Here's the answers to our most commonly asked questions about our doormats. If you don't find what you're looking for here, be sure to contact us at hello@doormates.com.au - we're here to help! 

How do I order a gift for someone?                                                                                Our Door Mates are a great gift idea. If you would like us to include a personalised message with the mat, please let us know your order number and the personalised message via email to hello@doormates.com.au

If you have a special occasion and you need your doormat delivered by a certain date, please contact us and we'll see what we can do. 

Can't decide which mat to get for your mates? We have Gift Vouchers, available here!

How will I know that you have received my order?
After you complete the checkout process, a receipt will appear on your screen detailing your final order including lead times, shipping charges, your billing address, and the items that are being sent to your shipping address. Please keep this receipt for your reference. You will also receive confirmation via email that we have received your order. (Please be sure to enter your e-mail address correctly on the order form so that we can be sure to deliver your confirmation to you.) 

What are the turnaround times?
Delivery times vary based on the design you order. We stock many of our standard designs in both the painted and embossed finish. Lead times are displayed on the product page of each mat and in the order confirmation email sent following your purchase.

In-stock mats will dispatch within 1-2 weeks from the date of purchase.

Custom Embossed mats require a 4-6 week production.

All Everlast mats are made to order and require approx. 6-8 weeks production.

Lead times can extend during busy periods, or depending on material availability. The turnaround can also extend based on delivery location; metro deliveries are quicker than rural deliveries. 

If your order includes multiple items with different lead times, we typically hold the order and dispatch it once all items are ready so it arrives as a complete delivery. If you would prefer a split delivery due to varying lead times, we’re more than happy to arrange this at your request.

What are the shipping costs?
Shipping and handling costs start from $20. This amount may vary dependent on weight or location of shipping address. The shipping amount will be shown at the checkout, before you complete your order. 

How do I track my delivery?
When your new mate is on the way, you will receive an email with delivery updates to the email provided on checkout. These are automated delivery updates. Please email us if you have any concerns or questions around delivery of your order and we will be happy to follow up for you.

Please note that Door Mates is not responsible, nor in control of shipment delays, or lost parcels, once the item is in the hands of the courier. 

Where will my doormat be kept if no one is home?
If no one is home to claim the package, don't stress! Your package will be left in a safe place at your shipping address.  Please note, if a failed delivery occurs, we will reach out via email to the email provided on checkout.  If no response is received, your goods will be sent back to our warehouse where we will refund you the cost of the items you purchased only.  Shipping fees cannot be refunded for failed delivery attempts. 

Can I customise my doormat more?
You will find that certain custom doormats have a word or date that's not your cup of tea. We may be able to tweak the design slightly, so if you wish to customise your doormat even more, contact us at hello@doormates.com.au and we will see what we can do to create the mat of your dreams! 

What if I'm not satisfied with my doormat?
Then we would love to know. Please email us at hello@doormates.com.au and we will see what we can do to resolve the issue.

Why can't I use more than one discount code at a time?
You can only use one discount code per order, as discount codes cannot be used in conjunction with any other offer.