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 within 14 days of delivery of this email to pick up your order.

If you are collecting the order yourself, you will need:

- Order confirmation email
- Government issued photo ID

We will verify your identity for security purposes, and a copy of these documents may be made for our records. The store reserves the right to verify the card or method of payment used to place the order. At time of collection, you will be asked to sign a collection receipt.

If sending someone to collect the order on your behalf, your authorised collector will need:

- Order confirmation email
- Government issued photo ID of the purchaser (yourself)
- Government issued photo ID of the authorised collector (the person collecting on your behalf)
- Authorization letter signed by the purchaser

We will verify your identity for security purposes, and a copy of these documents may be made for our records. The store reserves the right to verify the card or method of payment used to place the order. At time of collection, your authorised collector will be asked to sign a collection receipt.

The purchaser must inform the authorised person to collect the order within 15 days of delivery of the notification email sent to inform that the order is ready to collect. The purchaser must ensure the authorised person is aware of all the required documents required at time of collection to pick up 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.

No tax refund for online purchases.

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 within 48 hours from delivery of the confirmation email sent to complete your in-store purchase.

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.

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. Such a case will require confirmation from the courier service. If, for any reason, your purchase is not delivered within eight (8) working days, please contact our Client Service Department. Please notify us of this delay within 30 days from the estimated delivery date, so that we can deal with the incident accordingly.

Please check your purchase upon receipt and notify the courier if there are any issues. 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 Exchanges and Returns.

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 finalise your purchase. You will then be directed to our secure checkout area where you can specify a billing address 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, etc.). The final step is the Secure Payment screen, where you will be able to select from various payment methods.


Loewe.com accepts different forms of payment depending on the country/region of the billing address. Including:

Credit/debit cards:
- JCB
- Visa
- MasterCard
- American Express (except from the limitations of Amex in certain countries)
- Maestro
- Diners
- Union Pay

Alternative payment methods:
- PayPal
- Apple Pay
- Alipay

You are responsible for the relevant charges or fees, if any, applied by your card issuer, bank or other payment institution as a result of our processing of your payment.
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.

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 shown in Japanese yen 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 LVMH FASHION GROUP JAPAN K.K. 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.

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.

Exchange

Products purchased on the official Loewe online store can be exchanged in-store at Casa LOEWE Omotesando or Casa LOEWE Tokyo (Ginza) within 30 days of the date of receipt. To exchange a product, you will need one of the following: the delivery receipt for the product, the order confirmation e-mail, or the official invoice from your online purchase. Products can only be exchanged if they have not been used and if the complete set of items, including packaging and accessories, is in the same condition as when delivered.

You can exchange a product in-store for a product of equal or greater value. When exchanging a product for a higher-priced product, you must pay the difference.

Customised (e.g. personalised) products, special collections, and made-to-order/reserved products purchased on the official Loewe online store cannot be exchanged or returned.

To ensure proper hygiene, candles, fragrances and liquid soap can only be exchanged if they are unused and unopened, with the packaging in the same condition as when delivered. In this case, depreciation of the value is also taken into account.

Books and stationery can only be exchanged if they are unused and unopened, with the packaging in the same condition as when delivered.

Your legal rights with regard to product non-conformity are not affected by this policy.


Product returns

Free returns are available within 14 days of your online order delivery date. Returns are only accepted in the same country of the online purchase.

Products purchased on the official Loewe online store can be returned within 14 calendar days from the date the ordered product is delivered.

Returns will only be accepted if the goods were shipped from the country in which the customer's delivery address entered when placing the order is located.

Products can only be returned if they have not been used and if the complete set of items, including packaging and accessories, is in the same condition as when delivered.

However, returns cannot be accepted if any of the following apply:

- Customised or personalised products.
- Products for which a return is not appropriate for health or hygiene reasons.

As soon as the returned product arrives at our warehouse, our quality control department will examine its condition. If this examination finds that the product is in returnable condition, a refund of the product cost will be made within 15 days from the date of arrival at the warehouse. Only the person who purchased the product can return it, as refunds are made via the payment method used at the time of purchase. This process may take up to 15 days from the date of arrival at the warehouse to complete.

We will cover the shipping costs for returns to our warehouse. If you wish to return a product, please submit a return request on the Loewe.com website and arrange for the return of the product using the return shipping label provided with the product. If your product arrived from an overseas warehouse, please create and print a return shipping label on the Loewe.com website.

Telephone:

03-6215-6116

Opening hours 10:00 – 19:00 (except public holidays and end-of-year/New Year holidays)

E-mail:

jpcontact@jp.loewe.com

To return a product, please complete our designated returns form and send it to Loewe Client Services.

Our Client Service Team address is as follows:

Address for shipping returns:

Address: Baraki BILT-2, 2526-23 Baraki, Ichikawa, Chiba Prefecture 272-0004

Addressee: Nippon Express Loewe Japan Online

We accept no liability for lost, incorrectly addressed or late returns of items to the Loewe official online store. These risks associated with returns are at the customer's own liability.

Exotics, and any other product purchased from the LOEWE online store which has been customised or is part of special pre-order collections, is not subject to the Exchanges and Return policy

Liability for contractual non-conformity

If a product purchased on the official Loewe online store is defective, Loewe will either repair, replace or refund it at no extra cost.

If the product is non-conforming, the time limit for taking action is two years from receipt of the product.

If a quality issue occurs outside the country of purchase, this will be subject to the terms and conditions of the country of purchase.

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, then 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

If an article is faulty, LOEWE will, according to local legislation, 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 from the date of purchase.

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 of a higher price, you shall pay the price difference.

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 Japanese 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.

Ownership of the product shall transfer to the customer when the order is confirmed. Please note that the Company cannot be held responsible for any loss, theft or damage to the products.

The sale of products on the Official Loewe Online Store is subject to these Terms and Conditions of Sale.

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.

Client complaint forms can be obtained by emailing jpcontact@jp.loewe.com

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.

Intellectual property

All the materials within the www.loewe.com web site (drawings, designs, illustrations, photographs, sound tracks, written texts, logos, trademarks, etc.) are 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 all other 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 shall 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 remove 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 an 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 unauthorised 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.

Applicable legislation, jurisdiction and controversies

These Terms and Conditions shall be governed by the legislation of Japan. Any cause of action that may arise will be brought in the appropriate court in Tokyo.

Both access to the web site and use of its contents are subject to the conditions set out in the Terms and Conditions of use of the LOEWE web site.


Limitation of liability

LVMH FASHION GROUP JAPAN G.K. does not guarantee or state that the www.loewe.com web site is free of viruses, worms, trojans or other types of destructive material.