Customer Care Terms and Conditions

  • Timings and Shipping
  • Different addresses
  • Gifts & Packaging
  • Gift message
  • Insurance
  • Purchase and Secure Payment
  • Product Availability 
  • Returns
  • Information and Pricing
  • General Information
  • After Sales Service
  • Consumer Goods Limited Warranty
  • Contact

 

Welcome to Loewe's Online Store located at www.loewe.com, the public, e-commerce website for Loewe (the “Website”). In addition to our Legal Terms of Use, which are incorporated herein by reference (You can read our Legal Terms of Use by clicking here [Add Hyperlink]), we wanted to provide you with some additional conditions regarding your purchase, including, our products and its availability, shipping, returns policy and other information and terms.

By purchasing any products on our Website, you agree to these additional terms of purchase and related information which we may change at any time, without notice to you.  Such changes are effective when they are posted to this Website and your purchase of products on our Website after any such changes are posted will be considered acceptance of such changes. 

Timings and shipping

Shipping Address

Service

Cost

Estimated delivery timing

United States

Standard

Free

15 days delivery for Jonathan Anderson Collection

 

Delivery times are estimates only and not binding upon Loewe. Delivery of Loewe items purchased via our Website is free. 

Our warehouse is located in the United States and dispatches orders from Monday to Friday. Only those purchases made before 3pm (EST) will generally be dispatched on the same day.

-  Purchases made after 3pm (EST) will generally be dispatched the following day.

-  Purchases made on Fridays after 3pm (EST) will be dispatched on the following Monday as we do not operate on weekends or holidays.

Deliveries will take place between 8.30am and 7pm and will need to be signed  by someone over 18 years old.

 

Different Addresses

The delivery address of your purchase may be different from the billing address within the United States. To select this option, simply follow the instructions detailed in the section “Add a Delivery Address” when completing the details of your purchase. 
 

Gifts and Packaging

All Loewe items purchased via the Website come gift wrapped. Our leather goods will be packaged in a black protective textile bag with our logo on it and items from our silk collection will be wrapped in special silk paper. All items are then packaged in a Loewe Gift Box and a plain cardboard box to protect them during shipping.
 

Gift Message

During the purchase process, you will be able to include a dedicated Gift Message with your purchase. Simply complete the form with your chosen text and we will make sure it is sent together with your purchase.
 

Insurance 

All items are the property and responsibility of Loewe until payment is received and the items are shipped to the address specified by the customer. All items are insured against possible loss or accidental damage that may occur during shipping. Suspected loss or damage must be reported and validated by UPS or FedEx. If, for any reason, your purchase is not delivered within eight (8) working days, please contact Loewe´s Customer Service by email at customercare_us@loewe.es or by phone to telephone number: 516-472-6262, operational from Monday to Friday from 9am to 5.30pm (EST).

Please check your purchase upon receipt. If, for any reason, you wish to make a claim, you must promptly contact Loewe´s Customer Service. Please note that for a claim to be valid, customers will need to have all the packaging elements and they must be in new condition. If you wish to return an item purchased via the Loewe Online Store, please follow the instructions detailed in the “Returns” section below.
 

Purchase & Secure Payment

You may only order products if you are domiciled in the United States and you are 18 years old or older. By using this Website, you represent and warrant that you meet both of these requirements. To purchase an item via the Loewe Online Store, simply select “Add to shopping bag” on the product page before clicking on “Purchase” to finalize your purchase. You will be taken to a secure area within the Website to confirm your billing address and a delivery address which may be different. The billing address could be a work address, a company address, or the address of the person you wish to send the item to. The final step is Secure Payment where you will be able to select your method of payment.

Loewe.com accepts different methods of payment and in the United States these are:

•              Visa / MasterCard / American Express / Discover

•              PayPal

Loewe coins and credit notes issued by our offline store are not accepted as valid methods of payment in our Online Store.
 

