Delivery & Returns

How much is shipping?

Great news - we offer FREE Standard US Shipping (3-7 business days from dispatch date) on orders over $50 from our California warehouse in USA. Due to current worldwide shipping delays because of the impact of the COVID-19 pandemic, a small number of products will dispatch directly from our warehouse in Asia for the next 6 weeks (until mid-October 2021). These items will have a shipping time of 7 working days to US customers and we will contact you to let you know directly if this applies to your items. We thank you for your understanding during this time and don't hesitate to get in touch at hello@lissom.com with any questions you may have. 

Which countries does Lissom ship to?
At current we offer shipping to all US territories and PO box addresses. If you're from another country and interested in ordering our shoes, please email hello@lissom.com and we'll do our best to help you.

When will I receive my order?
LISSOM orders are dispatched from our warehouse based in California, USA, and are usually delivered within 3-7 business days (which excludes weekends) from the date of dispatch. Please note there can be the occasional courier delays outside of our control which may affect your delivery timeframe. Please contact us hello@lissom.com if you have any questions concerning your delivery. Due to current worldwide shipping delays because of the impact of the COVID-19 pandemic, a small number of products will dispatch directly from our warehouse in Asia for the next 6 weeks (until mid October 2021). These items will have a shipping time of 7 working days to US customers and we will contact you to let you know directly if this applies to your items. We thank you for your understanding during this time and don't hesitate to get in touch at hello@lissom.com with any questions you may have. 


How can I track my order?
An email with tracking details will be sent to you once your order has been dispatched from our warehouse. Please enter this number on the nominated parcel carrier’s website to track your order and to sign up for additional tracking alerts via email and SMS.

Can you deliver to an address other than my billing address?
Of course! At the checkout there is the option to have your order delivered to a shipping address which is different to your billing address e.g. home, work, or a family member’s address.


What are the shipping options?
We offer Free US Standard Shipping with DHL or USPS Priority (3-7 business days from dispatch date) from our warehouse in California, USA. Unfortunately we cannot offer express delivery options at present. Due to current worldwide shipping delays because of the impact of the COVID-19 pandemic, a small number of products will dispatch directly from our warehouse in Asia for the next 6 weeks (until mid-October 2021). These items will have a shipping time of 7 working days to US customers and we will contact you to let you know directly if this applies to your items. We thank you for your understanding during this time and don't hesitate to get in touch at hello@lissom.com with any questions you may have. 

Which courier will be delivering my order?
LISSOM orders to mainland USA are delivered with DHL or USPS Priority.


Do I need to sign for my order?
All US mainland orders do not require a signature upon delivery.


What if my order has arrived faulty or damaged?
At LISSOM we take great pride in the production and delivery of our items. However should you receive an item that is faulty we will gladly replace or refund the items, subject to availability. Please contact hello@lissom.com where a customer care representative will be happy to help you with this.


I’ve only received part of my order?
Occasionally items ordered together may not be available to dispatch in the same shipment. From time to time, items may be out of stock or backordered; you will be alerted in both instances and provided with an approximate date of shipment. If you haven't received your expected order and LISSOM hasn’t already been in touch about the matter, please contact our customer care team at hello@lissom.com


If items in my order ship separately, will I be charged extra for shipping?
Your order may ship in multiple packages, but rest assured that you will not be charged any additional shipping and handling fees. We will always endeavour to pack your items together in the same shipment where possible.


Can I change my shipping address after my order has been submitted?
As we want to get your items to you as soon as possible, we start packing your order as soon as it has been confirmed; this means that is unlikely we can amend the address the order is being shipped to. Please contact our customer care team by email as soon as possible to hello@lissom.com for any shipping address queries and we will try our best to accommodate any address changes if possible.

Will my postage be refunded(if) I return my order?
LISSOM is unable to refund shipping costs. 

Please note customers are responsible for return shipping on all orders (including orders covered by the 30 day guarantee).

RETURNS

What is your returns policy for my first pair of Flytes?
Flyte shoes are unlike any other shoe you've worn before. Super light, super flexible and designed to mold to your feet as you wear them in. We're so sure that you'll love our shoes that we want to give you the peace of mind to give them a full road test. If you're not happy with the fit or comfort within 30 days of receiving your first pair of Flytes, we'll accept your shoes in worn condition when you send them back to us and we'll issue you with a refund. This is valid for your first pair only.

My first pair has a 30 day guarantee, what is your returns policy for orders after this?
Our 30 day return guarantee is valid for your first pair of Flytes only; after this we will gladly offer a refund for items returned to us in an unworn condition, within 14 days from the date you received your order. All such returns must be sent back to us in their original packaging.

Can I exchange my first pair of Flytes under the 30 day guarantee?
As of November 1 2018 we no longer offer exchanges on any orders. Due to high demand we are unable to guarantee your exchange will still be available, and we'd hate for you to miss out!

We suggest returning your order for a full refund and re-ordering the preferred size/color you would like to try. 

Can I return socks?
Socks are non-returnable for hygiene reasons - please check the correct size is selected before purchasing.  

How do I return my item?
To arrange a return please email hello@lissom.com with your order details (including order number, full name and items to be returned or exchanged). A LISSOM customer care representative will then email you an RMA number and a returns form to be included with your return. The US mainland returns shipping address will be provided on the form.

What do I need to include with my return?
Items need to be returned in their original packaging.

