Contact
For any inquiries or assistance, the Loewe Client Service team is readily available to help. Please do not hesitate to get in touch through our dedicated contact page for prompt and personalized support. We are committed to ensuring a seamless and enjoyable shopping experience for you.
Shipping Methods
Enjoy complimentary delivery on all orders placed on the Loewe Hong Kong Online store. We strive to deliver your purchases efficiently and securely. Estimated delivery times are as follows:
Asia, Middle East:
- Hong Kong SAR: 2-7 business days
- Bahrain: 2-7 business days
- Brunei: 2-7 business days
- India: 2-7 business days
- Indonesia: 2-7 business days
- Israel: 2-7 business days
- Japan: 2-7 business days
- Jordan: 2-7 business days
- Kuwait: 2-7 business days
- Macao SAR: 2-7 business days
- Malaysia: 2-7 business days
- Oman: 2-7 business days
- Philippines: 2-7 business days
- Qatar: 2-7 business days
- Saudi Arabia: 2-7 business days
- South Korea: 2-7 business days
- Singapore: 2-7 business days
- Taiwan Region: 2-7 business days
- Thailand: 2-7 business days
- UAE: 2-7 business days
Europe:
- Spain (Mainland and Balearic Islands): 2-6 business days.
- Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Metropolitan France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Switzerland, United Kingdom: 2-7 business days.
America, Oceania:
- Australia: 2-6 business days
- Canada: 2-6 business days
- Chile: 2-6 business days
- Colombia: 2-6 business days
- Mexico: 2-6 business days
- New Zealand: 2-6 business days
- Puerto Rico: 2-6 business days
- United States of America: 2-6 business days
Africa:
- Ivory Coast: 2-6 business days
- Kenya: 2-6 business days
- Mauritius: 2-6 business days
- Morocco: 2-6 business days
- Nigeria: 2-6 business days
- Senegal: 2-6 business days
- South Africa: 2-6 business days
Image: Loewe’s signature packaging ensures your online purchases from Loewe Hong Kong arrive in impeccable condition.
Collect in Store
For customers in select locations, Loewe offers the convenient option to collect your online order directly from a Loewe store of your choice. This complimentary service allows you to shop online at Loewe Hong Kong and pick up your purchase at your convenience.
To find a store offering this service, please check the complete list of participating stores via this link.
Once your order is processed and ready for collection, you will receive an email notification. Please visit your chosen store within 14 days of receiving this email to collect your order.
For Collection by the Purchaser:
- Required Documents:
- Order confirmation email (printed or digital).
- Government-issued photo identification (ID) for verification purposes.
We prioritize security and may verify your identity and, in some cases, make copies of the provided documents. The store also reserves the right to verify the payment method used for the online purchase. Upon collection, you will be asked to sign a collection receipt to confirm your order has been received.
For Collection by a Representative:
If you authorize a representative to collect your order, they will need to present the following:
- Required Documents:
- Order confirmation email (printed or digital).
- Purchaser’s government-issued photo identification.
- Representative’s government-issued photo identification.
- Authorization letter signed by the original purchaser, granting permission for the representative to collect the order.
Similar to direct collection, we will verify identities for security and may copy documents. Payment method verification may also be conducted. Your representative will be required to sign a collection receipt upon successful order pickup.
It is the purchaser’s responsibility to inform the authorized representative about the 14-day collection timeframe and ensure they possess all necessary documentation for a smooth collection process.
Uncollected Orders: Orders not collected within the 14-day timeframe will be returned to our warehouse, and a full refund will be issued to the original payment method.
Reservation in Store
Beyond online purchases, Loewe Hong Kong also provides the option to reserve items at your preferred Loewe store. This service allows you to check the availability of a desired item and hold it for in-store purchase.
To discover stores offering the reservation service, please follow this link.
After placing a reservation, you will receive an email confirmation once the item is ready for you at the selected store. Please visit the store within 48 hours of receiving the confirmation email to complete your purchase. Reservations are held for a 48-hour period; after this time, the reservation will automatically expire.
Please note that all in-store purchases of reserved items are subject to the terms and conditions of sale of the respective Loewe store.
Packaging & Gifts
Every order from Loewe Hong Kong Online is delivered in our iconic and luxurious packaging. Your selected items are carefully protected within a grey herringbone cotton cover, adorned with the signature anagram label. These are then placed within Loewe’s distinctive smokey white gift box, ensuring an exceptional unboxing experience.
For leather ready-to-wear pieces, to further safeguard the quality of our premium materials, items may be shipped in larger, specialized boxes.
