Frequently Asked Questions

From the currency selector on the top right corner, select your preferred local currency to shop (UAE, KSA, Kuwait, Bahrain, Oman & Qatar).

There are several ways to browse levelshoes.com. You may explore our homepage features or visit our navigation bar found on the left side of every page. Roll your cursor over the relevant categories, such as New In, Women, Men, Kids or Designers and shop by selecting a style, shoe size or designer or collection. If you are looking for a specific item, our search box is located on the upper right-hand corner of our page. You may search for products by name, colour, category or style.

When you have made your selection, choose your size and click Add To Bag. Once you are ready to complete your purchase, click on the Shopping Bag icon at the top right-hand corner of the screen and click Go To Shopping Bag & Checkout to be led through the checkout process. If you have any questions or concerns, please contact us by phone at +971 800 538 3573, or via email at [email protected] A member of the guest services team is available daily from 10:00AM to 10:00PM (UAE Time).

If you wish to cancel or modify your order, please call +971 800 538 3573 or send an email to [email protected] We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified.

Creating an account allows you to store shipping and billing addresses to expedite your checkout experience; save the contents of your shopping bag as well as access your order details and history.

If you have forgotten your account password, please click ‘Forgot Password?’ on the ‘Sign In’ page and follow the instructions provided in an email that is sent to you shortly after.

Shoes are displayed in European, UK and US sizes. Please visit the size guide from the link on the product pages for more information. Please note size and fit may vary from brand to brand, so please use the size chart measurements as a general guide only.

Level Shoes accepts the following forms of payment for online purchases:

• Visa
• Mastercard
• American express
• Cash on Delivery
• Level Shoes e-Gift Card

For all credit and debit card purchases, your billing address must match the address on file with your financial institution. Please note, we only accept local currency for COD purchases.

Level Shoes only offers price adjustments on the first markdowns. If a product was purchased at full price and offered on sale, we will offer a one-time price adjustment if requested within 10 days of purchase.

Your debit or credit card will be authorised for the full order amount for verification purposes at the time you submit your order. The transaction will be charged to your debit or credit card after we have verified your card details, received credit authorisation, confirmed availability and prepared your order for shipping.

You may use your debit or credit card, or COD as a form of payment, should your E-Gift Card balance not cover your order total.

SHIPPING METHOD	DELIVERY TIME	SHIPPING FEE
STANDARD	3 hours	Free on orders over 500AED

*Free Standard service is available on all orders over 500AED placed online for shipment within the UAE. UAE orders may take approximately 1-2 business days for delivery.

** Any order placed outside of our working hours (8:00AM – 4:00PM) and after the cut-off time of 4:00PM (UAE Time) or on any UAE public holiday will be processed the following UAE working day.

*** Please note that during sale and promotion periods delivery might take longer than the indicated timings due to high volume of orders.

Orders are delivered Saturday through Thursday, excluding Friday and holidays. Level Shoes cannot be held responsible for unanticipated delivery delays beyond

Level Shoes control. 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. Deliveries may take up to a week for the following destinations:

City Area Abu Dhabi Qareen Al Aish, Das Abu Dhabi Jananah, Delma Island Abu Dhabi Tarif Abu Dhabi Al Marfa Abu Dhabi Abu Al Abyad Abu Dhabi Ras Ghurb Island Abu Dhabi Ruwais Abu Dhabi Al Hamra Abu Dhabi Jabal Dhana Abu Dhabi Liwa Abu Dhabi Sila Abu Dhabi Al Btaha Abu Dhabi Alk Wifriah Abu Dhabi Madinat Zayed Abu Dhabi Bu Hasa Abu Dhabi Asab Abu Dhabi Arada Abu Dhabi Taraq Abu Dhabi Kayyam Abu Dhabi Alyhyali Abu Dhabi Sabkhah Abu Dhabi Wedhail Abu Dhabi Al Khis Abu Dhabi Jeeisah Abu Dhabi Hamim Abu Dhabi Jereirah Abu Dhabi Shaybah Abu Dhabi Shubaytah Ajman Manama Fujairah Bidya Fujairah Qurayya Fujairah Kidfa Area Fujairah Marba Fujairah Bitna Fujairah Qurayya Fujairah All Quaries Area Hatta All Oman Boarder Area Hatta Munai Hatta Masfouth Oman Buraimi

Please note that delivery service is not available for the below destinations:

Das Island Delma – Island Beda Zayed Habshan Madinat Zayed City Tarif Jabel Dhana Al Sila Bainoona Buhasa Ghayati Liwa Mirfa Ruwais Sila Asab Sir Baniyas Guwaifath

Standard Service is available for shipments to KSA, Bahrain, Kuwait, Oman and Qatar. Delivery charges are indicated during the checkout process, in your local currency. Please allow approximately 3-4 business days for order processing in addition to the time required for delivery. Free shipping is available on orders above 500 AED containing at least one full priced item shipped to select GCC countries. Approximate delivery charges for orders containing only sale items are summarized in the table below.

