At LOWA Boutique, we are committed to providing premium quality technical footwear for your outdoor adventures. Our shipping and returns policies are designed to ensure a smooth and transparent experience for our global customers.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (Monday-Friday, excluding holidays).

Shipping Methods & Delivery Times

Shipping Method Carrier Delivery Time Cost Tracking
Standard Shipping DHL or FedEx 10-15 business days after dispatch 12.95 € Yes
Free Shipping EMS 15-25 business days after dispatch Free for orders over 50 € Yes

Note: Delivery times are estimates and may vary depending on destination and customs processing. Some remote areas in Asia and other regions may not be serviceable.

International Shipping

We ship worldwide (excluding some remote areas in Asia and other select regions). Customers are responsible for any customs duties, taxes, or import fees that may apply in their country.

Returns & Exchanges

Return Policy Overview

We want you to be completely satisfied with your LOWA footwear. If you’re not happy with your purchase, you may return or exchange it within 15 days of receiving your order.

Return Conditions

  • Items must be new, unworn, and in their original packaging
  • All tags and protective materials must be intact
  • Shoes must show no signs of wear or dirt
  • Completed return form must be included in the package

Non-Returnable Items

For hygiene reasons and in compliance with regulations, the following items cannot be returned once their packaging has been opened:

  • Chaussettes (Socks)
  • Chaussettes de randonnée (Hiking socks)

Return Process

  1. Complete the return form (template provided below) or contact our customer service at [email protected]
  2. Package items carefully in their original packaging
  3. Include the completed return form in the package
  4. Ship the package to:
    LOWA Boutique – Retours
    5 Rue Pargaminières
    Toulouse, FR 24102
  5. Keep your tracking number until you receive confirmation of processing

Return Shipping Costs

Return shipping costs are the customer’s responsibility, except in cases of our error or defective items. We recommend using a tracked and insured shipping service.

Refunds

Once your return is received and inspected:

  • Your refund will be processed within 5-10 business days
  • The amount will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Original shipping costs are non-refundable (except for returns due to our error)

Exchanges

To exchange an item:

  1. Initiate a return as described above
  2. Indicate on the form that you want an exchange and specify the new desired size/model
  3. We will ship the new item upon receiving your return

Note: Shipping costs for the new item will be your responsibility, unless the exchange is due to our error.

Return Form Template

Please include this completed form with your return:

Name: _________________________

First Name: _________________________

Email: _________________________

Order Number: _________________________

Receipt Date: _________________________

Item(s) to Return:

1. Reference: _________ | Size: _________ | Quantity: _________ | Reason: _________

2. Reference: _________ | Size: _________ | Quantity: _________ | Reason: _________

Request Type: ☐ Refund ☐ Exchange (specify new size/model: _________________)

Signature: _________________________ | Date: _________________________

Need Help?

Our dedicated outdoor enthusiasts team is available for any questions regarding shipping, returns, or exchanges:

Email: [email protected]
Hours: Monday-Friday, 9am-5pm CET

The LOWA Boutique Team
Your partner for safe adventures, from the trails to your shopping experience.