Frequently Asked Questions
Purchasing Online
How do I place an order on levelshoes.com?
From the currency selector on the top right corner, select your preferred local currency to shop (UAE, KSA, Bahrain, Kuwait, Oman & India).
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. Simply roll your cursor over the relevant categories, such as mens, womens, designers, etc. Within each category, you will find further links to help you locate exactly what you are looking for.
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, color, category or style.
Please note that you can order up to three (3) items of a product. Additionally, only one item per style can be purchased for special collections and limited editions.
When you have made your selection, choose your size and click on "add to bag". Once you are ready to complete your purchase, click on the shopping bag icon at the top right-hand corner of your screen and click on “View Bag” to be led through the checkout process. If you have any questions or concerns, please contact us by phone at +971.800.LEVEL.SD (+971.800.538.3573) or via email at [email protected].We are available daily from 10AM to 10PM (UAE Time).
Can I cancel or modify my order?
If you wish to cancel or modify your order, please call us at +971.800.LEVEL.SD (+971.800.538.3573) or send an email to [email protected] as soon as possible. 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.
What are the benefits of creating an account?
Creating an account allows you to:
- Store multiple shipping and billing addresses to expedite your checkout
- Save the contents of your shopping bag for later
- Easily access your current order details and history
- View and share your wish list with family and friends
I forgot the password to account. What do I do?
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.
Product Information
How do I know my shoe size?
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.
Where do I find items that I have seen in the press/magazines?
For inquiries about products, please contact us at +971.800.LEVEL.SD (+971.800.538.3573)or via email at [email protected].
Payment
Which payment methods do you accept for online purchases?
Level Shoes accepts the following forms of payment for online purchases:
- Visa
- Mastercard
- American express
- Cash on Delivery (“COD”)
- 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 first markdowns. If a product was purchased at full price and was offered on sale, we will offer a one time price adjustment if requested within 10 days of purchase.
When will my debit or credit card be charged?
Your debit or credit card will be authorized 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 authorization, confirmed availability and prepared your order for shipping.
Can I use multiple methods of payment?
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 & Delivery
Which shipping options are available within the UAE and what are the shipping fees?
| SHIPPING METHOD | DELIVERY TIME | SHIPPING FEE |
|---|---|---|
| Express | 1-2 business days* | Free |
| Same Day | 2-4 hours** | 0 AED (delivery within Dubai) |
*Free Express service is available on all orders placed online for shipment within the UAE and all full priced orders only. UAE orders may take approximately 1-2 business days for delivery. Please note, Dolce and Gabbana products may only be shipped within the UAE.
Same Day service is available on all orders placed online by 7PM (UAE Time), for shipment only within the Emirate of Dubai.
** Any order placed outside of our working hours (8am - 7pm) and after the cut-off time of 7PM (UAE Time) or on any UAE public holiday will be processed the following UAE working day.
Orders are delivered Saturday through Thursday, excluding Friday and holidays. Levelshoes.com 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 |
| Abudhabi | Qareen Al Aish, Das |
| Abudhabi | Jananah , Delma Island |
| Abudhabi | Tarif |
| Abudhabi | Al Marfa |
| Abudhabi | Abu Al Abyad |
| Abudhabi | Ras Ghurb Island |
| Abudhabi | Ruwais |
| Abudhabi | Al Hamra |
| Abudhabi | Jabal Dhana |
| Abudhabi | Liwa |
| Abudhabi | Sila |
| Abudhabi | Al Btaha |
| Abudhabi | Alk Wifriah |
| Abudhabi | Madinat Zayed |
| Abudhabi | Bu Hasa |
| Abudhabi | Asab |
| Abudhabi | Arada |
| Abudhabi | Taraq |
| Abudhabi | Kayyam |
| Abudhabi | Alyhyali |
| Abudhabi | Sabkhah |
| Abudhabi | Wedhail |
| Abudhabi | Al Khis |
| Abudhabi | Jeeisah |
| Abudhabi | Hamim |
| Abudhabi | Jereirah |
| Abudhabi | Shaybah |
| Abudhabi | 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 |
Which shipping options are available for other GCC countries and what are the shipping fees?
Express Service is available for shipments to KSA, Bahran, Kuwait, Oman and India. Delivery charges are indicated during the checkout process, in your local currency. Please allow approximately 5-7 business for order processing in addition to the time required for delivery. Please note, Dolce and Gabbana products may not be shipped to KSA, Bahrain, Kuwait Oman and India.
Free shipping is available on orders containing atleast one full priced item shipped to select GCC countries. Approximate delivery charges for orders containing only sale items are summarized in the table below.
| SHIPPING DESTINATION | SHIPPING FEE |
| KSA | 103 SAR |
| BAHRAIN | 10.50 BHD |
| KUWAIT | 8.50 KWD |
| OMAN | 10.55 OMR |
Orders are delivered Saturday through Thursday, excluding Friday and holidays. Levelshoes.com 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.
Can I collect my order from the Level Shoes store in Dubai Mall?
All online purchases made on a credit or debit qualify for our Click and Collect service.Simply select the ‘Collect in Store’ option listed under the shipping information during the checkout process. If you would like to authorize 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 refund on the card used at the time of purchase or apply the credit to your account.
To authorize someone to pick up an order on your behalf, please provide the individual with a signed letter of consent with their name, phone number and Emirates ID details so they present it in the store. Once your order is ready for pick-up, we will send an email to confirm the pick-up details.
Can I ship to multiple addresses?
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.
Can I ship to a P.O. Box or APO/FPO address?
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.
Is a signature required upon delivery of my order?
