FREQUENTLY ASKED QUESTIONS

 

 

 

FREQUENTLY ASKED QUESTIONS

 

 

 

FREQUENTLY ASKED QUESTIONS

 

 

FREQUENTLY ASKED

QUESTIONS

  • PAYMENT METHODS
  • SHIPPING
  • RETURNS & EXCHANGES
  • SIZE GUIDE
  • CONTACT US

PAYMENT METHODS

Which Payment methods do you accept?

 

LEO & LIN accepts the following forms of payment for online purchases:

- Visa

- Mastercard

- Poli Payments

- AfterPay

Will I be charged sales tax?

 

Prices are displayed on leoandlin.com in Australian Dollars (AUD) and are inclusive of GST.

AfterPay

 

AfterPay allows you to pay for your purchase over 4 instalments due every 2 weeks. In some cases, AfterPay may require you to make a payment at the time of purchase.

To use AfterPay, you have to meet following requirements:

- Live in Australia

- Be over 18 years of age

- Have a credit/debit card

 

The Fine Print

- The payment arrangement is made with AfterPay, not Leo & Lin

- AfterPay approve/decline payments made at the time of order

- First time AfterPay customers will be charged their first payment at the time of purchase

- Existing AfterPay customers will be charged their first payment 14 days from the initial date of purchase

- The full payment schedule will be provided to you by AfterPay at the time of purchase

- If you fail to make a payment AfterPay will charge you a late payment fee of $10 and an incremental $7 late fee for each week the order is overdue

- Any refunds for purchases made via AfterPay will come directly from AfterPay, not Leo & Lin

 

I still have questions about AfterPay

If you have any queries regarding your AfterPay payments or account, please don’t hesitate to contact AfterPay on 1300 100 729 or at info@afterpay.com

 

You can also visit https://www.afterpay.com.au/terms/ for afterPay's full terms and conditions of use.

POLi Payments

 

POLi is the online payment option that allows you to use your internet banking to securely pay for goods and services.

 

Purchase limit is $2000

 

You can only use POLi Payments if you are with the following banks:

- Australia and New Zealand Banking Group (ANZ)

- Bank Australia

- Bank of Melbourne

- Bank of Queensland

- Bank SA

- Bank of Western Australia

- Bendigo Bank

- Adelaide Bank

- Commonwealth Bank

- IMB Bank

- Macquarie Bank

- NAB

- St. George Bank

- Suncorp Bank

- Westpac

SHIPPING & DELIVERY

PLACE YOUR ORDER

RECEIVE YOUR CONFIRMATION

TRACK YOUR ORDER

RECEIVE YOUR ORDER

PLACE YOUR ORDER

RECEIVE YOUR CONFIRMATION

TRACK YOUR ORDER

RECEIVE YOUR ORDER

Shipping costs and delivery times

 

All delivery times are approximate.

 

Australia

We offer free express shipping on all orders over $500. All orders will be delivered by Australia Post.

On orders under $500, we offer a flat rate of:

- Standard shipping, 3-5 business days / Rural 5 - 10 business days: $15

- Express shipping,1-3 business days / Rural 3-5 business days: $25

We are currently not offering same-day delivery

 

International

We offer free standard shipping on all orders over $700. All orders will be shipped with Australia Post.

On orders under $700, the shipping cost will be calculated at checkout for your shipping location.

Delivery times are estimated between 4 - 14 working days depending on your location.

Processing times

 

Orders placed before 12pm AEST Monday – Friday will be shipped the same day.

Orders will be delivered between 8am – 6pm Monday to Friday. Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.

Changing or cancelling an order

 

If you need to change or cancel your order please contact our team straight away. Unfortunately we can not make any changes or cancel your order after it has been shipped.

Duties & taxes

 

All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.

Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs.

LEO & LIN reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.

Can I ship to a PO.Box?

 

Purchases may not be shipped to P.O. boxes.

Is a signature required upon delivery of my order?

 

For security reasons, all LEO & LIN online purchases require a signature upon delivery. All orders are shipped with Australia Post.

