A Note to Our Community

March 16, 2020

At Levi Strauss & Co., the health and safety of our employees and the communities we serve are our top priority. Because of that, effective immediately all of our Levi’s® and Levi’s® Outlet stores in the U.S. will be closed until further notice.

Levi.com and the Levi’s app are always open, but we understand shopping for jeans is probably the last thing on your mind right now. If you have questions on exchanging or returning an existing purchase, you can find more details on our FAQ page.

We’ll get through this together by being kind, keeping healthy and staying connected virtually with friends and loved ones.

Your friends at Levi’s®

FAQs:

Q: Can I continue to place orders?

A: Yes, we will remain open 24/7 online at Levi.com and the Levi’s app.

We are not able to take orders over the phone at this time, but we are happy to walk you through placing an online or app order.

 

Q: Will my order arrive on time?

A: Our carrying partners FedEx and OnTrac have made changes to their services to safely deliver your orders to your door. There may be some delays due to these changes. If you need any assistance with tracking your order, please contact our Customer Service team. 

 

Q: Can I still return or exchange items?

A: Yes.

RETURNS BY MAIL

Yes, if you are not completely happy with your item(s) purchased at Levi.com, you may return any eligible item(s) for a full refund. Use our portal to print a return shipping label or use the one included in your original package. A $7.50 fee will be deducted from your refund. Start Your Return

EXCHANGES BY MAIL

Yes, you may exchange eligible item(s) purchased on Levi.com for a different size for free using our online portal. Start Your Exchange If you have questions on exchanging or returning an existing purchase, you can find more details on our FAQ page.

RETURNS IN-STORE

If you need to return or exchange an item purchased from one of our stores or purchased from Levi.com, we assure you that we will take care of you once our stores have reopened. The return and exchange policy will be extended to accommodate any store closure time. We appreciate your patience.

 

Q: Can I still cancel or edit my order?

A: Yes.

CANCEL MY ORDER

You can cancel your order up to one hour after the order is placed. Click on the ‘cancel your order’ link on the ‘Thanks for your order’ page with your order number, select ‘Yes, continue’ to verify that you want to cancel the order, then select the cancellation reason(s), click on ‘Cancel Order’ and then you will see the order cancelled message and receive a cancellation email. Or you can call customer service immediately at +1.800.872.5384  for help with cancelling your order. 

MODIFY MY ORDER

Please customer service immediately at +1.800.872.5384 for help with adding or removing items to your order, changing the ship to address, or changing the shipping method up to one hour after the order is placed. For Afterpay orders, items can be cancelled from your order up to one hour after the order is placed; however, items cannot be added to your order and shipping method cannot be modified. 

 

Q: Why did my order get canceled?

A: Occasionally, all or part of an order will be canceled. Order cancelling usually occurs because of one of the following reasons:

If your order is canceled, you’ll receive an email explaining the details. You won’t be billed for any canceled items.

 

Q: Are Levi’s® packages safe?

A: We understand if you’re worried about receiving packages right now. But we can assure you that ordering from Levi’s® is still safe. 

That’s partly due to the traits of the novel coronavirus that causes COVID-19. The illness is mainly spread through respiratory droplets. According to the U.S. Centers for Disease Control and Prevention, “there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.” As an extra precaution, you should always wash your hands immediately after handling packages. 

We’ve taken actions on our end to ensure the safety of the Levi’s® community and employees. These include:

 Last, our carrying partners FedEx and OnTrac have made changes to their services to safely deliver your orders to your door. 

Nothing is more important than your health and that of your loved ones, and we take our responsibility to keep you safe seriously. We’ll continue to provide updates as the situation evolves. Take care of each other. 

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