Frequently Asked Questions

How to contact us

Need some help with your order? Drop us a message at help@lerinslondon.com and we'll get back to you as soon as possible. For any press enquiries, get in touch via press@lerinslondon.com.

How to track my order

Once we’ve received your order, you’ll receive a confirmation email. As soon as it's on the way, we'll send another email to let you know it’s been dispatched. Follow the tracking link provided by our courier (DPD or Royal Mail) within your dispatch email to track your order.

How to return your order

Changed your mind? Our free and easy returns policy makes it easy to refund your item – hassle free. Just make sure your Lerins are in saleable condition and in their original packaging. Ensure you’re within the 28 day return period, fill out the return form enclosed in your package.

Exchanges

We don’t currently offer exchanges. All returns to our warehouse will be refunded via the original payment method.

Refund

If you have changed your mind or are not fully satisfied with your Lerins online purchase, you can return it to us for free within 28 days of receipt in order to obtain a refund.

The shoes must be returned in its original condition in order to be accepted as a return.

Any shoes must be unworn and in a resalable condition.

No refund will be processed for items that are returned incomplete or soiled.

Please use the original packaging to return the shoes and fill the form that came with your order.

You will find a Royal Mail pre-paid label inside your shoe box that can be used to return the merchandise. Simply affix the label to your package and drop it to your nearest Royal Mail post office.

Once your returned item has reached us, we will issue the refund to the original payment and send you a confirmation email. Please allow up to 10 days to receive and process your return.

Delivery information

You'll receive an email notification as soon as your order has been shipped from our warehouse. We currently only ship to the UK. We are currently unable to deliver to Amarex House, Hotels, Universities and Hospitals. We do also not ship to Scottish highlands and UK offshore locations.

Please report any parcel that has not been received within 30 days of the dispatch date. Failure to do so would mean that this would not qualify for investigation or enter into the claims process as per the delivery companies' terms and conditions of delivery.

NEXT DAY DELIVERY Your order will be delivered to your address the next working day (Monday to Friday) when ordered by 2pm.

Orders placed on a Friday using 'Next Working Day' before 2pm will be delivered on Monday. Orders placed after 2pm Friday will be dispatched on a Monday for delivery on Tuesday, and charged as next day delivery (except for a UK Bank Holiday when delivery will be Wednesday).

Shipping cost

Standard Delivery (2-4 working days) - free for any order above £130.

Next Day Delivery - £7.99

Payment types

We accept Visa, MasterCard and Amex. We also accept PayPal, Klarna, Apple and Google Pay.

Product care

Making your Lerins last longer means less wasteful purchases. Take care to avoid heavy rain, excess light and direct contact with heat, oil, grease (make up), alcohol
(perfume solvents) and other abrasive products. As materials differ, check cleaning specifics on each product page.

Size guide

Lerins fit true to size, so go with your usual fit. Our women’s sizes range from 36-41 and men’s from 41-46. If you are a half size, go for the size up. Click here to check your size.

Web accessibility

Our website conforms to accessibility standards, but if you find any barriers, please do let us know. We want to make it easy to use, for everyone, so we design for people with different needs. Our navigation mechanisms are accessible by screen readers and voice browsers. We use a readable font size on all pages and allow it to be changed. We have checked the text and background colour contrast for the different colour blindness conditions.

Personal account

Creating an account is quick and easy. Some advantages to registering are:

>Quick checkout: save your favourite addresses and never type them again

>Review Previous Orders: see past orders and relevant information

>Personal details: manage your data, update your email or password

You can create an account during checkout (using the details you already entered) or at any time by clicking on the 'Sign In' link and filling in the form in the 'Create Account' section. If you don’t want to create an account, you can still place your order as a guest. Please read our Privacy Policy to understand our safeguarding practices and your rights.

Is Lerins a vegan brand?

We aren’t a vegan brand but give you the option to shop our trainers in vegan grape leather. All insoles are made from recycled cork and foam, and finished with 100% organic cotton laces.

What is a sustainable footwear?

We recognise that the footwear industry is extremely complex and, at times, unsustainable. So we’re determined to address challenges and make our shoes in a more environmentally friendly way. By manufacturing responsibly, embracing reusable raw materials, minimizing energy consumption, and implementing ethical and fair processes, a product can be considered as sustainable.

How do you offset your carbon footprint?

Sustainability is an ever-evolving commitment for us. We’re investing in projects that reduce carbon to compensate for the CO2 we emit as a business.

How do you choose which factories and suppliers to work with?

We’ve chosen to partner with a small family-owned factory in Felgueiras, Portugal. They share our ethos and have 30 years’ experience of making quality footwear. Wherever possible our factory and UK warehouse uphold energy efficient processes. And by working closely with our partners we can trace materials through the supply chain to ensure they meet our stringent standards.

How do you ensure that workers in your supply chain are treated fairly?

Our partners share our values and promote a culture of safety, support and training for their workers. Our teams work alongside each other in a spirit of partnership and collaboration. We recognise that footwear and fashion are complex industries which affect the environment, communities and the lives of the people who work in our supply chain. We require all of our suppliers to operate according to our Ethical Trading Code of Conduct. To ensure suppliers are following the Code we operate a process of continuous audit reviews. This can take the form of direct audits or visits undertaken by our own staff as well as the review of audits undertaken by accredited third parties.

Our Modern Slavery Act Statement sets out the steps that we have undertaken to ensure that modern slavery is not taking place within our supply chain.

Which environmental initiatives are you involved with?

The World Land Trust, supported by patron Sir David Attenborough, is on a mission to protect and sustainably manage global ecosystems. Because we’re committed to this conservation ethos, we donate £1 from every pair of trainers sold to support their project to counter deforestation.

Contact us

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