Delays & issues with delivery?

 

In the unlikely event that your purchase arrives damaged or if it is inconsistent with your order, please contact our customer services team via email to customersevice@leoandlin.com within 2 business days of receiving your order.

Please note that we are not responsible for Australia Post’s delivery schedule, nor are we responsible for any items that are delayed/lost in transit.

If there are delivery issues we will do what we can to help you get your order ASAP however LEO & LIN are not responsible for the delivery once the order is dispatched from our warehouse.

Should you experience delays or issues with your delivery, we recommend you get in touch with Australia Post on 13 76 78 and quote your unique tracking number.

It is your responsibility to ensure that all address details provided are correct. We cannot accept responsibility for deliveries that are delayed or lost due to an incorrect address being provided.

Missed or returned deliveries?

 

All orders returned to sender due to an incorrect address or not being claimed at the local or international destination will be refunded and the stock returned to our system. Customers may be charged the outstanding customs and freight fees.

Missed or returned deliveries cannot be re-dispatched; you must place a new order.

Tracking your order

 

LEO & LIN will send you a shipping confirmation as soon as your purchase has been shipped, which will allow you to track your order's status and the progress of your delivery.

Gift wrapping & message

 

All orders from LEO & LIN come in our signature Ms. Moonlight gift wrapping. If you wish to include a personal note or if your order is a gift to someone, please contact us on customerservice@leoandlin.com immediately after placing your order, please provide your order number as reference.

RETURNS & EXCHANGES

CONTACT LEO & LIN TO REQUEST A RETURN

FILL OUT THE RETURNS FORM

PACK YOUR ITEMS & RETURNS FORM

DROP PARCEL AT YOUR LOCAL POST OFFICE

CONTACT LEO & LIN TO RECEIVE RETURN LABEL

FILL OUT THE RETURNS FORM

PACK YOUR ITEMS & RETURNS FORM

DROP PARCEL AT YOUR LOCAL POST OFFICE

At LEO & LIN, we pride ourselves on maintaining the highest level of customer satisfaction. As a valued LEO & LIN customer, we will ensure that your buying experience is both pleasant and memorable.

 

What is your return policy?

 

We offer a return service within 14 days of delivery or collection.

 

FAULTY PRODUCTS:

LEO & LIN will offer a refund or store credit on any full price item purchased from LEO & LIN if the garment:

- Has a genuine manufacturing fault; and/or,

- It does not correspond with descriptions given to you.

Please note any refund for a faulty garment must be credited to the original card or account used at the time of purchasing the garment.

A faulty item claim must be made within a reasonable time of receiving the goods.

CHANGE OF MIND:

LEO & LIN will offer a refund or store credit on full price items for change of mind if:

- The garment has not been worn, altered and/or washed and is in pristine condition so that it can be re-sold.

- The garment has not been damaged whilst in the customer's possession or during delivery.

- The customer has proof of the garment purchase.

- The original labels and security tags are attached to the garment.

Note: ‘damage’ may include the presence of any fake tan, makeup or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other products and odours on the garment.

WRONG SIZE:

LEO & LIN offer a refund, store credit or exchange to another size for incorrect sizing on full price items if:

- The garment has not been worn, altered and/or washed and is in pristine condition so that it can be re-sold.

- The garment has not been damaged whilst in the customer's possession or during delivery.

- The customer has proof of the garment purchase.

- The original labels and security tags are attached to the garment.

Note: ‘damage’ may include the presence of any fake tan, makeup or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other products and odours on the garment.

It is important to note that we only offer size exchanges. If you wish to exchange your item for a different product, you should simply return it and purchase the new item separately.

LEO & LIN customers are protected under the Australian Consumer Law consumer guarantees.

Can I return a sale item?

 

Sales items are final and not eligible for exchange or return unless faulty issues. Items bought during a promotional sale using a discount code are eligible for a refund, store credit or size exchange.

Can I return a Gift Card?

 

Gift Cards may not be returned and are valid for 3 years from the date of issue.

How do I return an item?

