These Terms and Conditions apply to your purchase on our Website and on our Levi’s® mobile app, when available (individually and collectively, the “Website”) with Levi Strauss & Co. Europe BV, a company organized and existing under the laws of Belgium, with offices at Airport Plaza – Rio Building, Leonardo Da Vincilaan 19, 1831 DIEGEM, BELGIUM registered at the Commercial Registry under number BE 0424.656.991.
ACCEPTANCE OF THE TERMS AND CONDITIONS AND OTHER TERMS
These Terms and Conditions apply to your purchase on the Website. We also have a Privacy Policy, a Cookies Policy, Website Terms of Use and may have other terms, legal notices and conditions applicable to your purchase on the Website, incorporated herein by reference, and shall, together with the Consumers’ Terms and Conditions be a contractual agreement (“the Terms and Conditions”) between Levi Strauss & Co. Europe BV ("us", "we", "our" and any similar expression thereto) and you.
You must accept the Terms and Conditions, in full, before purchasing on this Website. You can accept them in two ways:
(1)if you are Guest by clicking to “accept” or “agree” to the Terms and Conditions, where this option is presented or made available to you, and
(2) If you are a registered customer, by actually using the Website.
BY VISITING OR BY ANY OTHER USE OF THE WEBSITE, YOU AGREE TO HAVE READ, UNDERSTOOD AND ACCEPTED THE TERMS IN FULL.
Except as otherwise provided, the Terms and Conditions are subject to change at any time and your continued visit on the Website after any change(s) have been implemented constitutes acceptance by you of such change(s).
If you experience any difficulty in understanding these Terms and Conditions, or if you do not agree with the contents thereof, we request that you contact our Customer Services.
SHIPPING
We deliver to your country of residence or the countries with an ecommerce address providing that you have a delivery address in such country.
We have order amount threshold to get free shipping that you can find on the Help section and also always on the top of the screen page. We use an insured delivery service and aim to have your order with you within an average of five working days, depending on the country and chosen delivery option.
Click here for more information on Shipping.
RETURNS
Returning an item is easy: In your parcel, you will find outlined instructions on how to return the product free of charge. You have the right to withdraw from the contract in accordance with the statutory provisions for 14 days after you received the product (please refer to the box below). Moreover, we will replace or refund any item returned within 28 calendar days from the delivery date ("Return Days"). These 28 days deadline include the statutory withdrawal period.
Both of these rights apply in addition to statutory warranty claims for the purchase of defective goods and do not restrict them.
WITHDRAWAL INSTRUCTIONS Right of withdrawal You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire 14 days from the day on which you or a third party named by you, who is not the carrier, have taken physical possession of the last goods. However, this right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if their seal has been removed after delivery. How to exercise your right of withdrawal? To exercise the right of withdrawal, you must inform us, [LEVI STRAUSS GERMANY GMBH, LUDWIGSTRASSE 180 A, 63067 Offenbach, Germany] or LEVI STRAUSS & CO. EUROPE BV, Airport Plaza – Rio Building, Leonardo Da Vincilaan 19, 1831 DIEGEM, BELGIUM [KC1] [JT2] , e-mail ECustomerService@levi.com, phone number 00800 53847 501, of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached model withdrawal form for this purpose, but it is not obligatory. Effects of withdrawal If you withdraw from this contract, we shall reimburse you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. We bear the cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. |
END OF WITHDRAWAL INSTRUCTIONS (If you wish to withdraw from the contract, please fill in this form and send it back).
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AFTER 14 DAYS: VOLUNTARY RIGHT OF RETURN
After the 14 days withdrawal period, we grant you an additional 14 days contractual right to return the products. If you chose to return your order during these 14 days, we ask that you follow the instructions below.
Click here for more information on Returns.[add in the FAQ a section on right of withdrawal and copy paste the paragraph above on withdrawal]
Rules & Restrictions that apply after the 14 days withdrawal period has passed
- To receive credit, make sure to return items within the Return Days period.
- You must include the return portion of the original packing slip. Please retain the original copy of your delivery note for your records. If you have lost such packing slip, you can go on the Help section and download it.
- If there is extensive damage to an item upon delivery, contact Customer Service on 00800 53847 501.
- You can expect a refund in the same form of payment originally used for the purchase within five to ten working days of receipt of the item(s) to the warehouse.
- If an item is returned that does not comply with this Return Policy, we will send the item back to you and not refund you. This includes any items that are returned outside the Return Days period
In-store: purchases and returns
- Right now, items purchased from a Levi's® retail or outlet store, or department store cannot be returned by mail to our online store. Items purchased from our online store may be returned to a selected Levi's® retail store, as stated below.
