Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the Leo & Sun family!
Here's what you need to know about getting your order:
Processing & Delivery
Once you've placed your order, our team will carefully package your items and ship them within 24-48 hours. To get your products to you as fast as possible, especially if your order contains different types of items, you might receive them in separate packages.
Your products will be sent via Australia Post, and you should safely receive them within 3-10 business days after dispatch.
As soon as your order ships, we'll send you a shipping confirmation email with a tracking number so you can follow its journey.
Delivery & Tracking
For your peace of mind, all orders are sent with signature required delivery. This ensures your package arrives safely. If you choose to give the delivery service "Authority to Leave" your package without a signature, please know that we can't be held responsible if it goes missing or is stolen.
Soléo Products
If your order includes a Soléo product, you're in for a treat! Each one is made with love in small batches in New Zealand. Because of this, Soléo items will be shipped separately from any other items in your order.
Shipping Timeframes
The shipping times we quote start from the date your order is dispatched.
Pre-orders: If a product has a pre-order date (you'll see it next to the product name in brackets), that's when it's scheduled to ship. Your delivery timeframe begins from that pre-order dispatch date.
In-stock items: If there's no date next to the product name, great news – it's ready to ship now!
How much do I pay for shipping?
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from Leo & Sun to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within 3-10 business days* from the day you place it.
*Please note: Although Australia Post quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
Yay, time to celebrate – your order is on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Soléo Shipping information:
Once crafted, your Soléo item will be shipped via NZ Post, and you'll receive a separate email confirmation as soon as it's on its way. Please note that Soléo items will come separately from any other items in your order.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although Australia Post quote us 3-7 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
All our products are shipped right here in Australia, out of our distribution centre. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.
Returns & Exchanges
Do you have a returns policy?
We get it, reading return policies isn't exactly thrilling, but it's important stuff! Please take a moment to read ours.
We're confident you'll love our products, which is why we offer a 100-day risk-free trial on most items. During this period, you're welcome to return them if they don't meet your expectations.
What's Eligible for Return?
To be eligible for a return:
Your return must be initiated and placed in the post within 100 days of receiving your order.
The item(s) were not marked "Final Sale" or "Non-Returnable" at the time of purchase (unless they are faulty, of course!).
The item(s) must be in their original packaging and original condition, including all attached tags. We'll ask you to send us a photo of your item before you ship it back so we can quickly assess its condition.
Any specific exclusions will always be clearly noted on product pages and/or at checkout.
Please note: If you're returning an item that was part of a bundle, your order will no longer qualify for the original bundle pricing.
Special Note on Soléo Products
Due to the nature of Soléo products being made to order and for hygiene reasons, these items are not eligible for return or exchange. We encourage you to choose wisely when selecting your Soléo products, as all sales for these items are final.
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 100 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 100 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We’ve got you covered here too. All eligible returns within Australia will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team here and they will be able to help you along the way.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
**Please note: At this time we do not offer exchanges, just refunds.
How long does it take for my refund to be processed?
Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at EMAIL. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your Leo & Sun stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our Leo & Sun HQ is located in the Sunshine Coast. Your Leo & Sun products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our Leo & Sun HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.