In some cases, our support team may ask you to submit photos or videos to help us review your request. Providing clear, live visuals allows us to better understand the issue, reduce follow‑up questions, and resolve things as quickly as possible.
Photos and videos are submitted through a secure link and are reviewed only by our support team.
Submitting Photos or Videos
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How do I submit photos or videos?
When requested, you’ll receive a secure link in your support conversation.- Using the link, you can:
- Take a new photo or video using your device’s camera
- Submit it directly to your support request
- Using the link, you can:
Your submission is automatically attached—no uploads needed.
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Why do photos or videos need to be taken live?
Live capture confirms the item is currently in your possession and ensures we receive clear, up‑to‑date visuals. Saved images or videos aren’t supported.
Photo & Video Requirements
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What should my photos or videos include?
Your submission must clearly show:
- The full garment
- The affected area
- The PC9 or style number on the product tag
Learn more: Levi’s® Products: What is a Style Number?
If any details are missing, we may ask you to resubmit.
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What should I submit for specific issues?
We may need different photos for different issues:- Damaged or Defective Items: For issues like broken zippers or fabric defects, clear close‑up photos help us validate the problem faster.
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Wrong Item Shipped:
- A photo of the shipping label
- A photo of the product tag on the item you received
Tips for a Successful Submission
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How can I make sure my submission is accepted?
- Use good lighting
- Make sure images are clear and in focus
- Avoid glare or shadows on tags and damage areas
Acceptable Example |
Unacceptable Example |
Pro tip: Lay the garment flat on a neutral surface (like a table or floor) to avoid blur, and make sure the entire item is visible in the frame—don’t cut off sleeves, legs, or hems.
What Happens After Submission
- What happens after I submit?
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Item details may autofill
If your photos clearly show the product tag, item details may automatically populate to help speed things up. -
You’ll be redirected back to Levi’s®
After submitting, you’ll be sent back to the Levi’s® site automatically. -
Our support team reviews your submission
We’ll review your photos or videos and follow up if we need anything else or once next steps are ready.
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What if my submission is approved?
Once accepted, our team will continue assisting you based on the details provided and in line with our applicable support or warranty policies. -
What if my submission is rejected?
Submissions may be rejected if visuals are unclear (too dark, blurry, or missing requested details).
If needed, you’ll receive a new secure link to retake and resubmit. Your new submission replaces the previous one.
Managing Your Submission
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Can I edit or delete my photos or videos after submitting?
No. Once submitted, visuals can’t be edited or deleted. Submit a new capture or contact support if updates are needed. -
Are there limits on photos or videos?
Yes. Limits apply to file size, video length, and file type. If requirements aren’t met, you’ll be prompted to retake your capture.