This service may not be available under certain circumstances.

Products ordered on loewe.com may be picked up at the store of your choice. This service is free of charge.

For a list of stores where you can pick up your product, please click here. However, please be aware that this service may not be available due to the store's circumstances or other factors. The availability of this service is at the sole discretion of Loewe, and we ask for your understanding in advance.

You will receive a confirmation email when your product has arrived at the store you have designated and is ready for pickup. You have 14 business days from the date of receipt of the email to pick up your order at your designated store. You cannot specify the date and time to pick up your order at Loewe store.

If you are picking up your order in person, you will need the following:

- Order confirmation email
- Photo identification of the purchaser

We will also carry out identity verification using a photo ID of the purchaser. Please note that we may make a photocopy of your ID. Also, please sign the receipt when you pick up your order.

If you are picking up your order by proxy, you will need the following:

- 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 also carry out personal identification verification for a representative who collect items on behalf of the purchaser, similar to when items are collected by the purchasers themselves. Furthermore, when an item is collected by a representative, we will require the representative to sign the receipt.

If a representative is requested to pick up the product, the purchaser must inform the representative of the period of time the product will be available for pickup. Also, please make sure that the agent has all the necessary documents to pick up the product.

If you do not receive the products you ordered: In the unlikely event that you do not pick up your order within 14 business days starting from the date you receive the confirmation e-mail, your order will be considered cancelled and you will be refunded using the payment method used to place the order. Please note that Loewe is under no obligation to send reminders for collection during this collection period after the confirmation email has been received by you. The absence of such reminders does not affect Loewe's rights as stipulated in this section.

Please note that products ordered by telephone and through the official website are not eligible for tax-free sales. Therefore, even if you wish to collect items at a Loewe store, you will not be able to use the tax exemption procedures at the store.

Please note that we will not contact you to encourage you to pick up your order.

Please note: Depending on the product and situation, this service may not be available. loewe.com offers a product layaway service at the store of your choice.

For a list of stores that offer this service, please click here.

You will receive a confirmation email as soon as your order is ready for pickup at the store. You have 48 hours after receiving the email to complete your purchase at your selected store. However, please be aware that this service may not be available due to the store's circumstances or other factors. The availability of this service is at the sole discretion of Loewe, and we ask for your understanding in advance.

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

If you purchase a product in the store after having placed your order on loewe.com, the store's terms and conditions of sale will apply.

The products remain the property and responsibility of Loewe until they have been delivered to the address specified and the payment has been received in full. Products are insured against loss or accidental damage during shipping. Verification by the shipping company is required in such cases. If you have not received your product within 8 business days after the business day following receipt of your order, please contact Client Services within 30 days of the scheduled delivery date which described in an Email we send.

When you receive your products, please check the invoice to make sure that the products you ordered are correct, and inform the delivery company if there is any mistake. If you have any questions regarding the products you have received, please contact Client Services. In such cases, please keep the product in its original condition, unused and complete, including packaging and accessories.

If you wish to exchange or return a product purchased on the Loewe Official Online Store, you may do so in accordance with the exchange and return policy.

If you use a credit card, we will only accept the card in your name. Please note that if the information entered in the billing address differs from the cardholder's information, the order will be rejected by the bank. Payment is finalized at the time of application and will be deducted on the designated debit date of your credit card.


When purchasing a product on the official Loewe online store, please click the “Add to Shopping Bag” button on the product page, then click the “Make Purchase” button to confirm your order. Then, on the Secure Checkout page, you will be asked to enter your billing address (where you want the money to be charged) and your shipping address (you can choose a different location than your billing address, such as your place of work, your company, or the person to whom you want to send the gift). Finally, choose your payment method on the Secure Payment page.

loewe.com accepts a variety of payment methods depending on the country and region of your billing address.

Credit/debit cards:
Payment method is lump sum only, no installments (Except for PayPal in specific cases)
- 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
- Cash on Delivery

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. We reserve the right to determine, at our sole discretion, whether to accept your order or not. A sales contract with you as the customer shall be established upon our acceptance. Please be aware that we may terminate a transaction if deemed necessary, according to our discretion.

Cash on delivery payment method is available for purchases of up to 300,000 yen (including consumption tax). The payment will be made by cash, credit card or debit card to the courier upon arrival of the product.

If the payment method is cash on delivery, the delivery must be made to the person who placed the order.

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.

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.

To prevent identity theft and fraudulent use of credit card transactions, we have implemented a card verification system. and a payment processing system.

Please be aware that your order may be unexpectedly cancelled.

The prices of Loewe products are quoted in Japanese yen (including tax). We reserve the right to change them at any time and without notice at www.loewe.com. The price to be paid by the customer is the price indicated on the order screen, and payment of such price is finalized when the customer confirms the order.

The time of payment will be determined by the payment method chosen by the Customer and according to the practices of credit card companies and other payment institutions. The payment of the price will be made at the time the order is placed. Data and information registered in www.loewe.com will serve as evidence of the transaction between Loewe and the Customer. In case of conflicts between www.loewe.com and the customer, all data and information registered will serve as evidence of such transaction and will be deemed to be the payment of the price. The amount of the payment is determined by the credit card company or other clearing house.

The shipment will not include receipts. If you would like a receipt, please contact the client service.

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.

If you made the payment with cash on delivery payment method, the product cannot be exchanged in the store. 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.


Returns

Products purchased at the official Loewe online store may be returned within 14 days from the date of arrival of your order, provided that the return must arrive within 14 days. Returns of purchases made in loewe.com from 14th November can be requested until the 15th of January. The number of business days to exercise a refund will be calculated by the number of days stated in the applicable laws and regulations for the region to which the products are being delivered.

Returns will only be accepted if the product is shipped from the country where the customer's shipping address is located as entered in the order.

Products can only be returned if they are unused and in their original condition, including packaging and accessories

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

- Products that have been customized or ordered with personalization.
- Products that are not suitable for return for health or hygiene reasons.

If you paid by cash on delivery, you will receive an email from Wellnet Co., Ltd., our refund processing agency, with instructions on processing your refund.You will need to follow the instructions in the email to process your refund on the website provided by Wellnet Co., Ltd. The account name must match the name of the person who placed the order, and it is not possible to transfer money to an account other than the person who placed the order. Only banks that are members of the Japanese Bankers Association can be designated as the transfer destination.

As soon as the returned product arrives at our warehouse, our quality control department will examine the condition of the product. If this examination confirms that the product is in a returnable condition, we will refund the purchase price within 15 days from the date of arrival at our warehouse. Refunds are made through the payment method used at the time of purchase, so only the purchaser of the product is eligible to return it. It may take up to 15 days from the date of arrival at our warehouse for this process to be completed.

We will pay the shipping costs associated with returning the product to our warehouse.

Telephone:

03-6215-6116

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

E-mail:

[email protected]



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 order process, the customer must confirm the purchase by clicking on ‘Buy’ by himself. Once the order is confirmed, the information is sent to Loewe to process the order. No changes or cancellations can be made once the order has been confirmed, except as required by the Terms and Conditions of Sale or Japanese law. Confirmation of an order constitutes acceptance of all the Terms and Conditions of Sale. We will send you an order confirmation email with 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 [email protected]

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.