FAQs
RETURNS
How do I return my order from Levi.pt?
- 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.
How and when will I be able to receive my refund?
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.
What is your return policy?
You have 28 days to return the items purchased. 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. Returns are free, except for collections in the Islands, which will have an extra cost. For further information, please read our RETURN POLICY.
What if my order is damaged?
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.
How can I exchange a gift that I received?
You just need to go to your Levi's® Store with the gift receipt and exchange. You can only choose other article. This process needs to be made at one of our Levi’s® stores, you can find them at the store locator. Returns are not accepted.
SHIPPING
I am concerned about the pandemic Covid-19. What type of care does Levi’s® have in the preparation and transportation of my order?
Levi’s® worries about you, about your health and the health of its employees. Therefore, all the sanitising and safety measures recommended by the Directorate-General for Health and WHO are being taken when preparing your order. Our partners responsible for shipping the order also assure the greatest care in the process. You may verify it by checking DHL’s website.
Which countries do you ship to and how much are the shipping fees?
We ship to Mainland Portugal and the Islands.
In Mainland Portugal, for purchase amounts below €49.99, shipping fees have a set cost of €4.66. Above this amount, all shipping is free of charge.
In the Islands shipping fees have a set cost of €31.30.
Help me! I cannot be present to receive the order. What should I do?
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.
Can I buy a gift at Levi.pt?
Now, you can order at Levi.pt, ask to deliver at the address of the person to whom you are offering, and we will send a gift receipt along with the order.
For that, you just need to select the option “buy to offer” at the checkout
How can I exchange a gift that I received?
You just need to go to your Levi's® Store with the gift receipt and exchange. You can only choose other article. This process needs to be made at one of our Levi’s® stores, you can find them at the store locator. Returns are not accepted.
ABOUT YOUR ORDER
When will the order be processed?
As soon as your order is shipped, you will be informed by email.
Please read our SHIPPING POLICY and PAYMENT POLICY.
Why am I not able to add an item to my cart?
If you cannot add an item to your shopping cart, this means the item is not in stock. You may return later to check if it is already available.
What if my items are not in stock online?
Please try again after a few days. We restock frequently.
How can I use a promotion code?
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.
How can I tell that my Levi’s® jeans are authentic?
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.
Can I cancel my order?
Now, we do not authorise online cancellations.
Why was my order cancelled?
- 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.
YOUR ACCOUNT
How can I change my account information?
Making changes to your account is easy. You only have to LOGIN and edit your information.
How can I create an account on Levi.pt?
Creating your Levi’s® account is amazingly simple. You only have to CLICK HERE TO REGISTER.
I forgot my password. What can I do?
If you forget your password, do not worry! We can help RESET IT BY EMAIL.
All the information on your profile is confidential, according to our PRIVACY POLICY.
What are the benefits of having an account at Levi.pt?
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.
PAYMENT
Which types of payment are accepted on Levi.pt?
We accept payments using an ATM reference (Multibanco), MBWay, Visa, Mastercard and Paypal.
We do not accept cash, bank cheques, vouchers from another brand or phone orders.
What is 3D Secure?
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.
Is my payment information secure?
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.
PRIVACY AND SECURITY
What is the Privacy Policy at Levi.pt?
Click HERE to read the Privacy Policy.
How does Levi.pt use cookies?
Click HERE to read about the Use of Cookies.
How does Levi.pt assure secure online shopping?
Your information about the payment will always be secure.
How does Levi.pt use the information collected from the clients?
Click HERE to see the information that is collected.
I received a SMS from a strange number to track my order. What should I do?
- - 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 center.
How can I know if it is deceptive email?
If the mailing adress 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 adress may be changed or hidden.
Read the email with attention, because frequently, a fake email contains gramar or spelling mistakes easily detected.
If the email of the sender is diferent than the email that appears when you click the button “reply”, is deceptive.
Rules and Restrictions
- 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).
Shipment to a different address
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.
Order processing time
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.
Issues with the Delivery
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.
Levi’s®247
What is 247?
The 247 app is a system for users registered at Live.pt to live Levi’s® to the max.
How does it work?
The more you spend. more coins you will win:
- - 10 coins for every € 1 in online purchases.
- - 11 coins for every € 1 in store purchases with your Levi's® 247 app account.
- - 9 coins for every € 1 in store purchases with your levi.pt account.
Effective since 10/27/2020.
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.
How can I use my coins?
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.
| Coins | Discount amount | Minimum purchase amount to use the voucher |
| 1000 | 5€ | 99€ |
| 2000 | 10€ | 99€ |
| 4000 | 20€ | 99€ |
| 6000 | 30€ | 99€ |
Where can I check the amount of coins I have??
In your personal area in Levi.pt, in the section MY WALLET, you can check how many coins you have accumulated.
Is there a deadline to use my coins?
The coins are valid for one year, counting on the same day they were won. If you earn the coins today, you will be able to use them until the very next year as of this day. After that time, the coins will no longer be available.
Can I use the coins while there are promotions?
You can continue to obtain coins during the sales and exchange the coins by vouchers.
The vouchers cannot be used jointly with other offers, discounts, promotions and are valid for seven days.
MORE INFORMATION?
Any other questions? Do not worry.
Get in touch via email levi.pt@gng.pt, or, if you prefer, call 808 247 247.