Returns Instructions that apply after the 14 days withdrawal period has passed
You have two options for returning your items. Please note that Option 2 is currently available only in some countries and for selected Levi's® stores. We're working on this implementation and will update this section on a rolling basis.
Option 1: Mail it back to us
- For convenient return processing, you will find in your parcel a pre-paid, pre-addressed label for your return package.
- Pack the item(s) securely in the original product packaging, if possible.
- If you return the products after the 14 days statutory withdrawal period, all returned products must be in the same condition as you received them (unworn, unwashed, with all product labels and undamaged hang tags attached). Please include all return paperwork, parts, and accessories. All promotional offers (for instance, “buy 2 get 3”) must be returned in their entirety.
- Complete the return reason questionnaire (please note that a justification is not mandatory) on the packing slip and include the slip in the return package and follow the instructions on the parcel.
- In case of questions, call our Customer Service on 00800 53847 501. Remember to retain your Order invoice with your Order number.
As soon as we have received your return, we will notify you by email and proceed with the return check and validation. Once it has been approved, you can expect your refund to be credited within the next 5-10 working days. Please note that refund times are dictated by the issuing bank, credit card company or payment provider (e.g. Paypal) and are outside our control. Note that refund process will only start when the product is received at the warehouse; we cannot process a refund if at the same time you have requested a charge back from your credit card company, your bank or your payment provider. This is required to avoid any fraud.
Please use your return slip. If you have misplaced your return slip, did not receive one, or would like to send in your package without the pre-paid label, please send return items to the following address:
Arvato SCS SE
Marler Str. 181
46282 Dorsten
Germany
If you do not use our preferred carrier to return our products, you can choose to return the goods at your own expense. In this case, we advise that you obtain a proof of postage certificate. Please make sure to include all items in the original packaging.
If you experience issues with your returns (e.g. you have returned the product but we have not received it, so you have not been refunded), we will provide you with a return declaration from and will require you to fill it up, sign and send it back to us in order to start an investigation on your return and speed up your refund.
Option 2: Bring it into one of our Levi’s® retail stores
(only in selected countries – click here to find out if this option is available in your country)
- Items purchased on-line cannot be returned to any of our Levi’s® outlet stores or to a department store.
- Visit our website to find a store near you and check store hours and address information.
- All standard Rules & Restrictions apply. All promotional-based purchases must be returned in their entirety; e.g. "buy one get one free". All returned items are inspected before a refund is made and must be returned in original condition, to ensure applicable credit.
- Refunds are made back to the original form of payment or to an e-gift card which is sent via an email and usable in all participating Levi’s® retail stores. Refunds made back to the original form of payment may take 5 to 10 days to process. Please note that refund times are dictated by the issuing bank, credit card company or payment provider (e.g. Paypal) and are outside our control. Refunds made to an e-gift card can be used immediately and has no expiration date.
- In case of questions, call our Customer Service on 00800 53847 501. Remember to retain your Order invoice with your Order number. Once the return has been processed in one of our Levi’s® retail stores, you will receive an email confirming this.
Damages or faulty products
The following is without prejudice to and does not limit your statutory warranty claims for the purchase of defective goods.
If you received an item which is damaged or defective upon arrival, please fill-in the return form and follow the return process; in case of questions, call Customer Service on 00800 53847 501.
If your product proves to be defective in workmanship or materials in normal wear (excluding stains), please call Customer Service. This does not apply to fair wear and tear, misuse, accidental damage or where you decide you no longer want the item.
Before you call, please have your order number available. If you do not know your order number, please visit Your Account page to find the number in ‘My Orders‘ or previous e-mail communication. In addition, please be prepared with a detailed description of the damage or defect before contacting us.
[KC1]We would prefer to add the BE address but if we must give a german address then ok to indicate the address of LS Germany
[JT2]The BE address is fine, it must be declared to the contractual partner and in accordance with your terms the responsible entity for concluding contracts is the BV.
DELIVERY
Delivery Service & Charges
Our delivery options and charges vary by country and will be detailed on the Help or Shipping sections or your Order recap. We use an insured delivery service and aim to have your order with you within five working days.
Rules and restrictions:
- Orders are shipped Monday to Friday, excluding bank holidays.
- All expedited orders require a correct street address, and ZIP code if applicable.
- All orders will also require a signature upon receipt. This process has been put in place to ensure you receive the goods that you have ordered.
Where We Deliver
We deliver to the majority of the European countries and we constantly expand to more. Please refer to the levi.com page for more details.