Image: Explore Loewe Hong Kong Online’s exquisite packaging and gift options, perfect for treating yourself or loved ones.
Gifts
Loewe Hong Kong Online offers a personalized gifting service. During checkout, you can choose to include a complimentary Gift Message with your purchase. Compose your personal message, and it will be elegantly included with the gift.
To ensure a seamless gift-giving experience, orders sent as gifts will not include a price invoice. Instead, a delivery note with omitted pricing details will be included in the parcel, allowing you to send your Loewe purchase directly as a thoughtful gift.
Insurance
Loewe retains property and responsibility for all goods until they are successfully delivered to the specified delivery address and full payment has been received. For your peace of mind, all items are insured against loss and accidental damage during transit. In the unlikely event of an issue during delivery, the matter will be validated by the courier company to ensure a fair resolution.
If your purchase does not arrive within eight (8) working days of the estimated delivery date, please contact our Client Service Team promptly. To allow us to effectively investigate any delivery issues, please notify us of any delays within 30 days from the estimated delivery date.
Upon receiving your Loewe purchase, please carefully inspect the package and its contents. If there are any concerns, please notify the courier immediately. Should you wish to make a claim regarding your delivery, it is essential to contact our Client Service Team and retain all original Loewe packaging in good order, as it may be required for the claims process.
If you wish to exchange or return your purchase from the Loewe Hong Kong online store, please refer to the terms and conditions outlined in the “Exchanges and Returns” section below for detailed instructions.
Purchase and Secure Payment
Shopping at Loewe Hong Kong Online is designed to be straightforward and secure. To purchase an item, simply click “Add to Shopping Bag” on the product page for each item you desire. Once you have added all your items, proceed to checkout by clicking the “Purchase” button to finalize your order.
This will direct you to our secure checkout area. Here, you will be prompted to enter both a billing address (where your invoice will be sent) and a delivery address. Note that the delivery address can differ from the billing address – ideal for sending gifts or having your purchase delivered to your workplace.
The final step is Secure Payment. Loewe Hong Kong Online offers a variety of payment methods for your convenience and security. Select your preferred payment method to complete your transaction.
For enhanced security, particularly with card payments, you may be redirected to your bank’s webpage after pressing the ‘Purchase’ button. This is part of the 3D Secure Code system, an added security measure implemented by banks to protect online transactions. You may be asked to enter a security password associated with your card to authorize the payment. This password is personal to you and provided by your bank. For any queries regarding your 3D Secure Code, please contact your bank directly or reach out to our Client Service Team for assistance.
Please note that Loewe credit coins or credit notes issued by physical Loewe stores cannot be used for purchases on the Loewe Hong Kong online store. Online and offline credit systems are currently separate.
Once your payment is successfully processed and your order is confirmed, your order will be automatically sent to Loewe for processing and dispatch. Confirmation of your order signifies your full acceptance of the Terms and Conditions of Sale applicable to Loewe’s online store.
You will promptly receive an email confirming your order, including comprehensive details of your purchase for your records.
Prices for Loewe products on the Hong Kong online store are displayed in Euros, Pounds Sterling, US Dollars, Japanese Yen, and Hong Kong Dollar (HKD), inclusive of applicable taxes. Loewe reserves the right to modify product prices on the www.loewe.com website at any time without prior notice. However, rest assured that the price displayed at the time of your purchase is the price you will be charged.
All transaction data recorded by the www.loewe.com website serves as irrefutable proof of transactions between Loewe and its customers. In the event of any dispute regarding a transaction made via the www.loewe.com website, the data logs of LOEWE S.A. will be considered definitive evidence of the transaction details.
Stock Availability
While Loewe Hong Kong Online endeavors to maintain accurate stock levels, occasional discrepancies may occur. Loewe cannot guarantee that all items will be available at all times. In the event of a stock issue affecting your order, Loewe will contact you within 48 hours of your purchase to discuss available solutions, which may include offering an alternative item, adjusting your order, or issuing a refund.
Select Your Country or Region
To ensure you are viewing the correct currency, payment options, and shipping information relevant to your location, please select your country or region from the drop-down menu typically located at the top left-hand corner of the www.loewe.com webpage. This ensures a localized and accurate browsing and shopping experience.
Exchanges and Returns
Loewe Hong Kong Online aims for complete customer satisfaction. If you need to exchange or return an item purchased from our online store, we offer convenient options.
Exchanges:
Items purchased from the Loewe Hong Kong online store can be exchanged within thirty (30) days of purchase at any Loewe offline store, excluding department stores, outlets, wholesalers, and franchises. To facilitate an exchange, you will need to present the delivery note included with your purchase, the order confirmation email, or the official invoice for your online purchase.
