Returns & Exchanges

• Item(s) must be in brand new, unworn condition (if your item is not in brand new condition, you will NOT be refunded!)
• Item(s) must not have been worn outside, soiled, altered, washed, or damaged
• Item(s) must not have been marked as FINAL SALE at time of purchase
• Item(s) must be purchased from our official site - lemsshoes.com (if purchased elsewhere, contact that store for return info)
• Please return shoes inside original shoebox

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 U.S. RETURNS ONLY: CLICK HERE

*See below for International Returns

Whether you want to exchange for a different size or returning for a refund follow this same simple process. The return/exchange timeframe is 60 days from purchase date. Our returns are fast & easy. We have partnered with Happy Returns to offer 5,000 convenient drop-off locations as a green alternative to mailing back returns. You now have two options for returning: 1) Drop off your return at one of the many Return Bar locations for FREE (click here to see locations)  OR  2) Mail back your return using a $9.00 Shipping label (USA customers only).  We recommend dropping off your return at a Return Bar because it's FREE, it’s the fastest way to get your refund, and it’s a green alternative to shipping your return. Original shipping fees are not refunded. To start the return process follow the simple instructions below:

Option 1: DROP OFF AT RETURN BAR
FREE & Fastest way to receive your refund or exchange & reduced carbon footprint.

• STEP 1: Start by filling out the return form here. It will ask you if you want to exchange for a different size or if you want a refund.

• STEP 2: At the end of the return form, it will email you a QR Code (or you can screenshot it). 

• STEP 3: Drop off at one of the many Returns Bars (Bring this QR code with you and your shoes inside the shoebox. Make sure that the shoes are clean and in *re-sellable condition). Hand this to the agent at the return bar. *Shoes that are not in brand-new, re-sellable condition can't be returned for refund or exchange

• STEP 4: You’re Done! Upon inspection by the agent, your refund will be initiated immediately or your exchange order will be initiated. Note: inventory can be limited for exchanges, we suggest bringing to a return bar quickly.

Option 2: MAIL BACK YOUR RETURN  
Shipping label will cost $9.00 (the $9.00 will be deducted from your refund) OR you can choose to ship back using your own shipping method and you will not be charged.

• STEP 1: Start by filling out the return form here. It will ask you if you want to exchange for a different size or if you want a refund.

• STEP 2: At the end of the return form it will give you a Return Shipping Label and a return slip to put inside the box so our warehouse can identify your return. Print these 2 things.

• STEP 3: Re-box the shoes inside the original shoebox. Make sure that the shoes are clean and in re-sellable condition and place the shoebox inside the original shipping poly-bag or a small shipping box. To avoid additional shipping charges, use the original poly-bag or the smallest box possible. Items shipped back in an excessively large box may be subject to additional charges. Attach the shipping label to the outside and place the return slip inside.

• STEP 4: Drop off at UPS (United Parcel Service). Once it makes it back to our warehouse and is inspected, we will refund you. Thanks for trying LEMS!

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*INTERNATIONAL RETURNS

Lems accepts returns on unworn shoes that are in the same condition as they were received. We ask that when try them on indoors on a carpeted surface. We do not accept returns on shoes that show signs of outside wear, or that have been altered.

Click here to set up your DHL return label. The return fee is $14 USD, which is deducted from your refund amount. Please note, original shipping fee ($24.95 USD) is not refunded. All International Returns are processed as refunds. If you need a different item please place a new order.

Lems is not responsible for lost returns shipped outside of our return system. 

All returns must be returned to our US warehouse (address below). They cannot be returned to local stores.

SHIP RETURNS TO:

Lems Shoes
2000 Gateway
Suite 300
Hebron, KY 41048
USA

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MORE ABOUT HAPPY RETURNS & RETURN BARS

• There are over 5,000 Return Bar locations nationwide including the following chain stores: UPS locations, Staples, World Market, Petco, and Ulta Beauty
• From the Return Bar your shoes get aggregated together and shipped in a reusable tote instead of a cardboard box.  These totes eventually circle back to the return bars to go through the cycle again.
• Because we aggregate shoes together and use reusable totes it is the most GREEN way to return, reducing cardboard waste, reducing greenhouse gas emissions and lowering the carbon footprint.
• Your refund or exchange will be initiated at hand-off at a return bar instead of being delayed until our warehouse receives your package.

NEED TO EXCHANGE FOR A DIFFERENT SIZE?

Follow the instructions above: Fill out the RETURN FORM and it will ask you if you want to exchange. 

Note: This will be an even exchange, no extra money will be collected, even if the current price is higher than what you paid.

APO/DPO RETURNS
Use the same method as above starting with our RETURN FORM . And you will be able to choose to return via a USPS shipping label.

WARRANTY
All of our shoes are guaranteed for 6 months from the original purchase date for manufacturing defects. If you believe that you have a manufacturing defect, please email our Customer Service team at support@lemsshoes.com with photos of the issue, as well as proof of purchase. Proof of purchase can be in the form of either a confirmation email or invoice from our website, or one of our authorized retailers (please note that retail partners take care of issues with shoes purchased through them). After our team receives these items and we feel that your item was in fact, defective, a store credit will be provided. For more information about our warranty, please visit our FAQ page under the "Returns" section. 

WORN SHOE RETURNS 
We are not able to accept returns on worn shoes of any kind. If our returns team determines that your shoes show signs of wear, you will be notified via email and not be refunded and your shoes will be donated to charity. No exceptions will be made.

RETURN QUESTIONS
If you have any questions about returns, please email us at returns@lemsshoes.com

If you have any questions about wholesale returns, please email Caileigh at colo@lemsshoes.com