Delivery & Returns

We’re based in Cornwall, England, and we deliver worldwide.

Delivery rates

Made to order. Our backpacks are cut, sewn and signed by hand once you order them, and yours will usually be ready to ship in 2 to 5 business days.

Orders shipped outside the UK may be subject to import duties and taxes, which are paid by the customer on delivery.

Returns and refunds

Changed your mind? Let us know within 14 days of receiving your order by replying to your order confirmation email, then send it back within 14 days of telling us. Items need to come back unworn, unwashed and in their original condition, with labels attached. Once it reaches us and we’ve checked it, we’ll refund the item and the standard delivery you paid, within 14 days. If an item comes back used or damaged, we may reduce the refund to reflect that.

If you cancel before your order has been dispatched, we’ll refund the whole amount.

Exchanges

Wrong size? Nothing quite beats trying something on. Get in touch within 30 days of delivery and send it back unworn, unwashed and with its labels, and once it reaches us we’ll send out the new size, subject to availability. Return postage is paid by you. We’ll post the replacement free of charge within the UK; outside the UK, our standard delivery rates apply.

How to send something back

Get in touch first at hello@thelevelcollective.co.uk, then send your item with a note stating your name, order number and whether you’d like a refund or exchange.

Return postage is paid by the customer, unless the item is faulty or we sent the wrong one. We recommend a tracked, insured service, as we can’t be responsible for items lost on the way back to us.

If we get your order wrong

We pack every order by hand with care, but we’re still human. If something arrives faulty or isn’t what you ordered, email us within 30 days of delivery with your order number and a photo. Once we’ve checked it, we’ll repair, replace or refund it, and cover the return postage. This doesn’t affect your statutory rights.