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Frequently Asked Questions

Got a question? Check out our FAQs below to find the answer you are looking for!

How do I register an account?

Click on the "Account" button located at the top right of any page to "Log in" or "Create a New Account". Alternatively you may proceed to check-out where you will be prompted to use your account.

I forgot my login password?

In case you forgot your login information, please click on the "recovery password?" button on the log in page.

How do I change my order information?

Double check your gear and the total amount in your shopping bag before you complete your order. It happens during online shopping and no worries! But when something wrong happens, we recommend you to contact with your order name once you realize you need to change the shipping address. We will help you to change it if the package has not been shipped out.

How can I place my order?

First, find the product you like. Then choose a color and size you want. By click the "ADD TO CART" button, you will keep the item(s) in cart. You may choose whether to add more products in cart or choose to continue to checkout.

To go to checkout page, please click "CHECK OUT" button to complete your order!

How can I check the status of my order?

You are able to check your order status through your own Baleaf Account or the order confirmation email.

What do I do if my order is damaged?

We are so sorry to hear that your order arrived in anything but perfect condition! Allow us to make it right. Our Customer Support team will be more than happy to assist you in processing a refund, return or exchange. 

Please contact to submit a request with a picture of the damaged product so we can get you your item(s) as soon as possible.

How to find my order number/ I can't find my order number/details?

If you have a Baleaf account, we recommend you to log in and check it in your account. If not, no worries, usually you will receive an order confirmation email once you place the order. We recommend you check the email for more details. 

Usually, the order number will be like #baleafau11111.

How to cancel my order?

We will be sad to hear it but we recommend you to send an email to with your order number.

If I get a gift, how can I exchange the item?

We’d like to help you with it for sure! Please kindly send the gifter's full name or email address to for our further check the order information for you.

Can I use cash on delivery?

Unfortunately Cash on Delivery is not available at this time. Baleaf currently accepts Visa, Mastercard, Maestro. We also accept payment via Paypal.

Where are your products shipped from?

Most of our products are stored and shipped from Fulfillment centers located in China. 

When will my order ship?

For orders shipping to AU & NZ, we offer Standard Shipping(1-3 business days to process the order):

Estimated delivery: 6-9 business days

Free Standard Shipping available for orders above $200

$15 shipping fee for orders under $200

Why did I only receive part of my order?

Not to worry, it's on its way! While we do our best to ship your order all in one package, due to the multitude of warehouses we are utilizing, your order might be separated into several shipments. However, if you did not receive multiple tracking numbers, please feel free to reach out to our Customer Support.

How can I return/exchange my item(s)?

Orders placed from AU & NZ are not eligible for exchange. If you choose to return for a refund, we are sorry that we can not provide return label for the time being, please use your own shipping method at your own cost to return it. You can also choose to return the item(s) by yourself. You can send an email to directly for more information.

Where can I find product sizing information?

Every product has its own size chart. Usually you can find the Size Chart in the product page. (Above the sizing/color options, you may see more details if you Click the Size Chart)

How can I get the first purchase code?

Hi there, usually you will get a welcome email with the first purchase code inserted if you subscribed our website. We recommend you to check the email first. In case you still can not find it, please contact our Customer Support for further help.

The discount code was not used successfully when I paid, what should I do?

No worries! If you already pay the order, we recommend you to contact our Customer Support with the code name and your order number. We will arrange a partial refund equals to the discount code on your order.

We want to buy your products in bulk, do you have wholesale sales?

We do offer wholesale sales. If you are interested, we recommend you to provide the information of quantity of the size/color of the items you want to for further check.

How to use my discount code/gift card?

If you get a discount code/gift card to use, we recommend you to apply it at the checkout.

Will I be charged international transaction fee?

Our website provides services around the world. Therefore, consumers will have international transaction fee when making transactions with certain credit cards. If the actual amount you pay is greater than the transaction amount, please contact the card issuing bank for inquiries. If you use PayPal to pay, there will not be international transaction fee.

What payment methods do you accept?

We accept all major credit cards (VISA, MasterCard, AMEX, DISCOVER), PayPal. Please note that consumers will have international transaction fee when making transactions with certain credit cards.

How much will I be charged on shipping?

Processing time: 1-3 business days

Shipping time: 6-9 business days

Free Standard Shipping available for orders above $200

$15 shipping fee for orders under $200

Can I use gift card at checkout?

Of course! We recommend you to choose your fav items first, then come to the checkout page, enter the gift card code. In case the gift card did not work, please kindly send the code and the screenshot to for further help.

What currency are payments transacted in?

Please note that all prices on site are listed in AUD. Customers should pay in AUD.

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