Contact Leanly Journey
Every message sent through this page reaches the team and gets a real answer. Use the form below for anything at all: a question before you order, a delivery that has stalled, a faulty item, a request about your data, or a product you would like us to stock. This page also explains what to include so your question can be resolved on the first reply rather than the third.
Table of contents: Contact
- Send us a message
- What to include
- Questions you can answer faster yourself
- Delivery and tracking problems
- Faulty, damaged or wrong items
- Product and stock questions
- Account, orders and payment
- Privacy and data requests
- A checklist before you order
- What to expect from us
- What we cannot help with
Send us a message
Fill in the form and we will come back to you. If your message concerns an existing order, put the order number in the first line so it can be looked up immediately.
If the form does not submit for any reason, try again from a different browser or network before assuming the message did not arrive. A failed submission usually shows an error under the button rather than failing silently.
What to include
The single biggest cause of slow resolutions is a message that does not carry enough detail to act on. A note saying an order has not arrived cannot be investigated until we know which order. Including the right information up front turns a three message exchange into one.
For anything about an existing order: your order number, the name the order was placed under, and the delivery postcode. That is enough to find any order in the system.
For a delivery problem: add the tracking reference from your dispatch confirmation and the date of the last tracking event you can see.
For a faulty or damaged item: add clear photographs of the item and of the packaging as it arrived. Take these before anything is thrown away, because the outer packaging is often what proves the damage happened in transit.
For a wrong item: add a photograph of what actually turned up, and keep it and its packaging until the matter is settled.
For a product question: a link to the product page removes all ambiguity, particularly across ranges where several devices share a flavour name.
Questions you can answer faster yourself
Some questions have an immediate answer already on the site, and reading it will be quicker than waiting for a reply.
The frequently asked questions page covers ordering, delivery, tracking, payment, product formats, strength and dosing, storage, returns and Australian consumer rights, in considerably more detail than a short reply could. It is worth a look before writing, especially for questions about how strength is measured or why edibles take so long to take effect.
The about page explains how the catalogue is organised and how to choose between similar looking products, which answers most of the questions that begin with which one should I buy.
For where a parcel is, the order tracking page is the live source and will be more current than anything we can tell you, because we read the same carrier data you do.
Delivery and tracking problems
Most delivery enquiries fall into three groups, and knowing which one you are in helps.
Tracking has not updated for a few days. This is normal more often than people expect. Carriers scan parcels at certain points, not continuously, and gaps of several days across weekends, public holidays or peak periods are routine. A parcel can travel a long way without generating a single event. If the gap is genuinely long, send the order number and tracking reference and it can be chased from our end.
Tracking says delivered but nothing arrived. Before anything else, check any safe place used at your address, ask anyone else at the property, and check with the immediate neighbours on both sides. Delivery to an adjacent house number is by a wide margin the most common explanation. If it still has not appeared, get in touch with the order number so a formal enquiry can be opened with the carrier.
Nobody was home. What happens next depends on the carrier and the service used. A parcel may be left in a safe place, or taken to a collection point with a card left at the address. Your tracking page will say which.
We deliberately do not publish a fixed delivery estimate. Transit time depends on your postcode and on which service is used on the day, and a promised figure that holds for inner Melbourne but not for regional Queensland is worse than giving no figure at all.
Faulty, damaged or wrong items
If something has gone wrong with what you received, contact us and we will sort it out. What matters is evidence, gathered before anything is discarded.
For a device that has failed, describe what actually happens when you use it. A disposable that produces nothing at all is a different fault from one that produces vapour weakly, and a different one again from one that simply ran out. The most common cause of an apparently early failure on a non rechargeable device is the battery running down before the liquid does, which is expected behaviour rather than a fault, so it helps to say whether there is liquid left.
For anything that arrived damaged, photograph the item and the outer packaging together. Transit damage is usually visible on the box.
For consumables that were opened and simply were not to your taste, that is treated differently from a fault, because an opened consumable cannot be resold. This is the practical argument for buying one unit before buying several when trying something unfamiliar. Get in touch and explain the situation.
Whatever any store policy says, Australian Consumer Law gives you guarantees that cannot be signed away, including that goods are of acceptable quality and match their description. The ACCC sets out what those guarantees cover.
Product and stock questions
We are happy to answer questions about what a product is, what strength it carries and how it compares with something else in the catalogue. Link the product page in your message so there is no confusion about which item you mean.
If something you wanted is unavailable, say so and we can tell you whether it is expected back. It is also worth checking the parent category yourself, because devices within a range usually share a flavour lineup, so the same flavour often exists in a neighbouring model. The range pages for the IGET Bar Pro 10000, Kuz Nova 16000 and the wider disposable vapes category are the fastest way to see every option at once.
Requests for products we do not carry are genuinely welcome. What customers ask for repeatedly is what gets sourced, so telling us is more useful than assuming we already know.
Account, orders and payment
For anything to do with your account, orders or payment, include the order number and the name on the order.
