Frequently Asked Questions

Purchasing Online

How do I place an order on levelkids.com?

Browse levelkids.com by exploring our homepage content, or via the main navigation and dropdown menu. You can also use the search bar if you know what you are looking for.

On the product pages, choose your size and color (if needed), then click on "add to bag". Once you are ready to complete your purchase, click on the shopping bag icon at the top right-hand corner of your screen to review your shopping bag. You will then be guided through the checkout process.

If you have any questions or concerns, please contact us by phone at 800LEVELKIDS (800 53835 5437) or via email at onlineshopping@levelkids.com. We are available daily from 9AM to 9PM (UAE Time).

Can I cancel or modify my order?

If you wish to cancel or modify your order, please call us at 800LEVELKIDS (800 53835 5437) or send an email to onlineshopping@levelkids.com. Please note that orders cannot be cancelled or modified after they have been dispatched. 

Do I need to create an account to place an order?

You can shop at levelkids.com without creating an account by using the Guest Checkout option.

However, we recommend you create an account as it allows you to:

• Track your orders and review past purchases
• Receive online credit into your account 
• Store multiple shipping and billing addresses to expedite your checkout
• Save the contents of your shopping bag for later
• Access your current order details and history
• Book and review returns
• Add items to your wishlist
• View and share your wish list with family and friends
• Update your contact and personal information

I forgot the password to my account. What do I do?

If you have forgotten your account password, please click ‘Forgot Password’ on the ‘Sign In’ page and follow the instructions sent via email. 

Is my personal information kept private?

Yes, levelkids.com is committed to data protection and your information will only be shared with necessary third parties who also abide by data protection law. For more information please refer to our Privacy Policy. 

Wonders Reward Program

What is the Wonders Reward Program?

The Wonders Reward Program is Level Kid's loyalty program. Members can earn points every time they shop and redeem 1 AED for every 100 points. Wonders Reward Members will also be invited to exclusive events, private sales, special promotions, and have priority access to our VIP services. 

If you have any questions or concerns, please contact us by phone at 800LEVELKIDS (800 53835 5437) or via email at onlineshopping@levelkids.com. We are available daily from 10AM to 10PM (UAE time).

How do I join the Wonders Reward program?

You can join Wonders Rewards on the website or in store. To register you will need to provide a valid email address, phone number and full name. Once you have registered you can access your loyalty information via your website account. Only persons aged 18 years and above can participate in the Program.

How does the Wonders Reward program work?

Points are awarded based on the value of your purchase. 1 Point is earned for every 1 AED spent and you can redeem 1 AED for every 100 points. There is no minimum spend per transaction to qualify for earning points.

From time to time, we reserve the right to withdraw/add participating stores from the Program and to exclude brands from the Program and/or from the Website or introduce extra Points promotions. Any applicable special terms and conditions for extra Points promotions will be made available to you at the time of the promotion.

We may also vary the rate at which Points are awarded. This will not affect Points already awarded in respect of previous transactions.

When redeeming points, the minimum point balance required is 2,000 points. To redeem points at checkout, simply be logged into your account and select “Pay with Points” at checkout.

Your Points balance is valid for a period of one (1) year from the last day of the month in which they were earned. However, we will send you a reminder before points are due to expire. Your Points will be automatically deleted from your account upon expiry. Details of Points about to expire can be checked in your online account.

Product Information

How do I know which clothing size to buy?

Most clothing is sized by age. Please visit the size guide from the link on the product pages for more detailed information. For in-between sizes, choose the larger size and consider the build of the child.

Please note, size and fit may vary from brand to brand so please use the size chart measurements as a general guide only and contact our customer care team at onlineshopping@levelkids.com for precise sizing information.

How do I know which shoe size to buy?

All shoe sizes are displayed in EU sizes. Please use the size guide for shoe size conversion.

Please note, size and fit may vary from brand to brand so please use the size chart measurements as a general guide only and contact our customer care team at onlineshopping@levelkids.com for more precise sizing information.

Where do I find items that I have seen in the press or magazines?

For inquiries about products, please contact us at 800LEVELKIDS or via email at onlineshopping@levelkids.com. 

Payment

Which payment methods do you accept for online purchases?

