Customer Care

1- Contact

2- Free Shipment

3- Purchase and secure payment

4- Exchanges and returns

5- Care and repair guide

6- Terms and conditions



Contact

The LOEWE Customer Service team will be pleased to assist you with any queries.

Call for assistance:

English +44 (0) 2 074 991 284
Spanish +34 91 153 81 81 
French +33 (0) 1 47 48 79 03

10:00 – 18:00 (GMT +1) Monday to Friday

You can email the team with any query not related to online at
aftersales@loewe.es

Contact Online Store
If your query relates to online, you can email us via:
onlineboutique@loewe.es

Or you can call us:
+34 91 200 44 90 Tel.
10:00 – 18:00 (GMT +1) Monday to Thursday, 10:00 – 14:00 Friday

Join LOEWE
Send us your resume clicking here.

Alternatively, you can choose from one of the below listed topics via the enquiry form.


Free Shipment

Delivery timing and shipment methods

Shipment address Service Cost Estimated delivery time
Spain (Mainland and Balearic Islands) UPS Standard Free 1-2 working days
United Kingdom, Metropolitan France, Germany, Austria, Belgium, Portugal, Cyprus, Finland, Greece, Ireland, Italy, Luxembourg, Malta, Netherlands and Slovakia. UPS Priority Free 3-4 working days

Deliveries are free, except for the same day delivery service available in Madrid city and surrounding areas, this method of payment must be selected at the order confirmation.

Same day delivery for Madrid city and surrounding areas for orders placed before 4pm (GMT+1).

Please note that any order made after 13.00h (GMT +1) on Friday and throughout Saturday and Sunday will be dispatched for delivery on the Monday of the following
week. Spanish national holidays and local public holidays in Madrid can also lead to delays in deliveries.

In order to guarantee security and speed, all Orders are shipped using UPS services. Once your order has been dispatched, you will receive a tracking number
and a link by email that will allow you to check the status of your order and follow its progress at www.ups.com.

Deliveries are made between 8.30 and 19.00 and will require a signature to ensure safe and secure delivery of your Order.

The Loewe online store operates in 16 European countries. Deliveries are sent to Spain (except the Canary Islands, Ceuta and Melilla), United Kingdom, metropolitan
France, Germany, Austria, Belgium, Portugal, Cyprus, Finland, Greece, Ireland, Italy, Luxembourg, Malta, Netherlands and Slovakia. If you would like to receive information
about our international expansion, please register here.

Multiple addresses

We are happy to deliver your goods to a location other than your billing address within Europe in the 16 European countries we operate in: Spain (except the Canary Islands,
Ceuta and Melilla), United Kingdom, metropolitan France, Germany, Austria, Belgium, Portugal, Cyprus, Finland, Greece, Ireland, Italy, Luxembourg, Malta, Netherlands and Slovakia.

Gifts and packaging

All goods purchased from Loewe’s online store are gift-wrapped. All our products arrive in a protective black felt bag with our logo inside a Loewe box to protect them during delivery and for their subsequent storage. The package arrives in a discrete logo-free cardboard box.

The invoice with the price will be sent to the billing address, whereas a delivery note in which the price is omitted will be included in the parcel, so that you can send your purchase as a gift directly.

Gift card

During the checkout process, you have the option to include a Gift Card with your own message. We will prepare the card and include it in the package with a personal surprise.

Insurance

All Loewe goods remain the property and responsibility of Loewe until delivered to the specified delivery address and payment has been received in full. Items are insured against loss and accidental damage during delivery. In any case, this issue will need to be validated by UPS / Fedex services. If, for any reason, your purchase is not delivered within eight (8) working days, please contact our Customer Service Department. Please notify us of this delay within 30 days from the estimated delivery date, so that we can deal with the incidence.

Please check your purchase upon receipt. If, for any reason, you wish to make a claim, you must contact our Customer Service Department, keeping all the Loewe packaging in good order.

Should you wish to exchange or return your purchase from Loewe’s online store, you may do so in accordance with the terms set out in the Exchanges & Right of withdrawal.


