90 MINUTE DELIVERY IN DUBAI - SAME DAY DELIVERY IN THE UAE - FREE SHIPPING AND RETURNS -

Frequently Asked Questions

How can I order online?

Select the country you’re purchasing from via the My Account page on the Level Shoes App or at the top of the homepage if browsing on a desktop. Choose the product you’d like to buy, select your size (if applicable), and Add To Bag. Once you’re ready to complete your purchase, click on the Go To Bag button or the Shopping Bag icon to be led through the secure checkout process, and enjoy our fast delivery by selecting your preferred shipping option.

Level Shoes accepts the following payment methods: Visa, Mastercard, American Express and MADA for credit transactions, and interest-free instalment payments via Tabby, as well as Cash on Delivery, Card Machine and Level Shoes e-Gift Cards. Please note that for Cash On Delivery, we only accept local currency. Simply follow the steps when securely checking out to select the payment method.

If you need help placing an order, you can contact us via email at guestservices@levelshoes.com or toll-free on the below numbers.

United Arab Emirates, Kuwait, Oman, Bahrain and Qatar: +971 800 538 3573 from 10am-10pm Saudi Arabia: +966 800 124 0433 from 9am-9pm

Can I cancel my order?

If you need to cancel your order, please call our Guest Services Team toll-free on the below numbers as soon as possible.

United Arab Emirates, Kuwait, Oman, Bahrain and Qatar: +971 800 538 3573 from 10am-10pm

Saudi Arabia: +966 800 124 0433 from 9am-9pm

Unfortunately, once an order is out for delivery (you’ll be notified by receiving an SMS or email confirmation) it cannot be cancelled, as it has already left our warehouse. Don’t worry, you can always return your item(s) for free, within 30 days from the delivery date, by initiating a return request from your account.

Why should I create a Level Shoes account?

By creating an account online, you can view your previous purchase history, track the status of your order, and save shipping addresses for easier checkout. A Level Shoes account allows for a smoother return process and grants you access to our email database for updates on private sales, exclusive sneaker launches and more! Also, drop hints on your favourite pieces and share your saved wishlist amongst friends and family.

I forgot my password, what do I do?

Click Forgot Password on the sign-in screen and a password reset email will be sent to your registered email address. Otherwise, you can contact our Guest Services Team via email at guestservices@levelshoes.com or toll-free on the below numbers to help with any other queries.

United Arab Emirates, Kuwait, Oman, Bahrain and Qatar: +971 800 538 3573 from 10am-10pm Saudi Arabia: +966 800 124 0433 from 9am-9pm

How do I know my shoe size?

Click on our Size Guide to check your international shoe size. Please note, size and fit may vary from brand to brand, so please use the size chart measurements as a general guide only. Size, depending on the style and brand, is indicated in the product description for additional reference. If you need to choose another size, we offer free returns on purchased pairs that are unworn, allowing you to pick a size better suited for you.

What payment methods are accepted online?

We accept Visa, Mastercard, American Express and MADA for credit transactions, and interest-free instalment payments via Tabby, as well as Cash on Delivery, Card Machine and Level Shoes e-Gift Cards. Simply follow the steps when securely checking out to select your preferred payment method. Please note that for Cash on Delivery, we only accept local currency.

What are your cut-off timings for delivery?

DUBAI

We offer 90-minute delivery on all orders placed between 10:00am-8:00pm within Dubai, subject to time-slot availability. Alternatively, all orders can be scheduled, hassle-free, for Same-day and Next-day delivery, anytime between 10:00am-10:00pm daily.

SHIPPING METHODCUT-OFF TIME
90-minute delivery Order before 8:00PM
Same-day delivery Order before 5:00PM
Next-day delivery Order before 12:00AM

REST OF THE UAE

Same-day delivery is available on all orders placed before 2:00pm. For orders placed after 2:00pm, your order will be delivered the next day.

SHIPPING METHODCUT-OFF TIME
Same-day delivery Order before 2:00PM
Next-day delivery Order before 12:00AM

We recommend reviewing your order details on the order review page before submitting your order, or in the order confirmation email that is sent to you shortly after your order is placed, just to make sure all delivery and contact details are correct.

Can I collect my order via Click & Collect in-store?

You can collect your order from the Concierge Desk at Level Shoes, The Dubai Mall by selecting the Click & Collect option at checkout. Please bring your order confirmation email and valid ID to present to a member of our team in order to collect your item(s). If someone is collecting your item(s) on your behalf, they’ll need a signed letter including your name, phone number and valid ID details.

I missed my order delivery, what should I do?

Please contact our Guest Services Team via email at guestservices@levelshoes.com or toll-free on the below numbers to help reschedule your delivery.

