Return Policy

Returns Policy & How to Log a Return

Criteria for Returning an Item

We aim to make your return process as simple and fair as possible. Please ensure that your return meets the below criteria before submission:

Return Timeframes:

• Sale, collaboration, or collection items must be logged for return within 7 days of the item(s) being delivered.
• Full-priced items must be logged for return within 15 days of delivery.

Condition of the Item:

• The item must be in its original packaging with all labels/tags/barcodes attached.
• The item must be in a re-sellable condition (unused, unwashed, and undamaged).

Return Channel:

No returns, exchanges, or exceptions can be processed online for items purchased in retail stores. Likewise, products purchased online cannot be returned or exchanged at any retail store location.

Defective Products:

Special conditions apply in respect of returns for defective or faulty items. Please refer to our Defective Product Policy for further details.

Returns Procedure

To ensure a smooth and efficient return process, please follow the steps below:

Return Timeframes

• Full-priced items: Return requests must be logged within 15 days of delivery.
• Sale, promotion, collection, or collaboration items: Return requests must be logged within 7 days of delivery.

Step 1: Log In to Levi’s Online

Visit the Returns Portal found at levi.co.za/a/returns and log in using your email address and order number.

Step 2: Submit Your Return Request

Select the item(s) you wish to return and indicate the reason for your return/exchange. Once your request has been approved following review, you will receive a confirmation email containing your RMA number and shipping guidelines regarding the collection.

Step 3: Pack Your Order

• Pack your item(s) securely in the original packaging.
• Ensure all tags and labels remain attached, and that the items are unworn and unwashed.
• (Optional) Write the RMA number or other order-specific reference on the outside of the packaging.

Step 4: Finalising Your Return

Once your return is received at our warehouse, it will undergo an inspection and assessment. The total turnaround time from date of original submission to date of resolution is approximately 10 days maximum. Please contact our Support team for updates or inquiries.

Following this, a resolution will be processed in line with our policy — which may include a refund, online store credit, or exchange, depending on the nature of your original request.

Additional Information

• Collection and return to our warehouse can take up to 2–3 working days for main centres and 4–6 working days for regional areas.
• Store credits are sent immediately via email; cash refunds can take up to 10 working days depending on bank processing times.
• You will receive a cash refund or online store credit (your choice) for the Rand value of the product paid.
• Coupons applied proportionally across items will not be refunded or reinstated for partial returns. Please check specific coupon terms.
• Gift voucher or store-credit purchases are re-credited to your account, not refunded in cash.

Important Notes Regarding Returns

We will send a courier to collect returns logged within 1–3 days free of charge. If you encounter an error due to timing, please contact our Customer Service team for assistance.

All products (including certain non-returnable items) can be returned for reasons such as incorrect sizing or not matching description, provided they are logged within the 15-day window and remain in original condition.

Promotional items must be logged within 7 days. After this window, only defective/faulty product returns (within 6 months) are accepted.

Promotional free gifts must also be returned with the purchased item.

Incorrect or Unintended Returns

If you return a personal item or parcel not meant for Levi’s, you may:

• Arrange shipment back to you at your own cost, or
• Request us to discard the item on your behalf.

If collection isn’t arranged within 30 days after notice, items will be discarded. Always verify the waybill details upon courier collection.

Defective or Faulty Products

Defective products can be returned within 6 months of delivery by contacting our Customer Loyalty team.

A “Defective Product” is one that contains a material imperfection in manufacture or design making it less acceptable, useful, or safe under normal conditions.

The defect must stem from manufacture or design — not misuse or damage from the customer.

When returning an item after the standard period (15 days for regular items or 7 days for promotions), please include full details of the alleged defect and how the item was used.

REFUNDS

Refunds will be made to the same form of payment originally used for the purchase within 15 days. Please note that refund payment times are dictated by the issuing bank and are outside our control. Please consult your bank for more information.

For orders payed for with Cash on Delivery (COD), refunds will be issued through bank transfers only. Our Customer Care will reach out to you for your bank details, namely the bank account holder name, bank name, branch and IFSC code. We will never request any other bank or card details. If you receive an email claiming to be from Levi's® asking you to do so, do not respond and contact our Customer Care team immediately.

Please note that we are unable to issue refunds through cash or cheque.

If an item 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 an item which does not comply with our Returns Policy. Please contact our Customer Care team to enquire about the validity of your return if you are unsure.

ITEM DAMAGED DURING SHIPMENT

If you received an item which is damaged upon arrival, please contact our Customer Care team immediately. You have the right to a full refund on all shipments that arrive damaged provided you inform us within 1 week of receiving the package.

To return an item, please follow the Return Instructions. Once the item is received we will assess and validate. If approved, we will refund the purchase price of the damaged item.

EXCHANGE

To request an exchange please click here. Please note exchanges will only be accepted if item is the incorrect size or damaged on delivery. The shipping of your first request will be free, thereafter costs will apply.

Please see our Return Policy for more information.

IN-STORE RETURNS AND EXCHANGE

Products bought on Levi.SA cannot be returned or exchanged at our retail stores. Please follow our online return process.

FAQs