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faq

SIZING

How do I determine my correct size in your shoes?

On each specific product page there is a sizing tab that should help alleviate any confusion with sizing.  We recommend that you purchase your regular US size.  Please note that the Primal 2 is constructed differently to our other styles and has a separate sizing chart.

I saw your sizing chart, but my USA size can vary between companies. Can you help?

Please contact support@lemsshoes.com with the sizes you wear in other brands and our team will be able to assist you.
 

I am an international customer and do not know my USA size, what now?

Our Lems size generally runs a size smaller than most European sizing.  Please contact support@lemsshoes.com and our team will be able to assist you or alternatively contact one of our retailers in your country.  They can be found here - store-locator

Are the Primal2 shoes and the other casual models (Boulder Boot, Nine2Five and Mariner) sized the same?

The Primal2 shoes and the other causal styles (Boulder Boot, Mariner and Nine2Five) are NOT sized the same. They are built on different outsoles, so please be sure to see the sizing chart that is featured on each specific product page for more information on how they will fit.

Do I need to order a size larger to accommodate the Correct Toes?

In most cases you should not have to order a larger size to allow room for Correct Toes. If you have a very wide foot you may have to order one size up to accommodate the correct toes.

Do you make half sizes?

We only manufacture our shoes in European whole sizes.

If you only manufacture whole sizes how much larger/smaller is it between sizes?

Our shoes will vary 1/3” in length and 1/8” in width between each size.

How wide are your shoes?

Our shoes are a 2E width in the toe-box. Our shoes are foot shaped and taper in towards the heel, so are not a traditional 2E form the mid-foot back to the heel.

Are your men’s and women’s shoes the same or do they fit differently?

All of our products are built on an UNISEX last, so there is no difference between the men’s and women’s fit/feel.

My feet are two different lengths;  can you send me two different sized shoes?

We wish that we could accommodate your request, but unfortunately we have to send same sized pairs. We recommend ordering the larger size of the two lengths.

I would like to try the shoes on first before ordering. Do you have a retail location in my area?

We have numerous retail locations located across the globe, so please feel free to follow the link to our store locator to see if there is one in your area. store-locator

What size should I purchase in the Primal 2, if I previously owned a STEM or Lemming?

We recommend that you purchase a size up from your STEM or Lemming Primal as our new Primal 2 runs a little smaller.
 
 

RETURNS

What is your return policy?

Please visit our Returns page for more information: Returns and Exchanges

Do you provide return shipping?

We are unable to offer free return shipping at this time.  We ship your exchanged item to you free of charge.

Do I need to send my return back in the same shipping box it was sent in?

We require our shoes to be returned in their original shoebox, which you can send in any shipping packaging that works for you.

My Return/Exchange request has come back as “undeliverable”; how should I proceed with a return?

Please email your request to returns@lemsshoes.com and you will receive your return instructions within 1 business day.

My Return/Exchange request was put in a few days ago and I have yet to hear anything. What’s the hold up?

We process each Return/Exchange request by hand.  All requests placed over the weekend are processed on Mondays.  All other requests are processed within 1 business day.  Please contact returns@lemsshoes.com if you have not received return instructions within these timeframes.

My tracking information says my return was received at your warehouse location, why have I not received my refund/exchange?

Your return may have arrived at our warehouse location, but the product still needs to be inspected for wear and tear and placed back into our inventory, at which time we receive notification and your refund/exchange is processed.  *Please note that we are a very small operation and your patience is much appreciated when it comes to returns.*

 

BENEFITS

I just discovered your company and would like to know more about how Lems Shoes can benefit me?

With our unique design, featuring a wide toe-box, flexible material, and zero-drop outsole, our shoes have the ability to aid in correcting common foot ailments, increase strength in the lower extremities, allow for greater balance, and help realign your posture.  Plus, they are just down right comfortable.

I have never worn minimalist shoes; will Lems Shoes work for me?

Our shoes will certainly work for you.  You may experience some discomfort at first, but know that that is the tendons and muscles in your feet adapting to the lack of support that most contemporary shoe companies incorporate into their designs.  This should subside over a short period of time.  We recommend wearing the shoes sparingly at first and then progressing to longer periods in the product.  This will help with the transitional process.

I suffer from bunions, hammertoes, Plantar Fasciitis, etc.; will Lems Shoes work for me?

Though our shoes are not for everyone, we have had a lot of success stories from customers who have suffered from a myriad foot ailments such as these, tried our product, and ultimately found relief.  Thus, we like to think they could help you too.

I have high arches/instep; will Lems Shoes work for me?

We have designed the shoes to fit as many foot shapes as possible, but sometimes they just do not. It is difficult for us to give a definite answer to this one, but we feel that the best way to know is by trying the shoes.

My doctor instructs me to wear custom orthotics; will your shoes work for me?

All of our shoes feature a 3mm insole within the shoes that can be removed to allow room for almost all custom orthotics.

 

ORDERING

Do you charge sales tax?

