Customer service

Customer Services

If you have any queries regarding our services, our Customer Services Team will be delighted to assist you through the Contact page.

Delivery timing and methods

Destination Service Cost Estimated Delivery Time
Spain Peninsula 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. Fedex International - Europe Free 3-4 working days

Deliveries are free of charge.

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; the estimated delivery dates given by the www.loewe.com webpage are calculated based on working days.

For security and speed, all orders are shipped using UPS or Fedex services. When we dispatch your order you will receive a tracking number by email that will allow you to check the status of your order and follow its progress at www.ups.com or www.fedex.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 is operational in 16 European countries, delivering 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.

CHRISTMAS DELIVERIES

if you wish to receive your gifts before December 25th, your purchase must be completed before Monday 23rd (11am GMT+1) for delivery in Madrid or Barcelona cities and before Friday 20th (11am GMT +1) for other European destinations.

Multiple addresses

We are happy to deliver your goods to a location that is different to your billing address within Europe. Loewe’s Online Store currently operates in 16 European countries, delivering 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. In order to do so, simply click on Add Delivery Address during the checkout process. The system will allow you to create and save multiple shipping addresses under a name in Your Account.

Gifts & 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 discreet logo free cardboard box.

The invoice detailing the price will be sent to the billing address. If the delivery address is different from the billing address, 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 as a nice 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 theft, loss and accidental damage during delivery. However, this issue will need to be proved by UPS / Fedex services in any case. If a delivery takes more than 8 working days, please contact the Customer Services Team. Please notify us of this delay within 30 days from the estimated delivery date, so that we can deal with the incidence.

Please check that your shipment is correct on delivery. If there are any discrepancies or problems with your order, please contact our Customer Services Team. Please keep all the Loewe packaging in good order if you wish to make a claim.

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.

Payment methods (3D secure)

To purchase an item from Loewe’s Online Store, simply select “Add to Basket” on the product page, and then click on the “Buy” button when you are ready to make your purchase. You will then be directed to our secure checkout where you can choose a billing address (to which 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 last step is the Secure Payment. You can choose 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

In some cases, after pressing the submit 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 3D Secure Code, security system which has been developed by your bank and which will ask you for your password and to make a secure repayment. 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 Services Team.

Loewe credit coins or gift vouchers issued by our 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 to be processed. 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’s products are in Euros and Pounds Sterling, inclusive of taxes. Loewe reserves the right to change, at any time and without prior notice, the prices of the products on the www.loewe.com website. 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. When placing an order you will be informed of the availability. If a product you have ordered is unavailable, you will be informed as soon as possible by our Customer Services Team. In such cases you will be able to change your order and substitute it for 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 a lack of stock or the unavailability of products. Loewe reserves the right to change, at any time and without prior notice, the articles presented on the www.loewe.com.

Select your country

To ensure that you are provided with the correct pricing, currency and shipping conditions in your area, please select your country by clicking on the button in the bottom left hand corner of the www.loewe.com webpage.

Your country is predetermined by your billing details. If you select a country in which Loewe’s Online Store does not operate, you will be re-directed to the correct site during the checkout process.

Exchanges

You may exchange the items purchased from Loewe’s Online Store within sixty (60) calendar days at any of our freestanding stores (except for El Corte Ingles, Selfridges, Harrods, outlets and franchises) with the receipt for exchanges provided with every purchase or with the official invoice of your online purchase. Item(s) must be in their original condition and with their original packaging and their corresponding accessories in order to be exchanged. Any other product purchased from the Loewe Online Store which has been personalized or is part of special pre-order collections, is not subject to the Exchanges and Returns policy.

