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PREORDER POLICY

What is a pre-order?
The pre-order item is an item that you have the chance to purchase in preview from the new collection or a limited edition. It means that the item is still in production when ordered and not immediately available in our warehouse.
Once you run checkout it is important to verify if the product is in pre-order or not.
Pre-orders take 7-8 working days from the date you make an order

What are the advantages of buying a pre-order item?
The advantage of buying an item in pre-order is that you can guarantee the size or item you want without risking that it runs out as soon as it is available in our warehouse.
Requests for certain items can be multiple. For this reason, their availability can run out even before they are physically available in stock.

How to fulfill a payment?
Payment is required at the time of the purchase. The total amount of the order plus shipping will be charged once at check-out.

Can I cancel a pre-order item?
If you have changed your mind about the product purchased in pre-order, you can easily cancel the item from your order by contacting our Customer Care via shopnewlevel@gmail.com or Whatsapp us on +254740401355. Pre-orders may be canceled within two hours from the purchase. From that moment on it won’t be possible. 

Furthermore if the 14 working days have been exceeded it is possible to request the cancellation of the pre-order item. 


Can I amend my order?
Yes! It will be possible to change the sizes of the items within two hours of making the order. From this moment on, it won’t be possible to apply modifications. Modifications are not guaranteed and it won’t be possible to change items included in the order. If you are not sure about your size please refer to our size chart here.

How long will it take to ship out my pre-order?
Waiting times vary from article to article. Usually, the estimated waiting time is of 7-10 working days from the date of you order the item. Once that the item is available in our warehouse, your order will be dispatched within one day.

Please keep in mind that if you placed an order containing a pre order item, the whole order will be on hold and dispatched entirely. 


When a delay occurs and why?
The items of our collection are exclusive. For this reason, the manufacturing process requires several production and processing steps. The production sequence is linear, although mistakes may occur. In the unlikely event of a delay, our Customer Care will get in contact with you as soon as possible.

Can I combine in stock and pre-order items?
Absolutely yes! You can:
– Create two distinct orders: one including items available in stock and the other including items in pre-order; The items in stock will ship out the next day and the pre=order items will ship out when available.
– Place a combined order and wait for the items in pre-order to arrive. These items will ship out when the pre-order items are available.

Still, need help?
Simply email us at shopnewlevel@gmail.com or call/WhatsApp our Customer Service at +254740401355 and we will do our best to find the best solution for your needs.

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