Frequently Asked Questions
Orders & Deliveries
Q: When will I receive my order?
A: Orders are packed and dispatched within 2-3 working days, so all UK orders should arrive within 5 working days of you placing your order.
European orders should arrive within 15 working days of you placing your order, but please allow up to 25 days during busy periods.
Orders from outside Europe usually arrive within 20 working days, but international postal services do vary so please allow up to 30 working days for your order to arrive.
*Backpacks are generally made to order so please allow a longer lead time for these. Get in touch if you have any Backpack related questions.
Q: Where do you deliver to?
A: We are based in Cornwall, England but we deliver worldwide. Shipping rates are below:
UK Standard Delivery - £3.00
Free UK Standard Delivery Over £100
Europe Tracked Delivery - from £11.95
USA / Canada / Australia Tracked Delivery - from £14.95
Rest of World - from £14.95.
Q: What about additional import costs?
A: Unfortunately, we cannot except responsibility for additional import costs associated with ordering from overseas.
Q: How is my order packaged?
A: We partner with an awesome social enterprise called Mail Out, who provide training and employment to adults with learning difficulties – teaching them how to pick, pack and post our orders for us. We're proud to support the amazing work they do. We pack all our orders in packaging made from 100% recyclable paper. No plastic here!
Q: What if I receive the wrong item?
A: If you receive an incorrect item, then please notify us by replying to your 'Order Confirmation' email. After receiving a heartfelt apology from us, you’ll then need to return the incorrect item to us (we’ll refund your postage for this, of course!). Once we have received the item, we will then dispatch the correct item to you.
Returns & Exchanges:
Q: I'd like to return my item, how do I go about it?
A: We’re confident that you’ll absolutely love your new purchase from us, but if for whatever reason you’d like a refund then please reply to your 'Order Confirmation' email within 30 days of your receipt and we’ll sort that for you.
Provided your item is returned to us in the sellable condition in which it arrived, we will process your refund for the garment. It can take 5-10 working days to arrive back in your bank account, due to our card processing service.
Q: I'm not sure on the size/fit, can I do an exchange?
A: If you're wanting an exchange please return your items to the address below within 30 days of your receipt, enclosing a note stating your name, order number, and delivery address (if different from the one on your order) and what you'd like to exchange for.
Q: Where do I return/exchange my items?
A: Please send your items to the address below, enclosing a note stating your name, order number and that you'd like a refund or exchange.
Mail Out
FAO: The Level Collective
27a Deane House
Greenwood Place
London
NW5 1LB
Q: What's the cost of delivery for items needing returned or exchanged?
A: Any return/exchange postage charges are to be covered by the customer and must be received within 30 days of your receipt. We strongly advise making sure you use a service which has adequate insurance for delivery, because we can not accept any liability for the safe delivery of items being returned to us.
We will post out the exchanged item free of charge.
Products & Care
Q: How do I look after my organic cotton backpack?
A: Our backpacks are made in Britain from natural and organic ingredients. They're built to last and designed to age beautifully. To wash your backpack, use only cold water, with minimal detergent and leave to dry naturally, away from direct heat. Take a further look at our backpack care instructions.
Q: How do I reproof my backpack and how often should I do it?
A: For our dry waxed organic backpacks, simply spray your pack lightly and reproof every 12-18 months (or as required) using our transparent fluorocarbon-free (FCF) Reproofing spray. For our wet waxed organic backpacks, use our fluorocarbon-free Reproofing Wax.
Q: What's the difference between a dry waxed and wet waxed organic cotton?
A:The organic cotton canvas will be the same in both, but the finish will be different. Both finishes have a similar waterproofing level.
Dry waxed organic cotton provides a more rigid finish with a solid colour. It doesn't 'crack' and, as the name suggests, is dry. This means you won't really notice the finish on the product when you touch it. You generally spray a dry wax onto products, eg. with our eco-reproofing spray
Wet waxed organic cotton provides a more vintage finish, giving the product a more 'aged' look which will develop over time. It slightly softens the colour and 'cracks' revealing more tones/creases in the organic canvas. It's called a 'Wet Wax' because there is a slight waxy texture if you were to run the fabric between your fingers. It generally doesn't transfer to anything and is more noticeable in warmer weather. You generally rub the wet wax on the product - for instance with our Eco Reproofing Wax.
Q: How do I wash and care for my wool and merino products?
A: Looking after your wool items properly is key to their longevity. We advise to wash your wool products on a low 30 degree and gentle spin/wool cycle. Lay the product flat to dry, away from any direct heat.
Q: Where are your products made?
A: We make all our supplies slowly in small batches. Mainly in Britain. Often using traditional analogue processes, with waste designed out and sustainability stitched in, and only the finest natural, organic and recycled ingredients. Some items may be made further away and will be well labelled on the product page.