Frequently Asked Questions
SECURITY NOTICE FOR YOUR ONLINE PURCHASE
If you’ve seen online offers for LOWA boots and shoes that seem too good to be true, they probably are. Fraudulent websites are increasingly posing as LOWA online shops and the resulting scams damage consumers, authorized retailers, and the brand.
Here are a few things to look out for:
- Typos and grammatical errors.
- Suspiciously low prices.
- A lack of contact information such as a physical address and/or phone number.
For your safety, please only buy from authorized LOWA USA dealers listed on our site.
Suspected cases of fraudulent activity can be reported at any time to cs@lowa.net or fraud@lowa.de. We will investigate and prosecute violations with all available means.
As of 1/1/2025, boots containing PFAS cannot be sold to residents of New York, California, and Minnesota.
Warranty
LOWA Boots and shoes are warrantied against manufacturing, material, or design defects for one year from the date of purchase. After the warranty period, LOWA Boots LLC will inspect products if a customer believes the footwear has prematurely failed or underperformed. Note: LOWA does not warranty fit.
Fit & Size Returns
- Returns for fit and size are accepted within 60 days of purchase from lowaboots.com, provided the footwear is unworn outdoors and in resalable condition.
- Try on boots indoors with intended socks before removing tags or wearing outside.
Exchanges/Returns
- Size Exchange: One free size exchange (same style) is available within 60 days of purchase when purchased from lowaboots.com.
- Returns Without Exchange: Refunds exclude shipping costs and are issued to the original payment method.
- Items must be returned in new, unused condition with all original packaging.
- Allow 3-5 business days for processing.
Shipping Label
- A "Return Label" can be printed under “MY ACCOUNT”.
- APO return labels can only be USPS.
Returned to Sender/Refused Packages
- Refused or undeliverable packages returned to our warehouse will be refunded, excluding original shipping costs. Items are restocked, and a new order can be placed.
Price Adjustment Policy
One-time price adjustments are available for full-price items marked down within seven days of purchase, excluding special promotions like industry or professional discounts.
Important Notes
- LOWA Boots purchased through unauthorized sellers (e.g., Amazon, eBay) may be counterfeit and are not covered under warranty or eligible for service.
- For verified retailers, check our dealer locator.
State Regulations
- As of 1/1/2025, boots containing PFAS cannot be sold to residents of New York, California, and Minnesota.
If you have questions, contact us via the website or call our web sales service center at 1-888-335-5692. We strive for 100% customer satisfaction!
Thank you for your continued interest in our resoling service. We understand how important this option is to our customers, and we sincerely appreciate your patience as we work through the details. At this time, we don’t have an update to share, but please rest assured that we’re committed to providing a high-quality service that meets your expectations. We encourage you to check back periodically, and we’ll share any updates as soon as they become available. Thank you for your understanding and support.
You can locate a lace size chart under Accessories on the top menu bar of our website, listed under Laces. Each lace page features a size chart. For the most accurate length match to your current boot laces, we recommend pulling out a lace, measuring it, and comparing its length to the chart to determine the suitable replacement lace length.
Absolutely. You can find replacement insoles in the Accessories section on our top menu bar or by following this link.
Every LOWA boot receives a factory pretreatment with a water-repellent finish, eliminating the need for extra waterproofing until they have undergone substantial use. For a complete step by step guide on how to clean & waterproof your boots, please follow this link.
As soon as your online order is placed, our processing begins. Should you notice an error after placing the order, please reach out to us promptly at CS@LOWA.NET. We can modify the size, color, or width, but we are unable to change to a different model. Adjustments can be facilitated Monday through Friday, from 9 AM to 4 PM EST. In the event that your boots have already been shipped, you can still return your order within 60 days, following the guidelines outlined in our return policy. Click this link to visit our return policy.
All orders placed on LOWABOOTS.COM are shipped from Stamford, Connecticut, 06907. Shipments occur during our business hours from Monday to Friday, except on specific holidays: New Year’s Eve, New Year’s Day, Juneteenth, Memorial Day, July 4th, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas Day.
Shipping delays due to high demand may occur. We appreciate your understanding for expedited orders. During the business week (Monday to Friday), orders might take 1-3 business days to process before shipment. Please note, orders placed after 2:30 PM EST on Fridays or during the weekend will be shipped the following week.
For USPS Priority Mail, UPS 2nd Day, 3 Day Air, and Next Day Air orders placed may not ship on the same day.
Our shipments originate from Stamford, CT, and transit times can vary depending on your distance from Connecticut. We only ship within the United States.
Please be aware that we are not liable for any packages that are stolen after delivery. We encourage you to take precautionary measures such as utilizing package tracking, arranging for deliveries to be made to secure locations, or installing security devices like video doorbells.
While we strive to provide a positive shopping experience, we cannot control external factors such as theft. Your understanding and cooperation are greatly appreciated.
You should have received an automated email containing your tracking number. If you can't find this email, please check your spam folder. Alternatively, you can log into your account.
Preorders are items not presently in stock, and orders for these will be fulfilled and shipped on a future date. When purchasing a preorder item, you will be charged at the time of purchase. The estimated delivery timeframe for preorders is indicated on your order confirmation. While we strive to provide accurate delivery estimates, unforeseen circumstances may cause delays. Shipping times are not guaranteed and may change without prior notice. You can email us at any time for an update, or log into your account.
We welcome AfterPay, Visa, MasterCard, Discover, American Express, debit cards featuring a Visa or MasterCard logo, and PayPal for payment. Unfortunately, we do not accept gift cards or foreign credit cards.
Certainly, we can accommodate your request. However, it's important to note that orders dispatched to P.O. Boxes or Military APO/FPO addresses are exclusively shipped via US Postal Service (USPS). Please be aware that express shipping options are not accessible for these destinations. Additionally, return/exchange labels provided by us are limited to UPS and are applicable only within the contiguous (48 states) United States.
All products are shipped from Stamford, Connecticut. Use your STREET ADDRESS TO SAVE ON SHIPPING.
* If you must have your order delivered to a P.O. Box, the package will be sent by U.S. Postal Service (USPS).
We prefer UPS (and, so should you) because it’s less expensive and we both can track your package. Please provide a street address so we can deliver to your front door. If your package is shipped via the U.S. Postal Service (USPS), we are unable to track your package and we cannot be held responsible for delivery problems.
We encourage those who are eligible for tax exemptions to order from our Task Force dealers. Please follow this link for a Task Force dealer listing.
LOWA extends a professional discount to individuals employed full-time in outdoor professions. If you are associated with a gear or clothing supplier or part of an organization's field staff guiding or instructing in outdoor skills, please email your request from your company or organization's email account, including your job description, to LOWA Customer Service. Upon approval, you will receive an email response from our customer service department.
For active US military personnel or field staff of agencies like the US Forest Service, please send your request from your government email account outlining your responsibilities to LOWA Customer Service, for approval.
UPS & LOWA have partnered to counter balance the carbon dioxide emissions generated by the transport of their packages through carbon offsetting. Click here to learn more.
The Sales Tax amount that appears on your online order reflects your applicable state and local sales taxes.
Have a question? You can contact LOWA Boots USA via email at any time by using this link. Or, call 1-888-335-5692, Monday - Friday 9-5pm EST. We are always happy to help. Please allow us time to respond to your email. Thanks!