Purchase and secure payment

To purchase an item from Loewe’s online store, simply select “Add to Shopping Bag” on the product page, and then click on the “Purchase” button to finalize your purchase. You will then be directed to our secure checkout area where you can choose a billing address (where we will send your invoice) and a delivery address (which may be different to the billing address, for example: a work address, a company, the address of the person you wish to send a gift to...). The final step is the Secure Payment, where you will be able to select from various payment methods.

Loewe.com accepts different forms of payments depending on the country of the billing address. In Spain we accept payments with:

  • - Visa/MasterCard
  • - American Express
  • - PayPal, either through an account or paying with your card through PayPal

In some cases, after pressing the ‘Purchase’ button, you may be directed to your bank’s webpage where you will be asked for an extra security password for payment with your Visa card or MasterCard. This is the 3D Secure Code, a security system which has been developed by your bank and which will ask you for your password to ensure your payment is secure. This password for online shopping with your card is personal to you and should be given to you by your bank. For further information, please contact your bank directly or our Customer Service Team.

Loewe credit coins or credit notes issued by our offline stores cannot be used to purchase articles from our online store.

Once payment has been received and your order has been confirmed, your order will automatically be sent to Loewe for processing. Confirmation of your order means your acceptance of the whole Terms and Conditions of Sale through Loewe’s online store.

You will receive an email with the confirmation and details of your order.

The prices of Loewe products are shown in Euros and Pounds Sterling, including taxes. 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 makes a purchase will be considered valid.

Any data registered by the www.loewe.com website will serve as proof of the transactions carried out between Loewe and its customers. In the event of a dispute between Loewe and one of its customers about a transaction carried out through the www.loewe.com website, all the data registered by Loewe S.A will be considered as irrefutable proof of the transaction.

Stock availability

The prices and products shown on the www.loewe.com website are subject to availability at the time of placing an order. You will be informed of the product’s availability when placing an order. If a product you have ordered is unavailable, you will be informed as soon as possible by our Customer Service Team. In that case you will be able to change your order and replace it with another product available from the online store, or cancel it.

If you decide to cancel your order, your credit card or PayPal account with which your purchase was made will immediately be refunded the amount paid.

Loewe shall not be liable for the unavailability of products. Loewe reserves the right to change the articles presented on the www.loewe.com web page at any time and without prior notice.

Select your country

To ensure that the correct currency, payment methods and shipping conditions for your area are displayed, please select your country from the drop-down menu on the top left-hand corner of the www.loewe.com webpage.


Exchanges and returns

You may exchange the items purchased from Loewe’s online store within sixty (60) days at any of our offline stores (except for El Corte Ingles, Selfridges, Harrods, outlets and franchises) with the delivery note provided with every purchase or with the official invoice of your online purchase. The item(s) must be in their original condition and with their original packaging and their corresponding accessories in order to be exchanged. Exchanges will not be accepted in China or South Korea LOEWE retail stores, unless originally purchased there.

Any other product purchased from the Loewe online store which has been customized or is part of special pre-order collections, is not subject to the Exchanges and Return policy.

Returns

If you would like to Return an item or items purchased from the Loewe online store, you may do so within fourteen (14) working days following the date of delivery. Working days to exercise your right of withdrawal will be counted stated in the applicable legislation of the location where the product is delivered. You will be refunded the amount paid for the item(s) within a maximum period of five (5) days of receiving and approving the Return. Loewe will also pay for the delivery cost of returning the item(s) to our Central Warehouse. All you have to do is contact UPS, giving them your Loewe account number. Below is a list of the telephone numbers to arrange for a collection:

Customer address

Transport company

Local telephone number

Spain (Mainland and Balearic Islands)

