General FAQs

Our backpacks are made to order, so yours will usually be ready to ship in 2 to 5 business days.

We’re based in Cornwall and deliver worldwide.

Import duties and taxes on orders outside the UK are paid by the customer 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 14 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.

Of course. Return it within 30 days and we’ll post the new one out free of charge within the UK. 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, order number and whether you’d like a refund or exchange.

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

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. Every backpack comes with free lifetime repairs for manufacturing defects. If a repair isn’t possible, we’ll replace it with an equivalent backpack. 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.