RETURN POLICY

This policy describes how customers (“Customers or “you”) who have purchased products under the brand “Level Shoes” (the “Products”) sold by LEVEL RETAIL AMERICAS CORP., a company registered under the laws of the state of Delaware (United States) with an address at 1221 Brickell Avenue, Suite 1160, Miami, FL 33131, (“Level Shoes” or “we”) on the website levelshoes.com (the “Site”) or on the mobile app (the “App”), may return Products purchased on the Site or on the App.

Customers who are not satisfied with their purchase for any reason may return unused Products to Level Shoes, provided that the conditions set forth herein have been met, within thirty (30) days from the date of receipt of the Product(s).

For other legal information concerning the sale of Products, your access to, use of, or the way the Site or the App may use and collect your personal information, please read Level Shoes’ General Terms and Conditions of Sale, General Terms and Conditions of Use and Privacy Policy (together with this Return Policy, collectively, the “Website Policies”).

  1. Product Conditions

    Returns shall only be accepted only if all of the following conditions are met:

    • The Product(s) have been purchased through the Site or through the App;
    • The Product(s) have not been worn, used, are not damaged and are in the same condition in which they were received by the Customer; and
    • The Product(s) are returned in their original packaging, including any identification or security tags (with any disposable seal) and all labels, and any documentation contained in the original package (including the original return invoice and the return air waybill (“AWB”), which should be placed on the outside of the package). If you have lost the original return invoice or return AWB, or if either document is unusable for return purposes, please contact our Customer Service who will be happy to assist you.
    • All Products’ accessories (such as designer tags, dust bag(s), replacement tap-heels, warning-sticker protecting the front sole, instruction booklets etc.), if any, are still attached and in the same condition in which they were received by the Customer.

    In no event will Level Shoes accept returns if the Product(s) show signs of use or have been altered or modified from their original condition in any way.

    All shoes should be tried on a clean and carpeted surface before wearing them. Shoe boxes should also be protected as they are considered part of the product, and returns may not be accepted if the box is damaged.

    Product(s) identified as NON RETURNABLE are not eligible for return or refund.

  2. Return Procedures

    In order to return any Products, you may choose any of the following methods:

    • Placing a return request under My Account Orders in order to start the return process. Our Customer Service will contact you to assist you with your return request within two (2) business days of receipt; or
    • Sending an email to [email protected] specifying order number, Product status (including photos if relevant) and reasons for return.

    After receiving confirmation of our receipt of a return request submitted in accordance with the procedures set forth above, the Product(s) to be returned must be handed over to the courier in one single shipment within seven (7) days from the date of your receipt of confirmation that the return request was received by us. Level Shoes will provide you a return invoice and a return AWB and will bear any costs associated with the return shipment of the Products.

  3. Refund of Price

    Upon Level Shoes’ receipt and inspection of returned Product(s), Level Shoes will determine, in its sole discretion, whether the Customer is entitled to a refund, and the Product(s) meet the Level Shoes quality control standards.  If all of the return conditions are met, you will receive an e-mail confirming that the return has been accepted and Level Shoes will refund the original purchase price and taxes related to returned Product(s), less shipping costs (if any).

    Refunds are typically processed within two (2) weeks of Level Shoes’ receipt of the Product(s).  Your refund will be made using the original payment method used to make the purchase or, at your option as indicated when initiating the return, will be credited to you in form of store credit.  If you paid by credit card or debit card, refund proceeding will depend on the credit or debit card company’s policies. If you paid by more than one payment method, such as credit card and eGift card, your refund will be issued to each payment method used for the original purchase for the respective amount. You may monitor the balance of your e-Gift Card and your store credit by signing into your account online at any time. If you received an item as a gift and wish to return it, please contact our Customer Service who will be happy to assist you with your request.

    We will not issue any refunds for returns that do not satisfy all of the return conditions or for Product(s) that do not meet the Level Shoes quality control standards.  If your return is rejected, we will send you an email to inform you that your return was not accepted. Within fifteen (15) days after receipt of such email, you may ask that the Product(s) be shipped back to you, at your own cost, in the condition in which they were received by Level Shoes.  If you do not request the return of the Product(s) within said time period, you authorize Level Shoes, and any of its affiliates or agents, to retain the Product(s) and the price paid, and to dispose of such Product(s) as it sees fit.

    Please note that we do not currently offer any exchanges. You are invited to return your product and then place a new order for the product you wish to purchase, subject to stock availability.

Last updated: November 12, 2024