Level Kids accepts the following forms of payment for online purchases:

• Visa
• Mastercard
• American express
• Cash on Delivery (“COD”)
• Wonder Reward points
• E-credit (used to refund non Credit or Debit card purchases)

For all credit and debit card purchases, your billing address must match the address on file with your financial institution. Please note, we only accept local currency for COD purchases.

When will my debit or credit card be charged?

Your debit or credit card will be authorized for the full order amount for verification purposes at the time you submit your order. The transaction will be charged to your debit or credit card after we have verified your card details, received credit authorization, confirmed availability and prepared your order for shipping.

Can I use multiple methods of payment?

Yes. You may use your debit or credit card, or COD as a form of payment should your Wonder Reward points not cover the full amount of your purchase. 

Shipping & Delivery

Which shipping options are available within the UAE and what are the shipping fees?

A Free Express service is available on all orders placed online within the UAE and all full priced orders only. UAE orders may take approximately 2 -5 business days for delivery (depending on your location).

A Bullet Service service is available on all orders placed online before 3PM (UAE Time) for delivery only within Dubai. As your order will be processed and sent directly to your door, please make sure you are available to collect it within 3 hours of placing your order. 

Delivery Method Delivery Fee
Express FREE
Bullet Service 50 AED

Orders are delivered Saturday through Thursday, excluding Friday and public holidays. While we will try our best to expedite delivery, Levelkids.com cannot be held responsible for unanticipated delivery delays which occur as a cause of circumstances beyond our control.

Please note: No deliveries will be made from Thursday, 30th November - Sunday, 3rd December. 

Deliveries may take up to a week for the following destinations:

City Area
Abudhabi Qareen Al Aish, Das
Abudhabi Jananah , Delma Island
Abudhabi Tarif
Abudhabi Al Marfa
Abudhabi Abu Al Abyad
Abudhabi Ras Ghurb Island
Abudhabi Ruwais
Abudhabi Al Hamra
Abudhabi Jabal Dhana
Abudhabi Liwa
Abudhabi Sila
Abudhabi Al Btaha
Abudhabi Alk Wifriah
Abudhabi Madinat Zayed
Abudhabi Bu Hasa
Abudhabi Asab
Abudhabi Arada
Abudhabi Taraq
Abudhabi Kayyam
Abudhabi Alyhyali
Abudhabi Sabkhah
Abudhabi Wedhail
Abudhabi Al Khis
Abudhabi Jeeisah
Abudhabi Hamim
Abudhabi Jereirah
Abudhabi Shaybah
Abudhabi Shubaytah
Ajman Manama
Fujairah Bidya
Fujairah Qurayya
Fujairah Kidfa Area
Fujairah Marba
Fujairah Bitna
Fujairah Qurayya
Fujairah All Quaries Area
Hatta All Oman Boarder Area
Hatta Munai
Hatta Masfouth
Oman Buraimi

Please note that delivery service is not available for the below destinations:

Das Island
Delma – Island
Beda Zayed
Habshan
Madinat Zayed City
Tarif
Jabel Dhana
Al Sila
Bainoona
Buhasa
Ghayati
Liwa
Mirfa
Ruwais
Sila
Asab

Sir Baniyas

Guwaifath

Which courier service do you use?

We use Fetchr for all deliveries. After your order has been dispatched, please arrange a suitable drop off time and locaiton with them. 

Can I collect my order from the Level Kids store in City Walk?

Yes, simply select the ‘Collect in Store’ option while in the shipping step of the checkout process. Please bring a copy of the order confirmation and your ID. Orders can be collected from Cash Desk opposite Cherished Moments on the First Floor.

While we will call or email to remind you, if you are unable to pick up your order within 7 days, we will issue refund on the card used at the time of purchase or apply the credit to your account.

To authorize someone to pick up an order on your behalf, please provide the individual with a signed letter of consent with their name, phone number and Emirates ID details to be presented in store.

Can I ship to multpile addresses?

At this time we can only ship to one address per order within the UAE. To ship to multiple addresses, please place a separate order for each location.

Can I ship to a P.O. Box or APO/FPO address?

Purchases may not be shipped to P.O. boxes, APO/FPO addresses or to any address outside of the UAE.

Is a signature required upon delivery of my order?

For security reasons, all online purchases require an adult signature upon delivery. Orders shipped to UAE are delivered by our courier partner Fetchr. Please remember to present your Emirates ID (or other ID) and provide your full name and phone number at the time of receipt. Please note that our courier service may refuse to deliver your order if your ID is not presented.