UPS

902 888 820

Portugal

UPS

707 232 323

France

UPS

0821 233 877

United Kingdom

UPS

03457 877 877

Germany

UPS

0800-8826630

Austria

UPS

0810-006630

Belgium

UPS

078-250-877

Cyprus

UPS

+ 357-22-453311

Finland

UPS

0800-1-877-877

Greece

UPS

302106620222

Ireland

UPS

1 890 99 55 00

Italy

UPS

800-877-877

Luxembourg

UPS

8002 2510

Malta

UPS

+356 21 805 901

Netherlands

UPS

0900 2255 877

Slovakia

UPS

+ 421-2-16877

Slovenia

UPS

+ 386-4-281-1200

Estonia

UPS

+372 666 4700

The article(s) must be in perfect condition, and returned in its/their original packaging, along with all the accessories, to the following address:

           Loewe E-Boutique - Devoluciones

           Herreros 41

           Polígono Industrial Los Ángeles.

           28906 Getafe

           Madrid – Spain

Loewe will refund the amount paid (excluding any return delivery costs) to your credit card or PayPal account with which you made the payment. Only the original purchaser of the product(s) can request a return as the refund will be directly made to the card with which the payment was made.

Any product ordered from the Loewe’s online store which has been customized cannot be returned or refunded.

Loewe will not be responsible or liable if any item(s) you wish to return to Loewe’s online store is lost, misdirected or delivered late. The customer must bear the risks of shipping their purchase.

Loewe offline stores do not offer refunds on any product(s) acquired from the Loewe online store.

In the event an item bought online is deemed faulty, Loewe reserves the right to either repair, replace or refund the item at no additional cost to the customer and user. Loewe will address non-conformities within a period of 2 years after the date of purchase. Customers and users will have a maximum period of 2 months to report the non-conformity to Loewe.


Care and repair guide

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.

After-sales service

Loewe´s Customer Service team will be pleased to assist you with any queries. Please, contact us from Monday through Friday from 10am to 6pm (GMT +1) at the following numbers:

- For English: +44 (0) 2 074 991 284
- En castellano: +34 91 153 81 81
- En français : +33 (0) 1 47 48 79 03

Consumer goods guarantee

If an article is faulty, Loewe will, as appropriate, repair, replace, reduce the price or terminate the contract. These procedures will be free of charge for the consumer and user. Loewe will address non-conformities within a period of 2 years after the date of purchase. Customers and users will have a maximum period of 2 months to report the non-conformity to Loewe.


Terms and conditions

At the end of the ordering process, you will be requested to click on “Purchase” to confirm your purchase. Once your order has been confirmed, it will be sent to Loewe for processing. Your order cannot be modified or cancelled except in accordance with the Terms and Conditions of Sale or with the provisions set out by Spanish law. Confirmation of your order implies your acceptance of the whole Terms and Conditions of Sale. You will be sent an email with the details of your order.

Any data registered by the www.loewe.com website will serve as proof of the transactions carried out between LOEWE HERMANOS and its customers.

In the event of a dispute between LOEWE HERMANOS and one of its customers about a transaction carried out on the www.loewe.com website, the data registered by LOEWE S.A will be considered as irrefutable proof of the transaction contained therein. On the effective date of delivery, the risks (in particular loss, theft or damage) relating to the Products Delivered will be passed on to you.

The sale of any product through Loewe’s Official online store, (Spain, Germany, Austria, Belgium, Cyprus, Finland, United Kingdom, France, Greece, Ireland, Italy, Luxembourg, Malta, Netherlands, Slovakia and Portugal) is subject to these Terms and Conditions of Sale. The offeror is LOEWE HERMANOS, S.A. (henceforth “LOEWE HERMANOS”) which is a subsidiary of LOEWE, S.A., with headquarters at Goya, 4 - 28001 Madrid, Spain, included in the Madrid Commercial Register, Volume 3288, Folio 56, Page M-55844, and with tax ID number A-28058055.

Orders to acquire LOEWE products can only be made by natural persons and companies with no intention of resale. Any resale or distribution of LOEWE products purchased from the www.loewe.com website is strictly forbidden.

LOEWE HERMANOS may update these Terms and Conditions of Sale at any time. You may consult the most up-to-date version of the General Conditions of Sale at any time by clicking on the Customer Service link. 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.