You can send us a message by clicking on the chat icon, or you can send us an email to support@lanxshoes.com
Christmas present orders: Items purchased between the 1 November to the 24 December are entitled to an extended exchange period. This extended exchange period ends at midnight on the 31 January. Customers may request an exchange for product or credit on a future order. Please note, the normal 30 days return for refund policy still applies on all orders.
To log in to your LANX account click here.
To create a LANX account click here.
Important: Please log in using the same email address you use to make orders.
To create a LANX Loyalty account, view your credits and read our Loyalty FAQS please click here.
If you’re unhappy with your order or experience, we’re here to help. Please email support@lanxshoes.com with the following details:
1. Subject line: Complaint – [Your Order Number]
(Please include the word Complaint and your order number so we can prioritise your message.)
2. In the body of the email: Your full name, order number, a brief description of the issue, and any relevant photos (if applicable)
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What happens after I submit a complaint?
1. Acknowledgement – We’ll acknowledge your complaint within 2 working days of receiving your email.
2. Review – Our customer support team will review the details and may contact you for further information if needed.
3. Resolution – We aim to provide a full response and resolution within 5–7 working days, depending on the nature of the issue.
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Who will handle my complaint?
All complaints are handled by our dedicated customer support team. If required, your case may be escalated to a senior team member to ensure a fair and thorough outcome.
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What if I’m not satisfied with the outcome?
If you’re unhappy with the resolution offered, please reply to the same email thread and let us know why. Your complaint will be reviewed again by a senior member of the team.
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Why do you ask for “Complaint” in the subject line?
Including the word Complaint and your order number in the subject line helps us identify and prioritise your message quickly, so we can resolve the issue as efficiently as possible.
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Please email support@lanxshoes.com.
Customers outside of the UK will be liable for all import duties, customs and taxes levied by your country your order is being shipped to. These will be due at the point of or after delivery. We are not liable for these charges. If you are unsure of the charges please contact your local customs office to find out more information. Customers that reject parcels or do not take delivery of parcels once they reach your country will be liable for a £15 shipping and admin fee should the products.
Please note that prices quoted include UK VAT only (which is payable on all orders), some international deliveries may be subject to local duty and custom charges for which the customer is responsible.
As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.
LANX does not have a call centre and we're not set up to handle high volumes of phone calls, so a phone call would prove inefficient and potentially leave you quite frustrated! More than often, we'll need to do a little digging to answer your question efficiently.
Our shoes & boots are all made on an industry standard sole profile - this means that the footbed is not completely flat, it is slightly curved to ergonomically fit the profile of a standard foot. So, essentially there is a small amount of arch support, but if more support is needed then perhaps an orthotic insole would be needed. Our insoles technically can be removed from the shoes, however it is not advised. The insoles are glued onto the hard under layer, so removing them will leave this exposed for you to put your orthotics on top of, so comfort may well be compromised. It is also worth mentioning that once they have been removed they are not in a resalable condition and therefore cannot be returned. We have found that with some of our customers that wear orthotic insoles, because our shoes have a little bit of extra room sometimes orthotics can be placed on top of our existing insoles.
The majority of our footwear collections are 100% UK made. All our clothing and socks are UK made. Additional UK made footwear collections launching very soon. All the info is on our website - click here
We are proud to offer a mixture of different construction types across our men's and women's footwear collections, including Goodyear Welted, Blake Stitched, Cemented, and Sidewall Stitched. Presently, we offer Goodyear welted, blake stitched and cement lasted in men's, and cement lasted and goodyear welted in women's.
You can filter by construction type here.
We offer a repair service for all our footwear, no matter the construction type.
We use excellent leather in all our footwear, which means the leather is thicker and will take a little longer to wear in. In most cases it can take 4-5 wears before they soften and wear in. However some customers report this process can be much quicker. Ultimately it depends on the customer and their feet.