 

Easy-to-follow return instructions are included with each shipment as follows:

1. Contact customerservice@leoandlin.com to request a return and shipping information.

2. Ensure the item(s) are in original, unworn condition, and have the LEO & LIN return tag(s) intact.

3. Complete the return section on the Returns Form, and enclose it with the item(s).

4. Pack your item and the returns form into an appropriate post package

5. Bring the parcel to your local post office and send it to back to LEO & LIN. Please provide us with the tracking number details by emailing customerservice@leoandlin.com

Any returned items are the buyers responsibility until we receive them. We are not responsible for any returned items that are lost in transit. We recommend that you secure tracking and/or insurance for the items you are returning and keep proof of postage.

All return postage costs are at your expense, unless the item arrives not as ordered, damaged or is deemed faulty.

Are delivery charges refundable?

 

Original shipping charges incurred at the time of purchase are non-refundable.

How long does it take for a refund to be issued?

 

Refunds will be l processed within 7-10 business days of receipt. Refunds may only be issued in the same form as was utilised for payment. Please note that once a refund is processed by LEO & LIN, it may take 5-10 working days for the funds to be available in your account. Please note the original shipping charges incurred at the time of purchase are non-refundable.

A refund for store credits will be processed within 7-10 business days of receipt. An email with your credit amount and code will be sent to you via email.

How do I exchange an item?

 

In order to exchange an item, return the original item using the return instructions provided in your shipment. You can either return an item for a refund or provide us with the size you would like to exchange to on your returns form and we will send you your new item(s). If you would like to exchange size, LEO & LIN will not cover the shipping cost for your parcel to be delivered.

Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfil your order.

WOMENS READY-TO-WEAR

Measurement Size Chart (cm)

Conversion Chart

CONTACT US

 

At LEO & LIN, we value your feedback. Our friendly LEO & LIN representatives will endeavour to return your enquiry within 24 hours.

Email

 

Online customer service questions and queries: customerservice@leoandlin.com

Business enquiries: zedd.luk@leoandlin.com

Wholesale enquiries: marcela.fd@leoandlin.com

PR enquiries: pr@leoandlin.com

Live Chat

 

Chat with a LEO & LIN associate Monday to Friday between 9.00am - 5.00pm (AEST)

Address

 

LEO & LIN Pty Ltd

A2.2, 15 - 21 Doody Street

Alexandria

NSW, 2015, Australia

PAYMENT METHODS

PAYMENT METHODS

Which Payment methods do you accept?

 

LEO & LIN accepts the following forms of payment for online purchases:

- Visa

- Mastercard

- Poli Payments

- AfterPay

Will I be charged sales tax?

 

Prices are displayed on leoandlin.com in Australian Dollars (AUD) and are inclusive of GST.

AfterPay

 

AfterPay allows you to pay for your purchase over 4 instalments due every 2 weeks. In some cases, AfterPay may require you to make a payment at the time of purchase.

To use AfterPay, you have to meet following requirements:

- Live in Australia

- Be over 18 years of age

- Have a credit/debit card

 

The Fine Print

- The payment arrangement is made with AfterPay, not Leo & Lin

- AfterPay approve/decline payments made at the time of order

- First time AfterPay customers will be charged their first payment at the time of purchase

- Existing AfterPay customers will be charged their first payment 14 days from the initial date of purchase

- The full payment schedule will be provided to you by AfterPay at the time of purchase

- If you fail to make a payment AfterPay will charge you a late payment fee of $10 and an incremental $7 late fee for each week the order is overdue

- Any refunds for purchases made via AfterPay will come directly from AfterPay, not Leo & Lin

 

I still have questions about AfterPay

If you have any queries regarding your AfterPay payments or account, please don’t hesitate to contact AfterPay on 1300 100 729 or at info@afterpay.com

 

You can also visit https://www.afterpay.com.au/terms/ for afterPay's full terms and conditions of use.

POLi Payments

 

POLi is the online payment option that allows you to use your internet banking to securely pay for goods and services.

