Customer service

Customer Services

If you require any additional information regarding our services, please contact our Customer Service Department at Contact page.

, You can call us from Monday to Friday 9am to 5.30pm (EST) to the telephone number: 516-472-6262.You may also send us an email to customercare_us@loewe.es, we will reply in one business day.

 

Delivery timing and methods

Shipping Address

Service

Cost

Estimated delivery timing

Estados Unidos

Standard

Gratuito

3/4 working days

Delivery of Loewe items purchased via our Online Boutique is free.

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

-       Purchases made after 3pm will be dispatched the following day.

-       Purchases made on Fridays after 3pm will be dispatched on the following Monday as we do not deliver at the weekend.

Deliveries will take place between 8:30am and 7:00pm and all deliveries will need to be signed for.

Christmas Note:  if you wish to receive your gifts on time for Christmas day, the purchases must be completed before Friday 20th at 9am EST for deliveries in Alabama, Arkansas, Florida, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Missouri, New York, Ohio, Oklahoma, Texas, Wisconsin; and before Wednesday 18th at 9am EST for the rest of the States.

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.

A copy of your invoice will be sent to the Billing Address by post; It will not be sent with your purchase. Your purchased item(s) will include a delivery note in which the price is not featured in case your purchase is a gift.

Gifts and Packaging

All Loewe items purchased via the Online Boutique come gift wrapped. Our leather goods will be packaged in a black protective textile bag with our logo on 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. The invoice including the Price of the ítem(s) purchased will be sent to the billing address by mail. It will not be sent with purchased item(s) to the delivery address.

GIFT CARD

During the purchase process, you will be able to include a dedicated Gift Card 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 our Customer Service Department by email at customercare_us@loewe.es.

Please check your purchase upon receipt. If, for any reason, you wish to make a claim, please contact our Customer Service Department. Please note that for a claim to be valid customers will need to have all the packaging elements and they must be in perfect condition.

If you wish to return an item purchased via the Loewe Online Boutique, please follow the instructions detailed in the “Returns” section of the website.

Purchase & Methods of Payment

To purchase an item(s) via the Loewe Online Boutique, 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 (where we will send your invoice) and a delivery address which may be different to the billing address and could be a work address, a company address, 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 form of payment.

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

- Visa / MasterCard / American Express / Discover / Banco

- PayPal

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

Once payment is received and your purchase confirmed, Loewe will process your order. Confirmation of your order implies you have accepted the Terms and Conditions of the Loewe Online Boutique. You will receive an email confirming your order.

All prices featured are in US Dollars and any applicable taxes will be applied at time or purchase. Loewe reserves the right to modify the prices displayed in wwww.loewe.com at any time and without notice. However, the prices featured at time of purchase will be valid.

All personal information collected by www.loewe.com will be used as proof of order and/or purchase. In the event of a dispute between Loewe and a customer regarding an order and/or purchase in www.loewe.com registered data in Loewe S.A. will be used by Loewe as proof of order and/or purchase.

Product availability

All the Items listed in www.loewe.com are subject to availability. If, for any reason, the item selected is not available, our Customer Service Department will contact the customer are soon as it becomes available by email. 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 in www.loewe.com at any time.

Choice of Country

To ensure the correct display of currencies, methods of payment, prices and shipping terms and conditions in each region, customers must select their Country from the drop-down menu featured in the bottom left hand corner of  www.loewe.com.

The country will be pre-determined by the customer´s billing information and if they try to purchase in a country where the Online Boutique does not operate, the system will not allow them to complete their purchase.

Returns

An item(s) purchased via the Loewe Online Boutique may be returned within 14 working days from the date of receipt of the item(s) purchased. Working days will be calculated according to the laws relating to this matter applicable in the country of delivery. A total refund will be given within a maximum of five (5) working days from the date the item(s) is received by Loewe and Loewe will incur the shipping costs to our warehouse. To return an item, customers should contact Fedex to organize the pick up with the return label included on the package. If you have any doubts, please contact us Monady to Friday 9am to 5.30pm (EST) to telephone number: 516-472-6262.

 The item(s) must be returned in perfect condition and intact with any accessories and the original packaging to the following address:

Stellae International Inc. USA

Loewe  Online Boutique - Returns
1111 Marcus Ave. Unit 5A
Lake Success, NY 11042
            

 You may use the Fedex label included on the package.

If Loewe does not agree to return an ítem(s) customer may be liable for the shipping fees back to your warehouse.

Refunds (excluding the cost of returning the product to customers) 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 items purchased via the Online Boutique may not be exchanged or refunded.

Loewe accepts no responsibility for the loss of items purchased via the Loewe Online Boutique or for claims made after the claims time period has elapsed.

Items purchased via the Online Boutique may not be returned in any of our offline stores.

 

After-Sales Service

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 through the Contact page.

You can also send us an email to customercare_us@loewe.es or call us to 516-472-6262  from Monday to Friday 9am to 5.30pm (EST). 

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

 

 

Consumer goods guarantee

If an article is faulty, Loewe will, as appropriate, repair, replace, reduce the price or terminate the contract, the procedures of which will be free of charge for the consumer and user. Loewe will be liable for the lack of conformity within a period of two months from the time is it is notified of this.

Legal

Governing law and jurisdiction

These General Conditions of Sale shall be governed by Spanish law. The parties will have the choice to submit to resolve disputes in the courts of the user’s domicile and to renounce any other jurisdiction.  Furthermore, Loewe as a member of Spain’s ONLINE TRUST AND CONFIDENCE  and under the terms of its Code of Ethics about commercial agreements and advertising, data protection and the protection of minors and accessibility; users may go to the extra-judicial service provided by CONFIANZA ONLINE (www.confianzaonline.es), part of the Advertising Board and the National Consumers’ Chamber.

Intellectual Property

All material included on the www.loewe.com website (drawings, designs, illustrations, photographs, sound tracks, written text, logos, trademarks...) are the exclusive property of LOEWE S.A. or any of its subsidiaries. You cannot reproduce, by any means or process (except as expressly provided herein), totally or in part, distribute, publish, transmit, create works deriving from or based on, modify or sell any such material contained therein.

The “LOEWE” trademark, the four L’s logo, and all other brands and logos related to LOEWE, whether or not registered, displayed on the www.loewe.com website, as well as the domain name LOEWE.com, are and will remain the exclusive property of LOEWE, S.A. Any reproduction, distribution, transmission, modification or use of these registered trademarks for any purpose without prior express written agreement from LOEWE, S.A. is prohibited.

You may not remove any copyright, trademark or other proprietary notice contained in the www.loewe.com website, or any content contained therein. You may make copies of the web pages published on the www.loewe.com website for your own private, personal and non-commercial use, provided that any copy of such web pages shall retain all copyright and other proprietary notices contained therein.

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.