Shipping

Shipping within the Europe takes approximately 5-10* working days to arrive.

Unfortunately, we currently do not ship outside of the Europe**

If you have any issues with a delayed order, you can first check your tracking link for info, or get in touch with us.



* Shipping time is out of our control. Once an item is shipped we are not responsible if the item is lost, damaged or stolen. We are not responsible for any other duties, fees, taxes or tariffs associated with shipping.

** Customers in the U.S. and South Korea can ship via intermediate export/forwarding companies. Just place the order as normal and specify the European address and account number of your preferred forwarder as the shipping address. It is up to you to arrange this service. We will not arrange or recommend any specific provider.


Dispatch

We aim to dispatch within 3 working days of receiving your order, but normally sooner.

Tracking

We provide tracking for all our orders, so you know where they are and when they will arrive.

Packaging

We use biodegradable Jiffy ‘Green’ padded mailers and recyclable cardboard boxes to ship your orders. To find out more, see our sustainability page.

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REFUNDS & RETURNS

The Level accepts returns within 7 days of receiving and refunds are made via store credit to the value of the items. This value does not include the original shipping cost.

How to Return an Order

You must contact us including the word ‘Return’ and the order number in the subject to initiate a return, along with the reason for your return.

We will accept returns with a postmark or other official proof of sending, dated within 7 days of receiving.

Customers are required to pay the cost of return shipping.

Please ship via tracked mail to:

M. Rocha
Rua Coronel Ribeiro Viana 9
1350-89
Lisbon
Portugal


The Level will not approve a return or issue store credit until the returned merchandise has been received.

Store credit is issued as single use codes. We will not split or transfer the value of store credit codes once you redeem them.

Items must be returned in the condition they were sent. The Level reserves the right to refuse any returned merchandise. In the case your return is declined, you have the choice to request re-shipping of the item, at your expense.

If a customer’s return history is indicative of fraudulent activity or ‘wardrobing’, we will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward.

As part of our personal commitment to sustainable consumption, we kindly remind you that it’s your responsibility to double check each item before you purchase, to avoid unnecessary shipping and returns. We urge you to:

  • Read the product description carefully.

  • Double check the sizing and condition before you buy.

  • Email us and ask for more pictures or information if you require.

CANCELLATIONS


Customers can cancel an order between when the order is placed and when the order is shipped, for a full refund of the order value.

We reserve the right to proceed with dispatch of items at our discretion, therefore it is the responsibility of the customer to notify of cancellations as promptly as possible and with clear communication.

After the order is shipped we can no longer process a cancellation, and it will need to be processed as a return, if the item is no longer wanted.

How to Cancel an Order

You must contact us including the word ‘Order Cancellation’ and the order number in the subject to initiate a return, along with the reason for your cancellation.