For security reasons, all online purchases require an adult signature upon delivery. Orders shipped to UAE, KSA and Bahrain are delivered by our courier partner Fetchr; orders to Oman and Kuwait are shipped via Aramex and orders to India 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.
What do I do if I missed the delivery of my order?
If you are unavailable to receive your delivery, please contact us at +971.800.LEVEL.SD (+971.800.538.3573)or via email at [email protected].
How can I track my order?
Levelshoes.com will send you several emails during the order process to keep you informed of the status of your purchase.
Orders shipped to UAE, KSA and Bahrain are delivered by our courier partner Fetchr. Orders to Oman and Kuwait are shipped via Aramex and orders to India are shipped via UPS. A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to schedule your delivery and track your order. You may also track your order by logging into your account and view your order order history under the 'my orders' tab.
If you have not created a Level account yet, click on ‘Orders & Returns’ located at the bottom (footer) of levelshoes.com and fill out the mandatory fields marked with an asterisk.
When can I expect delivery of my order?
UAE: Once an order is successfully submitted online, please allow approximately 1-2 business days for delivery. For KSA, Bahrain, Kuwait and Oman: Please allow approximately 5-7 business days order processing in addition to the time required for delivery.
Returns
What is your return policy? How many days do I have to return a product?
Levelshoes.com will accept merchandise in its original condition for a refund when returned within 30 days of receipt and accompanied by the original invoice.
All products must be returned unused, with all related accessories (such as designer tags, dust bag(s), replacement tap-heels, warning-sticker protecting the front of the sole, instruction booklets etc.) if any, still attached and in the same condition as received, in their 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. Levelshoes.com reserves the right to refuse return of any merchandise that does not meet the above return requirements in level shoes' sole discretion.
Free return service is only available for all online purchases shipped within the UAE. At this time, free return is not available for KSA, Bahrain, Oman, Kuwait and India.
We recommend shipping returned merchandise via a reputable courier service for tracking purposes. Please be sure to request adequate insurance to cover the shipment. Level Shoes will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled, or damaged.
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.
Merchandise returned to levelshoes.com will be processed within ten business days (2 weeks) of receipt. Purchases made using debit or credit cards (Visa, MasterCard or American Express) will be reimbursed on the same card as utilized at the time of payment. Purchases made by COD will be reimbursed in the form of a store credit redeemable in store or eGift card redeemable online only on levelshoes.com. Purchases made using more than one payment method such as credit card and eGift card will be returned in form of an eGift 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 store.
Please note the original shipping charges and custom fees and taxes, if any, incurred at the time of purchase are non-refundable.
How do I request to return an item?
Easy-to-follow return instructions are included with each shipment. To request a return, please follow the steps provided below.
- Log into youraccount 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 on which you would like to request a return.
- Request a return by clicking on the ‘'Return'’ button.
For Free returns within UAE:
Once the request is reviewed and approved by a levelshoes.com, our shipping partner Fetchr will contact you to confirm the time and pick up location on your return package.
For returns from KSA, Bahrain, Oman, Kuwait and India:
Free return service is not available for KSA, Bahrain, Oman, Kuwait and India at this time. We recommend shipping returned merchandise via a reputable courier service for tracking purposes. Please be sure to request adequate insurance to cover the shipment. Level Shoes will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled, or damaged.
- 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.
How long does it take for a refund to be issued?
Refunds of merchandise returned to levelshoes.com can take up to ten(10) 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 post to your account.
Are delivery charges and custom duty fees refundable?
Original shipping charges and custom duties, if any, incurred at the time of purchase are non-refundable.
Level will deduct the custom duties charged to Level at the time of receiving any return packages from customers from the total refund amount.
Can I return an item that I bought online at levelshoes.com to the Level Shoes store in Dubai Mall?
Purchases made online may be returned or exchanged at the Level Shoes store located in Dubai Mall, Dubai, UAE.
How do I exchange an item with levelshoes.com?
Levelshoes.com 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.
Can I exchange or return an item gifted to me by someone else?
If you received an item as a gift and wish to return it, please contact our Customer Service Team at +971.800.LEVEL.SD (+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.
Gifts
Can I get my purchase gift-wrapped and request a gift receipt?
During online checkout, you will notice 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 personalized gift message. The gift receipt will exclude the price of the merchandise.
Care & Repair
How do I repair an item?
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.LEVEL.SD (+971.800.538.3573)
Contact Us
How can I get in touch with the Level Shoes Guest Services team?
Phone: +971.800.LEVEL.SD (+971.800.538.3573)
Daily 10AM - 10PM
Email:[email protected]
Store Address:
Level Shoes @ The Dubai Mall,
Ground Floor, Downtown Dubai, UAE
Store Hours of Operation
- Daily 10AM - 12PM
(subject to The Dubai Mall regulations)
Reserve Online
Can I reserve an item online and try it on in the Level Shoes store in Dubai Mall?
Absolutely! Select full priced items (excluding best-sellers, limited editions and special collections) can be set aside on hold for a limited time.
Once you have found the item you would like to reserve, simply click on the ‘Reserve in Store’ button on the product page. Follow the steps and complete your reservation.
Once your request has been submitted, you will receive a ‘Reservation confirmation email’ to summarize your request. We will inform you immediately should the item(s) you requested are unavailable.
You are eligible to reserve up to 4 full priced items simultaneously. Items can be held for a period of 48 hours.
Items can be held for a period of 48 hours and may only be extended once. If you wish to extend the hold period, please do not hesitate to contact our guest services team at [email protected] or 971.800.538.3573 and we will try our best to accommodate your request.