General FAQs

Everything is made to order. Backpacks are cut, sewn and signed by hand, and clothing is printed one at a time. Either way, your order is on its way in 2 to 5 business days.

Then it’s delivered in:

We’re based in Cornwall and deliver worldwide.

T-shirts to Europe and the USA ship with duties and taxes included, so there’s nothing to pay on delivery. For backpacks outside the UK, and any order to the rest of the world, import duties and taxes may apply on delivery.

Our backpacks are packed by hand in the workshop where they’re made. Our T-shirts are printed to order and sent straight from our printing partner in Britain.

If an item arrives wrong or faulty, reply to your order confirmation email. After a heartfelt apology, we’ll replace or refund it and cover the postage.

Reply to your order confirmation email within 30 days of receiving your order. Items need to come back in the same condition they arrived in. Refunds can take 5 to 10 business days to reach your account.

Send it back within 30 days of receiving it for a refund, then place a new order for the right size. Check our Size Guide to get it right first time.

Get in touch first at hello@thelevelcollective.co.uk, then send your item with a note stating your name and order number.

In the UK, we do. Get in touch and we’ll email you a prepaid returns label. From outside the UK, return postage is paid by you. If something’s faulty or we got your order wrong, it’s on us, wherever you are.

Our backpacks are made to order in Britain, cut, sewn and signed by hand by our master makers. We use waxed organic cotton from Halley Stevensons in Dundee, 316 stainless steel buckles from Sheffield and natural, chrome-free leather.

Our organic cotton T-shirts are printed to order by our printing partner in Britain.

Yes. If something fails because of how it was made, we’ll repair it free of charge. Normal wear and tear and accidents aren’t covered, but our repairs workshop can help with those. See Warranty & Repairs.

Use only cold water with minimal detergent and leave it to dry naturally, away from direct heat. See our backpack care instructions.

Every 12 to 18 months, or whenever water stops beading on the surface. Spray it lightly and evenly with our fluorocarbon-free Eco Reproofing Spray.

Same organic cotton, different finish. Dry wax gives a more structured feel and a solid colour, and you’ll barely notice it to the touch. Wet wax gives a softer, vintage look that cracks and creases with age and has a slight waxy feel. Both are equally weatherproof.

Wash inside out at 30 degrees, skip the tumble dryer and never iron directly on the print. It’ll keep its colour for years.