FAQ

Most orders arrive within 4–10 business days from the date your order is placed, including packing and dispatch time. Delivery time may vary depending on your location. Once your order is dispatched, you’ll receive an email with your tracking number(s).

Orders are typically packed and dispatched within 2–4 business days, excluding weekends and public holidays. Some items may ship from different locations and arrive separately; you’ll receive separate dispatch and tracking emails if this occurs.

Note: Express shipping reduces transit time only; packing and dispatch times remain the same.

Once an order is placed, we cannot amend or cancel it. This ensures orders are packed efficiently and errors are minimised. If you no longer require an item, please refer to our Returns section.

Please double-check your delivery details before completing payment. If you notice an error immediately after placing your order, contact us as soon as possible. Once an order is dispatched, we may be unable to redirect it. If the parcel is sent to the wrong address, it is the customer’s responsibility to retrieve it.

If your delivery is missed, parcels may be held by the carrier for a limited time before being returned to us. Please follow tracking details and follow carrier instructions to arrange collection or redelivery where required. If a parcel is returned to us due to missed delivery or incorrect details, we must wait for it to arrive before reshipping. Additional shipping costs may apply.

Check around your delivery address, with neighbours or building management, or anyone who may have accepted the parcel. If you still cannot locate it, contact our team for assistance.

Some courier tracking links may stop updating or expire after delivery. Contact our team if you are unsure of your parcel’s status.

If an item becomes unavailable after purchase, we’ll contact you within 2 business days to offer a revised supply date (backorder), a suitable alternative, or a refund for the unavailable item.

Backorder items are temporarily out of stock but can be purchased to secure your allocation. Estimated arrival dates are shown on product pages.

Yes. In-stock items are dispatched first, with backordered items sent separately once available. You’ll receive separate dispatch and tracking emails for each shipment.

No — you can check out as a guest. Creating an account lets you save your details for faster checkout in the future.

Enter your code in the “Discount Code” field at checkout and click Apply before completing your order. Discount codes cannot be applied retrospectively.

Treat gift cards like cash; they cannot be replaced if lost or stolen. Gift cards cannot be redeemed for cash. Returned items purchased with a gift card will be refunded as a new gift card. Gift cards expire 3 years from the date of issue.

Eligible items can be returned within 30 days of delivery, provided they are unused, uninstalled, and in original packaging. Please refer to our Returns Policy for full details.

Please contact aftercare@loandcointeriors.com.au within 7 days with your order number, a photo (if applicable), and a brief description. Our Aftercare team will review and resolve the issue promptly.

Requirements vary by product. Cabinet handles and knobs include 25 mm and 40 mm screws for most standard cabinetry. Entry hardware (levers, passage sets, pulls) has specific thickness requirements listed on each product page. For non-standard applications, longer screws may be required and can be sourced locally.

Our hardware is primarily designed for standard timber doors. For steel or unusually heavy doors, consult your installer or choose hardware designed for that application.

CTC measurements are listed on product pages where applicable. We recommend waiting until your hardware arrives before pre-drilling. Go to the Specifications tab on the product pages for detailed info.

All required screws are included. Unless otherwise specified, screws are stainless steel.

We don’t typically stock spare parts for individual components. If you believe something is missing or faulty, please contact our Aftercare team at aftercare@loandcointeriors.com.au.

Check the Technical Specifications located under the Specifications tab on the product page for a list of included items. If something appears incorrect, email a photo to aftercare@loandcointeriors.com.au and we’ll help identify the issue.

Yes — we offer a dedicated Trade Program for designers, architects, builders and developers. You can apply via our Trade page.

Selected 3D files are available for designers on Archiproducts.

Technical drawings are listed under the Specifications tab on product pages. Contact our team for additional information.

Shipments may require additional information for customs clearance. Respond promptly to any courier requests to avoid delays, returns, or extra charges. Contact our team if unsure.

All duties and taxes for international orders are included in the pricing, with the exception of any local import duties and taxes applicable in your country, which remain the customer's responsibility.

We offer a 5-year warranty against structural defects. Please note, damage from improper installation is not covered, powder coating or third-party finishing voids the warranty and finishes are not covered for patina or wear caused by environmental exposure.

Full details are available in our Lo & Co Warranty.