For a successful exchange, the item(s) must be returned in their original, unused condition, complete with all original packaging and accessories. Items showing signs of wear or damage may not be accepted for exchange.
Please be aware that exchanges are currently not accepted at Loewe retail stores in Mainland China or South Korea, unless the original purchase was made in those locations.
For hygiene reasons and to maintain product integrity, perfumes must be returned in their original packaging, perfectly sealed and unopened to be eligible for exchange. Depreciation may be considered if the perfume packaging is not in its original sealed condition.
Certain product categories are excluded from our standard exchange policy. Items that have been customized or are part of special pre-order collections are not eligible for exchange or return unless faulty.
Dice Charms purchased individually from our online store can only be returned or exchanged as a complete set if they were originally bought as a set. Exchange of individual Dice Charms is not permitted.
Returns:
If you wish to return an item purchased from Loewe Hong Kong Online for a refund, you may do so within 14 working days from the date of delivery. The calculation of working days for exercising your right of withdrawal will be based on the applicable legislation in Hong Kong SAR.
Upon receiving and approving your returned item(s), you will be refunded the full purchase price within a maximum period of fifteen (15) days. Refunds will be credited back to the original payment method used for the purchase.
In accordance with applicable regulations, your legal right to withdrawal (and therefore returns) does not apply to the following order types:
- Goods made to customer specifications or clearly personalized items.
- Goods that are not suitable for return due to health protection or hygiene reasons (e.g., opened perfumes or cosmetics).
For returns of perfumes, the items must be returned in their original packaging, perfectly sealed and unopened to ensure hygienic conditions. Depreciation may be considered if the returned perfume is not in its original sealed condition.
Books and Stationery items must also be returned in their original packaging, perfectly sealed and intact to be eligible for a full refund.
Loewe Hong Kong Online provides complimentary return shipping for eligible returns. To initiate a return, simply log in to “My Account” on the Loewe website or click here to access the returns portal.
To ensure a smooth return process, the item(s) must be in perfect, resaleable condition and returned in their original packaging, including all accompanying accessories.
Loewe will process your refund, excluding any original delivery costs (if applicable), to the original payment card used for the purchase. Please note that only the original purchaser can request a return, as the refund will be issued directly to the original payment card. Please allow up to 14 days for the refund to be processed and reflected in your account.
Please note that customized items ordered from Loewe Hong Kong Online are not eligible for return or refund unless they are deemed faulty.
All products purchased from loewe.com can only be returned from within the same country/region or territory to which they were originally shipped, as indicated in your order confirmation. Returns from different locations cannot be processed.
Loewe is not responsible or liable for any item(s) you wish to return that are lost, misdirected, or delivered late during the return shipping process. The customer assumes the risks associated with return shipping.
Loewe offline stores, including those in Hong Kong, do not offer refunds for products purchased from the Loewe online store. Online purchases must be returned through the online returns process.
In the event that a product is found to be non-conforming or faulty, customers in Hong Kong are entitled to the legal guarantees provided under Hong Kong law. Loewe will, as appropriate, repair or replace the product, or offer a price reduction or contract termination, as per legal requirements. These remedies are provided free of charge to the consumer. Loewe is liable for lack of conformity issues that become apparent within two years of delivery. Customers must inform Loewe of any lack of conformity within a reasonable time after becoming aware of it. These legal guarantees are in addition to, and separate from, any commercial guarantee offered by Loewe.
Care and Repair Guide
Loewe products are crafted with exceptional materials and designed for longevity. To ensure your Loewe item remains in its best condition, a specific Care Guide is available on each product page, tailored to the material and type of product.
To generally maintain and preserve your Loewe item, avoid prolonged and direct exposure to intense light and heat sources. When not in use, we recommend storing your item in its original packaging to protect it from dust and potential damage.
Avoid contact with water, oils, perfumes, or cosmetics, as these substances can potentially harm the materials. Should your Loewe item become wet, gently remove any excess moisture without rubbing. Dab the area with a soft, absorbent cloth and allow it to air dry naturally at room temperature.
If you have any specific questions regarding the care and upkeep of your Loewe products, please visit one of our Loewe stores in Hong Kong. Our knowledgeable staff will be delighted to provide personalized assistance and information regarding Loewe’s professional Cleaning Service, if applicable.
Loewe is committed to environmental responsibility and adheres to international standards for the protection and conservation of the environment in the production of all its products.
Image: Loewe’s commitment to craftsmanship ensures your luxury items are made to last. Follow our care guide to maintain their beauty.
