. The app going down doesn’t mean you’re locked out.

Yes. Most models include a key override for emergencies. It’s there when you need it, invisible when you don’t.

Weather & Durability

Built for it. Sun, rain, humidity, dust, temperature swings, coastal salt air. Our smart locks are designed for real Australian outdoor performance, not just fair-weather use.

The Gate Series uses an aluminium locking body, naturally corrosion-resistant and specifically engineered for external gate installations. Key electronics are sealed against moisture ingress.

For coastal or high-salt environments, installing in a sheltered position where possible will extend the life of the hardware.

Essential FAQ's

We’ve got guides for everything:

  • How to Install a Wall Hook
  • How to Install Cabinet Knobs, Handles and Pulls
  • How to Install Cabinet Handles with New Screw Holes
  • How to Shorten Knobs, Pulls and Screws to Fit Perfectly

Still stuck? Get in touch and we’ll walk you through it.

Approximate, with a 2 to 3mm tolerance. Handmade pieces will have slight natural variation, that’s not a flaw, that’s the point.

Close, but not identical and that’s intentional. Wood grain varies from piece to piece depending on the timber. Stone carries its own natural veining, tone, and character that shifts across every slab. No two pieces are exactly alike. What you’re getting isn’t a copy of the photo, it’s the real thing, with all the variation that comes with it.

Not yet. Browse what we have and reach out if you’re not finding what you need, we’re always happy to help you figure it out.