Order Processing Time
Most orders begin the order process as soon as your online purchase is completed. Your order will be shipped once your payment is approved and your products are in stock, , and the receiving address is verified. As soon as your order is dispatched, you will be notified by email. Please note that business days are Monday to Friday, excluding bank holidays.
After your order leaves our warehouse, delivery times vary according to the chosen shipping option or the location of your shipping address.To track your order, log into Your Account or refer to your order shipping confirmation e-mail containing your tracking number.
Delivery to a Different Address
When you enter your billing address details during the checkout process, you will be given the option to enter a different delivery address in the same country. If you intend to purchase product for delivery to an address outside of your country of residence, you should visit that country specific website. Please note that we reserve the right to contact you for further information, if you give a different delivery address to the billing address.Contact with the parcel delivery company will be directly performed with you in local language and outside our control.
What happens if you deliver when I'm out?
Please refer to the Help section on the website of your country, and follow the link of your parcel delivery company.
PAYMENT
Pricing Policy
All prices shown are inclusive of VAT and exclusive of delivery costs. Products which are offered in-store might not be offered online and vice-versa. From time to time, we may offer prices or additional discounts for purchases made online that are different from in-store.
Methods of Payment
We accept most major debit and credit cards and also local payment methods. We also accept PayPal and other payment service providers, depding on the country of residence. We don't accept cash, cheques, store gift vouchers, or telephone orders.
If you are concerned about whether your purchase in our online shop is secure, please be assured that we use systems and software to protect your purchase (as detailed in the Payment Security Section).
Important Information about Payment:
- Credit Cards are not charged until order items are shipped.
- All card holders are subject to validation by both us and the card issuer, to ensure payment security and prevent fraud.
Please note that we reserve the right to contact you for further information, if there is an issue with your payment.
Payment Security
We take security very seriously, so your personal details will be protected. We use the industry standard encryption protocol known as Secure Socket layer (SSL) and other reasonable measures to protect your information from unauthorized use or disclosure. All the confidential data like payment information is encrypted and transmitted through a secure channel using SSL encryption.
Should any unauthorized charges appear on your credit card or payment provider as a result of shopping with us, you must notify your credit card provider in accordance with its reporting rules and procedures.
Please note that we never ask a customer to confirm any account or credit card details via email. If you receive an email claiming to be from Levi's® asking you to do so, do not respond and send us an e-mail.
ApplePay
ApplePay is a secure wallet that works with many participating national credit and debit card issuing banks and with specific supported Apple devices. Simply, add supported bank cards to your Apple wallet and depending on your Apple device and features activated, you can make a purchase by entering your chosen pass code, touch ID or face recognition. When choosing ApplePay it is not possible to select a 'collection point or parcel stations'.
PayPal
PayPal is an alternate method for purchasing product on our site. It enables any individual or business with an e-mail address to securely send payments online. With a PayPal account, you can choose to pay with your credit card, debit card, bank account, or PayPal account balance for any purchase you make. Note that if you use Checkout with PayPal, your delivery address should be updated according to shipping address information you detailed on levi.com. Your credit card and bank numbers are never seen by the seller or merchant.
YOUR ORDER
Order Status
After clicking on “Place an order”, you will receive an email from us confirming that we have received your order. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms that the item is on its way (the "Order Shipping Confirmation"). The acceptance will only relate to those items whose dispatch we have confirmed in the Order Shipping Confirmation.
Check the status of your most recent orders by visiting Your Account or follow the link provide in your e-mail.
When you click on Log in, you will be prompted to enter your e-mail address and password. An order summary page will provide you with detailed information about your current order or past orders.
Please note: order information may not appear in your order history for up to 1 hour after you place your order.
The following list of status messages and their meanings will help you to understand what's going on with your order.
- In Progress: Your order has been submitted and the information you entered during checkout is being processed. All orders are subject to availability. If an item is unavailable after the order is made, you will be contacted.
- Dispatched: The items have shipped from our warehouse and are on their way to the shipping destination indicated by you during checkout.
- Cancelled: If an error occurs during payment or order processing, it first goes into suspension while we attempt to reach you for verification, and then it is cancelled. Once an order is cancelled, it cannot be processed; you have not been charged for the order. You will need to re-place the order on our website.
- Returned: If you returned an item to our warehouse, this status lets you know that we have received the item.
- Refunded: Your return has been accepted and we refund the amount due within 5 to 10 working days of receiving your return. Please note that refund times are dictated by the issuing bank and are outside our control.
If you have created an account with us, we will keep a record of your order history for two years.To access and review your order, log on to our website and click on “order history”.If you do not have an account, please note that we have sent you an email containing your purchase information upon ordering, and that you may have stored this email. Alternatively, you can contact Customer Service during a two years period as from the purchase in question to request for the relevant purchase information.
