Frequently Asked Questions

Welcome to Leo & Luz Frequently Asked Questions Page

At Leo & Luz is a top priority of ours to ensure our customers are well informed and have the best shopping experience possible. We have created a list of frequently asked questions and their answers that will help resolve doubts. If you have not covered a particular section of interest please contact us.

Question #1: What is the estimated delivery time for me to receive my order?

Answer: Here are our estimated delivery times:

• Order cutoff time: 5:00pm (AEST + AEDT) Australian Eastern Standard Time + Australian Eastern Daylight Time. Orders placed after this time will be processed the next business day, which may add an extra day to the expected delivery time.
• Processing time: 1–5 working days (Mon–Fri). Once your order is processed, it will be shipped by one of our trusted couriers.
• Transit time: 5–10 working days (Mon–Fri)
• Estimated delivery time: 6-15 business days (Mon-Fri)

For more details, please refer to our Shipping Policy

Question #2: Do you offer free shipping?

Answer: Yes, we offer free shipping on all orders within the Australia. For more information, please check our Shipping Policy

Question #3: Where is the Leo & Luz located?

Answer: Leo & Luz is located in Sydney, Australia. We only trade online via our website, which give us the ability to offer great deals and exclusive delivery within Australia.

Question #4: What if the product i ordered arrives damaged?

Answer: If you receive a defective product, we will replace it at no cost. Please contact us and return the item within 30 days. For more information, see our Return Policy

Question #5: Can I cancel my order after it’s placed?

Answer: Yes, you can contact us via email within 24 hours with your order number and email requesting to cancel order we will promptly cancel it and refund the purchase. If it exceeds 24 hours then the product is deemed processed and we will not be able to act on the exchange until the order has arrived to your location. For more information please email us at; hello@leoandluz.com

Question #6: What is your return policy?

Answer: We offer a simple return process, once you have made contact with us we will be talking you through the process of what is required to return the order. We will only accept returns on the order within 30 days from the date your order has been delivered to your location. The customer is liable for the postage costs of the return, please note our primary warehouse we ship from is overseas therefore shipping costs might vary depending on your location. Once we have inspected your product, we will determine whether it qualifies and if accepted we will refund the purchase within 5-7 business days. We are happy to offer further help to ensure the process is smooth and cost effective.

please see our Return Policy for more information.

Question #7: When will i receive my refund after my product has successfully been returned?

Answer: When we receive the product, we will inspect within 48 hours and process the refund to the original payment method within 5-7 business days. 

please see our Return Policy for more information.

Question #9: How do I contact customer support?

Answer: You can contact us via the Contact section of our website or alternatively by emailing us at; hello@leoandluz.com

Question #10: Do you ship internationally?

Answer: We are exclusively only offering services to Australia.

Question #11: Do you have store i can physically visit?

Answer: No, We are an online-only store. To offer our customers the best prices we operate under this business model.

Question #12: Can I place a bulk order for Trade, Business or Large Scale Projects?

Answer: Yes, we accept bulk orders, and offer genuine discounts to our clients that purchase large quantities.

Question #13: Are your lighting products compatible with Australian voltage and wiring standards?

Answer: Yes, all our products are rated for 240v single phase installations. We recommend you always use a qualified electrician to complete the install.

Question #14: What is the warranty on the product i purchase?

Answer: We offer a 1 year warranty on all our products, if there are issues with the way it is manufactured or has defect that makes itself apparent within 1 year we will honour the exchange of the product. Investigation of the item will need to be taken as there must be proof of catastrophic failure.

Contact Information

Store Name: Leo & Luz

ABN (Australian Business Number): 27 003 473 523

ACN (Australian Company Number): 003 473 523

Company Name: Welby Enterprises Pty Ltd T/A Leo & Luz

Office: Level 2/435A-437 Kent St, Sydney NSW 2000

Email: hello@leoandluz.com

Phone: +61 411 164 194