All returned items must include a fully completed returns form. Please email hello@lissom.com to obtain a returns form. Returns forms must be completed in full with your name, order number and RMA number.

Returned items received without this information will not be processed and we will be unable to authorize a refund or exchange.

What is an RMA number? How do I get an RMA number for my return?
A Return Merchandise Authorization (RMA) number is needed for us to be able to process your return. To obtain an RMA number for a return or exchange, please contact hello@lissom.com.

Returned items received without an RMA number will not be processed and we will be unable to authorize a refund or exchange.

Where do I send my return to?
Please contact hello@lissom.com for a returns form. The US mainland returns shipping address will be provided on this form.

LISSOM cannot take liability for items returned to an unauthorized address.

How long do I have to return my order after I have received the RMA number?
Your return must be received by LISSOM within 14 days of the RMA number being issued to you.

If a return is not received within 14 days of the RMA number being issued then LISSOM will not be able to process your return.

Where do I send my return to and am I responsible for the costs?
When you contact hello@lissom.com with your return details, we will send you a return/exchange form with details of a US mainland return address. You are responsible for return postage costs and we strongly recommend using a tracked service. Please make sure to retain proof of postage, as this will be needed in the event of a return being lost. Returns can take up to 10 working days to be processed, but this can vary depending on the speed of service chosen by the customer when shipping.


Return conditions

Returning your first pair:

• Under our 30 day guarantee we will gladly accept your return in a worn condition within 30 days from the date it was received; please note this is only valid for your first pair of Flytes.

All other returns:

• For all subsequent orders (after your first pair,) returns must be in an unworn condition and in the original packaging. Returns must be sent to us within 14 days from the date it was received

Can I return my first pair of Flytes after the 30 day trial period?
We think 30 days is the perfect amount of time to fall in love with your Flytes.

We offer this extended returns policy so you can feel the bounce for yourself and if not fully satisfied you can return them for an exchange or refund - even if they are in a worn condition.

Outside of the 30 day guarantee we are unable to offer a refund.

It's my first order and I ordered more than one pair, are they all covered by the 30 day guarantee?
If purchasing multiple pairs of Flytes on your first order only one pair is eligible for the 30 day road test guarantee. Only one pair from an order of multiple items is eligible to be returned and refunded in a worn condition, all other pairs must be returned in an unworn condition.

How do I cancel my order under the distance selling regulations?
To cancel an order please contact hello@lissom.com. Please note that our dispatch system is automated and we cannot guarantee that we can make order amendments or cancellations after your order has been placed.

Will I be refunded the full value of my order?
LISSOM will fully refund the cost of returned items which meet the returns conditions.

Shipping costs cannot be refunded; please note customers are responsible for return shipping on all orders (including orders covered by the 30 day guarantee).


What if my order is faulty or damaged?
At LISSOM we take great pride in the production and delivery of our items. However should you receive an item that is faulty we will gladly replace or refund the items, subject to availability. Please contact hello@lissom.com where a customer care representative will be happy to help you with this.


Will my return postage be refunded?
Customers are responsible for the cost of return shipping. 

Shipping costs cannot be refunded; please note customers are responsible for return shipping on all orders (including orders covered by the 30 day guarantee).

How will I be refunded and how long will it take to receive?
Refunds are credited to the original card or Paypal account that the customer paid with. Refunds can take up to 10 business days to process.


I've lost the returns note, what do I do?
Please email hello@lissom.com for any issues with your returns/exchange form.


How will I know when my order has been refunded?
We will send you an email to let you know that your refund has been processed.


What happens if my parcel gets lost on its return to you?
LISSOM will take no responsibility for items lost in transit and for this reason we recommend using a shipping service that provides tracking information. Returned items are the responsibility of the customer until received at our returns center. Customers are responsible for all shipping costs on returned goods.

30 DAY RETURN GUARANTEE

Our 30 day promise
Flyte shoes are unlike any other shoe you've worn before. Super light, super flexible and designed to mold to your feet as you wear them in. 

This means they might also feel different when you first try them on. They may start off a little tight, or slightly rubbing at the back of your ankle before they stretch to the unique contours of your feet. 

But don't worry, this is normal - wear them in for a few days for a couple of hours at a time and before you know it - they'll be comfier than your favourite slippers. We've been through the process ourselves and we know that it's worth it! 

We're so sure that you'll love our shoes that we want to give you the peace of mind to give them a full road test. If you're not happy with the fit or comfort within 30 days of receiving your shoes, we'll accept your shoes in worn condition when you send them back to us and we'll issue you with a refund**. 

Enjoy your Flytes and #liveinthemovement!

**Valid only on your first pair. (Our 30 day return guarantee is valid for your first pair of Flytes only - for all subsequent pairs/orders, LISSOM will gladly offer a refund for items returned to us in an unworn condition, within 14 days of receipt).

Please note that if purchasing multiple pairs of Flytes on your first order only one pair is eligible for the 30 day road test guarantee. Only one pair from an order of multiple items is eligible to be returned and refunded in a worn condition, all other pairs must be returned in an unworn condition.

You have 30 days from the day of receipt to contact us to request a return for your first pair of Flytes. Outside of the 30 day guarantee period LISSOM will be unable to issue a refund for your order.

Customers are responsible for returns costs of items bought under the 30 day guarantee.