Frequently Asked Questions

 

HAS MY ORDER BEEN SHIPPED?

Standard UK and International delivery will always be shipped by the next working day if ordered by 12pm. Please note if you order on a Saturday or Sunday the order will be dispatched on Monday, except for Bank Holiday weekends when it will be dispatched the following Tuesday. Once your order has been shipped you will receive an email advising this.

COVID UPDATE: 

We aren't in the office everyday so orders will be shipped every other working day. We currently are using Royal Mail to ship your parcel, they are still experiencing delays so please be patient and if you have waited over a week for your parcel since receiving your shipping information then please get in touch in the contact us section or email charlotte@theth3rdlevel.com 

Returns

CAN I AMEND MY ORDER?

If you would like to amend the order, please contact us as soon as possible and we will try our best to help however we can’t always guarantee we can amend an order. Please fill out the contact form on our contact page and one of our advisors will assist you. 

CAN I RETURN MY ORDER? 

Of course! If you have changed your mind we are happy to refund your order.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at charlotte@theth3rdlevel.com .If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at charlotte@theth3rdlevel.com 

WHAT DO I DO IF MY ORDER IS FAULTY OR WRONG?

If your order is wrong or faulty please fill out the contact form on our contact page with your name, order number and item details.