If you need to change a delivery address or amend items, message as fast as you can. Before dispatch this is usually straightforward. Once a parcel has been packed and handed to a carrier it cannot be recalled, so the window is short and speed matters more than a perfectly written message.
All prices on this site are in Australian dollars, and the price shown on the product page is what is charged. If a charge does not look right, send the order number and describe what you expected against what you were charged.
If you want to know what descriptor appears on your bank statement, ask before ordering. That text is set by the payment processor rather than by us.
Privacy and data requests
Use this page for any request about your personal information, including asking what is held, correcting something that is wrong, or asking for your details to be removed. Send the request from the email address associated with your order where possible, since that makes it far easier to confirm the request is genuinely yours.
The details you provide when ordering are used to process and deliver that order. If you subscribed to marketing email, every message carries an unsubscribe link, and using it takes effect without needing to contact us.
A checklist before you order
A short run through before checkout prevents most of the messages this page receives.
Check the per unit strength, not the headline number. A pack advertised at 1000mg containing ten pieces is a hundred milligrams each. A bottle advertised at 2000mg delivering four milligrams per drop is a far gentler product despite the bigger number on the front. Converting to the per unit figure before you buy is the single most useful habit, and it is where most disappointment comes from when people skip it.
Check the ratio on anything carrying both CBD and THC. A 22:1 product and a 1:1 product can sit side by side in the same range with near identical packaging and behave completely differently. Read the ratio before the brand name.
Buy one before you buy several. Flavour is personal and no description substitutes for trying something. A single unit that disappoints costs very little. A multi pack that disappoints sits in a drawer.
Check the delivery address carefully. The most common avoidable delivery problem is a typo in the address entered at checkout, and it is much easier to fix before dispatch than after. Make sure the name on the order matches the name of whoever can accept the parcel, because some carriers will not release a parcel to a different name.
Confirm you are ordering as an adult. These are adult products. Do not order if you are under the legal age in your state or territory.
If anything on that list raises a question, ask it through the form before you order rather than after. Questions before purchase are genuinely welcome and are far easier to resolve than a problem after the fact.
What to expect from us
Messages are answered in the order they arrive. Enquiries about an order that has gone wrong are prioritised over general questions, because they are time sensitive in a way that a question about flavour is not.
We will give you a straight answer. If something has gone wrong at our end we will say so rather than talk around it. If a question falls outside what a retailer can properly answer, we will tell you that too and point you somewhere better rather than improvising.
Questions that come up repeatedly get added to the FAQ, so asking a question that turns out to be common genuinely helps the next person who has it.
What we cannot help with
There are three areas where the honest answer is that you need someone other than a retailer.
Medical advice. We cannot advise on whether a product is appropriate for you, how it will interact with medication you take, or whether it is suitable given a health condition. Nothing on this site is medical advice. Speak to a doctor or pharmacist, particularly if you take prescription medication, have a heart condition, or are pregnant or breastfeeding. healthdirect Australia is a reliable starting point, and the Alcohol and Drug Foundation publishes independent information on effects and risks.
Legal advice. We cannot tell you what is lawful where you live. The rules differ by product and by state or territory and have changed considerably in recent years. The Therapeutic Goods Administration and the Department of Health and Aged Care publish the current position directly, and reading them is better than taking a retailer’s summary.
Emergencies. If someone has consumed something they should not have, particularly a child or an animal who has got into edibles, do not message a shop. Seek medical or veterinary help immediately. In an emergency in Australia, call triple zero.
For everything else, the form at the top of this page is the way through, and the catalogue is always open.
People researching contact usually want specifics rather than reassurance, so that is what this page gives.
If you have compared contact elsewhere and something here differs, ask us and we will explain why.
Anything on contact that is not covered here is worth an email, and we answer properly rather than with a template.
That covers contact in practical terms. If your situation is unusual, ask us and we will give you a straight answer.
Still weighing up contact? Get in touch and we will help you decide before you spend anything.
If contact is new to you, start small, read the packaging, and ask before assuming.
Our position on contact is simple: publish what is true, hold what we list, and ship it quickly.
Questions about contact are welcome at any point. Our team answers specification queries directly and quickly.
If you have compared contact elsewhere and something here differs, ask us and we will explain why.
People researching contact usually want specifics rather than reassurance, so that is what this page gives.
Most questions about contact come down to stock, timing and price, and all three are answered above.
For contact we would rather set expectations accurately than promise something we cannot deliver.
If anything about contact is still unclear, contact us before ordering rather than after. We would rather answer a question than process a return.
We keep this contact page current because outdated information helps nobody.
If contact is new to you, start small, read the packaging, and ask before assuming.
Still weighing up contact? Get in touch and we will help you decide before you spend anything.
People researching contact usually want specifics rather than reassurance, so that is what this page gives.
If you have compared contact elsewhere and something here differs, ask us and we will explain why.
Questions about contact are welcome at any point. Our team answers specification queries directly and quickly.
Our position on contact is simple: publish what is true, hold what we list, and ship it quickly.
We keep this contact page current because outdated information helps nobody.
If anything about contact is still unclear, contact us before ordering rather than after. We would rather answer a question than process a return.