If you’ve recently bought a pair of Lems shoes and they’re not quite right, understanding the lems return policy is your first step to a solution. This guide breaks down everything you need to know to make a return or exchange smoothly and quickly.
Getting a new pair of shoes should be exciting, but sometimes the fit or style just doesn’t work out. Maybe the size is off, or the model isn’t what you expected. Whatever the reason, Lems has a process in place to help you. Their policy is designed to be straightforward for customers who need to send items back. We’ll walk you through all the details, from time limits and condition rules to how to start the return and what to expect for your refund.
Lems Return Policy
The core Lems return policy allows you to return unworn, unwashed items in original packaging within 30 days of delivery for a full refund to your original payment method. Exchanges for size or color are also available within that same window. It’s a standard policy for footwear companies, but paying close attention to the condition requirements is key to a successful return.
What Items Are Eligible for Return?
Not every item you purchase from Lems qualifies for a return. Here are the basic eligibility rules:
* Time Frame: You have 30 days from the date the package was delivered to you. The clock starts ticking the day the carrier marks it as “delivered.”
* Item Condition: Items must be unworn and unwashed. This means no signs of wear on the soles, no dirt or scuffs, and no odors. The shoes should look exactly as they did when you took them out of the box.
* Original Packaging: All original tags, labels, and the shoe box itself should be included. The box is considered part of the product packaging, so try to keep it in good shape.
* Proof of Purchase: You’ll need your order number or the email address used to place the order. Returns without proof of purchase may be denied or only eligible for store credit.
What Items Are NOT Eligible?
Some situations will prevent you from making a return under the standard policy. Knowing these upfront can save you time and frustration.
* Worn or Used Items: Any item showing signs of wear, even if it was just a quick try-on indoors, can be rejected. Lems is strict about this to ensure they can resell the product as new.
* Final Sale Items: Certain products, often marked “Final Sale” or “Clearance,” are not returnable. Always check the product description before buying these items.
* Personalized or Customized Products: Any shoes or gear that have been altered or personalized cannot be returned.
* Items Past the 30-Day Window: Even if the shoes are in perfect condition, returns initiated after 30 days are typically not accepted. It’s best to start the process as soon as you know you want to send them back.
* Purchases from Other Retailers: If you bought Lems shoes from a different store (like REI or a local outfitter), you must handle the return through that retailer. Their policy will be different.
Step-by-Step Return Process
Following the correct steps ensures your return is processed quickly. Here is a simple numbered guide:
1. Initiate the Return Online: Go to the Lems website and find their “Returns & Exchanges” page. You’ll need to enter your order number and email address to start. You cannot just ship the shoes back without this step.
2. Select Your Items and Reason: Choose which items from your order you are returning and select a reason from the dropdown menu (e.g., “Wrong Size,” “Changed My Mind”).
3. Choose Refund or Exchange: Decide if you want a full refund to your original payment method or an exchange for a different size or color. If exchanging, note if the desired variant is in stock.
4. Receive Your Return Authorization: After submitting the request, Lems will email you a Return Merchandise Authorization (RMA) number and instructions. You must include this RMA number inside the return package. Packages without it may be delayed or lost in the system.
5. Pack the Items Securely: Place the unworn shoes, all tags, and any accessories back into the original shoe box. Then, place that box inside a separate shipping box with padding. Do not stick labels directly on the Lems shoe box.
6. Ship the Package: Use the provided return shipping label (if one is offered) or ship via a trackable method like USPS, UPS, or FedEx. Always keep your tracking number! This is your proof that you sent the package.
Understanding Refunds and Exchanges
Once your return is on its way, here’s what happens next.
For Refunds:
* Processing Time: Refunds are processed after the returned item is received and inspected at the Lems warehouse. This inspection can take several business days after arrival.
* Refund Method: The money will be returned to your original payment method (credit card, debit card, PayPal, etc.).
* Timeline: While the refund is processed immediately upon approval, it can take 5-10 business days for the funds to appear in your account, depending on your bank or card issuer.
For Exchanges:
* The process is similar, but instead of a refund, the warehouse will ship out your requested size or color once the return is approved.
* Exchanges are subject to inventory availability. If the item you want is out of stock, Lems customer service will typically contact you to discuss alternatives or a refund.
* You usually will not be charged extra for an exchange unless the new item has a higher price.
The Lems Warranty vs. The Return Policy
It’s important to distinguish between the 30-day return policy and the Lems warranty. They serve different purposes.
* Return Policy: For short-term issues like fit, style, or immediate buyer’s remorse. It’s about changing your mind on a purchase.
