FAQ's

General Information

You can contact us directly via email at info@LEODAMONE.com or via our contact form found at https://LEODAMONE.com/contact

Delivery
Q> There is something missing from my order, how do I resolve this?
A> We may have removed the item due to being out of stock so please check your emails, as we will have notified you. Your items may have been sent in separate parcels, you will be notified by email if this is the case.

If you haven’t received an email notification about any changes to your order, but you’re still missing an item, please contact us immediately with the following information:

Order Number
Missing Item(s)

Our support team will look into the matter and will resolve the issue for you as quickly as possible.

All missing item claims must be made within 7 days of the delivery date of your order to ensure the accuracy of our investigation.

Q> Can I change my delivery address?
A> Once you have placed your order through the website, for your own security we are unable to change the address of your delivery if more than 12 hours have passed since order placement. If there is a failed delivery, the courier will either 1. Leave a calling card so you can rearrange delivery directly with them, or 2. Deliver the package back to us, where we will then contact you to arrange re-delivery. Re-delivery cost may apply in some cases. If the item is return to one of our fulfillment centers it will be held for 4 weeks. After 4 weeks all unclaimed items will be donated to charity.

Q> What if I am not home for my delivery?
A> If you are not at home when your parcel is due to be delivered, it may be left in a safe place which will usually be advised on a delivery note posted through your door by the courier.

If there is no suitable place for the delivery, the courier will leave a card instructing you on how to rearrange the re-delivery for your parcel.

If your parcel hasn’t arrived and there is no card posted through the door with instructions on it, please contact the courier with your tracking number to rearrange delivery.

Q> My order is marked as delivered, but I haven’t received it.
A> If your tracking states your package has been delivered, but you have not received it. Please first check with any surrounding neighbors for anyone who may have accepted the parcel on your behalf.

If you had your Leo Damone order delivered to a work place, please check with all employees who may have accepted the parcel, we know how tempting a fresh Leo Damone package might be.

Couriers may update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you’re still unable to locate your order, get in touch with our support team and we’ll open an investigation with the courier and do our best to help out.

Note: All lost parcel claims must be made within 14 days of the delivery date to ensure the accuracy of our investigation.

Q> Where is my order?
A> A standard and an express delivery service is available for most countries, both with full tracking information. If standard delivery is not an option for your location, only the express option will be available for you.
You’ll receive a shipping confirmation email when your order has been dispatched containing all of your tracking information.
A signature may be required for delivery, so please ensure someone is present at the delivery address to accept the delivery.
Deliveries will not be made on public holiday dates, so please expect your delivery the next business day.
If you have not received your order in the advertised time, please get in touch with our support team.

Payments & Promotions 
Q> This item was on sale previously, can I get it at the sale price?
A> If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to it’s original price, in which case, we will not be able to honor the price it was displayed as during the sale.

As much as we love a good sale, unfortunately, they have to come to an end.

Orders
Q> I’ve placed an order but haven’t received a confirmation email
You’ve placed an order, the money has been debited from your account but you haven’t received your order confirmation email. Has the order been successful?!

A> Not to worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your promotional or spam inbox. Just be sure to check all inboxes through your email account.

Send an email or message through to our customer experience team at info@LEODAMONE.com and they’ll be able to locate your order. They’ll simply need the full name and delivery address used to place the order.

Q> My order status is fulfilled, does that mean it should have been delivered?
A> Status ‘fulfilled’ simply means your order has been packed by our team and it’s currently on the way to you.

You will receive a shipping confirmation shortly after detailing your tracking information.

If your order has remained unfulfilled for more than 2 working days, please contact us with your order number and a member of the support team will get right on it.

Q> I want to change/cancel my order, how do I do this?
A> We are pretty quick at getting your order out the door so unfortunately, if your order placement time exceeds the amount of time it takes us to fulfill your order, we are unable to make any changes to your order once the order has been placed.

This includes; item, address and payment changes.

Q> You have sent me the wrong item, what do I do?
A> In the unlikely event you have received a defective or incorrect item, please contact us immediately with the following information:

Your order number
The name of the item you did not receive
The name of the item you received in it’s place
A photograph of the item you have received
Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

Q> I have received a faulty item, what do I do?
A> In the unlikely event you have received a defective item, please contact us immediately with the following information:

Your order number
Which item is damaged
A description
Photographic evidence
If you parcel has been delivered and is already damaged upon delivery. Please keep photographic evidence of how the parcel arrived.

All claims for parcels arriving damaged must be made within 7 working days of the delivery date.

Unless proof of damage has been verified by a member of the support team, we cannot rectify the issue.

Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time and we typically don’t require the faulty item back.

Technical
Q> I’m having trouble with your website, what can I do?
A> If you are having trouble with the website, please ensure the browser you are using is up to date. It may be worth deleting your cookies and trying the site again.

If you continue to experience issues, please get in touch with our support team at info@LEODAMONE.com and provide the following:

Detailed description of the issue you’re having
Screenshots of any error messages you might be experiencing

Q> I can’t log into my account, What do I do?
A> Please make sure your email address and password are correct and you’re trying to log into the correct store. (i.e. www.LEODAMONE.com)

If you’re still having trouble, please try using the ‘forgot your password’ link underneath the text box where you enter your password. If the problem persists, please get in touch with us directly via email at info@LEODAMONE.com

Q> I have forgotten my password, What do I do?
A> If you’ve forgotten your password, click ‘Forgot your password?’ on the login page. You will be asked to enter your email address, to then be sent an email with instructions on how to successfully reset your password.

**If you can’t find a resolution to you problem please contact us immediately at info@LEODAMONE.com and we will be happy to assist you.