After-Sales Service
Loewe’s dedicated Client Service team is available to assist you with any after-sales queries or concerns you may have. Please do not hesitate to contact us for any support you require.
Consumer Goods Guarantee
In the unfortunate event that a Loewe article proves to be faulty, Loewe will take appropriate action in accordance with consumer law. This may include repair, replacement, price reduction, or contract termination, depending on the nature of the fault and legal requirements. These procedures will be carried out free of charge to the consumer. Loewe is responsible for addressing non-conformities that arise within 2 years from the date of purchase, ensuring your peace of mind.
Terms and Conditions
At the final stage of the online ordering process at Loewe Hong Kong Online, you will be prompted to click “Purchase” to formally confirm your purchase and proceed with the transaction.
Once your order is confirmed, it is immediately sent to Loewe for processing and dispatch. Please note that orders cannot be modified or canceled after confirmation, except in specific circumstances as outlined in these Terms and Conditions of Sale or as mandated by applicable Spanish law.
Confirmation of your order expressly signifies your full and unconditional acceptance of all Terms and Conditions of Sale governing purchases from Loewe’s online store. You will receive an email containing detailed information about your order, serving as confirmation of your transaction.
All data and records maintained by the www.loewe.com website serve as conclusive proof of transactions conducted between LOEWE S.A. and its valued customers.
In the event of any dispute arising between LOEWE S.A. and a customer concerning a transaction carried out via the www.loewe.com website, the data logs and records of LOEWE S.A. will be considered irrefutable evidence of the transaction details and terms. Upon the effective date of delivery, all risks associated with the purchased Products, including loss, theft, or damage, transfer to you, the customer.
The sale of any product through Loewe’s Official online store is explicitly governed by these comprehensive Terms and Conditions of Sale.
The offering entity for online sales is LOEWE S.A., with its registered headquarters located at Goya, 4 – 28001 Madrid, Spain. LOEWE S.A. is officially registered in the Madrid Commercial Register, Volume 335, Folio 194, Page M-6657, and holds tax ID number A-28003861.
Orders for Loewe products are exclusively accepted from natural persons and companies who are purchasing for personal use and not for resale or commercial distribution.
Any resale or distribution of Loewe products purchased from the www.loewe.com website is strictly prohibited and violates these Terms and Conditions of Sale.
Customer complaint forms can be obtained by sending an email to [email protected] or are readily available at the Madrid Flagship store located at Calle Goya 4, 28001 Madrid, Spain.
Loewe reserves the right to update or modify these Terms and Conditions of Sale at any time without prior notice. The most current version of the Terms and Conditions of Sale is always accessible for review by clicking on the Client Service link on the website. To place an order through Loewe’s online store, you must explicitly accept the Terms and Conditions of Sale as they are in effect at the time of order placement.
Intellectual Property
All materials featured on the www.loewe.com website, including but not limited to drawings, designs, illustrations, photographs, sound recordings, written text, logos, and trademarks, are the exclusive intellectual property of LOEWE S.A. or its affiliated subsidiaries (collectively referred to as “LOEWE”). You are strictly prohibited from reproducing, distributing, publishing, transmitting, creating derivative works from, modifying, or selling any of the copyrighted material, either in whole or in part, by any means or process, unless expressly authorized in writing within this document.
The ‘LOEWE’ trademark, the distinctive logo of the four Ls, and all other brands and logos associated with LOEWE, whether officially registered or unregistered, displayed on the www.loewe.com website, as well as the LOEWE.com domain name itself, are and will remain the sole and exclusive property of LOEWE S.A. Any reproduction, distribution, transmission, modification, or utilization of these trademarks without the express prior written consent of LOEWE S.A. is strictly forbidden and legally actionable.
You are expressly prohibited from removing or altering any copyright notices, trademark symbols, or any other indications of intellectual property rights contained within the www.loewe.com website or any content included therein. You are permitted to create copies of web pages published on the www.loewe.com website for private and personal use only, and not for any commercial or for-profit purposes, provided that all such copies retain all original copyright or proprietary notifications and all other intellectual property notices contained therein.
The LOEWE S.A. (‘LOEWE’) website, headquartered in Madrid, at Calle Goya 4, 28001 Madrid, Spain, with tax ID CIF-A-28003861 and registered in the Madrid Mercantile Register in Volume 335, Page 194, Sheet M-6657, is an original creative work fully protected by international intellectual property laws. The website in its entirety, as well as all constituent elements contained within it, is the exclusive property of LOEWE. Any reproduction or representation, whether total or partial, of the website or any of its elements, as well as any modification thereof, is strictly prohibited without express written authorization. The trademarks and domain names displayed on the LOEWE website are the exclusive property of LOEWE.