 

Purchase limit is $2000

 

You can only use POLi Payments if you are with the following banks:

- Australia and New Zealand Banking Group (ANZ)

- Bank Australia

- Bank of Melbourne

- Bank of Queensland

- Bank SA

- Bank of Western Australia

- Bendigo Bank

- Adelaide Bank

- Commonwealth Bank

- IMB Bank

- Macquarie Bank

- NAB

- St. George Bank

- Suncorp Bank

- Westpac

SHIPPING & DELIVERY

SHIPPING & DELIVERY

PLACE YOUR ORDER

RECEIVE YOUR CONFIRMATION

TRACK YOUR ORDER

RECEIVE YOUR ORDER

Shipping costs and delivery times

 

All delivery times are approximate.

 

Australia

We offer free express shipping on all orders over $500. All orders will be delivered by Australia Post.

On orders under $500, we offer a flat rate of:

- Standard shipping, 3-5 business days / Rural 5 - 10 business days: $15

- Express shipping,1-3 business days / Rural 3-5 business days: $25

We are currently not offering same-day delivery

 

International

We offer free standard shipping on all orders over $700. All orders will be shipped with Australia Post.

On orders under $700, the shipping cost will be calculated at checkout for your shipping location.

Delivery times are estimated between 4 - 14 working days depending on your location.

Processing times

 

Orders placed before 12pm AEST Monday – Friday will be shipped the same day.

Orders will be delivered between 8am – 6pm Monday to Friday. Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.

Changing or cancelling an order

 

If you need to change or cancel your order please contact our team straight away. Unfortunately we can not make any changes or cancel your order after it has been shipped.

Duties & taxes

 

All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.

Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs.

LEO & LIN reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.

Can I ship to a PO.Box?

 

Purchases may not be shipped to P.O. boxes.

Is a signature required upon delivery of my order?

 

For security reasons, all LEO & LIN online purchases require a signature upon delivery. All orders are shipped with Australia Post.

Delays & issues with delivery?

 

In the unlikely event that your purchase arrives damaged or if it is inconsistent with your order, please contact our customer services team via email to customersevice@leoandlin.com within 2 business days of receiving your order.

Please note that we are not responsible for Australia Post’s delivery schedule, nor are we responsible for any items that are delayed/lost in transit.

If there are delivery issues we will do what we can to help you get your order as soon as possible, however, LEO & LIN are not responsible for the delivery once the order is dispatched from our warehouse.

Should you experience delays or issues with your delivery, we recommend you get in touch with Australia Post on 13 76 78 and quote your unique tracking number.

It is your responsibility to ensure that all address details provided are correct. We cannot accept responsibility for deliveries that are delayed or lost due to an incorrect address being provided.

Missed or returned deliveries?

 

All orders returned to sender due to an incorrect address or not being claimed at the local or international destination will be refunded and the stock returned to our system. Customers may be charged the outstanding customs and freight fees.

Missed or returned deliveries cannot be re-dispatched; you must place a new order.

Tracking your order

 

LEO & LIN will send you a shipping confirmation as soon as your purchase has been shipped, which will allow you to track your order's status and the progress of your delivery.

Gift wrapping & message

 

All orders from LEO & LIN come in our signature Ms. Moonlight gift wrapping. If you wish to include a personal note or if your order is a gift to someone, please contact us on customerservice@leoandlin.com immediately after placing your order, please provide your order number as reference.

RETURNS & EXCHANGES

RETURNS & EXCHANGES

CONTACT LEO & LIN TO REQUEST A RETURN

FILL OUT THE RETURNS FORM

PACK YOUR ITEMS & RETURNS FORM

DROP PARCEL AT YOUR LOCAL POST OFFICE

At LEO & LIN, we pride ourselves on maintaining the highest level of customer satisfaction. As a valued LEO & LIN customer, we will ensure that your buying experience is both pleasant and memorable.

What is your return policy?

 

We offer a return service within 14 days of delivery or collection.

 

FAULTY PRODUCTS:

LEO & LIN will offer a refund or store credit on any full price item purchased from LEO & LIN if the garment:

- Has a genuine manufacturing fault; and/or,

- It does not correspond with descriptions given to you.