COUNTRY	ORDER VALUE	CHARGES	ORDER VALUE	CHARGES	DELIVERY TIME
UAE	Less than 500 AED	25 AED	Over 500 AED	FREE	1-2 days
KSA	less than 500 SAR	50 SAR	Over 500 SAR	FREE	3-4 days
KUWAIT	Less than 40 KWD	5 KWD	Over 40 KWD	FREE	3-5 days
OMAN	Less than 50 OMR	5 OMR	Over 50 OMR	FREE	3-5 days
BAHRAIN	Less than 50 BHD	5 BHD	Over 50 BHD	FREE	3-5 days
QATAR	Less than 500 QR	50 QR	Over 500 QR	FREE	2-3 days

*** Please note that during sale and promotion periods delivery might take longer than the indicated timings due to high volume of orders

Orders are delivered Saturday through Thursday, excluding Friday and holidays. Level Shoes cannot be held responsible for unanticipated delivery delays beyond

Level Shoes

All online purchases made on credit or debit qualify for our Click & Collect service. Simply select the ‘Collect In-Store’ option listed under the shipping information during the checkout process. If you would like to authorise someone else to pick up the order on your behalf, please provide them with a signed letter of consent with their name, phone number, and Emirates ID details so they may present it in the store. Once your order is ready for pick up, we will send you an email to confirm the pickup details. If you are unable to pick up your order within 3 days, we will issue a refund on the card used at the time of purchase or apply the credit to your account.

At this time we can only ship to one address per order within the UAE. To ship to multiple addresses, please place a separate order for each location.

Purchases may not be shipped to P.O. Boxes, APO/FPO addresses or to any address outside of the UAE, KSA, Bahrain, Oman and Kuwait.

For security reasons, all online purchases require an adult signature upon delivery. Orders shipped within the UAE, KSA, Bahrain, Oman and Kuwait are shipped via UPS. For all deliveries, please remember to present your government issued photo ID and provide your full name and phone number at the time of receipt. Please note that our courier service may refuse to deliver your order if your government-issued photo ID is not presented.

If you are unavailable to receive your delivery, please contact us at +971 800 538 3573 or via email at [email protected]

Free return service is available for all online purchases. Products unused and in a satisfactory condition may be returned within 30 days of purchase. Additionally, please retain all documentation and packaging in order to return your order. All returns must be shipped back in the

Level Shoes packaging in which your original order was delivered. No returns or refunds available for personalised products. All products must be returned unworn and unused, with all related accessories (designer tags, dust bag(s), replacement tap-heels, brand merchandising, warning-sticker protecting the front of the sole and instruction booklets, if any), included within the original box and packaging. We will not accept any returns for hand and foot care products if the original packaging has been opened or tampered. Returns that are damaged or soiled may not be accepted and may be returned to you. All shoes should be tried on a clean and carpeted surface before wear. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged. Merchandise that has been altered or damaged will not be accepted.

Level Shoes reserves the right to refuse the return of any merchandise that does not meet the above return requirements.

Merchandise returned to levelshoes.com will be processed within ten business days of receipt. Purchases made using debit or credit cards (Visa, MasterCard or American Express) will be reimbursed on the same card as utilised at the time of payment. Purchases made by COD will be reimbursed in the form of a store credit redeemable in-store or e-Gift card redeemable online only on levelshoes.com. Purchases made using more than one payment method such as credit card and e-Gift card will be returned in the form of an e-Gift Card or store credit only. You may monitor the balance of your e-Gift Card by signing into your account online at any time. You may also opt to receive a store credit when returning an order in the Level Shoes store. Please note the original shipping charges and customs fees and taxes, if any, incurred at the time of purchase are non-refundable.

Easy-to-follow return instructions are included with each shipment. To request a return, please follow the steps provided below:

• Log into your account by clicking on ‘Sign in’ located on the top right corner on levelshoes.com.

• 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.

• Once the request is reviewed and approved by Level Shoes, our shipping partner will contact you to confirm the time and pick up location of your return package.

• Upon receipt of your returned package, we will inspect the product prior to approving the return.

• An email notification will be sent once the return has been processed.

Refunds of merchandise returned to levelshoes.com can take up to ten business days after receipt and a refund confirmation email will be sent to confirm the details. Depending on your financial institution, please allow additional days for the refund to be posted to your account.

Original shipping charges and custom duties, if any, incurred at the time of purchase are non-refundable. Level Shoes will deduct the customs duties charged to

Level Shoes at the time of receiving any return packages from customers for the total refund amount.

Level Shoes is unable to accommodate exchanges at this time. In order to exchange an item, we recommend you return the original item for a refund using the return instructions provided above. A new order can then be placed on levelshoes.com for the exchange item. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfil your order.

If you’ve received an item as a gift and wish to return it, please contact our guest services team at +971 800 538 3573 and we will be happy to assist you with your request. Please refer to our Returns section above for all requirements applicable to the products.

During online checkout, you will be offered an option to request a gift receipt and gift wrapping. Level Shoes gift purchases are wrapped in our signature Level Shoes gift paper and tied with a satin ribbon. You may also include a personalised gift message. The gift receipt will exclude the price of the merchandise.

Level Shoes offers a premium repair facility at The Cobbler, located within the Level Shoes store. For additional information regarding a new or existing repair, please contact +971 800 538 3573.

Please call +971 800 538 3573 otherwise you may email: [email protected]