1 SHIPPING

When your order has been shipped we will send you a dispatch confirmation by email. This will include a track and trace code which will allow you to track your order.
We send the goods that you have ordered through CTT Express or DHL depending on your location. The place of delivery is deemed to be the shipping/delivery address that you provide in your order. If you have provided us with the wrong address or would like to change it, please contact us within 24 hours of placing your order. Unfortunately, we are unable to change the delivery address after this period of time.

We aim to deliver your order within a maximum period of up to 6 business days however unfortunately; we are unable to guarantee this.

If you are not at home during the day our carrier will attempt a new delivery in the following day(s). They will also provide the option for a scheduled delivery time. It is important that you give the right address when placing the order. Please note it's not possible to have your order delivered to a P.O. Box.

If the goods are lost or damaged in transit, please let us know within 15 business days after, so that we can make a claim against the carrier. We will offer you the choice of a replacement or a full refund.

Please check our returns & exchanges page for further details.

2 RETURNS & EXCHANGE PROCESS

We offer a 14 days returns policy from the delivery date of your package. You may request to return or exchange any item except in the specific cases when prescription lenses have been applied. In order to receive a return/exchange authorization please send us an email (level.keepplaying@gmail.com) with the order number at the earliest possible. Your opinion is everything to us so please explain on the email the reason for your return/exchange so that we can keep improving every day.

All merchandise must be returned/exchanged to LEVEL HQ unworn and in like-new condition with the original packaging. Items must be returned accompanied by the official documentation (original receipt).
Items purchased from LEVEL online store cannot be returned or exchanged at any LEVEL retailer stores.

LEVEL is not responsible for shipping costs that may incur regarding the return/exchange of a product. Refunds for returned products will be made as soon as possible, 30 days at the latest, after LEVEL’s office receives the returned product(s) and checks if they have not been worn and in like-new condition with the original packaging. The refund will be made to the credit/debit card that was used to place the order. Please note that additional duties, taxes or any additional charge that may incur will not be refunded by our company.

In the event that the wrong product has been sent to you, we will fix this issue by sending you the correct item absent of shipping costs, once we have received the wrong item from you. Any costs incurred on your behalf for the return of the wrong item shall also be refunded by us once we have received the goods from you.

If the goods are lost or damaged in transit, please let us know within 15 days from the time your order was placed, so that we can make a claim against the carrier. We will offer you the choice of a replacement or a full refund.

Returns & Exchanges should be sent to the address below with following contact details:

Name: Brisas Anónimas, Lda
Address: Rua Embaixador Teixeira de Sampaio, 3 2C, 1350-401 Lisboa