1. Contact

Should you need any assistance, please get in touch.

Call us:

English +44 2 074 991 284
Spanish +34 91 153 81 81
French +33 (0) 1 56 43 46 20
10am – 7pm (GMT +1) Monday to Saturday

Email us:

clientservices_eu@loewe.com

2. Shipping methods

Deliveries are free of cost. Estimated delivery time for France “Metropolitaine” and Corsica is 2- 6 business days.

Free returns are available within 14 days of your online order delivery date.

Please note we do not ship to the rest of French territory.

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

In order to guarantee security and speed, all orders are shipped using high quality courier services. Once your order has been dispatched, you will receive a tracking number and a direct link by email that will allow you to check the status of your order and follow its progress at the courier’s website.

Deliveries are made between 8am and 7pm and will require a signature to ensure safe and secure delivery of your order.

Ordering process:

Orders are placed online in the LOEWE online store. The customer shall bear the telecommunication costs for Internet access.

In accordance with the provisions of Article 1127-1 of the Civil Code, all the necessary steps for the sale are set out below:

i. To place an order, the customer clicks on the "Place in Cart" button next to the items. Each new addition to the cart will be indicated by the appearance of a specific screen. At any time, the customer may:

    - continue his visit in the LOEWE online store;
    - obtain a summary of the items he has selected or modify his order by clicking on the icon representing a shopping cart and accessible on each page;
    - complete his selection of items and choose his delivery method by clicking on the icon allowing him to proceed with the order.

ii. The customer then has to identify himself or open a customer account and fill in an order form specifying certain mandatory fields so that his selection can be taken into account by LOEWE, including his telephone number. In accordance with article L.223-1 of the Consumer Code, the customer has the possibility of registering free of charge on the list of opposition to telephone solicitation.

iii. The customer then has to choose his delivery method.

iv. A summary of the order will include all the information relating to the order, allowing the customer to check the details of the order and its total price. This summary also allows the customer to correct any errors before confirming the order as an expression of final acceptance, in accordance with Article 1127-2 of the Civil Code.

v. Once the customer has checked the status of his order, the customer will be invited to :

    - either click on the button allowing him to return to the shopping cart in order to modify the characteristics of his order and/or the information relating to his personal details;
    - or click on the button allowing him to validate his order so as to finalise his purchase and proceed with the payment of his order.

vi. By clicking on the “Purchase” button, the customer must, after having read the present Terms and Conditions, tick the box indicating that he has read and accepted the Terms and Conditions. The customer will then be considered to have accepted the present Terms & Conditions and to be under an obligation of paying his order.

vii. Once payment has been received and your order has been confirmed, your order will automatically be sent to LOEWE for processing.

viii. You will receive without undue delay an e-mail with the confirmation and details of your order by electronic means in accordance with Article 1127-2 of the Civil Code.




 

3. Collect in store

We also offer the possibility to pick up your loewe.com order in the selected store of your choice. This service is always complimentary.

Check the full list of stores where this service is offered through this link.

You will receive an email confirmation when your order is ready to be collected from the store. Please visit the selected store in within 15 days after this email is sent to collect your order.


    Collection yourself you need:
    - Order confirmation email
    - Government issued photo identification ID

We will verify your identity for security reasons, we could also make a copy of these documents. The store reserves the right to verify the Card or method of payment used to place the order. At collection, you will be asked to sign a collection receipt.

Representative needs:

    - Order confirmation email
    - Purchaser’s government issued photo identification
    - Representative’s government issued photo identification
    - Authorization letter signed by the purchaser

We will verify your identity for security reasons, we could also make a copy of these documents. The store reserves the right to verify the card or method of payment used to place the order. At collection, you will be asked to sign a collection receipt.

Purchaser must inform the authorized person of the time frame of 15 days to collect the order from the moment that the email is sent to inform that the order is ready to collect. Purchaser must make sure the authorized person is aware of all the required documents he will need to bring to be able to collect the order.

If you do not collect your order: Your order will be available in-store for 15 days. If not collected, it will be sent back and your original method of payment will be refunded.
 

4. Reservation in store

You can request a product reservation in a selected store of your choice.

Check the full list where this service in offered through this link.

You will receive an email confirmation when your order is ready to be collected from the store. Please visit the selected store in within 48 hours from the moment the confirmation email is sent to complete your purchase in store.

After this 48 hour time frame, the reservation will expire.

All purchases made in store off products reserve through loewe.com are subject to the store terms and conditions of sale.

5. 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 the courier company. If, for any reason, your purchase is not delivered within eight (8) working days, please contact our Client Service 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 your purchase upon receipt and notify the courier. If, for any reason, you wish to make a claim, you must contact our Client 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 and Returns.

