Frequently asked questions (FAQs)

If the help function cannot answer your question, please get in touch with us. You will find the contact details below.

If you have any questions about ordering, please contact:
webshop@lowa.de

LOWA Sportschuhe GmbH
Online shop
Hauptstraße 19
85305 Jetzendorf

We look forward to hearing from you by email and will get back to you as soon as possible.
Our webshop office is staffed at the following times: Monday to Friday, from 08:00 to 17:30.

If you have any questions about our products, you can reach us at:
Phone: +49 8137 999-0
info@lowa.de

As part of every order, we offer you our analogue size recommendation tool to download and print out. This will give you an indication of which size is suitable for you. Please note, however, that this is only a recommendation, as the fit of a shoe is highly dependent on personal preference.

The warranty provisions and information on guarantees (if offered) can be found in the GTC, which you receive by e-mail with every order, and can also be viewed under this link.

To ensure that orders are delivered to our customers as quickly as possible, they are processed immediately. Once you have confirmed your order, it is no longer possible to change or cancel it. However, you can return the items to our warehouse in accordance with your right of cancellation, or make use of other return offers voluntarily provided by us. You can find further information on this in our General Terms and Conditions and the cancellation policy.

It's best to arrange a telephone consultation to clarify your product questions.
Our LOWA advisors will help you find the right shoe for you and your intended use.

A customer account in the shop offers you numerous advantages. By saving your customer details, you only have to enter them once and we save them for your next orders. This allows you a quick check-out process for your next order without having to enter all your details again. After we save your data confidentially in our system, you also have the option of registering for further information such as the LOWA newsletter.

In our shop, we also offer the option of placing guest orders at any time. To do this, you do not need to create an account, just enter your e-mail address, delivery and billing address and payment method. These are not saved by our system after your order. If you only plan to order from the LOWA webshop once, this option makes sense. If you plan to buy from us again, it makes sense to register. This way you can also take advantage of other benefits of the LOWA webshop.

We currently deliver to end customers in many European countries via our webshop. You can find all the countries we deliver to during the ordering process.
We are constantly working on optimizing our webshop and logistics so that we can deliver to other EU countries as well.

If you are not at home when the delivery service rings your doorbell, they will either leave a message in your letterbox or leave the parcel on your doorstep. You can then contact the delivery service to arrange a new delivery date. Alternatively, you can also choose an alternative drop-off point with various logistics companies or give permission for delivery to one of your neighbours.

Your order will be delivered to the person and address you have entered in the "Delivery address" field. You can list several addresses in your account and thus create different billing and delivery addresses. These do not have to be the same, but must all be in your home country. A delivery address in a country outside your home country is unfortunately not possible for tax reasons.

Our average delivery time is two to four working days. As we dispatch our items from several European warehouses, the delivery time very often depends on the distance between the dispatched warehouse and the customer's address. Naturally, we attach great importance to keeping distances and delivery times as short as possible. By transmitting the tracking number, you can easily track your order and see the exact delivery date. This cannot be generalised in advance.

We mainly ship our items with the shipping service providers DHL and DHL international. You can find the exact shipping service provider for your delivery in your shipping notification, including the corresponding tracking number.

As we maintain warehouses in various European countries, it is possible that your order will be sent from different countries if more than one item is delivered. However, you will of course only pay the local freight of

. In such cases, you will also be informed of details such as origin, expected delivery date, etc. with the electronic dispatch confirmation. However, our primary goal is always to minimise freight distances and maximise delivery efficiency, even if it takes a day longer.

As soon as your order leaves one of our warehouses, you will receive a dispatch notification from us. This will also include a tracking number that you can use to track your order.

We endeavour to deliver your order as quickly as possible. Our processes do not actually allow us to change your delivery address after you have placed your order. However, depending on the time of your change, you can still try your luck and contact our customer service (webshop@lowa.de). They will then try to change the delivery address manually.

The following payment methods are possible: credit card, Paypal, invoice, instant bank transfer
Please note that your bank may charge fees for international bank transfers.

If your payment is declined, you should check that your card number and expiry date are correct. Please check whether your bank has blocked the payment. Customer Service (webshop@lowa.de) cannot access your bank details for security reasons, but they can provide information.

Your invoice will be generated automatically as soon as your ordered items are dispatched. This also includes the billing address you entered when placing the order. Please make sure that you have entered it correctly, as it cannot be changed afterwards. Please note that once the order has been processed, the billing details can no longer be changed. However, you have the option of editing all account data in your customer account afterwards.

If we determine that the condition of the items you have returned is not in order so that we do not have to take them back, we will refuse to take them back and return the goods. In this case, no credit note will be issued. The statutory cancellation and warranty rights are not restricted.

The total order value will only be debited when the goods are dispatched.

As soon as your return arrives at our warehouse, it will be unpacked and inspected by our staff. If the requirements for the return are met, this will be recorded in our system and the amount will be credited to your account. A further four days may pass before the credit is credited to your account.

If you wish to return an item, you will receive the money back via the payment method with which you made the original purchase.

If you would like to return an item, you can simply fill out the return slip that you received in your parcel. 
Simply stick the returns label, which is also included in your parcel for goods worth €80 or more, on the box and hand it in at the nearest DHL station.

If you would like to send the return back at your own expense, please send it to:
LOWA Sportschuhe GmbH
Aichacher Street 3
85305 Jetzendorf - Priel

The correct address is already stored on the returns label so that it ends up directly in our webshop warehouse.
If you would like to return the return at your own expense, please send it to:
LOWA Sportschuhe GmbH
Aichacher Straße 3
85305 Jetzendorf - Priel

For orders over €80, we will include a returns label in the parcel, which you can use to send the items back to us free of charge.
We do not cover the cost of returning accessories. However, you can return the items to us at your own expense.

Our warranty is governed by the statutory provisions applicable in the customer's country.
If an item is damaged or defective, you can make a complaint using the "COMPLAINTS" function in your order history. Please follow the instructions at lowa.com/professional.lowa.com and return the item to the delivery address.
As soon as the item reaches one of our warehouses, it will be inspected and checked by our service staff. If a repair or elimination of the defect, or a subsequent fulfilment, depending on what is reasonable for us, is possible, we will repair the product as part of the subsequent improvement and send it back to you. Otherwise the corresponding amount will be credited to you. In the event of a justified complaint, we will refund 100% of the shipping costs. If you have any further questions, please email us at webshop@lowa.de.

If you have received the wrong item, please contact our customer support (webshop@lowa.de). We will issue a free return label so that you can return the wrong item and we can dispatch your original order. Provided it is still available in stock. Otherwise, you will receive a refund of the corresponding amount.

You will receive the refund within four working days using the same payment method that was used for your order. The prerequisite for this is that the return is received by us within the statutory period of 14 days and the goods are in a resalable condition.

Only shoes can be returned. For reasons of hygiene, socks are excluded from returns. Care products and other accessories cannot be returned either, as it is not possible to check the filling quantity already used and complete functionality in the event of a return. A resale is therefore impossible, as our products should always offer 100 per cent performance.