FAQs

We want you to be completely satisfied with your purchase at Levi's®, but we are happy to accept a return of the item (s) within 28 days of the date of purchase.

• - In order to be credited with the value of the order, make sure that you return the items within the deadline described in the return note inside your order.
• - If any of the items ordered shows severe damage at the time of the delivery, you should report that fact to the shipping company (immediately) and contact our Client Support service through our support chat or email.
• - The items may not be damaged or show signs of use. The labels (as originally placed at the factory) may not be removed. These serve as a warranty to the client and the brand.*

*Due to hygiene reasons, we do not accept returns for underwear and socks.

Items purchased online at Levi.pt may be returned at any Levi’s® Store, in Portugal. See STORE LOCATOR.

To return items purchased in retail stores: at this moment items purchased at a physical Levi's® store, whether if it is a reseller, outlet or multibrand store, may not be returned through our online purchase system.

Your refund should be credited in your bank account after having received the items, within 8-14 business days. The promptness of the refund depends on the issuing bank, and is outside our control. For more information, please contact your bank.

If your order was paid at a PayShop affiliated store, you will only be able to return your order by contacting Customer Support in advance.

There is also the possibility in a physical store to choose to issue a voucher that can only be used in a store (valid for 6 months from the time it is issued), however from the moment it is issued, cannot be reversed.

If an item shows manufacturing defects or flaws in the quality of the material, you should contact us as soon as possible by email or telephone. You have 28 days after the purchase to return the purchased item. This situation applies only on situations of normal use and not abusive use, or accidental damage.

Before contacting Client Support, we request that you have the order number with you – you will be able to know the order number if you access your account at Levi.pt.

Obviously, we will need you to describe the damage or flaw on the item to be able to help.

Before the shipping goes to the distribution phase, you will receive a notice with the estimated date of delivery, and you will be able to make the following changes to your delivery:

• - Redirect to a Service Point;
• - Change the delivery date;
• - Change the address;
• - Deliver to a neighbour.

If it is already being distributed and you cannot be present at the time of the delivery, the shipping will be placed in the Service Point closest to your address and you have 10 days to collect it. You will receive an email with this information.

Most of the orders are processed immediately after clicking on “Fulfil My Order”. After the confirmation of the payment method and the delivery address, we will make sure that we have all the items in stock.

As soon as your order is shipped, you will be informed by email.

Please read our SHIPPING POLICY and PAYMENT POLICY.

After selecting the item, you wish to purchase, please click on “My Cart” to start the check-out process. Once these, you will see a field to insert the PROMOTION CODE. Please insert the code as it is (respecting caps) and then, click on APPLY.

You will only be able to use one promotion code per order. Please note that it will not be possible to accept and apply the promotion code if you have already submitted your order.

We will always protect the integrity of our brand and our products. That is why Levi Strauss & Co®. does everything at its reach to impose respect for the trademark and industrial property rights to prevent the sale of counterfeits that may bear our brand or design. However, we are aware that there are counterfeit Levi’s ® products in the market. To avoid the purchase of counterfeit products, we recommend that you purchase your jeans only at Levi.pt or at an authorised Levi’s® store.

The features of the counterfeit items may vary according to the item, but there are two exclusive features that you will only find in genuine items:

1. The Tab Device (also known as red tag, except for special collections where the colour varies) in the back-right pocket.

2. The Arcuate Stitching Design (or the stitches with double arches) that decorate the back pockets.

Sometimes, orders are cancelled. This generally happens for one of the following reasons:

• - Items out of stock;
• - Issues with processing payment information;
• - Issues with the delivery address;
• - Duplicate orders.

If your order is cancelled, you will receive an email explaining all the details. Obviously, cancellations incur no charges.

Having your own Levi’s® account enables you to save your payment and shipping information and helps you track your order processing. As well as saving your purchase history, it is easier for you to reorder your favourite items. (Obviously, all the information you insert in your account profile is strictly confidential, according to our PRIVACY POLICY).

Do not forget to subscribe our newsletter! We will send special offers, gift ideas, as well as the preview of new collections, items, and other news.

Europe has introduced new requirements to authenticate online payments as part of the second Payment Services Directive (PSD2).

The strong client authentication (SCA) is a new requirement from the European regulation to reduce fraud and make online payments more secure. The requirement assures that electronic payments are executed with a multifactor authentication to increase the security of electronic payments.

This requirement adds an extra step, only for eligible transactions, after the checkout where the card holder is requested by the bank to supply additional information to conclude a payment (for example, a single code sent to the telephone or fingerprint authentication through your mobile banking app).

For further details, contact your bank.

We take safety very seriously, so we take all the reasonable measures to protect your information. All the confidential data, including payment information, is encrypted and transmitted by protected networks with the SSL security protocol (Secure Socket Layer) used by the whole industry.

In case there are any unauthorised debits in your credit card following purchased at Levi.pt, you should immediately alert your banking institution, according to the rules and procedures that regulate the use of your credit card.

We take security very seriously and that is why all data is transmitted using SSL (Secure Socket Layer) transmission. Only CES (Comércio Eletrónico Seguro) transactions are accepted with Visa and Mastercard payments. After verifying that your card is in the CES system, the system will contact the card issuing entity so that the buyer can make the purchase. After the bank confirms the authenticity of the card and the user, the debit will be made from the card. Otherwise, the request will be cancelled.

Your information about the payment will always be secure.

• - Do not download any attachments;
• - Do not click on the links;
• - Delete the sms or email received;
• - Warn the authorities.

If you have any doubt, please contact the support centre.

If the mailing address does not finish with: @dhlparcel.pt; @dhl.com; @gng.pt; @levi.pt, then probably it’s a a deceptive email. But be aware that the email address may be changed or hidden.

Read the email with attention, because frequently, a fake email contains grammar or spelling mistakes easily detected.

If the email of the sender is different than the email that appears when you click the button “reply”, it is deceptive.

- Orders are dispatched from Monday to Friday, excluding bank holidays.

- On all the deliveries, the signature of the person that receives the order will be required. This process has been created to assure that you will effectively receive your order(s).

When you insert the invoicing address details during the payment process, you will have the option to insert a different shipping address, in the same country.

Please note that we reserve the right to contact you to obtain additional information in case you supply a different address for shipping and invoicing.

Most of the orders start with the order processing as soon as the online purchase is completed. Your order will be sent as soon as the items are in stock, the payment is approved, and the shipping address is verified. As soon as your order is shipped, we will notify you by email. Please note that business days run from Monday to Friday, excluding official bank holidays.

If you cannot be present at the time of the delivery, the shipment will be placed at the Service Point closest to your address and you will have 10 days to collect it. You will receive an email with this information. If you do not collect it the 10 following days, the order will be returned to the sender.

There are some ways to be able to earn and accumulate coins, for example, through your registration, completing your profile for the first time and also associating your purchases at participating stores or on Levi.pt orders.

The more you spend. more coins you will win:

• - 10 coins for every 1€ in purchases.*

* Effective since 22/06/2023.

On your birthday, we offer you 1000 coins. If you return a purchase where you have won coins, they will be automatically withdrawn from your account. Coins can take up to 24 hours to become available in your wallet.

You can exchange your coins for vouchers directly on your Levi's® 247 App or Levi.pt. These vouchers are valid for 7 days and can be used for purchases at any Levi's® Store in Portugal, including Fashion Outlet stores and online orders here on the Levi's® 247 App or on the Levi.pt website.

You can only use one voucher per purchase.

Does not accumulate with other promotions.

The table below shows the number of coins needed to exchange for vouchers. After exchanging your coins, these will be deducted from your coin balance.