Right of withdrawal

If you would like to Return an item or items purchased from the Loewe Online Boutique, you may do so within fourteen (14) working days following the date of delivery. You will be refunded the amount paid for the ítem(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 (Spain, Portugal) or Fedex (Rest of Europe), giving them the Loewe account number you will find on the returns form. Below is a list of the telephone numbers to arrange for a collection: 

Customer’s address

Delivery method

Local telephone number

 

 

Spain (Peninsular and Balearics)

UPS

902 888 820

 

 

Portugal

UPS

707 232 323

 

 

France

Fedex

0820 123 800

 

 

United Kingdom

Fedex

08456 07 08 09

 

 

Germany

Fedex

01803-123-800

 

 

Austria

Fedex

0800-123-800

 

 

Belgium

Fedex

02-752-7575

 

 

Cyprus

Fedex

35724625610

 

 

Finland

Fedex

010800515

 

 

Greece

Fedex

302106620222

 

 

Ireland

Fedex

1-800-535-800

 

 

Italy

Fedex

0800123800

 

 

Luxembourg

Fedex

8002-3555

 

 

Malta

Fedex

356-21807807

 

 

Netherlands

Fedex

31-20-6555260

 

 

Slovakia

Fedex

421-2-4821-0000

 

 

 

Slovenia

Fedex

590 99 999

 

 

 

Estonia

Fedex

800 2345

 

 

 

The article(s) must be in perfect condition, and returned in 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

In the case of exercising the right of withdrawal, Loewe reserves the right to charge the customer the direct cost of returning the product.

Loewe will refund the amount paid (excluding any 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 to make 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 personalized 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 freestanding stores do not offer refunds on any product(s) acquired from Loewe’s 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 within a period of 2 years after the date of purchase. Customers have a maximum period of 2 months to accept or dispute the solution proposed by Loewe (to repair, replace or refund the item) following the resolution date.

 

Care Guide

Thank you for choosing Loewe. Ever since 1846, the skill and know-how of our artisans have been passed down from generation to generation, to create the products designed by Loewe, a name synonymous with luxury. Love for tradition, precision, attention to detail and contemporary designs are the essence of our products. Loewe uses a wide variety of leather, offering incredible quality and feel. At times, there might be slight irregularities owing to the nature of the leather, a symbol of its beauty. Here are a few tips to help you care for our products and keep them looking as beautiful as the day you receive them:

  • - Avoid prolonged exposure to sources of light, heat, moisture and rain. In the latter case, we recommend wiping the item with a soft dry cloth and leaving it to dry at room temperature.
  • - Keep the item stored in its original packaging to preserve it. It will also help to avoid colour transfer owing to prolonged contact with another product.
  • - Try not to overfill or overload the item, so it doesn’t lose its shape.
  • - We advise against using chemical products to clean the item (do not use on leather, canvas, metal parts…)
  • - Please bear in mind that, owing to the high quality and shine of suede, one of its characteristics is that it does tend to fade.

If you have any questions about any of our products, please feel free to come into our stores where are staff will be delighted to help you. You can also contact our Customer Services Team. Loewe abides by International regulations regarding the protection and conservation of nature when manufacturing all its products.

After-Sales Service

If you have any queries regarding our after-sales services (alterations or repairs) or how to use our Online Store, our Customer Services Team will be delighted to assist you through the Contact page.

Legal Advice

The website of LOEWE, S.A. (“LOEWE”) with registered office in Madrid, calle Goya 4, 28001 Madrid, CIF A-28003861 and registered in the Mercantile Register of Madrid in Volume 335, Page 194, Sheet M-6657, is original creative work protected by the laws of intellectual property protection.

The website, as well as all the elements contained therein, are the exclusive property of LOEWE.

You cannot reproduce, represent or modify, whole or part of the site or any of the elements contained therein.

The trademarks and domain names that appear in the LOEWE website are the exclusive property of LOEWE. Any reproduction or unauthorized use of these trademarks or domain names, regardless of the manner or intention, is prohibited. LOEWE has taken all reasonable measures to ensure that the information in its website is accurate. Nevertheless, we cannot guarantee that this information is accurate, complete and up to date. LOEWE does not provide any warranty, express or implied, in relation to all or part of its website. LOEWE will not be responsible for any direct or indirect damages, of any nature, from the use of the website.

Access to the website, as well as the use of its contents are subject to the conditions set out in the section Terms and Conditions of use of the LOEWE website.