Frequenly Asked Questions
We ship our orders from Malaysia
There are several reasons why your order may not be going through:
| 1. | There may be an authorization failure with your bank – please check with your local bank to verify the status of your credit card or check on your PayPal account status. |
| 2. | There might be a difference in the billing address between the one you entered and the one on your credit card. Make sure there aren’t any typing errors or small differences between the two addresses – the billing address should match your bank records exactly. |
| 3. | If you are still having problems after verifying all this information, make sure your web browser is up-to-date, and please contact us at marc.chia@leogallery.biz We’ll be happy to help you work it out. |
If the charge shows up twice right after you order, this is a pending charge for bank authorization. Banks regularly practice this during credit card transactions to ensure sufficient funds and account authenticity. This double charge will clear once your card is charged for real when your order ships. Please contact your bank with any questions, or to verify the charge.
All items that are not in stock can be ordered. However, delivery time will be delayed due to production time of 3-4 weeks
Your order confirmation will be sent to the email you provided after payment is made.
An order confirmation means we have received your order and are processing it. Watch out for our second email that notifies you when your item has been shipped.
We will process your order within 3 working day. Please note that if we have insufficient stock, to allow for production time of 3-4 weeks before shipment.
Once a payment has been processed, we get straight to work at filling and shipping your order. Our main goal is getting your item(s) to you as fast as we can, so it is not possible to modify your order, including cancellations, additions, size changes or changes to your shipping address once it has been confirmed.
If you’re not completely satisfied with your purchase, we gladly accept returns. If you change your mind within 30 days of receiving your item, please do the following to return your item to us:
Contact us at marc.chia@leogallery.biz to report your return (please provide your order number and name of item to be returned.
Arrange for the item to be shipped back to us. We suggest you either use the original shipper for your returns, or that you use another service that allows you to track and insure your package until we receive it. Alternatively, please drop it off at below return address. We can only issue your refund once we have received the item, so make sure it arrives safely to us!
Once we receive the item we will immediately inspect it to make sure it meets our terms and conditions (see below).
If the returned item meets our requirements you will receive the refund in the form of store credit equal to the sales value of the item returned. Please note shipping charges are non-refundable.
Terms and conditions for returns:
Item must be unused and in their original condition
Leo Gallery reserves the right to reject any return claim
Returns Address:
Leo Gallery (002581307-X), D12-2-G, Pusat Perdagangan Dana 1, Jln PJU 1A/46, Petaling Jaya, 47301, Selangor, Malaysia.
If the status says delivered, it is likely that someone near you has signed off on it. Check with neighbours, family, flatmates, or apartment security personnel to see if anyone has collected it for you or contact the courier company directly to see who signed for it. If it is still not located, please contact us at marc.chia@leogallery.biz
If you have received a defective item, please contact us at marc.chia@leogallery.biz within 14 days of receiving your order with your order reference number and details of the defect. We will then investigate the cause of the defect and if we find that we have sent a defective item or the item has been damaged during shipping we will arrange for the item to be picked up and sent back to us. We will then arrange for you to receive a replacement item. Please make sure you hang on to the original packaging, box and receipt. Return shipping arrangements and costs will be on us.
However, if the package appears severely damaged upon delivery, don’t accept the package from the courier and contact us at marc.chia@leogallery.biz immediately with your order number to let us know what happened.
If you received a different item than what you ordered, you can contact us at marc.chia@leogallery.biz within 7 days of receiving your order with your order reference number and full details of the item which is different from what you ordered. We will ascertain the reason for the discrepancy. If we find we have made a mistake, we will arrange for the item to be picked up and sent back to us. We will then arrange for you to receive the correct item. Please make sure you hang on the original packaging, box, and receipt. Return shipping arrangements and costs will be on us.
Yes, we make it a priority to ensure that your information is completely secure with us. We have measures in place to protect your information against alterations and misuse. We authenticate and encrypt your sensitive personal information, including credit card number and billing address. As additional security, we do not store your credit card information – we pass all information on to our payment providers immediately, using secure methods.
Just follow the steps below for your replacement or refund.
| 1. | Contact us at marc.chia@leogallery.biz to begin the investigation process. |
| 2. | When we receive the defective item, we will immediately inspect them. |
| 3. | If we find there is a manufacturing defect with the item, we will send you a replacement! |
| 4. | If no manufacturing defect is found we will return the item to you. |
Terms and conditions for defective item:
| 1. | All claims will be heavily investigated and are subject to the findings of the investigation |
| 2. | Claims must be made within 6 months from the date of purchase |