We are required to charge sales tax on items shipped to Arizona or Colorado.

What forms of payment do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, and Discover) as well as Paypal.

Why is my order being rejected by your system?

A majority of the time this issue is caused by the billing address information being incorrect.  Our checkout system is very specific so please recheck all of the information and make sure it correlates with the address associated with the credit card.  Also, double check that the card information is input correctly.

Do you charge any customs or duty fees?

We do not charge customs or duty fees at the checkout, but you would be responsible for any charges accrued at your country’s customs office.

 

TRACKING A SHIPMENT

I have ordered but why have I not received any tracking information?

If you did not put in your correct email address upon ordering then you will not receive the shipment email containing your tracking information.

My correct email is on file, but I have not seen my package ship. What’s the issue?

If you ordered and the items have not shipped within 2-3 business days, that means there is an item in your cart that is out of stock. Please reach out to support@lemsshoes.com for what can be done to remedy the situation.

I am an international customer and my tracking says that my item(s) are still somewhere in the USA. What is the hold up?

If your order has been at a specific location in the United States for a few days and nothing has changed in the tracking, this means that the package is currently en route to your country and once it passes through customs, you will see an update to that shipping information.

 

GIFT CERTIFICATES / PROMOS

Do you offer gift certificates?

We are unable to offer gift certificates at this time.

Do you offer any promotions or discounts that I can apply to my order?

We do offer promotions and discounts and the best way to hear of those would be to subscribe to our newsletter.

 

OUR PRODUCT LINE

Are any of your products waterproof?

None of our products are waterproof (especially the Primal2 with its breathable air mesh). If you were looking to enhance the water-resiliency of any of our shoes we recommend using any sort water-repellent product (Nikwax, Scotchgard, etc.) to help with that.

Are you able to make custom sized shoes?

We are unable to manufacture custom sized shoes.

Can you make any of the products without the Lems branding?

We cannot remove the Lems branding from our products.

Will you make the Primal2 in larger sizes than the 46?

After much back and forth with our manufacturer, we, unfortunately, will be unable to create the larger sizes in the Primal2. Be sure to sign up for our newsletter for further information regarding similar products we plan on releasing in those sizes.  We are currently working on new shoe designs that will accommodate larger sizes and hope to launch them in 2018!

How about a waterproof boot?

We have also considered this style and we are trying very hard to have this option available in the future.

Or a female specific shoe to replace the Sweet Jane?

This concept is high on our radar and we are in the process of designing this style. As with all company information, signup for our newsletter to stay up to date on those.

Do you offer the Nine2Five in a size smaller than a 40?

Yes, we offer the  Nine2Five Black + Mocha, starting at size 36!  They can be found here - Womens Nine2five Black

Do you offer replacement insoles and/or laces?

We do offer replacement insoles and laces for our products. Please go to the following link for more information.

Do you have a warranty policy?

In line with industry standards, our shoes are designed to last 300-500 miles dependent on the wearer. If your product fails due to a manufacturing defect, within 12 months of your purchase date, we will replace it, at our discretion.  This, however, is not a guarantee against normal wear and tear. Nor does it apply to product that has been damaged by misuse, neglect, accident, modification or unauthorized repair. This guarantee also does not cover damage by heat, fire, water and abrasion.
 

CLEANING

How would you recommend cleaning my Lems?

For any non-leather products we suggest using a soft scrub brush, soap, and cold water.  Avoid submerging your shoes in the water and allow your shoes to air dry completely over 24hrs before wearing.

*Please note: If you soak your shoes in warm water for a period of time, this can cause the dye fixative or mordant to be removed and can result in the color running. To check for color fastness, dampen a small area with water and blot with a white cloth.  If the color is on the cloth, you will need to take extra care with cleaning and do not submerge the shoe in water.  Also, as our shoes have a rubber outsole, high heat washing can shrink the shoes, so we do not recommend putting your shoes in the washer.

 If your shoes do feature leather (ie, The Nine2five) then the Otter Wax Leather Care Kit is ideal.

For our shoes with Nubuck leather (Boulder Boot Brown and Mariner Sonora) and microfiber (Primal 2), a suede brush can be used to remove dirt and dust. 

CORRECT TOES

I am interested in purchasing your Correct Toes, can you answer some questions regarding those?

As much as we wish that we came up with the Correct Toes concept, they were actually designed by one of our advocates, Dr. Ray McClanahan. Their company is separate from ours and their staff is much more knowledgeable on the product. Please feel free to visit Correct Toes’ specific FAQ for more information regarding their product: https://nwfootankle.com/correct-toes/127-faqs

 

PHONE LINE

When is your phone line available?

Our phone line is available Monday Through Friday 10-5pm ET.  During this time we are trying to handle everyone’s inquiries/requests as smoothly and quickly as possible. As there are only a few of us manning the lines, we sometimes get tied up with other customer’s inquiries. Please leave a voicemail with your details and request and we will return your call within 1 business day.