Warranty: Covers defects in materials or workmanship for a longer period, usually one year from the date of purchase. If a seam comes apart or a material fails under normal use after the 30-day return window, you would file a warranty claim, not a return.
To make a warranty claim, you would contact Lems customer service directly with details and photos of the defect. They will review the claim and determine the appropriate solution, which may be a repair, replacement, or credit.
Tips for a Hassle-Free Return Experience
A little preparation goes a long way. Follow these tips to make sure your return goes off without a hitch.
* Try Shoes On Carefully: When you receive your Lems, try them on indoors on a clean, carpeted surface. Avoid walking on hardwood, tile, or outdoors until you’re certain you’re keeping them.
* Keep All Packaging: Don’t throw away the box, tags, or any inserts until you’re sure the shoes are a keeper.
* Act Quickly: Don’t wait until day 29 to start your return. Give yourself plenty of time to pack and ship.
* Use Trackable Shipping: If a prepaid label isn’t provided, always pay for a shipping service that includes tracking and insurance for the package’s value. This protects you if the package gets lost.
* Take a Photo: Before you seal the return box, take a quick photo of the packed shoes with the tags visible. This can be helpful documentation if any questions arise about the condition.
International Returns and Special Cases
If you’re ordering from outside the United States, the return process has some added layers.
* Customs and Duties: Any customs duties or import taxes paid on the original order are generally non-refundable. Your refund will typically be for the item cost and original shipping only.
* Return Shipping Costs: International customers are usually responsible for the cost of return shipping, which can be significant. You may also need to fill out a customs form declaring the contents as a “returned good” to avoid being charged duties again.
* Longer Processing Times: International shipping adds weeks to the process, both for the return journey and for the refund to be issued. Patience is necessary.
* Contact Customer Service First: For international returns or complex situations (like a wrong item sent), it’s often best to email Lems customer service directly before initiating a standard return online. They can provide specific guidance.
What to Do If Your Return is Denied
Sometimes, a return might be denied. Common reasons include the item being worn, missing tags, or being past the 30-day window. If you believe the denial was a mistake, here are your options:
1. Review the Reason: The customer service team should provide a reason for the denial (e.g., “soles show wear”).
2. Provide Evidence: If you have your pre-shipping photo, you can reply with that as evidence of the condition when you sent it.
3. Request a Re-Inspection: Politely ask for a secondary inspection or for more specific details.
4. Explore Alternatives: If a refund isn’t possible, ask if store credit or an exchange might be an option. Sometimes companies are more flexible with credit.
5. Consider Other Avenues: For truly defective items outside the return window, remember the warranty. A denial under the return policy doesn’t automatically mean a warranty claim will also be denied.
Frequently Asked Questions (FAQ)
How long does it take to get a refund from Lems?
After Lems receives your return, inspection and processing can take 3-5 business days. Once issued, the refund to your card or PayPal may take another 5-10 business days to post, depending on your financial institution.
Does Lems offer free return shipping?
Lems does not typically offer free return shipping labels for domestic returns within the US. The cost of return shipping is deducted from your refund amount, unless the return is due to their error (like a wrong or defective item). Always check the current policy on their website, as this can change.
Can I return Lems shoes if I bought them on sale?
Yes, sale items are usually returnable as long as they meet all the standard condition requirements and are within the 30-day window. The only exception are items specifically marked “Final Sale,” which are not eligible for return or exchange.
What is Lems’ exchange policy?
The exchange policy follows the same 30-day, unworn condition rules as the return policy. You can exchange for a different size or color of the same style, subject to availability. The process is started the same way through the online returns portal.
My Lems shoes are defective. What should I do?
If you discover a material or workmanship defect (like a torn seam or sole separation), contact Lems Customer Service immediately, even if you’ve had the shoes for more than 30 days. This may be covered under their 1-year warranty, and they will guide you through the claim process.
How do I contact Lems customer service for returns?
The best way is through the contact form on their website. You can also find their email address there. Have your order number ready when you reach out to speed up the process.
Can I return Lems to a physical store?
Lems does not have its own retail stores. All returns must be mailed back to their warehouse. If you purchased from an authorized third-party retailer, you must return them to that specific store according to their policy.
Understanding the lems return policy gives you confidence when you shop. By knowing the time limits, keeping your items in new condition, and following the correct steps, you can ensure a positive experience even if a product doesn’t work out. Remember to act within 30 days, keep all packaging, and use trackable shipping for the smoothest process. This way, you can focus on finding the perfect pair of minimalist shoes that feel great and meet your needs.