FAQS

 Tel: +61 3 8755 1174
E-Mail: info@leahs-den.net

 Showroom (By appointment only)
186 Heaths Road
Hoppers Crossing, VIC 3029

FaQs. General Information

Where do you ship?

Leah’s Den ships worldwide!

One of my pieces was broken on arrival, what can I do?

Where we do the upmost to ensure that our packaging of your order is safe and secure, accidents do happen.

Please see our our Returns and Exchanges Policy under Policies

What are you products made of?

All of our products are made out of hydrastone – a resilient compound of gypsom, silica and plaster.

Where our sets are quite durable, please note that due to the small details of some of the pieces, if dropped on hard ground there is a possibility that they may break, so please handle your set with care.

How can I become a wholesaler?

Yes,  we do indeed.  If you would be interested in becoming our newest wholesale retailer for Leah’s Den products, please contact Jane on jane@leahs-den.net. Please include your store name, location and contact details.

International wholesalers also welcome!

Can I place a custom order?

Of course you can!

Feel free to min’n match any of our sets (with one side one set and other side a different set) or you can request customisations such as colour schemes or other specifics you would like.

We are happy to accommodate wherever we can! Please contact us for more details.

Can I place a custom order?

Of course you can!

Feel free to min’n match any of our sets (with one side one set and other side a different set) or you can request customisations such as colour schemes or other specifics you would like.

We are happy to accommodate wherever we can! Please contact us for more details.

How long until I receive my custom order?

Depending on the specifics of your order, please allow up to three weeks for any custom orders to be completed and dispatched.

You can track your oder and its progress at any time directly from our website, simply log into your Leah’s Den account and go to ‘My Account’ and ‘Track your order’.

One of my pieces was broken on arrival, what can I do?

Where we do the upmost to ensure that our packaging of your order is safe and secure, accidents do happen.

Please see our   Returns and Exchanges Policy

Can I lay-by your products?

Currently we are unable to provide layby or layaway capability on our website, but hope to have it in the future.

In the mean time, please contact us if you would like to lay by and we can work something out.

I am having issues with checkout, what can I do?

Please contact us if you are experiencing problems with our checkout describing the issue you are having.  We will do our best to assist you, or worse case scenario – we can send you a manual invoice to pay via Paypal for your order.

What is your exchange / refund policy?

Leah’s Den has a 14 day return policy for returns for orders damaged in transit. We offer free replacement of the damaged chess pieces or board or alternatively a refund, excluding shipping costs. The buyer will need to provide proof of the damage (ie. a photo of the damaged piece/s).

If you change your mind and would like to return the order,  we can offer you a store credit (excluding shipping costs) upon receipt of the order in its original condition and packaging . The buyer is responsible for all shipping costs associated with any return and the postage of the new order.

If we are unable to fulfil your order for any reason, you will be notified within two working days and given the option for either a full refund or a selection of alternative products if applicable.

If you have any questions about the above, please feel free to contact us to discuss.

Do you do gift certificates / vouchers?

Yes, of course we do! Please contact us to discuss this option, we can issue an online gift certificate which can simply be redeemed with the person’s email address and code and it will come off their total at checkout.

Alternatively, we can also post or email you a personalised gift certificate which you can send on or give you to your loved one as a fantastic gift and then they can choose the set that they love the most.

Contact us for more information.

How can I contact you?

Please see Contact Us

I would like to leave some feedback about your products/services, can I leave a testimonial?

Yes please! We would love to hear from you about your experience and publish it on our website. We believe word of mouth is the best marketing there is.

Please contact Leah to have your comments published on our site.

What is your exchange / refund policy?

Leah’s Den has a 14 day return policy for returns for orders damaged in transit. We offer free replacement of the damaged chess pieces or board or alternatively a refund, excluding shipping costs. The buyer will need to provide proof of the damage (ie. a photo of the damaged piece/s).

If you change your mind and would like to return the order,  we can offer you a store credit (excluding shipping costs) upon receipt of the order in its original condition and packaging . The buyer is responsible for all shipping costs associated with any return and the postage of the new order.

If we are unable to fulfil your order for any reason, you will be notified within two working days and given the option for either a full refund or a selection of alternative products if applicable.

If you have any questions about the above, please feel free to contact us to discuss.

How long will my order take to arrive?

As each of our products are  individually handcrafted please allow up to two weeks for despatch of your order. If you have ordered a handpainted set, due to the intricate detail, please allow an additional week (3 weeks in total).  You can track your order online by logging into your account on our website and clicking on  ‘My Account’ and ‘Track my Order’.  However, we do try our best to get the our products completed and sent out as soon as possible.  If you are wishing to receive your order by a specific date, please include this in the customer notes section when completing checkout.

Where do you ship?

Leah’s Den ships worldwide!

Who do you use to ship your products?

For nationwide deliveries we use a courier service due the fragility of our products.  You will receive a notification with a tracking number when your order as been shipped which you can track directly from our site.

International orders are shipped via Australia Post, options are available on check out.

Any questions, please contact us to discuss.

What payment methods do you accept?

We currently accept the following four payment methods:

1. Paypal

This option is available on check out.

2. Direct Bank Deposit

Direct bank deposit is available for Australian buyers. Our bank details are below:

Account name: Leah’s Den
Institution: Westpac
BSB: 033689
Account Number: 348007

Please leave your name or Order ID as a reference for all direct deposits so we can identify your payment.

3. Credit card

We provide secured payment at checkout through Payway.

