Refund policy

RETURN POLICY

Return and Refund Policy

  • 1. From now on, customers can enjoy a 14-day return service (counting from the first day the system confirms receipt). Only full-priced products are eligible for returns; this does not apply to underwear, non-apparel products, accessories, collaboration series, limited edition products, and discounted products.
  • 2. All products purchased from Levi's® Hong Kong official online store must be returned by applying online within 14 days (counting from the first day the system confirms receipt). Late return applications will not be accepted. If the return is due to quality issues, Levi's will bear the return shipping cost. Returns are not accepted at Levi’s® Hong Kong physical stores. Returned products must be in original condition with all product tags intact.
  • 3. You must log in to your Levi’s® Hong Kong official online store member account to apply for a return online. Guest checkout orders are not eligible for return service. Exchanges are not accepted, only refunds. For size exchanges, members must first apply for a return online and then place a new order.
  • 4. When returning and refunding, the original valid product invoice from Levi's® Hong Kong official online store must be presented. Customers are responsible for shipping the returned products to the warehouse. If the postage is insufficient, the warehouse reserves the right to refuse the return, and the customer will bear any additional costs. The relevant shipping cost will be deducted from the refund. If the return is due to product defects, Levi's will cover the return shipping cost.
  • 5. Returns are not accepted for products that have been washed, worn, used, altered, or damaged.
  • 6. If a gift was included with the purchase, it must be returned together with the product.
  • 7. If you need to alter the length of pants, you can bring the product and valid invoice to designated stores within 3 months. The alteration fee is HKD $20 for normal hemming and HKD $50 for original hemming.
  • 8. In case of any dispute, Levi Strauss (Hong Kong) Limited reserves the right of final decision.

RETURN AND REFUND INSTRUCTIONS

  • If you need to process a return, please apply for a return through the Levi's® Hong Kong official online store within 14 days of receiving the product. Ensure that the product meets the return and exchange standards and follow the steps below to apply for a return:
  • 1. When completing the return application in the system, log in to your account, go to the "Online Orders" page, and find the order you want to return (confirm that the product is a full-priced item to meet the return conditions). The system will display the "Apply for Return" button. Click on it and follow the instructions to complete the return application. You will be asked to upload photos of the product for inspection.
  • 2. During the inspection process, Levi's will inspect the product based on the photos and the actual product to confirm whether it meets the refund conditions. To expedite the review process, contact the Levi's® Customer Service Center immediately.
  • 3. Once the refund application is approved, the customer service team will send you a "Return Confirmation Email."
  • 4. Click the "Fill in SF Express Waybill Number" button in the "Return Confirmation Email" and fill in the return application tracking number in the link in the email. You are responsible for paying the return shipping fee. If the postage is insufficient, the warehouse reserves the right to refuse the return, and you may have to bear the additional costs incurred. If the waybill number is not uploaded within the time limit, the system will automatically cancel the refund application.
  • 5. Once the warehouse receives the returned product, they will check and confirm that the product condition meets the requirements of the return policy. After confirmation, the customer service center will issue a refund confirmation. The refund will be credited back to the original payment method. The normal refund process usually takes 30 business days to complete, but the actual refund time depends on the card issuer, bank, or electronic payment institution.
    • If a return is required due to quality problems or incorrect delivery, Levi's will bear the return shipping costs for such defective products; otherwise, all return shipping costs are non-refundable.
    • Refund times depend on the bank and are beyond Levi's control. For more information, contact your bank. If the return is not approved, a customer service representative will contact you.

Products Damaged During Shipping

  • If your product is damaged upon arrival, please refuse the delivery and contact the Levi’s® Customer Service Center immediately.
  • If the returned product does not meet the return policy, Levi's will not approve and process the refund. Levi's reserves the right of final decision on returns of products that do not meet the return policy. If you are unsure whether the product to be returned meets the standards, please contact the Levi's® Customer Service Center