At LONO, we want every customer to receive their order quickly and in perfect condition. Because our shoes are in high demand and many styles sell out fast, our exchange and return policy is designed to ensure fairness for all customers while keeping inventory moving efficiently. We kindly ask that you check your model, size, and address carefully before placing your order.
Due to our automated order processing and shipping, unfortunately we cannot accept order cancellations after an order has been placed. Please check your model and size carefully before placing an order.
For delivery address changes or corrections, in most cases it will not be possible to intercept the package and change the delivery address after an order has been placed. Please check your delivery address carefully before placing an order.
By placing an order, you confirm that you have reviewed all product details, sizing information, pricing, and applicable promotional conditions carefully. Eligibility for any return, exchange, or refund is strictly subject to the terms outlined in this policy. Orders that do not meet these conditions will not be eligible for return, exchange, or refund.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
i. Visit our Returns Center portal (https://lonowear.aftership.com/)
ii. Enter your order number and email address to display your fulfilled items
iii. Follow the instructions and select your target outcome. Important Note: an image of the return shipping receipt with a valid tracking link (customer responsible for return shipping costs) will be required for upload to finalize your request. Once your request is approved, you will get a confirmation email.
iv. Any of our sizing recommendations are based on the measurements you provide and general customer feedback, but fit preferences vary and we cannot guarantee a perfect match. Under no circumstances does receiving sizing advice from us waive our return policy — customers remain responsible for return shipping costs in the case of exchanges or returns.
v. If the customer obtained a free shipping discount due to a purchase order of US$150 or more, in the event that returned items make their total order value fall below US$150, any refunds will be reduced by the amount of the original applicable shipping fee if the free shipping discount was not applied. By placing an order, you accept that return-related adjustments to shipping discounts will be applied in accordance with this policy.
i. Returns or exchanges accepted within 14 days of receipt based on Lonowear Limited's tracking information. This timeframe applies regardless of promotional period.
ii. Returns or exchanges of shoes must be unworn with clean soles and original packaging. In some cases a photo of the clean soles may be requested.
Additional notes:
iii. Exchanges are subject to availability.
iv. Approved return refunds will be processed to original payment method.
v. Return or exchange shipping costs are customer’s responsibility unless item is defective as determined by Lonowear Limited. Photo of defect is required for review.
The following items cannot be returned or refunded:
i. Worn shoes or items returned or requested for return or exchange after 14 days of delivery according to Lonowear Limited's tracking. All returns and exchanges are subject to inspection. Items showing signs of wear, damage, or alteration will be rejected;
ii. Socks and accessories;
iii. Orders that have already been exchanged once;
iv. Items that have already been partially refunded under Green Return option;
v. Gift cards.
vi. Sale or Promotional items are exchange-only unless explicitly stated otherwise. See details in next section below.
Definitions for the purposes of this policy:
“Sale or Promotional items” include any products purchased with a discount, promotion, bundle offer, or conditional pricing (including but not limited to sitewide promotions (e.g. Buy-One-Get-One offers), seasonal campaigns, or special event discounts), regardless of whether the product is normally sold at full price outside of the promotion period;
"Green Return option” refers to a partial refund option where items are kept by the customer and not returned.
i. Eligible items may be exchanged within 14 days of delivery, subject to inspection and availability. Each order may be exchanged once.
ii. Exchanges may be made for a different size, color, or model of equal value, subject to availability and confirmation by Lonowear Limited.
iii. Customers are responsible for return shipping costs for exchanges unless the item is defective, as determined by Lonowear Limited. Proof of defect may be required.
iv. Items purchased using promotions, discounts, bundle offers, or conditional pricing (including sitewide promotions and Buy-One-Get-One offers) remain eligible for exchanges once only, subject to availability, but are not eligible for refunds.
v. Promotional pricing is conditional. If part of a promotional order is returned, exchanged, or refunded, the remaining item(s) may no longer qualify for the original promotion and will be repriced accordingly.
vi. Where a refund is permitted for a promotional purchase, it will be calculated based on the adjusted pricing once promotional conditions are no longer met.
Step 1: Place the purchased items into their original packaging.
Step 2: Ship with a carrier of your choice with tracking & keep the return shipping receipt for upload in this Returns Center portal, to the following return address that is closest to you:
i. United States: Always Barefoot, Suite 290, 2525 West Anderson Lane, Austin, TX, 78757, United States. Telephone: 808-218-3348
ii. United Kingdom: LONOWEAR UK, 14 Nuffield Road, Nuffield Industrial Estate, Poole, Dorset, BH17 0RB, United Kingdom
iii. European Union: LONOWEAR EU, Jurmalas gatve 100, k-2 Unit # 111, Riga, LV-1029, Latvia. Telephone: +371-29-502-233
iv. Canada: LONOWEAR CA, Sole Freedom, 361 Richmond Road, Ottawa, ON, K2A 0E7, Canada. Telephone: 613-729-8981
v. Singapore: LONO Strength Yard Asia, 369A Joo Chiat Rd, 427614, Singapore. Telephone: +65-6909-7449
vi. Rest of World: LONO ESCAPADE Sports, 1/F, Yee Hing Building, 19 Leighton Road, Causeway Bay, Hong Kong. Telephone: +852-2891-1855
Step 3: Upload your return shipping receipt in the Returns Center portal. You will receive an email confirmation when we have reviewed your shipping receipt, and when a refund is issued or an exchange is shipped out.
Once your return shipping receipt is reviewed, you will be notified via an email. You will also be informed about the approval or rejection of your refund or exchange request. If approved, the refund request is typically processed within 5 - 7 working days after approval.
