Terms & Conditions
ORDER
Once you have selected the items you want and placed them, please fill out your personal information such as name, address and payment information, once this is done, you will receive a confirmation by e-mail.
Please note that this is not the final order confirmation, you will receive your final order confirmation and receipt once the payment is approved and the product is registered in our warehouse. It is only an electronic acknowledgement of the receipt of your order. Von Löwenstein retains the rights to cancel the order due to typographical errors, technical problems, delivery failures and similar situations.
Orders that have not yet been shipped by Von Löwenstein may be cancelled without costs by contacting our customer service on following email-address: contact@vonlowenstein.com
DELIVERY
We offer free shipping for all EU countries, Norway, Switzerland and UK. If you order from a non-EU country it is your responsibility to follow your county’s tax and duty regulations, which Von Löwenstein cannot be held responsible for.
Orders are shipped via our affiliate couriers DHL or Chronopost. All shipments that are sent by VON LÖWENSTEIN, are insured against theft and accidental damage. Upon receipt of shipment and written acknowledgement, this insurance coverage ceases to exist.
Fast delivery is important for us, which is why we try to ship all parcels within 1-2 working days. You are always welcome to contact us for accurate information about your order. If a problem should occur with your order, we will contact you directly by e-mail.
If you are looking for information on shipping options and shipping costs for a country not mentioned, please send an inquiry to contact@vonlowenstein.com.
PAYMENT
In order to place an order on the Von Löwenstein webshop you must have a valid credit card. When you place an order with your credit card the amount will be verified and reserved on your bank account. Once the order has been shipped, the amount will be withdrawn from your account.
We accept the following types of credit cards: Visa/Dankort, Visa, MasterCard, Maestro and American Express. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to complete your purchase before returning to the Von Löwenstein webshop.
RETURN AND EXCHANGE
Von Löwenstein offers a 14 days return policy from the day you receive your goods. Returns and exchanges are free of charge and a prepaid label will be sent with the parcel. All returns must be by post and packages should always be sent with delivery. We cannot take responsibility for packages that are not sent with delivery receipt.
Goods must be returned unused and must be returned with the original price tag. When we have received the product and accepted the return, we will transfer the purchase amount back to your account as soon as possible.
AFTER SALE SERVICE
Has an item you bought from Von Löwenstein become damaged after use because of a manufacturing fault? We aim to find the best solution by asking you to submit detailed information on contact@vonlowenstein.com. We will take care of your request, and will examine your item to determine if and how we can assist you as part of our After Sale Service.
Items can be classified as defective if they are received damaged or if a manufacturing fault occurs within 24 months of purchase. All items are checked for quality before they are shipped from our factory, but if you receive items that you have any doubts about, please email contact@vonlowenstein.com within 48 hours of receiving your order.
Our shoes are handmade by some of the best shoemakers in the world; all our materials are selected for their high quality and soft fit. We use natural leather, which may be more prone to small imperfections; we recognize these as part of the charm and what makes our shoes unique. Due to the handmade nature of our shoes there may be rough edges around the zip, these will usually soften over time, but if you experience any problems we can try to help soften them further. These imperfections are not considered manufacturing defects as they do not interfere with the use of our shoes.
If a manufacturing fault is found, we will offer to repair the shoes or replace them with the same or similar style/model whenever possible. You get your money back if the item cannot be repaired or replaced. To avoid damaging your roccamores, we recommend not driving or cycling with your high heels on as this can damage the leather covering the heels. Scratches on the leather caused by cycling and/or driving will not be considered a manufacturing defect. Additionally, shoes that are damaged due to wear and tear will also not be considered defective. We are not responsible for damage or stains caused by other clothing.