6. 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/region of the billing address. Including:

Cards:
- Visa
- Mastercard
- American Express(except from the limitations of Amex in certain countries)
- Maestro
 
Alternatives:
- 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 card. 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 Client 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.
For payments made through www.loewe.com, online checks will be made directly with the relevant financial institutions. To ensure the security of transactions, Loewe carries out processing for the purposes of risk assessment and fraud prevention on the internet. We reserve the right to cancel transactions if necessary.
In addition, to guarantee the security of the transactions, we carry out controls requesting additional information. We reserve the right to cancel any order if the requested information is not provided accordingly.

The prices of LOEWE products are indicated in euros, including taxes. VAT is charged at the rate applicable at the time the order is placed. In accordance with the provisions of article L.221-11 of the Consumer Code, the customer will receive, at the latest at the time of delivery, for each of the products, written confirmation of the price paid with details of the price of the products and, if applicable, of the delivery costs or other optional services. We reserve the right to modify the prices of the products on the www.loewe.com website at any time and without notice. However, the prices that appear at the time the customer makes a purchase are those applicable to the purchase.

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 LVMH Fashion Group France SNC will be considered as irrefutable proof of the transaction.

Stock availability

LOEWE cannot be liable if stock is unavailable at any given time. In the case of an issue with ordered stock, LOEWE will contact the customer within 48 hours after purchase to offer a solution.

Select your country/region

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


 

7. Exchanges and returns

You may exchange the items purchased from LOEWE’s online store within thirty (30) days at our offline stores (except for department stores, outlets, wholesalers and franchises) within the same country of purchase, with the delivery note provided with every purchase, the order confirmation email or 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 in store can be made for items having equal price or higher price. If you exchange for an item having a higher price, you must pay the price difference.

Exotics, and 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.

Your legal rights for lack of conformity of products are not affected by this policy.

Returns

Free returns are available within 14 days of your online order delivery date.
If you would like to Return an item or items purchased from the LOEWE online store, you may do so within 14 calendar days following the date of delivery.

Returns are only accepted in the same country of the online purchase.

You will be refunded the amount paid for the item(s) within a maximum period of fifteen (15) days of receiving and approving the Return.

In accordance with applicable regulations, your legal right to withdrawal will not be applicable to orders for:

    - The supply of goods manufactured according to customer specifications or which are clearly personalized.
    - The supply of goods whose return is not suitable on health or hygiene grounds.

In the case of perfumes, the items must be returned in their original packaging, perfectly sealed and intact in order to guarantee the correct hygienic conditions. Depreciation could also be considered in this case.

In the case of Books or Stationery, the items must be returned in their original packaging, perfectly sealed and intact.

LOEWE will pay for the delivery cost of returning the item(s) to our Central Warehouse. Simply enter on My Account or click here.
The article(s) must be in perfect condition, and returned in its/their original packaging, along with all the accessories.

LOEWE will refund the amount paid (excluding any return delivery costs) to the card 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. This process might take up to 15 days.

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

All products purchased from loewe.com can only be returned from the same country/region or territory that it was shipped to, as indicated at the order confirmation stage of purchase.

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, according to local legislation, 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.

In the case that a quality issue is detected in another country of purchase, we will merit the Terms and Conditions of the country of purchase. Any necessary quality exchange must be for an item of equal or higher cost. If you exchange for an item having a higher price, you shall pay the price difference.

The return form can be downloaded here.

8. Care and repair guide

You will find a specific Care Guide by type of product on each product page.

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.

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 Client Service team will be pleased to assist you with any queries.  

Consumer goods guarantee

For all products sold remotely, LOEWE is liable for the French legal guarantee of conformity (Articles L217-4 to L217-14 of the Consumer Code), and the Guarantee against hidden defects (Articles 1641 to 1649 of the Civil Code) in the conditions set out by Law.

LOEWE informs the customer that if the customer is acting on the basis of the legal guarantee of the conformity, the customer:

    - Benefits from a period of 2 years from the delivery of the product to bring an action;
    - May choose between repairing or replacing the product, within the cost conditions provided by Article L217-9 of the Consumer Code;
    -Is exempted from providing the existence of the product’s lack of conformity during the 24 months following the delivery of the product. The legal guarantee of conformity applies independently of any commercial guarantee granted by LOEWE.


We remind you that the customer may also decide to make use of the guarantee against hidden defects of the sold item in accordance with Article 1641 of the Civil Code and that in case the customer may choose between the cancellation of the sale or a price reduction in accordance with Article 164 of the Civil Code.

Within the framework of the legal guarantee of conformity, LOEWE undertakes, at the customer's choice, to :

    - either replace the product with an identical product depending on available stocks,
    - or to refund the price of the product, within a maximum of 30 days, if the replacement of a product is impossible.