Any unauthorized reproduction or use of these trademarks or domain names, regardless of form or intended purpose, is strictly prohibited. LOEWE has undertaken all reasonable measures to ensure the accuracy of the information presented on the website. However, we provide no guarantee regarding the absolute accuracy, completeness, or timeliness of said information.
LOEWE provides no warranty, either express or implied, concerning any aspect of its website, whether in whole or in part. Under no circumstances shall LOEWE be held liable for any direct or indirect damages, irrespective of their nature, arising from your use of the website. 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 Controversies
These Terms and Conditions shall be exclusively governed by and construed in accordance with the laws of Spain, without regard to its conflict of law provisions.
The European Commission provides an online platform for the resolution of legal disputes, accessible at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES. Please note that Loewe is not currently participating in, nor is it obligated to participate in, any dispute settlement procedures before an alternative dispute resolution body as per Law 7/2017, of November 2, which incorporates Directive 2013/11/EU and Regulation (EU) No. 524/2013 regarding alternative dispute resolution for consumer matters.
In the absence of an amicable resolution to any dispute, the parties irrevocably submit to the exclusive jurisdiction of the competent courts in either the place of residence of the consumer or the place of residence of LOEWE, at the consumer’s discretion.
Both access to and use of the website and its contents are expressly subject to all conditions and limitations set forth in the comprehensive Terms and Conditions of Use of the Loewe website.
Limitation of Liability
LOEWE S.A. provides the website www.loewe.com on an “as is” basis and does not warrant or represent that the website will be continuously available, error-free, or completely secure. Specifically, LOEWE S.A. does not guarantee or represent that the www.loewe.com website is entirely free from viruses, worms, Trojan horses, or other forms of destructive or malicious software or code. Users are responsible for implementing adequate security measures and virus protection when accessing and using the website.
Cookie Policy
To enhance your browsing experience and provide personalized services, the Loewe Hong Kong Online website utilizes cookies. Cookies are small text files placed on your device by websites to remember information about you and your preferences.
Strictly Necessary Cookies
These cookies are essential for the website to function correctly and cannot be disabled in our systems. They are typically set in response to your actions, such as setting privacy preferences, logging in, or completing forms. You can configure your browser to block or alert you to these cookies, but doing so may prevent certain parts of the site from functioning as intended. These cookies do not store any personally identifiable information.
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These cookies enable us to monitor website performance by counting visits and traffic sources. This data helps us measure and improve site functionality, understand page popularity, and analyze visitor navigation patterns. All information collected by these cookies is aggregated and anonymized. If you disable these cookies, we will not be able to track your site visit and may have limited insights into website performance.
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These cookies, often set by advertising partners, are used to build a profile of your interests and display relevant advertisements on other websites. They function by uniquely identifying your browser and device, not by directly storing personal information. Disabling these cookies will result in less targeted advertising.
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Cookies are small text files sent to your device by the website. They are stored on your device’s hard drive, allowing the website to recognize you and remember certain information. This information can be used to enable website functionality, improve services, enhance security, perform statistical analysis, and personalize your website experience.
The Loewe Hong Kong Online website utilizes cookies that do not execute programs or introduce viruses to your device. Loewe does not use cookies to collect device-specific information, store personal data, or track user activities beyond website interactions.
Session cookies are temporary and are deleted when you close your browser. For registered users, Loewe may use cookies to collect data that facilitates identification during subsequent visits, simplifies website access and registration (e.g., storing username and region), and personalizes browsing. Cookies are also used for system administration and website customization purposes. The website may contain links to external websites with their own cookie policies.
Cookie Settings
Loewe has no control over or access to cookies and tracking technologies used by third-party websites linked from the Loewe Hong Kong Online website. We are not responsible for the content, materials, or data handling practices of these external websites.
We recommend reviewing the Privacy Policy of any third-party websites you access through links on our website to understand their data handling practices, as this Cookie Policy applies solely to the Loewe Hong Kong Online website.
Disabling cookies may limit your ability to fully utilize the features and services offered on this website.
By accessing and continuing to browse the Loewe Hong Kong Online website, you consent to Loewe’s use of cookies for the purposes outlined in this policy. You have the right to withdraw your consent at any time.
Most web browsers accept cookies by default. However, you can typically modify your browser settings to disable cookies. For detailed instructions on how to manage your cookie preferences, please consult the help documentation for your specific web browser.