4. Cheque / Cash on pick up

I am an international buyer, what payment methods can I use?

All prices quoted and charged on our website is in Australian Dollars.

Leah’s Den securely accepts Paypal for international payments which will automatically convert your currency into Australian dollars, or alternatively we will soon also have credit card payments available directly from our website.

Do I need a Paypal account to pay with Paypal?

No, you don’t. You can securely pay with your credit card through Paypal without having an account.

If you choose Payal on checkout, look for the ‘Don’t have a Paypal account?’ link on the Paypal screen.

I am trying to order the Ex-Large Chess Board, why do I get an error message on checkout?

The Ex-Large Chess Boards are too large to be calculated on our website, please contact us for a shipping quote for any orders including this board.

Can I pick up my order instead of having it shipped?

Yes, you can pick up your order from our head office/showroom in Werribee, Victoria by appointment.

Please select the pick up option when choosing your shipping method at checkout.

How can I pay for my order if I don't have a credit card?

What are your terms and conditions of sale?

What is your exchange / refund policy?

Leah’s Den has a 14 day return policy for returns for orders damaged in transit. We offer free replacement of the damaged chess pieces or board or alternatively a refund, excluding shipping costs. The buyer will need to provide proof of the damage (ie. a photo of the damaged piece/s).

If you change your mind and would like to return the order,  we can offer you a store credit (excluding shipping costs) upon receipt of the order in its original condition and packaging . The buyer is responsible for all shipping costs associated with any return and the postage of the new order.

If we are unable to fulfil your order for any reason, you will be notified within two working days and given the option for either a full refund or a selection of alternative products if applicable.

If you have any questions about the above, please feel free to contact us to discuss.

What are your e-commerce policies?

Please see Refund/Exchange Policy – Policies

Please seee Terms and Conditions

Please see Privacy Policy

Please see Security Capabilities and Policy for Transmission of Payment Card Details

What is your policy for security of my credit card details?

Security Capabilities and Policy for Transmission of Payment Card Details

(Information supplied by e-commerce gateway provider. i.e. Westpac Banking Corporation ABN 33 007 457 141)

For credit card transactions, your information is secured by using 128 bit Secure Sockets Layer (SSL) technology, which encrypts information you input.

Who designed your website?

Our website was designed by Leah Caldwell Design.

I am trying to order the Ex-Large Chess Board, why do I get an error message on checkout?

The Ex-Large Chess Boards are too large to be calculated on our website, please contact us for a shipping quote for any orders including this board.

The website doesn't look right, what's the problem?

This site is best viewed with the latest available versions of web browsers. Earlier versions appear to cause technical difficulty with images and fonts being displayed incorrectly. Please update your browser if you are experiencing any of these problems.

Our website is also responsive and can be viewed on your mobile devices such as smartphone and tablets.

I am having issues with checkout, what can I do?

Please contact us if you are experiencing problems with our checkout describing the issue you are having.  We will do our best to assist you, or worse case scenario – we can send you a manual invoice to pay via Paypal for your order.

How can I become a wholesaler

Yes,  we do indeed.  If you would be interested in becoming our newest wholesale retailer for Leah’s Den products, please contact Jane on jane@leahs-den.net. Please include your store name, location and contact details.

International wholesalers also welcome!

Is there a minimum order as a wholesaler?

Unfortunately we do have minimum orders to qualify for our wholesale discounts. However, if you would like to buy a couple of sets at full price to try our stock and decide to return as a wholesale customer, we will give you a store credit for the discount you would have received for the first sets purchased.

Please contact us for more details or to discuss.

What are you products made of?

All of our products are made out of hydrastone – a resilient compound of gypsum, silica and plaster.

Where our sets are quite durable, please note that due to the small details of some of the pieces, if dropped on hard ground there is a possibility that they may break, so please handle your set with care.

Where can I see your products in person?

Leah’s Den will be opening a showroom open to the public in early 2013. Please sign up for our newsletter or like us on Facebook to get notifications of our opening date and of course, opening specials!

Our showroom is located in Werribee, Victoria, just a 40 minute drive from Melbourne CBD.

How can I find out about your new products?

Please join our mailing list, like us on Facebook and/or follow us on Twitter to be the first to know about new products, competitions and specials. Join our our homepage!

My favourite themed set is not listed, will you be getting it in?

We are always looking for new products. Contact us with any product suggestions and we will do our best to accommodate them or let you know when we will be selling the on you are after.

Do you sponsor events and tournaments?

Yes, we are very open to sponsorship opportunities for your chess related events, please contact our Marketing and Communications Manager Leah on leah@leahs-den.net with the details of your event and we will get back to you.

What is your exchange / refund policy?

Leah’s Den has a 14 day return policy for returns for orders damaged in transit. We offer free replacement of the damaged chess pieces or board or alternatively a refund, excluding shipping costs. The buyer will need to provide proof of the damage (ie. a photo of the damaged piece/s).

If you change your mind and would like to return the order,  we can offer you a store credit (excluding shipping costs) upon receipt of the order in its original condition and packaging . The buyer is responsible for all shipping costs associated with any return and the postage of the new order.

If we are unable to fulfil your order for any reason, you will be notified within two working days and given the option for either a full refund or a selection of alternative products if applicable.

If you have any questions about the above, please feel free to contact us to discuss.

I am affiliated with a chess club, can we get a club discount?

Yes, you can! Please contact us with your club details and we will arrange for a special discount code for your club and we can even send out a sample set to use in your club with some of our discount cards!

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