Product Availability 

All the items listed on Our Website are subject to availability. If, for any reason, the item selected is not available, our Customer Service Department will contact the customer as soon as it becomes available by email if requested by customer. To request this service, simply click on the “Alert Me” button during the purchase process. Loewe does not accept responsibility for the non-availability of products and reserves the right to change products and prices listed on the Website at any time.
 

Returns

An item purchased via the Website may be returned within 14 business days from the date of receipt of the item purchased. Business day means a day other than a Saturday, Sunday or statutory holiday in the State of New York. The item must be returned in new and unused condition and intact with any accessories and the original packaging to the following address:

Loewe Online Store – Returns – (Stellae)

1111 Marcus Ave. Unit 5A

Lake Success, NY 11042           

Refunds will be made to the card used for payment or the customer´s Pay Pal account. Only the person who made the original purchase and payment may claim a refund.

All personalized or pre-order collection items purchased via the Online Store may not be exchanged or refunded under any circumstances. Items purchased via the Online Store may not be returned to any of our offline stores.
 

Information and Pricing

Loewe has taken reasonable measures to ensure that the information, product descriptions, product images, colors, availability and other information in its Website is accurate. Nevertheless, we cannot guarantee that this information or other items is accurate, complete and up to date or that the colors you see on your monitor will be accurate. Loewe does not provide any warranty, express or implied, in relation to such matters.

The prices of Loewe products are shown in US Dollars. We reserve the right to change the prices of the products on the www.loewe.com Website at any time and without prior notice. However, the prices that appear when the consumer completes a purchase will be considered valid.
 

General Information

At the end of the ordering process, you will be requested to click on “Proceed to Purchase”, which will confirm your purchase. Once your order has been confirmed, it will be sent to Loewe for processing. Your order cannot be modified or cancelled after confirmation of purchase except if agreed by Loewe.

On the effective date of delivery, the risks (in particular loss, theft or damage) relating to the items delivered are passed on to the customer. Loewe accepts no responsibility for the loss of items purchased via the Online Store once delivered by Loewe.

To place an order through Loewe’s Online Store you must accept the Terms and Conditions of Sale in force at the time of placing the order.
 

After-Sales Service

Thank you for choosing Loewe.

Since 1846, the Loewe artisans have masterfully expressed their passion and know-how in creating leather goods. A love of tradition, attention to detail and contemporary designs are the essence of our products.

Loewe creates unique items using natural leather of the highest quality; therefore colour variations, marks or veins are all natural features that should not be considered blemishes.

To maintain and conserve your Loewe item in its best condition, avoid prolonged and direct exposure to sources of light and heat. We recommend storing the product in its original packaging.

Avoid contact with water, oils, perfumes or cosmetics. If your Loewe item gets wet, remove any excess moisture without rubbing, dab with a soft cloth and let dry at room temperature.

Due to treatment processes, our leathers may cause slight colour transfer through friction, especially in humid environments. Please, keep this in mind, particularly in the case of suede items, and wearing light colours.

If you have any questions regarding our products and their upkeep, please visit one of our stores where our staff will be happy to help and give you information regarding Loewe´s Cleaning Service.

Loewe respects international standards of protection and conservation of the environment in all its products.

If you have any questions about any of our products, please feel free to visit our stores where our staff will be delighted to help you. You can also contact our Customer Service Team through the Contact page if you have any questions or queries regarding our After-Sales services (alterations or repairs). You can also send us an email to customercare_us@loewe.es or contact us by phone at: 516-472-6262, operational from Monday to Friday from 9am to 5.30pm (EST).
 

Consumer goods limited warranty

All Loewe items have a two-year guarantee in case of manufacturing defect. Loewe will, as appropriate and at its sole discretion, either repair or replace the defective item. The procedures will be free of charge for the customer and user. An inappropriate use and storage of the item by the customer or user will not be considered as a defect.
 

Contact

If you require any additional information regarding our services, please contact our Customer Service Department at “Contact.”  You may also send us an email to customercare_us@loewe.es or contact us by phone at: 516-472-6262, operational from Monday to Friday from 9am to 5.30pm (EST).