We are here to help you, but keep in mind that the availability of people is limited at the moment. We suggest you contact us as long as you cannot find the answer to your question.
IS MY PURCHASE SECURE?
Of course, we have the SSL security certification, which means that you are browsing in a secure https connection, we also have the best payment system providers such as PayPal with the best anti-fraud technology to take care of and provide you with the most comfortable shopping experience. safe and feel the peace of mind that your bank details are being treated with the same care as we take care of ours.
In addition, we send all our products with merchandise insurance by trusted parcels such as DHL, Fedex, etc., to ensure that your purchase arrives as soon as possible, and from the moment it is sent to you, we provide you with a guide number to to be able to track your order at all times.
HOW CAN I PAY?
We want the online purchase of your L - A - D footwear and items to be a quick and easy experience, so we accept the following payment options:
- Credit and debit card (Visa, MasterCard, American Express)
- Kueski Pay
Get more information about all forms of payment here.
HOW DO I KNOW WHICH SIZE I SHOULD BUY?
Mexican shoe sizes are proportional to the centimeters your foot measures. We include a printable size guide and simple instructions to make it easy for you to find your size in L - A - D.
If you are between two sizes, we recommend that you choose the larger one . See size guide.
CAN I PAY MY ORDER WITH MULTIPLE METHODS?
No, payment for L - A - D orders cannot be split between multiple forms of payment.
CAN I PAY FOR AN ORDER WITH CASH?
Of course. You just have to select Oxxo Pay as the payment method and pay at the nearest store.
CAN I PAY AN ORDER IN INSTALLMENTS?
Yes, for this we have a couple of options:
- You can defer to 3 months without interest paying with a credit card or paying through PayPal or Mercado Pago.
- You can defer payments for 4 fortnights through Kueski Pay or ZIP without having to have a credit card.
HOW TO BUY IN LAD?
We are making an effort from Monday to Sunday to make it easier and more intuitive for you to buy in our store, please follow the steps below.
1. Add all the items you want to buy to your cart.
2. Click on the cart in the upper right corner, where you will see the summary of your order.
3. Click on go to pay and enter your address information where your L - A - D will arrive at your door. (By continuing you are accepting the terms and conditions).
4. Click on continue with shipments and select the type of shipment of your preference. (Check the shipping policies to find out about rates and delivery times).
5. Click continue with the payment. Select the payment method that best suits you and finalize the order.
If you selected Oxxo Pay / SPEI as your payment method, after completing these steps you will receive an email with the payment information.
CAN MY ORDER BE RETURNED?
We don't want you to keep something you don't want.
Returns are free for eligible unused items and within 30 days of purchase. Visit our returns portal here .
Returns and Refunds Policy .
Refunds are made to the original purchaser's credit card or bank account and take 5-15 business days to appear on your statement, from the time L - A - D authorized them.
Please note that the shipping cost is non-refundable.
HOW DO I TRACK THE STATUS OF MY L - A - D ORDER?
You can use the link below and check the order status to track your order. If you are not already logged into your L - A - D account or if you purchased as a guest, you will need to enter your order number (you will find it in your order confirmation email) along with the email address you used to place the order. the request.
Additionally, we will keep you updated at the registered email address.
WHEN CAN I START TRACKING MY ORDER?
We will provide you with an estimated delivery date when you place your order, which you will also find in your order confirmation email. When your order ships, we'll send you another email with the delivery date and tracking number.
CAN I CHANGE AN ORDER FROM L - TO - D?
The best way to change an order is to simply place a new order for the product you want and return the product you already have.
CAN MY ORDER BE CANCELED?
Order cancellations may be made during the first 15 minutes of generating your purchase.
Only orders whose payment has been made with a debit or credit card (Visa, MasterCard, American Express) or via PayPal may be cancelled.
WHAT IS L - A - D'S RETURN POLICY?
We design our shoes and gear with the goal of making you look and feel good, so if you don't like it, don't worry. We have everything you need. Returns are complimentary for eligible items that are unused and in their original condition within 30 days of delivery.
Remember returns are always free for L - A - D customers. Just make sure you're logged in before you checkout.
HOW DO I RETURN A DEFECTIVE OR FAULTY PRODUCT?
We take responsibility for all our footwear and items. If your product is defective or faulty and less than 30 days have passed since your purchase at lad.mx, you only have to return it. If more than 30 days have passed since the purchase, please send us an email to email@example.com with photographs of the defect and/or failure to start the replacement validation process.
HOW DO I RETURN MY L - A - D ORDER?
We make the return process easy. We want you to try on your new shoes or gear secure in the knowledge that you can easily return your orders for any reason within 30 days. Just follow the steps below to return your order.
