How to Shop

1. Ordering

First-Time Users

For your security, first-time orders can only be shipped to the cardholder's billing address or to a corporate work address, which we are able to verify independently. To avoid delays on your order, please ensure that your billing address matches the address on your card statement and that the cardholder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.

Registered Users

If you are a returning customer and have an account on our website, please sign in using your email address and password, and you will be taken directly to the first Checkout tab.

How to Make a Purchase

Shopping on is easy: If you know what you are looking for, click on specific category links, such as the “Shoes,” “Sandals,” and “Booties” sections. Once you have found an item, select your size and colour, then click on “Add to Bag.” You may review the items in your shopping bag by selecting the “Shopping Bag” icon at the top of the page. You may edit product details (colour, sizes and quantities), remove products or add products to your Closet on the Shopping Bag page. Finally, click on “Checkout” to complete your order.

How to Make a Pre-Order Purchase

Items on pre-order may be purchased before they arrive in our boutiques. These products will be delivered to your preferred address as soon as they are available. Items on pre-order will be listed, along with their expected shipping date, on the Checkout page. If your order includes both products that are in stock and pre-order items, your purchases will be shipped together on the latest expected date. You will receive a confirmation email as soon as we ship your order.

Billing & Shipping

Enter your billing information as it appears on your credit card statement. Your credit card will not be accepted without the appropriate billing address and telephone number. If you are a returning customer, your billing address will automatically appear on the Billing & Shipping page. If the shipping address is different from the billing address, please enter the address to which you would like your order shipped.

Payment Information

At this time, you must verify that your address information is accurate, review your order, enter your payment method and click “Continue Checkout.” For more information on payments, click here.

Purchase Summary

After you have filled in your billing details, you will be able to view your Order Summary, which will list the items in your order as well as the total cost. Click on “Submit Order” to complete your purchase.

Order Confirmation

Once the checkout is completed, you will be led to your Order Confirmation page where you will find details on your order, including billing and shipping address, shipping and selected payment methods, a summary of your order and the total amount. You will also receive an order confirmation email with your order number, which you can use to track the progress of your shipment in the My Account section. Once your item or items have been shipped, you will receive a shipping confirmation email with details on the item or items that have been dispatched. Please note that if you order more than one product, you may receive your purchases in separate shipments, depending on stock availability.

Sizing Information 

Please refer to the fit details in the product description and the sizing chart on each product page to help you choose the best size. If you are not satisfied with the size of your purchase, you may return your item and order a different size. Please visit the Returns & Refunds section under Customer Care for more information. 

2. Changing or Cancelling an Order 

Under the Consumer Protection Distance Selling Regulations 2000 (DSRs), customers based in the EU have the right to cancel their order as long as they provide a written notice within 7 working days of receiving their items. For contact information, click here, or write to Customer Care at the address below.

The Level Group S.R.L.

Order Cancellation

Piazza Arcole, 4

20143, Milan, Italy

On receipt of your cancellation notice, our Customer Care team will send you a Return Authorisation Number (RAN) via email. Please enter this number on the Returns Proforma Invoice enclosed in your order and complete the form. Include the Returns Proforma Invoice with your return so we can process your refund promptly. If you have misplaced your Return Proforma Invoice, you may download a new one by clicking on the link found in the Return Authorisation email from Customer Care. You may also download it here

We recommend that you insure the return shipment as you are responsible and liable for any damage the item or items may receive before they arrive at our warehouse. We also recommend that you use a secure, trackable means of shipping to make your return.

Alternatively, you may prefer to return items using our free returns collection service. Please visit the Returns & Refunds section under Customer Care for more details.

3. Valid Payment Methods

Payment for all items can be made by credit card. We accept payments via:



Cash on Delivery (C.O.D.) is only available in the EU and in Andorra, Liechtenstein, Monaco, Norway, San Marino, Switzerland and Vatican City with an additional cost. You must have the exact amount in cash to pay for your order at the time of delivery. Payment by cheque is not accepted, and the courier cannot provide change. To request a refund when you have opted for C.O.D., you will need a bank account as refunds can only be issued through wire transfer.

Important Notice: In accordance with Italian and French laws, C.O.D. payments for deliveries to Italy cannot exceed €2.999,99, and C.O.D. payments for deliveries to France cannot exceed €750,00.