In the case of the legal guarantee for hidden defects, LOEWE shall, at the customer's choice, after evaluation of the defect :

    - either refund the full price of the returned product within a maximum of 30 days,
    - or refund a part of the price of the product within a maximum of 30 days, if the customer decides to keep the product.

Articles L.217-4, L.217-5, L.217-12 and L.217-16 of the Consumer Code, and Articles 1641 and 1648, first paragraph, of the Civil Code:

Article L.217-4 of the Consumer Code :

“The seller delivers goods in conformity with the contract and is liable for any lack of conformity existing at the time of delivery.

The seller is also responsible for defects in conformity that result from packaging, and from set-up or installation instructions when such conformity was covered by the contract or was performed under its responsibility.”

Article L.217-5 of the Consumer Code :

“The product complies with the contract :

1° If it is suitable for the use ordinarily expected of similar goods and, if relevant :

    - if it complies with the description given by the seller and possesses the qualities of the goods which the seller has held out to the consumer as a sample or model;
    - if it has the qualities that a consumer might legitimately expect in view of public statements made by the seller, the producer or his representative, particularly in advertising or on labelling;

2° Or if it has the features defined by mutual agreement between the parties or is suitable for any special requirement of the buyer which was made known to the seller and which the latter agreed to.”

Article L.217-12 of the Consumer Code :

“Any legal action prompted by lack of conformity is governed by a term of prescription of two years as of delivery of the goods.”

Article L.217-16 of the Consumer Code :

“Where the purchaser asks the seller, during the period of the commercial guarantee granted to him at the time of the acquisition or repair of a movable good, for a repair covered by the guarantee, any period of immobilization of at least seven days shall be added to the duration of the guarantee which remained to be fulfilled.

This period shall run from the date of the purchaser's request for intervention or from the time the goods in question are made available for repair, if the goods are made available after the request for intervention.”

Article 1641 of the Civil Code :

“The seller is liable for the guarantee against hidden defects of the sold product which render it unfit for the use for which it was intended, or which so impair that use that the purchaser would not have acquired it, or would only have given a lesser price for it, had he known of them.”

Article 1648 of the Civil Code :

“The action resulting from redhibitory defects must be brought by the purchaser within a period of two years following the discovery of the defect”.
 

9. 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 French 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 LVMH Fashion Group France SNC and its customers.

In the event of a dispute between LVMH Fashion Group France SNC and one of its customers about a transaction carried out on the www.loewe.com website, the data registered by LVMH Fashion Group France SNC 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 is subject to these Terms and Conditions of Sale. The offeror is LVMH Fashion Group France SNC (henceforth “LOEWE”) with headquarters at 2, rue Pont Neuf, 75001 Paris (France), listed in the Paris Trade and Companies Register under number 351 612 676.

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.

Customer complaint forms can be obtained by emailing clientservices_eu@loewe.com or are available from any store located in French territory.

LOEWE may update these Terms and Conditions of Sale at any time. 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.

10. Legal

Intellectual property

All the material within the www.loewe.com web site (drawings, designs, illustrations, photographs, sound tracks, written texts, logos, trademarks, etc.) is the exclusive property of LOEWE S.A. or any of its subsidiaries (henceforth “LOEWE”). You may not reproduce, distribute, publish, transmit, create works deriving from or based on, modify or sell any of the contained material, either totally or partially, by any means or process (unless otherwise expressly stated in this document).

The “LOEWE” trademark, the logo of the four Ls, and the rest of the brands and logos related with LOEWE, whether registered or not, that are displayed on the www.loewe.com web site, as well as the LOEWE.com domain name, are and will remain the exclusive property of LOEWE S.A. Any reproduction, distribution, transmittal, modification or use of these trademarks without the prior written consent from LOEWE S.A. is forbidden.

You may not eliminate any reference to copyrights, trademarks or any other indication regarding intellectual property rights contained in the www.loewe.com web site, or any other content included therein. You may create copies of the web pages published in the www.loewe.com web site for private and personal use and not for profit or commercial use, as long as any copies of said web pages retain all copyright or proprietary notifications and the rest of the intellectual property notifications contained therein.

The LOEWE S.A. (“LOEWE”) web site, with headquarters in Madrid, Calle Goya 4, 28001 Madrid, with tax ID CIF-A-28003861 and included in the Madrid Mercantile Register in Volume 335, Page 194, Sheet M-6657, is original creative work protected by the laws of intellectual property protection. The web site, as well as all the elements therein, is the exclusive property of LOEWE. Reproduction or representation, either totally or partially, of the web site or of any of the elements therein, as well as their modification, is strictly forbidden. The trademarks and domain names shown in the LOEWE web site are the exclusive property of LOEWE. Any unauthorized reproduction or use of these trademarks or domain names, regardless of their form or intent, is strictly forbidden. LOEWE has applied all reasonable means to ensure the information obtained in the web site is accurate. However, we make no guarantee about the accuracy, integrity and updating of said information. LOEWE provides no warranty, either express or implied, regarding all or part of its web site. LOEWE will not be liable under any circumstance for any direct or indirect damage, regardless of its nature, resulting from your use of the web site. The “LOEWE” trademark, the logo of the four Ls, and the rest of the brands and logos related with LOEWE, whether registered or not, that are displayed on the www.loewe.com web site, as well as the LOEWE.com domain name, are and will remain the exclusive property of LOEWE S.A. Any reproduction, distribution, transmittal, modification or use of these trademarks without the prior written consent from LOEWE S.A. is forbidden.