Changes or Order Cancellation
We will show you an order preview screen before you finalize your transaction and place the order; you should review the information carefully and may correct any errors at that time by clicking the "Edit" button.
After you have clicked ‘Submit Order,’ your order begins to process and you cannot change your order.
If your change your mind, you will need to wait until you receive it, and then return the items that you want to change or return. Please refer to our Returns Section for more information.
Occasionally, orders or parts of an order may be cancelled by our system for various reasons. Possible reasons are:
- Item(s) not available.
- Difficulty in processing your payment information.
- Cannot ship to address provided.
- Duplicate order was placed.
- Technical issues out of our control.
If your order is cancelled, you will receive an email with cancellation explanation. You will not be billed for any cancelled items and we will not be liable for any cancellation.
YOUR ACCOUNT
Create an Account
An account offers you a safe, easy and fast way to order. You can save several addresses to make it easier to find and buy your favorite items. It also serves as a way to track your orders. To receive e-mail updates on special promotions, new product announcements, gift ideas and more, don’t forget to sign up to the newsletter!
To open an account, click on Create an Account, or when you place an order, you will be prompted to log in with your e-mail address and password.
Any details you give us are completely confidential, in accordance with our Privacy Policy, Cookie Policy and Website Terms of Use.
Forgotten Password
If you have forgotten your password, click on Log in now and then on the ‘Forgotten password’ link and we'll email you a new one straight away.
Change Information
It's easy to change your account information online, at any time. Simply click on Log in now to access your account. If you have forgotten your password, click on the ‘Forgotten password’ link and we'll email you a new one straight away.
Any details you give us are completely confidential, in accordance with our Privacy Policy and Cookie Policy.
CONTACT US
By Phone
Questions or comments?
Please call us at 00800 53847 501
We’re here to help Monday to Friday 9am until 6pm and on Saturday from 9am until 5pm, Central European time zone, subject to availability during bank holidays.
By Email
You can send an e-mail any day and we will answer as soon as possible: https://levihelp.levi.com/hc/de.
Share Feedback
https://levihelp.levi.com/hc/de.
What if you are not fully satisfied with our Services?
In first instance, please contact us via e-mail or phone and we will try to find a solution for you in the most efficient way.
If you are not completely happy, please consult: https://webgate.ec.europa.eu/odr/main/?event=main.home.show
Conformity of Products
In addition to our LS&Co. promise, please note that under European laws you as a consumer are provided with a mandatory guarantee on the goods we sell.
Out of Stock
While we make every effort to maintain an ample supply of our stock, some of our most popular products run out very quickly.
If you have more than one item in your order, we will ship you the available products and reimburse you for the non-available ones.
Product Information
Authenticity of Levi’s® products
Levi Strauss & Co. is committed to enforcing its trademark and property rights and to prevent the sale of counterfeit products bearing its trademarks or designs. However, we are aware of counterfeit Levi's® product being sold online or in unauthorised stores.
Characteristics of counterfeit products vary from case to case. Two of the most recognizable trademarks on our Levi's® jeans are:
- The Tab Device® trademark on the back pocket.
- The Arcuate Stitching Design® trademark on the back pockets. The Arcuate Stitching Design® trademark is easily recognized as the ‘double arcs’ displayed on each side of the back pocket.
In order to avoid the possibility of purchasing counterfeit jeans, we suggest you purchase our products from an authorised Levi's® dealers https://www.levi.com/store-finder/store-directory or at eu.levi.com and eu.dockers.com.
Changes to these Terms and Conditions
We have the right to change the terms of these Terms and Conditions. If you order with us please always make sure to review the most updated version.
Website Terms of Use
The Website Terms of Use apply to your use of this website. To consult the Website Terms of Use, click here.
Third Party Links
Creating or maintaining any link from another website to any page of this website without our prior written permission is prohibited. Running or displaying this website or any information or material displayed on this website in frames or through similar means on another website without our prior written permission is prohibited. Any permitted links to the website must comply will all applicable laws, statutes, rules and regulations.
From time to time, you may find on our website a link to other websites that are not owned, operated or controlled by us our trusted business partners. All such links are provided solely as a convenience to you.
Privacy Policy
Levi Strauss & Co. (LS&CO) and our affiliated companies are deeply committed to the relationship of trust we have with you - our consumers. For more than 155 years we have been creating authentic products by leading with our values. As we continue to innovate in how we bring our products to life online, we'll match cutting-edge technology with your privacy interests.
To view Levi Straus & Co.’s Privacy Policy, click here.
For more information about our policies and practices with respect to use of cookies and browsing information, click here to visit our Cookie Policy.