Refund policy
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.
Wrong size?
Nothing quite beats trying something on. If it isn’t right, send it back within the same 14 days for a refund and place a new order for the size you need. Our Size Guide will help you get it right first time.
How to send something back
Get in touch first at hello@thelevelcollective.co.uk, then send your item with a note stating your name and order number.
Backpacks: The Level Collective, c/o Taylor Kent & Co, The Boathouse, Newnham Bridge, Tenbury Wells, WR15 8JA
T-shirts: The Level Collective, c/o Shirt Monkey (Eness Ltd), Unit 2-14 Premier Park, Off Road 1, Winsford, Cheshire CW7 3PH
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.
Still got a question? Get in touch at hello@thelevelcollective.co.uk