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SF Express’s Suspension on To-Door Pickup and self-collection at convenience stores delivery Service of Designated Districts

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RETURN POLICY

Return and Refund Policy

1. Latest Service Arrangements under the Epidemic – Suspension of Return Services
Customer can return the product(s) purchased at Levi’s^® HK SAR Official Online Store within 14 days of receiving your purchase (counting from the first day of system’s confirmed receipt). Product(s) excluded in this policy includes but not limited to hygiene products, non-apparel product(s), inner garments, accessories, crossover/collaboration product(s), limited edition product(s) and discounted product(s) cannot be refunded or returned after the order is placed.

However, the fifth wave of COVID-19 in Hong Kong is severe. We are sorry that we cannot provide the return product collection service, while please keep the product in its original condition; with all tags and labels intact. We would contact you by email for the return collection once the service resume.
2. Return application for the product(s) purchased at Levi’s^® HK SAR Official Online Store must be addressed online. If the return application is not submitted within 14 days of your receiving your purchase (counting from the first day of system’s confirmed receipt), the system will close down the return application automatically. We do not accept returns instore. Product(s) returned for exchange must be in its original condition; with all tags and labels intact.
3. You must log into Levi’s^® HK SAR Official Online Store to apply for a return. If you check out as a “Guest”, you may not enjoy such service. We do not accept exchanges, but only refunds. For size exchange, you can apply return online and place a new order. Levi’s^® HK SAR Official Online Store printed receipt is required for any returns and refunds.
4. Product(s) return is only valid with a printed receipt at Levi’s^® HK SAR Official Online Store and you will need to pay for the postage cost of shipping the goods to our warehouse. If the delivery cost is insufficient, the warehouse has the right to refuse the return, and you will bear the additional expenses incurred. The relevant shipping cost will be deducted from the refund as requested. Only product(s) which are defective, postage cost will be paid by Levi Strauss (Hong Kong) Limited.
5. Return is not allowed for the product(s) which has been washed, used, altered or tampered.
6. In the event you have been entitled to a Gift with Purchase (GWP) in your previous order, when you return your product(s), kindly return us the GWP as well.
7. Please bring the pants that require length alteration to selected Levi’s^® Store, along with a valid shopping receipt or packing list within 3 months. Service charge: HK$20 for normal hem; HK$50 for original hem.
8. In case of any dispute, Levi Strauss (HK) Limited reserves the right of final decision.

RETURN AND REFUND INSTRUCTIONS

If you need to return the product(s), please apply a return through Levi’s^® HK SAR Official Online Store within 14 days of receiving the product(s). Please ensure the returned product(s) is under return policy standard, please follow below steps for the return application:
1. Please log in to "My Order", select order and "Request After-Sales Service" to apply return.
2. After your return application, please send the product(s) and the “Return Slip” on printed receipt within 7 days. Please use SF Express for return to below address, other third party delivery may not accept.
Address: 3/F, LiFung Centre, 2 On Ping Street, Siu Lek Yuen, Shatin, Hong Kong
Tel: 2635 5980 (This number is for Courier only)
Attn: Levi's Operations Team
3. A “Return Request Application E-mail” will be sent once we receive your application. Please fill in the tracking number on “Return Request Application Form” from the Levi’s^® return request email. You will need to cover the cost of return postage. If the delivery cost is insufficient, the warehouse has the right to refuse the return, and you will bear the additional expenses incurred. The relevant shipping cost will be deducted from the refund as requested. If the delivery order number is not submitted within the period, the system will close down the return application automatically.
4. Upon the arrival of your returned product(s) at our warehouse, we will check if the product(s) meets the requirements of returns and refunds. Our Customer Service Center will send you a refund confirmation email of refund once it has been approved. Refunds will be issued in the original form of payment. Normally your account will be refunded within 30 working days, but it varies depending on your card issuer, bank or electronic payment agency.

PRODUCT DAMAGED DURING SHIPMENT

If you received product(s) which is damaged upon arrival, please contact Levi's^® Customer Service Center immediately.
If a product(s) is returned that does not comply with our Returns Policy, we will not approve and process the refund. We reserve the right to not return the product(s) which does not comply with our Returns Policy. Please contact Levi’s^® Customer Service Center to enquire about the validity of your return if you are unsure.