Frequently Asked Questions
Scroll through below to find answers to common questions.
If you still require assistance please contact us.
Our products are now available to purchase online, through our new online store. Otherwise, you can contact your local Stefano Orlati office from our Contact page to place an order or find your nearest distributor. If you would like to be notified of our latest product releases, make sure to sign up for our email newsletters at the bottom of this page.
Our Terms and Conditions, Warranty, Safety, Compliance and Sustainability information can all be found in the About Us pages, or by following the links at the bottom of our website.
All product concerns can be submitted through the enquiry form on our Contact page or by emailing a completed copy of the Stefano Orlati Product Claims Form to #EM#73756765656b692a677b666a78644e7b7965676064796364367a7576#EM#. Please be sure to add any images or videos that will help us address your issue. Alternatively, contact your Technical Sales Representative for assistance.
All product information, including MSDS sheets, CAD and technical drawings, safety data and instruction manuals, is available in the product section of our website.
Businesses can create a trade account to become a Stefano Orlati Trade customer and access trade pricing, specials and online account information. If you are an existing Stefano Orlati account customer, simply contact your Technical Sales Representative and you will be provided with access to your online account within 7 business days. If you are not an existing trade customer, you can apply for a trade account simply by clicking Request Trade Account on the website and completing the easy online application form.
Trade Account applications can take up to three business days to be confirmed. Once your application is approved, you will be able to purchase products at trade pricing by placing an order through our online store or any Stefano Orlati office. You will be sent an activation email for your online account and be able to take advantage of our easy online ordering system. Your Technical Sales Representative will be in touch to discuss credit limits.
Sales and clearance items are displayed on the Clearance section of our website, only viewable to those with an activated online account. To receive advanced notice of our promotions, sign up for our email newsletters at the bottom of this page.
Contact your Technical Sales Representative or email us at #EM#73756765656b692a677b666a78644e7b7965676064796364367a7576#EM# to request your copy.
Yes, anyone can purchase products via the Stefano Orlati online store through our guest checkout.
All existing Stefano Orlati trade customers can contact their Technical Sales Representative for login details to activate their online Trade Account. Once you've spoken to your rep and confirmed your email address, you will receive an email to activate your account within two business days.
If you have forgotten your password but know your customer number, you can simply follow the ‘Forgot Password’ link from the ‘Log In’ button at the top of the page. If you don’t know your customer number or are still having difficulties accessing your account, send us a message via the email form on our Contact page and we will resend your account details to the email address provided. Alternatively, you can call us direct to speak to one of our Customer Service team.
Yes, a range of product videos are available on under Brochures & Downloads > Videos.
All stocked metro deliveries placed before 1pm will be delivered next day. Stocked orders placed after 2pm will be guaranteed delivery in two business days. Regional areas may vary. Contact your Stefano Orlati office for more information. Full details of our delivery and returns policy can be found by following the link at the bottom of our website.
We do not provide recommendations, but to ensure you receive quality hardware, specify Stefano Orlati to your builder.
Made to Measure products, including LED Lighting, can be ordered via our downloadable order forms. To view samples, contact your Technical Sales Representative.
Back order products can still be added to your online cart. Logged in trade customers can order their desired quantity of back order products without pre-payment and will be contacted by a Stefano Orlati representative within one business day to advise lead time. Customers using our guest checkout are required to pre-pay back order products at time of purchase, and will be contacted within one business day to advise lead time. Should you wish to cancel the back order products at this time, you will be credited back the cost of these products.
If you are experiencing any difficulties with our online checkout process, contact your local Stefano Orlati office.
The minimum order quantity is the lowest quantity you can add to your shopping cart for that product. Pricing is based on unit of measure, but products may only be ordered in multiples of the minimum order quantity. For example, edgebanding is priced per metre, but has a minimum order quantity of 100m, so you must enter a quantity of either 100, 200, 300, etc.
At this stage, only products featured in our Technical Catalogue have been added to the online shop. If you would like to order a product that isn't available online, you can still do so by speaking to your local branch, and you can submit a request for that product to be added online by speaking to your Technical Sales Representative.
Error messages can sometimes occur when you try to proceed with an order without enough credit, or if your delivery or billing address is formatted incorrectly. If you receive an error message at checkout, try re-entering your address by clicking 'Add New'. If you are still having difficulties, contact your local customer service team.
All product information, including MSDS, technical data sheets, and instruction manuals, can be found in the Downloads section of our website. Product information can also be found in our Complete Technical Catalogue and in the individual catalogue sections available on our Brochures page.