Remember that we take care of the shipping costs for all L - A - D customers.
1. Click the button below. Write the number of your order and your zip code, select the products to return and answer the form.
2. Print the carrier's guide and place it on the front of the package with the items you want to return in their box inside a bag that does not reveal the inside, for example, if your products arrived in a box with a black bag, just make sure to properly tape the bag to prevent its contents from leaking out and if you use the same bag that it came with, try to cover the guide above.
3. Call the carrier to coordinate the collection of your return package. Keep in mind that you must provide your contact information, as well as the number of the guide. You can make an appointment to collect your package from Monday to Friday or take it directly to the office that is closest to you.
HOW CAN I RETURN A PURCHASE MADE ON ANOTHER SITE?
Purchases made on any other site must be returned directly to that site, no matter if it is default or faulty. Please note that other sites' return policies may differ from our return policies.
CAN I RETURN PRODUCTS AFTER 30 DAYS OF DELIVERY?
No, but please see our return policy for more information and some exceptions.
WHAT HAPPENS IF I HAVE SEVERAL ORDERS THAT I WANT TO RETURN?
You can pack your returns in multiple packages if necessary, be sure to create a separate return for each order, but we recommend that everything come in one package, this helps us process your return faster.
WHERE IS MY REFUND?
Once we receive the products at our returns center, we will process the return and issue a refund to your original form of payment, usually within four business days. We will send you an email to inform you that we have made the refund. Funds may take up to 10 days to reflect in your account.
Your refund includes the full value of any returned product. Please note that shipping fees are non-refundable unless you receive an incorrect product. And keep in mind that OXXO orders are refunded within five business days of confirming your bank information.
DO YOU HAVE FREE SHIPPING?
YES, all domestic shipping is FREE when selecting standard shipping* for registered users on minimum orders of $1,999.00. (*This may not include some locations, PO Box, etc.)
Express shipping rates are available at an additional cost.
Currently we only ship to Mexico, if you visit us from another country please contact us.
WHAT ARE THE L - TO - D DELIVERY OPTIONS?
All our shipments cover the national territory, if you visit us outside of Mexico, please contact us.
- Free standard shipping for L - A - D customers on orders over $1,999.00.
- Standard shipping with a cost of $99.00 for orders less than $1,999.00.
CAN MY ORDER BE CANCELED?
- Please note that order processing and delivery may be delayed on public holidays.
- We do not ship to PO Boxes, forwarding companies or package forwarding services.
- Refunds include the full value of any product returned. Shipping fees are non-refundable unless you receive an incorrect product.
WHERE IS L - A - D MANUFACTURED?
We work closely with small independent artisans from our city León, Guanajuato, Mexico . Craftsmen known the world over for making some of the highest quality leather goods on the planet, have trusted L - A - D with their world-class knowledge and experience to help us produce more durable and functional products.
Every L - A - D purchase allows us to provide living wages, help grow your business and fight climate change by integrating better materials into our products and generating contributions to like-minded others to build a healthy and prosperous ecosystem. for the planet and its inhabitants.
Learn more about how we're focusing on improving our environmental impact here.
HOW CAN I CLEAN MY SHOES?
Taking care of your new shoes ensures that they last longer, we recommend that you follow the instructions for care, maintenance and cleaning. You can keep your shoes looking like new with a few simple tips:
We do not recommend putting the footwear in the washing machine or dryer, or using aggressive cleaning products, such as bleach (chlorine). For best results, clean your shoes right after they get dirty. Once clean, put it on and go out again to walk the streets.
HOW LONG IS THE WAIT TIME?
Delivery will take around 4 - 6 weeks to arrive.
ARE RETURNS ALLOWED?
Yes, while our goal is to discourage impulse purchases in order to make more considered decisions, we want you to feel comfortable in our footwear once you receive it. It's important to us that you ultimately feel good about your purchases. For more information on our returns, click here.
CAN A PRE-ORDER BE CANCELED?
Unfortunately, a Pre-Order order cannot be canceled, due to the time and resources invested in producing your pair of footwear, however once it arrives and you try it on you can return it as long as it complies with our return policy .
WHAT HAPPENS IF I ORDER PRE-ORDER ITEMS AND OTHERS ARE NOT?
If you want to receive your items together with your PRE-ORDER order within 4 – 6 weeks to reduce carbon emissions by reducing the number of shipments, just send us an email to firstname.lastname@example.org
ARE ALL STYLES AVAILABLE FOR PRE-ORDER?
Yes, all styles released from the permanent hybrid sneaker collection will eventually be available for pre-order once they're sold out.
HOW DO I KNOW WHEN MY PRE-ORDER IS SHIPPED?
A follow-up email will be sent to the email address provided.
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