United Arab Emirates, Kuwait, Oman, Bahrain and Qatar: +971 800 538 3573 from 10am-10pm Saudi Arabia: +966 800 124 0433 from 9am-9pm

What are your delivery cut-off timings?

RIYADH

We offer Same-day delivery on all orders placed between 10:00am-5:00pm within Riyadh, subject to time-slot availability. Alternatively, any orders can be scheduled, hassle-free, for Same-day and Next-day delivery, anytime between 10:00am-10:00pm daily.

SHIPPING METHODCUT-OFF TIME
Same-day delivery Order before 5:00PM
Next-day delivery Order before 12:00AM

REST OF KSA

For all other KSA-based addresses (outside of Riyadh), orders will be delivered within 2-4 business days.

We recommend reviewing your order details on the order review page before submitting your order, or in the order confirmation email that is sent to you shortly after your order is placed, just to make sure all delivery and contact details are correct.

Do you offer Click & Collect in Riyadh?

You can collect your order from Level Shoes, Gate 1, Riyadh Park by selecting the Click & Collect option at checkout. Please bring your order confirmation email and valid ID to present to a member of our team in order to collect your item(s). If someone is collecting your item(s) on your behalf, they’ll need a signed letter including your name, phone number and valid ID details.

How long will my order take to be delivered?

For all orders placed from Kuwait, Qatar, Oman and Bahrain, your order will be delivered within 2-4 business days. Orders paid using Cash on Delivery will take slightly longer to deliver. We recommend reviewing your order details on the order review page before submitting your order, or in the order confirmation email that is sent to you shortly after your order is placed, just to make sure all delivery and contact details are correct.

Are there any shipping fees?

COUNTRY ORDER VALUE CHARGES ORDER VALUE CHARGES
UAE Under 500 AED 25 AED Over 500 AED FREE
KSA Under 500 SAR 50 SAR Over 500 SAR FREE
KUWAIT Under 25 KWD 5 KWD Over 25 KWD FREE
OMAN Under 50 OMR 5 OMR Over 50 OMR FREE
BAHRAIN Under 500 BHD 50 BHD Over 500 BHD FREE
QATAR Under 500 QR 50 QR Over 500 QR FREE

I’ve placed an order, how can I track it?

You can track the status of your order by clicking on the Track Your Order button on the email confirmation, or through your Level Shoes account via the App or website under the Orders & Returns section in My Account.

Can I return what I’ve bought?

You can return any purchase(s) within 30 days of the delivery date by simply requesting a scheduled return, free-of-charge and hassle-free by logging into your Level Shoes account and clicking My Orders, select the item(s) you’d like to return, and continue.

Regardless of your original shipping address, there are no fees associated with the return and any applied custom duties are not charged. All products must be returned unworn and unused, with all related accessories (designer tags, shoe laces, dust bag(s), replacement tap-heels and brand merchandise, if any), included within the original box and packaging. Please be sure to try on any shoes you’ve bought on a clean, carpeted surface to avoid scratching the sole of the shoe, which could result in damaging the item(s) and refusal of the return. No refunds or exchanges are valid on earrings, skincare, fragrances, stockings, socks, e-Gift Cards, lotions, shoe-care products, any products personalised at The Personalisation Hub, sneakers acquired through raffles, or limited edition styles.

Products unused and in a satisfactory condition can be returned within 30 days of the purchase date and the original payment method will be refunded. Alternatively, if the returned item(s) have been damaged and/or worn, the return will not be accepted and a member of our Guest Services Team will be in touch with you.

How do I request a return?

To request a return, please follow the below steps:

USERS WITH AN EXISTING ACCOUNT

  • Ensure you’re signed in and go to My Account
  • Under the My Orders tab, select View to expand the order in which you would like to request a return
  • Request a return by clicking on the Return button next to the style you’d like to return and select the reason why from the list
  • Once the request is submitted, a member of our team will contact you within 2 days to confirm the time and pick-up location of your return package
  • Upon receipt of your returned package, we’ll inspect the product in order to approve the return. Any worn or damaged item(s) will not be accepted
  • An email notification will be sent once the return has been accepted

USERS WITHOUT AN EXISTING ACCOUNT

  • For all users without a Level Shoes account, visit www.levelshoes.com and click Track My Order at the bottom of the homescreen
  • Input your order ID, last name and email associated with the order and click Continue
  • Select the item(s) you’d like to return and the reason why to begin the process
  • Once the request is submitted, a member of our team will contact you within 2 days to confirm the time and pick-up location of your return package
  • Upon receipt of your returned package, we will inspect the product in order to approve the return. Any worn or damaged item(s) will not be accepted

Refunds can take between 2-10 business days, depending on your registered bank. Once completed, a return approval email will be sent to you to complete the process.

Why was my return not accepted?