You may not eliminate any reference to copyrights, trademarks or any other indication regarding intellectual property rights contained in the www.loewe.com web site, or any other content included therein. You may create copies of the web pages published in the www.loewe.com web site for private and personal use and not for profit or commercial use, as long as any copies of said web pages retain all copyright or proprietary notifications and the rest of the intellectual property notifications contained therein.

The LOEWE S.A. (“LOEWE”) web site, with headquarters in Madrid, Calle Goya 4, 28001 Madrid, with tax ID CIF-A-28003861 and included in the Madrid Mercantile Register in Volume 335, Page 194, Sheet M-6657, is original creative work protected by the laws of intellectual property protection. The web site, as well as all the elements therein, is the exclusive property of LOEWE. Reproduction or representation, either totally or partially, of the web site or of any of the elements therein, as well as their modification, is strictly forbidden. The trademarks and domain names shown in the LOEWE web site are the exclusive property of LOEWE. Any unauthorized reproduction or use of these trademarks or domain names, regardless of their form or intent, is strictly forbidden. LOEWE has applied all reasonable means to ensure the information obtained in the web site is accurate. However, we make no guarantee about the accuracy, integrity and updating of said information. LOEWE provides no warranty, either express or implied, regarding all or part of its web site. LOEWE will not be liable under any circumstance for any direct or indirect damage, regardless of its nature, resulting from your use of the web site.

 

Applicable legislation, jurisdiction and mediation

The present Terms & Conditions shall be governed by the legislation of France.

In the event of a dispute regarding their interpretation and/or execution, the customer is required to send his complaints by e-mail to clientservices_eu@loewe.com

In the event of failure to submit a complaint to the customer service or in the absence of a response from this service within two (2) months from the date of receipt of the written complaint, the customer may refer the matter free of charge to the Consumer Mediator, who will attempt, in complete independence and impartiality, to bring the parties together with a view to reaching an amicable solution, in accordance with Articles L.611-1 et seq. of the Consumer Code.

The consumer mediator for LOEWE is the CMAP - Paris Mediation and Arbitration Centre, consumer mediator.

To submit a dispute to the mediator, the customer can fill out the form on the CMAP website: www.cmap.fr under the "You are: a consumer" tab, send his request by simple or registered e-mail to CMAP Médiation Consommation, 39 avenue Franklin D. Roosevelt, 75008 PARIS, or send an e-mail to consommation@cmap.fr. Whatever the means used to refer the matter to the CMAP, the customer's request must contain the following elements in order to be processed rapidly: his postal, e-mail and telephone details as well as the full name and address of LVMH Fashion Group France, a brief statement of the facts, and proof of the steps taken by the customer with LOEWE prior to referring the matter to the CMAP.

In addition, the European Commission provides an online dispute resolution (ODR) platform for online sales and service contracts between a consumer resident in the European Union and a trader established in the European Union.

This platform is accessible at the following address: https://webgate.ec.europa.eu/odr/. Recourse to mediation is an alternative mechanism which does not constitute a prerequisite for legal action. Any dispute that may arise from the interpretation or execution of the present Terms & Conditions and its consequences shall be subject to the exclusive jurisdiction of the French courts.

In the event that mediation or any other method of out-of-court settlement fails, any dispute shall be submitted to the exclusive jurisdiction of the French courts designated in accordance with the French rules of procedure.
 

Limitation of liability

LVMH Fashion Group France SNC does not guarantee or state that the www.loewe.com web site is free of viruses, worms, Trojans or other types of destructive material.


APPENDIX : Withdrawal form
Please complete and return this form only if you wish to withdraw from the contract.
I/We (*) hereby notify you (*) of my/our (*) withdrawal from the contract for the sale of the item: -----------------------------------------
Ordered on: ------------------------
received on : --------------------
Name of consumer(s): -------------------------
Address of consumer(s): -------------------------
Signature of consumer(s) (only if this form is notified on paper):
Date: ------------------------------
(*) Strike out if not relevant.

Gender Equality

LOEWE supports the French government's index-based initiative to promote gender equality, with a score of 89/100 points. This result reflects LOEWE's commitment towards equality in the workplace. We are determined to continue our efforts in this area.