FAQ

Three: Australia, the United Kingdom and the United States.

We do not ship anywhere else. If your country is not listed, email us before ordering and we will tell you whether we can help.

Nothing. Free on every order, to every country we ship to. No minimum spend.

Processing takes 1 to 3 business days after your payment clears. Delivery then takes 7 to 10 business days — the estimate shown at checkout.

It can run longer during peak periods or where customs delays occur. We would rather quote you a real range than a flattering one.

Our warehouse in Bangkok, Thailand. That is why delivery takes 7 to 10 business days rather than the two or three days a domestic warehouse would manage.

Possibly, depending on where you live and the value of your order. Import duties, VAT or GST are set by your own government, are not included in what you pay us, and are your responsibility as the importer. Your carrier will contact you if anything is owed.

Because the store is priced in AUD across all markets. Your bank converts at its own rate on the day, so the amount debited will differ slightly from the figure shown. If that matters to you, check the converted total at checkout before confirming.

A tracking number is emailed automatically when your order ships. If you have not had one within three business days of ordering, email us your order number.

If it has been more than 20 business days since dispatch, email contact@flashmarques.com with your order number. We open an enquiry with the carrier and resolve it with a replacement or a refund.

Orders with several items sometimes ship in more than one parcel with separate tracking numbers — check for a second dispatch email. If nothing turns up, email us your order number and say what is missing.

Only before it ships, which is a window of one to three business days. Email us with your order number and Cancellation request in the subject line. Once it has shipped you would return it under the policy below instead.

Three numbers decide it, and every product page opens with a Backset Calculator that asks you for them.

Backset — from the edge of the door to the centre of the round handle hole. Usually 60 mm, sometimes 70 mm.
Door thickness — measure the edge. Commonly 35 mm or 40 mm; check the lock's minimum.
Stile width — the vertical rail. Under about 96 mm and the body will not physically fit.

Open your door and look at the flat face. There is a round hole the handle passes through. The backset is the distance from the edge of the door to the centre of that hole. Measuring to the near edge instead of the centre is the single most common mistake, and it makes a 60 mm backset read as about 35 mm.

Backset first, centres second. 6085 is a 60 mm backset with 85 mm between the spindle and the cylinder. 4585 is a 45 mm backset — a European fitting that will not go on a standard hinged timber door.

Yes. Email contact@flashmarques.com a photo of your door edge with a tape measure across it and a photo of your existing lock. We will tell you which product and which option to order.

Contact us before returning it. In most cases we can send the correct mortise or latch rather than take the whole lock back, which is faster for you.

Yes — the hook-bolt options. A hook bolt swings out and grips the jamb, which is how a sliding door locks. A straight bolt has nothing to catch on.

Not currently. A security screen door has a very narrow stile and needs a dedicated lock. We would rather say no than sell you something that does not suit it.

No. Nothing in our range is certified for fire doors or required exit doors. Both are governed by specific standards and need certified hardware.

It depends on the model. Locks with Wi-Fi built in do it out of the box. Bluetooth models reach only a few metres and need a gateway plugged in near the door — sold separately. Every product page states which you are buying.

A small plug-in box that bridges the lock's Bluetooth to your home Wi-Fi. You need one only for remote unlocking, remote code creation or voice control on a Bluetooth model.

No. Our range runs on TTLock and Tuya, which support Amazon Alexa and Google Assistant through a gateway. There is no Apple Home or Matter support, and we would rather you knew now than after delivery.

Yes, and it is one of the better reasons to own a smart lock. Codes can be permanent, one-time, or valid only between set dates and hours. You issue and revoke them from the app without touching the lock or changing anyone else's code.

Two ways in. Every lock ships with mechanical keys — keep one somewhere sensible that is not inside the house. And most models have a USB emergency port on the outside: touch a phone power bank to it and the keypad wakes up.

Around twelve months of normal household use on the models that publish a figure. Heavy traffic, cold weather and a constant Wi-Fi connection all shorten it. The lock warns you well before they go.

Only the models rated IP66, and their pages say so clearly. The rest carry no published weather rating and belong under an eave, a porch or a roof. A smart lock is a circuit board in a metal case — this is not a detail to guess at.

Usually, if you are replacing a like-for-like lock and the existing hole matches the backset. A drill, a screwdriver and the supplied template will do it. If you are cutting a fresh hole or changing mortise size, get a locksmith.

Not as a bookable service. Send us your postcode and we will point you to a locksmith in your area who does this work regularly.

Neither. Every lock we sell is handed reversible, so one product fits a door hung either way.

Yes, within 14 days from delivery, in every country we ship to. The lock must be unused, undamaged, in its original packaging with all accessories, cards, keys and instructions, and you must quote your order number.

Change-of-mind return postage is paid by the customer.

They depend on where you live, and where the law gives you more than our 14-day policy, the law wins.

The full detail is in our refund policy.

Email contact@flashmarques.com with your order number and the reason. We send the return address and packing instructions — do not ship anything before you have them. You then have 14 days to send it, we inspect within 3 to 5 business days, and refund to the original payment method: within 14 days for a UK cancellation, 10 business days otherwise.

We do. Return postage on a faulty, damaged, wrong or misdescribed item is paid by us — that is your right, not a concession. Email us your order number, a description and a photo or short video before shipping anything back.

12 months from delivery on every lock, in addition to your statutory rights, never instead of them.

Not as a swap. An accepted return is refunded and you place a new order for what you want.