Please note any refund for a faulty garment must be credited to the original card or account used at the time of purchasing the garment.

A faulty item claim must be made within a reasonable time of receiving the goods.

CHANGE OF MIND:

LEO & LIN will offer a refund or store credit on full price items for change of mind if:

- The garment has not been worn, altered and/or washed and is in pristine condition so that it can be re-sold.

- The garment has not been damaged whilst in the customer's possession or during delivery.

- The customer has proof of the garment purchase.

- The original labels and security tags are attached to the garment.

Note: ‘damage’ may include the presence of any fake tan, makeup or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other products and odours on the garment.

WRONG SIZE:

LEO & LIN offer a refund, store credit or exchange to another size for incorrect sizing on full price items if:

- The garment has not been worn, altered and/or washed and is in pristine condition so that it can be re-sold.

- The garment has not been damaged whilst in the customer's possession or during delivery.

- The customer has proof of the garment purchase.

- The original labels and security tags are attached to the garment.

Note: ‘damage’ may include the presence of any fake tan, makeup or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other products and odours on the garment.

It is important to note that we only offer size exchanges. If you wish to exchange your item for a different product, you should simply return it and purchase the new item separately.

LEO & LIN customers are protected under the Australian Consumer Law consumer guarantees.

Can I return a sale item?

 

Sales items are final and not eligible for exchange or return unless faulty issues. Items bought during a promotional sale using a discount code are eligible for a refund, store credit or size exchange.

How do I return an item?

Easy-to-follow return instructions are included with each shipment as follows:

1. Contact customerservice@leoandlin.com to request a return and shipping information.

2. Ensure the item(s) are in original, unworn condition, and have the LEO & LIN return tag(s) intact.

3. Complete the return section on the Returns Form, and enclose it with the item(s).

4. Pack your item and the returns form into an appropriate post package

5. Bring the parcel to your local post office and send it to back to LEO & LIN. Please provide us with the tracking number details by emailing customerservice@leoandlin.com

Any returned items are the buyers responsibility until we receive them. We are not responsible for any returned items that are lost in transit. We recommend that you secure tracking and/or insurance for the items you are returning and keep proof of postage.

All return postage costs are at your expense, unless the item arrives not as ordered, damaged or is deemed faulty.

Are delivery charges refundable?

 

Original shipping charges incurred at the time of purchase are non-refundable.

How long does it take for a refund to be issued?

 

Refunds will be l processed within 7-10 business days of receipt. Refunds may only be issued in the same form as was utilised for payment. Please note that once a refund is processed by LEO & LIN, it may take 5-10 working days for the funds to be available in your account. Please note the original shipping charges incurred at the time of purchase are non-refundable.

A refund for store credits will be processed within 7-10 business days of receipt. An email with your credit amount and code will be sent to you via email.

How do I exchange an item?

 

In order to exchange an item, return the original item using the return instructions provided in your shipment. You can either return an item for a refund or provide us with the size you would like to exchange to on your returns form and we will send you your new item(s). If you would like to exchange size, LEO & LIN will not cover the shipping cost for your parcel to be delivered.

Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfil your order.

Can I return a Gift Card?

 

Gift Cards may not be returned and are valid for 3 years from the date of issue.

SIZE GUIDE

WOMENS READY-TO-WEAR

Measurement Size Chart (cm)

Conversion Chart

CONTACT US

CONTACT US

 

At LEO & LIN, we value your feedback. Our friendly LEO & LIN representatives will endeavour to return your enquiry within 24 hours.

Email

 

Online customer service questions and queries: customerservice@leoandlin.com

Business enquiries: zedd.luk@leoandlin.com

Wholesale enquiries: marcela.fd@leoandlin.com

PR enquiries: pr@leoandlin.com

Live Chat

 

Chat with a LEO & LIN associate Monday to Friday between 9.00am - 5.00pm (AEST)

Address

 

LEO & LIN Pty Ltd

A2.2, 15 - 21 Doody Street

Alexandria

NSW, 2015, Australia