What do I do if I missed the delivery of my order?

If you are unavailable to receive your delivery please reschedule your delivery with Fetchr. For any further assistance you can also contact us at onlineshopping@levelkids.com. 

How can I track my order?

Levelkids.com will send email updates during the order process to keep you informed of the status of your purchase.

A shipping confirmation is sent as soon as your purchase has been shipped, this will allow you to schedule your delivery and track your order.

You may also track your order in the ‘My Orders’ section of your account.

When can I expect delivery of my order?

Once an order is successfully submitted online, please allow approximately 2-5 business days for our free delivery service.

Returns

What is your return policy? How many days do I have to return a product?

Levelkids.com will accept merchandise in its original condition for a refund when returned within 7 days of receipt and accompanied by the original invoice.

All products must be returned unused with all related accessories (such as designer tags, dust bag(s), replacement buttons, stickers, instruction booklets etc.) still attached and in the same condition as received, in their original box and packaging. Returns that are damaged or soiled may not be accepted and may be returned to you or not refunded in full.

Levelkids.com reserves the right to refuse return of any merchandise that does not meet the above return requirements.

A free return service is available for all online purchases shipped within the UAE.

Please retain all documentation and packaging in order to return your order. All returns must be shipped back in the original packaging in which your order was delivered.

Non refundable items are:
• Earrings
• Underwear
• Swimwear
• Items that have been opened/unboxed and/or used

How do I request to return an item?

Easy-to-follow return instructions are included with each shipment. To request a return:

• Log into your account by clicking on ‘Sign in’ located on the top right corner on levelkids.com.
• Under the ‘My Orders’ tab, select ‘view’ to expand the order on which you would like to request a return.
• Request a return by clicking on the ‘Return’ button.

For non-account holders, please click on the “Orders & Returns” link in the footer of the website and fill in your details. 

Once the request is reviewed and approved by levelkids.com, our shipping partner Fetchr will contact you to confirm the time and pick up location for your return package.

When will I receive my refund? 

Merchandise returned to levelkids.com will be processed within ten business days of receipt. Purchases made using debit or credit cards (Visa, MasterCard or American Express) will be reimbursed on the same card as utilized at the time of payment. Depending on your financial institution, please allow additional days for the refund to appear in your account.

Purchases made by COD will be reimbursed in the form of store credit (valid for 3 months) into your online account redeemable online only on levelkids.com. Credit will be despositied within 5 working days.

Purchases made using more than one payment method such as credit card and Wonders Reward points will be returned in form of online store credit (valid for 3 months).

If you do not have an account, our Customer Service team will request you make one so that online credit can be deposited.

Please note the original shipping charges and custom fees and taxes, if any, incurred at the time of purchase are non-refundable.

Can I return an item that I bought online at levelkids.com to the Level Kids store in City Walk?

Yes. Purchases made online may be returned at the Level Kids store located in City Walk, Dubai. Please bring the original invoice as proof of purchase. 

How do I exchange an item at levelkids.com?

Levelkids.com currently is unable to accommodate exchanges. In order to exchange an item, we recommend you return the original item. A new order can then be placed on levelkids.com for the exchange item. 

Can I exchange or return an item gifted to me by someone else?

If you received an item as a gift and wish to return it, please contact our Customer Service Team at onlineshopping@levelkids.com and we will be happy to assist you with your request. Please refer to our Returns Policy to ensure items are eligible for return. 

Gifts

Can I get my purchase gift-wrapped and request a gift receipt?

Yes, during the checkout process there will be an option to send an order as a gift. Level Kids gift purchases are wrapped in our signature gift paper and tied with a satin ribbon. You may also include a personalized gift message. The gift receipt will exclude the price of the merchandise.

Store Services

How do I book an in store service?

Please call 800LEVELKIDS or email concierge@levelkids.com to book an in-store service. 

Contact Us

How can I get in touch with the Level Kids Guest Services team?

Phone: 800LEVELKIDS (800 53835 5437)

Timings: Daily 10AM - 10PM

Email: onlineshopping@levelkids.com

Store Address: Level Kids, City Walk, Dubai, UAE

Store Hours of Operation: Sunday to Wednesday 10AM - 10 PM, Thursday to Saturday 10AM - 12AM