Level Shoes reserves the right to refuse the return of any merchandise and packaging that has been worn, used or damaged. Merchandise that has been altered or damaged will not be accepted. Return of defective items is limited to defects that are not caused by either product misuse or failure to follow care instructions. No refunds or exchanges are valid on earrings, skincare, fragrances, stockings, socks, e-Gift Cards, lotions, shoe-care products, any products personalised at The Personalisation Hub, sneakers acquired through raffles, or limited edition styles.

Are exchanges allowed?

Unfortunately, exchanges are currently unavailable. Alternatively, we suggest you return your item(s) within 30 days from the delivery date and create a new order.

Can I buy an e-Gift Card?

Level Shoes offers e-Gift Cards that can be bought, gifted and redeemed online, valid for 1 year from the time of purchase. Simply click Gift Cards under the Gifts tab and select the value of the e-Gift Card you’d like to purchase, with the option to add a personal message.

How can I use my e-Gift Card?

When checking out, simply enter your e-Gift Card number and click Apply e-Gift Card to utilise the amount towards what you’re buying. If the e-Gift Card amount is less than the value of the order placed, you’ll be prompted with another payment method (Credit Card, Debit Card, Cash on Delivery), to cover the balance of the order.

I want to have my order gift-wrapped. Is this possible?

Absolutely! You can select the Gift Wrap option at checkout and add a personal message to make your purchase extra special.

Can I pre-order a special style?

Yes, absolutely. Item(s) available for pre-order will be tagged on the product description page. Pre-ordered item(s) are not available to be shipped immediately upon purchase. Instead, the approximate shipping timeline will be listed on the product description page. Once your pre-ordered item(s) are ready to be shipped, you’ll receive an email confirmation with the updated delivery details.

What is Level Shoes Pre-Loved?

Level Shoes Pre-Loved is our curated edit of pre-owned luxury items, allowing our customers to purchase and resell designer shoes, bags, jewellery and accessories.

How can I shop from Level Shoes Pre-Loved?

Items from Level Shoes Pre-Loved are available to shop online only and can be delivered to the same countries Level Shoes ships to. If you’re outside of the region, watch this space! We hope to ship to you soon.

Where do Level Shoes Pre-Loved items come from?

Items from Level Shoes Pre-Loved are brought to us by our partners from the GCC and across the globe in Europe, Asia and the USA.

What can I buy from Level Shoes Pre-Loved?

You can buy pre-loved shoes, bags, jewellery and accessories from top luxury designers!

How do I know if the items are authentic?

Our verified team of luxury experts thoroughly inspect all the items whilst gathering all the crucial information from the individual sellers.

Will I have to pay taxes and duties?

You’ll have to pay taxes and duties if the selected item comes from outside your region, but this has already been included in the product’s listing price.

How long after ordering will I receive my purchase?

The arrival of your purchase depends on your location and the item’s location, which will be highlighted in the product description. Upon checkout, you will be notified of the expected delivery date. Local orders will be fulfilled within 1 working day and international orders up to 10 working days.

How can I pay for my selected item(s)?

Level Shoes accepts Visa, Mastercard, American Express and interest-free instalment payments via Tabby, plus a Level Shoes e-gift card. You can select your preferred payment method at checkout. Unfortunately, we do not accept Cash on Delivery as a form of payment.

Why was my order cancelled?

If your order was cancelled, it might be because someone tried to purchase the selected item at the same time (you have good taste). We’re so sorry for the inconvenience, and you will be fully refunded for the purchase amount.

What is the return policy?

Unfortunately, Level Shoes Pre-Loved does not offer returns as per our guidelines. Kindly note that each item has been thoroughly inspected by our team of luxury experts to avoid any dissatisfaction. Please read the editor’s notes and key information on the condition of your selected item before making a purchase.

However, if there is an issue with your item upon delivery, kindly reach out to our Guest Services Team within 24 hours of receiving the item.

How do you determine the condition of the item?

Condition Description
Brand New with Tags The piece has never been worn and has the original retail tags attached.
Excellent

The piece has barely been worn and has no signs of use.

Examples of acceptable signs of wear:

1 or 2 small pulled threads.

Very Good

The piece has been worn and has some signs of wear but still looks great.

Examples of acceptable signs of wear:

Small spots, small snags, small pulled threads, light pilling.

Good The piece has been worn and shows moderate signs of wear.

I need support with my order. Who can I speak to about this?

Our dedicated Guest Services Team is always happy to help with any queries you may have. You can contact us via email at guestservices@levelshoes.com or toll-free on the below numbers to help with any other queries.

United Arab Emirates, Kuwait, Oman, Bahrain and Qatar: +971 800 538 3573 from 10am-10pm Saudi Arabia: +966 800 124 0433 from 9am-9pm