Frequently Asked Questions

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 multiple global payment methods, as well as interest-free payment instalments, depending on your location. Simply follow the steps when securely checking out to select the payment method. Please check our Secure Payment section on our FAQs for the breakdown per country. Please note that for Cash On Delivery, we only accept local currency.

If you need help placing an order, you can contact us via email at [email protected] or toll-free for GCC countries on the below numbers.

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

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

United Kingdom, USA, Australia and China: +971 4 501 6939 from 10am-10pm GST

Level Shoes currently ships internationally to the following countries: United Kingdom, USA, Australia and China.

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 and follow the same steps above to place your order. All duties and taxes are included in the product’s listing price, so you won’t pay any additional fees at checkout. Please note, international customers are not eligible to join our MUSE Loyalty Programme.

If you need help placing an order, you can contact us via email at [email protected] or on the below number.

United Kingdom, USA, Australia and China: +971 4 501 6939 from 10am-10pm GST

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 GST

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

United Kingdom, USA, Australia and China: +971 4 501 6939 from 10am-10pm GST

Unfortunately, once an order is out for delivery (you will be notified by receiving an SMS or email confirmation) it cannot be cancelled, as it has already left our warehouse. Do not 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.

Please note: Pre-Loved products cannot be cancelled or returned once an order has been made.

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.

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 [email protected] or toll-free for GCC countries on the below numbers to get help with your password, or any other queries.

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

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

United Kingdom, USA, Australia and China: +971 4 501 6939 from 10am-10pm GST

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.

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.

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.

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.

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.

Please contact our Guest Services Team via email at [email protected] 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 GST

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

RIYADH

We offer 2-hour delivery on selected products for orders placed before 8:00pm within Riyadh, subject to time-slot availability. Alternatively, any orders can be scheduled, hassle-free, for Same-day and Next-day delivery, anytime between 11:00am-12:00am daily.

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.

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.

For all orders placed from United Kingdom, USA, Australia and China, your order will be delivered within 3-5 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.

We offer Free Delivery on all UAE orders and for all orders above the order value stated in the table below when shipped from the UAE.

For all orders placed to Riyadh, we offer Free Delivery when shipping from KSA, this will be calculated at the checkout page.

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.

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 Pre-Loved products, 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. Cash on Delivery purchases will be refunded via a Level Shoes e-Gift Card, available for online shopping only. 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

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.

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.

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.

All international returns are free and Level Shoes works with Glopal to facilitate this. Once you have requested a return as per the process above, you will receive an email from Glopal regarding the next steps and tracking information.

Please print and affix the return label and return shipping advice from the email to your parcel, and a carrier will pick up your return from the original delivery address on the advised date.

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.

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.

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

Yes, absolutely. Item(s) available for pre-order will be tagged on the product description page and are available for both GCC and international customers. 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.

Our dedicated Guest Services Team is always happy to help with any queries you may have. You can contact us via email at [email protected] or toll-free for GCC countries 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 GST

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

United Kingdom, USA, Australia and China: +971 4 501 6939 from 10am-10pm GST