FREQUENTLY ASKED QUESTIONS

  • PRODUCT
    • how do you source your products?

        We hand pick each item from specialized vintage suppliers in Europe.

    • When are new items made available?
    • what condition are the items in?

        We aim to source and stock items to a high basic standard, but of course there are always variations in wear and condition. Therefore we check each piece and make a note of the overall condition or specific notes, in the description of each product.

    • can i get more information about an item?

        If you need more infomration, such as additional measurements or images, of an item before you purchase, you can always get in touch with us via our contact form, or via the chat icon in the lower corner of the site.

    • will you restock a certain item?

        It is difficult to find items that are identical to what has previously sold, due to the unique nature of vintage, but we always try to keep a consistent range. However, if there is something you missed out on, which you would like to see more of, you can send us a wishlist suggestion via our contact form.

    • Do I need to wash or repair my purchase before use?

        We hygienise and clean items depending on their condition and wash care guidelines and treat obvious marks or damages before listing. Cleaning is done either in house, using sustainable products from EcoX, or via an external dry cleaner. If you feel that you want to wash an item once you receive it, please feel free to contact us for guidance on how to care for your purchase.

  • SIZING
    • how does your sizing system work?

        Because vintage clothing varies in sizing by brand, era and style, we have created a "best fit" sizing system which gives the approximate size of each item, roughly split between two standard sizings. These "best fit" recommendations are show alongside equivalent modern sizings, from various countries, in our size guide and should be used as a guideline only.

    • How do i find my size?

        You can use our size guide to find the "best fit" size which is equivalent to your usual size. This will help you browse the site for items within a size range which could work for you. We recommend that you always use the garment measurements, provided in the product description of each item, to get a specific idea about fit.

    • What size is the item i am interested in?

        You can find the specific centimeter measurements of key fitting points for each garment, in the product description. This is the most accurate way to know the size of each piece

        Instead of dispaying the original marked size of each item we instead display our recommended "best fit", to help guide your browsing of our selection. This info is also available in the product description, along with the equivalent modern sizing standards from other countries.

    • How do i measure an item?

        We have outlined exactly how we take each measurement for our pieces, in our measurement guide. By following this guide, you can accurately compare the measurements of our items with similar pieces you already own, to help get the perfect fit.

    • can i get additional measurements?

        You are always welcome to request extra measurements of any item you see online. Just get in touch with us via the contact link in the product description, or via the chat in the lower corner of the site.

  • PAYMENT
    • what payment methods do you accept?

        We accept most major cards, including Visa, Mastercard, Maestro and American Express from all countries, as well as Applepay.

    • can i pay with paypal?

        Unfortunately due to the high cost of this service for merchants, we cannot accept payments via PayPal.

    • What should i do if my payment method isn't working?

        If your payment method isn't working at checkout, please get in touch and we may be able to assist or advise you.

  • SHIPPING
    • Where do you ship from?

        The Level ships worldwide from Portugal (Europe).

    • Where do you ship to?

        We ship to almost all world destinations, with a few exceptions that are out of our control. If you have any doubt whether your contry is included in our shipping zones, please get in touch.

    • How much does shipping cost?

        Standard shipping is free to Portugal and Germany. Customers in the E.U. who spend over €150 (excluding Scandinavia) also qualify for free standard shipping. Rates for other destinations are automatically calculated at checkout and vary depending on order weight and the delivery location.

    • When do you ship orders?

        We aim for next day dispatch on all orders, Monday to Friday. We don't ship on national holidays or if we are otherwise out of office and unable to fulfill orders, which we usually notify via the site banner and IG.

    • What shipping methods do you use?

        We ship via DHL Parcel and DHL Express, depending on the service available and/or option selected at checkout.

    • will there be extra fees after shipping?

        There may be extra costs assosciated with your order, if it is shipped outside of the EU.

        We are not responsible for any extra duties, customs fees, import charges, taxes or tariffs which occur after the item is shipped.

        UK customers please be aware that your order will be subject to VAT and customs fees since the U.K's exit from the EU.

        All additional shipping and processing fees incurred by our courier as the result of a refused or uncollected shipment, will be paid by the customer and will be deducted from the refundable value of the order.

    • What if something happens to my order during shipment?

        Once an item is shipped we are not responsible if the item is lost, damaged or stolen. However, we recommend that you get in touch with us if you have any issues and we can try to help to resolve the issue with the courier.

  • ORDERS
    • can i cancel my order?

        You may cancel an order between placement and shipping, for a full refund. To initiate a cancellation, you must contact us including the words ‘Order Cancellation’ and the order number. The quicker you notify us that you want to cancel your order, the better we can avoid unnecessary shipping.

    • how do i track my order?

        You will be sent your tracking link from us via email, when your order is fulfilled. You can then track your items via the couriers own tracking system. Normally the courier will also send their own tracking status updates seperately, via email or text message.

  • RETURNS
    • do you accept returns?

        We accept returns requesteds within 14 days of delivery.

        You can see our complete terms and conditions via this link

    • how can i return an item?

        To initiate a return simply contact us, including the word ‘Return’ in the subject along with the order number and references for the items that you wish to return.

    • Where do I return my item?

        After we receive your return request, we will provide you with the return address.

    • how long does the return process take?

        The speed of the return process depends mostly on the return shipping service you choose to return the items to us. We always recommend using a fast service with tracking or insurance.

        If you are returning an item from outside the E.U., it can take around 40 days for an item to clear Portuguese customs. Unfortunately we have no control over the duration of this process.

        Once the items are with us we normally process the return same or next day. Funds can take up to 10 days to appear back in your account.

    • how should i send my return?

        We recommend shipping all returned items with trackable/insured shipping. You must send an official proof of shipping, such as a tracking number, postmark or receipt, dated within 14 days of the receipt of goods. This is a requirement for the return to be accepted.

    • are there any items i can't return?

        Customised or intimate items are not returnable. This will be indicated in the item description before purchase.

  • CONTACT
    • how can I get in touch with you?

        You can get in touch with us via our contact form or chat with us directly, using the chat bubble in the corner of the site or via IG DMs.

    • do you have a physical store?

        Our main focus at the moment is online, so unfortunately we do not have any physical location where we can receive customers.

  • TERMS & CONDITIONS
    • where can i find your full returns policy?

        You can see our complete terms and conditions via this link.

    • where can i find your full shipping policy?

        You can see our complete terms and conditions via this link.

    • where can i find your full terms and conditions?

        You can see our complete terms and conditions via this link.

    • where can i find your full privacy policy?

        You can see our complete privacy policy via this link.