FREQUENTLY ASKED QUESTIONS

Orders

Where can I track my order?

When your order is dispatched from our warehouse, you will receive an email with your shipping confirmation and tracking number. Tracking links generally need 24–72 business hours to be updated with tracking information. If you have not received this email, please check your spam or junk folder to see if your email accidently landed there.

You can also find your tracking information by logging into your Lazo account and navigating to My Order.

Please reach out to support@lazo.com, if you need assistance.

Why is my order split into multiple deliveries?

If your order contains a large number of items, we may split it into multiple boxes to ensure speedy delivery. In rare instances, one or more product/s in the order may sell out just before the order is processed. In this case, we will refund you for the item/s that are not in stock and won't be shipped.

We apologize for any inconvenience or disappointment this may cause you. Our team is dedicated to restocking items as quickly as possible. If an item you are interested in is sold out, we encourage you to keep an eye out for it to be restocked.

Product & Fit

What size should I order?

To make sure you are ordering the size that’s right for you, please check out our fit description and sizing information on each of the product pages. You can click on the Size Chart, in the Size section for detailed information.

If you’re still unsure and need assistance, feel free to email support@lazo.com.

What makes Lazo footwear so special?

Designed in Los Angeles and manufactured in Italy and Portugal, Lazo footwear is made from premium quality, soft, and colorful suede. The outsoles on our footwear are made from certified Bio-based Biodegradable Thermo Rubber and features our special Flow Cap Technology that is anatomically calibrated to provide extra all-day comfort, perhaps making our boots and sneakers the most comfortable footwear that you have ever worn.  Also, our footwear comes with soft and cushioned, removable insoles made from recycled PU foam from our production.

Offered in two tones and solid color options, Siren boots are suede ankle boots that feature a breathable custom-designed upper lining made of full-grain leather, and a signature  Lazo keychain accessory and zipper pull both made from Zamak metal. Every boot box comes with a boot bag so that you can store your Lazo boots at home or when traveling so that you can keep them free from dust and dirt. Our boot bag can also be used as a backpack when you’re out on the go.

The latest addition to our collection, Hypernova sneakers are a skate-inspired low top, handcrafted using premium and supple suede. The Hypernova’s toe box twinkles with a field of starbursts and is available in a beautiful array of cosmic colorways.  Discover the Hypernova collection here and choose your stellar experience!

How do I take care of my Lazo footwear?

We recommend using a premium suede care kit, which includes a cleaner and a lotion.

To preempt any daily wear and tear, cover the uppers with a high-quality waterproof suede protector, before wearing them outside, and reapply every few weeks. This will also keep dirt and stains from sticking.

About once a month, use a cleaner and brush your boots and sneakers to prevent the build-up of scuffs and dirt, and reapply the suede protector. Never use water as it causes spotting and damage. 

Be sure to check out  Lazo Shoe Care Kit, an all-you-’ll-need premium kit, indisposable in the care of your boots and sneakers. You can purchase this kit when you view your cart before checkout.

What is your product warranty?

Defective boots and sneakers can be replaced within 30 days of delivery. Please be aware that leather and suede are natural materials. Slight discoloration, scratches, or changes in texture may be visible. These small inconsistencies are not considered a defect. Overuse, water damage, stretching, standard wear and tear, scuffing, accidents, or alterations are not considered defects and will not be replaced.

If you receive an item that is damaged, please submit a return at the earliest or contact us at support@lazo.com.

Shipping & Delivery

Where do you ship to?

We ship anywhere in the US, including Hawaii, Alaska, and Puerto Rico. We do not ship outside the United States at this time, but hope to do so soon!

What are your shipping rates?

Enjoy free Standard shipping with all your purchases. We offer an express shipping option for your convenience. The final price for this service will be calculated at the checkout stage, taking into account factors such as the order volume and destination.

How long will it take for my order to arrive?

Estimated delivery time is based on your location and selected shipping service. We always aim to process and dispatch all orders within 24 business hours.

STANDARD shipping, ships out of our warehouse in the US West Coast and on average takes 5-10 business days to arrive. EXPRESS shipping takes 1-3 business days to arrive.

Express Shipping orders must be placed by 10:00am PST, to ship the same day.

Returns & Exchanges

What is your return and exchange policy?

Returns and Exchanges are free! And, available within 30 days of receiving the order.

We're committed to ensuring your satisfaction as a Lazo customer and here to make the process as seamless and convenient as possible.

All returns and exchanges must be in original condition (with hang tags attached, if present) and in original packaging. We cannot accept products that show signs of wear and reserve the right to not accept returns that are not in line with our return policy. Please check our Returns & Exchanges Policy for further details.

 To start a return or exchange , click here.

Does Lazo store credit expire?

No. Lazo store credit balance will not expire. If you choose to return an item and receive a store credit, you will receive a digital gift card. An email with the code associated with the gift card will be sent to you. Please keep this email, so you can use the code at checkout toward your future purchase.

How do I return or exchange an item?

We make returns and exchanges hassle-free so that you can purchase with confidence. Lazo purchases can be returned for up to 30 days after delivery. For detailed instructions on how to initiate returns or exchanges, we recommend reviewing our Returns & Exchanges Policy. You'll find step-by-step guidance and all the necessary information you need to start the process.

Please take note that when returning or exchanging items, it is important to place them in their original packaging inside a shipping box. Additionally, please use the carrier designated by us to ensure the safe return of the package and to ensure that you receive your refund.

How long does a return or exchange take to process?

It can take our warehouse up to two weeks to receive and process your return. If you have initiated an exchange, your new item will be sent out to you as soon as the return is processed. We will send out an email confirmation once the refund has been issued or your desired product shipped out. We appreciate your patience throughout this process.

What if I lost my pre-paid return label?

Please reach out to support@lazo.com and we’ll gladly help you with your return label.

What if I want to cancel or change my order?

We try to ship orders quickly because we know you want your items right away! Therefore, we can only accommodate order changes and/or cancellations during business hours within 1 hour of placing an order. Once the order begins processing, no updates can be made.

Please contact support@lazo.com as soon as possible if you need any assistance within the hour.

​​When will I receive my refund?

We understand that receiving your refund in a timely manner is important to you. Our goal is to process refunds as quickly as possible. The refund process typically takes between 10-14 business days. You will receive a notification email as soon as we've issued your refund. 

Once the refund has been processed by our team, please allow additional time for the refund to reflect in your original payment method. The  timeframe for which will depend on your bank and/or credit card provider.

Payment

What methods of payment do you accept?

We accept all major debit and credit cards as well as Shop Pay, Google Pay, PayPal and Meta Pay.

Do you charge sales tax?

Sales tax and/or duties may be applicable depending on your shipping location. If applicable, you will see them on your order summary page before submitting payment.

Can I buy now and pay later?

Yes! With Shop Pay Installments, you can buy now and pay later by selecting this option at checkout. You can choose a plan that suits you from the several plans that Shop Pay Installments offers. Installment payments are automatically charged to you, according to your chosen plan. Please note that Shop Pay Installments is subject to Shop Pay terms and conditions, and availability may vary depending on your location and eligibility.

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