Frequently Asked questions
Customer service
What are Lake business hours?
US Office: Monday-Friday 9:00 am-5:00 pm CST on non-major US holidays
EU Office: Monday-Friday 9:00 am-5:00 pm CET
UK Office: Monday-Friday 9:00-17:00 GMT
SA Office: Monday-Friday 8:00-17:00 CAT
SEA Office: Monday-Friday 9:00-17:00 GMT+8
What is your response time for emails and phone calls?
Our current response time is typically 1 business day from your time of inquiry.
Where can I find a Lake Dealer?
Please check our Store Locator and Distributor pages. We recommend contacting Dealers prior to visiting to make sure they have the Lake inventory you are looking for.
How long will it take for my order to be processed and shipped?
Most orders are processed and shipped within 1 to 3 business days, Monday through Friday.
Orders placed between Friday and Sunday will normally be processed the following Monday.
Occasionally, an order may need to ship from a different warehouse, which can result in a longer delivery time.
My tracking number is not working, is there something wrong?
Please allow 24 hours for the tracking number to become active. If the tracking number still shows an error message after 2 business days please let us know.
How do I make a Return or Exchange?
We hope you are happy with your purchase, but we understand if you need to make a return or exchange. We accept returns on new, unworn, unused items in their original condition (including original Lake shoe box and its contents) within 30 days of the ship date. Any product that has been ridden in, worn outside, had pedal cleats mounted, or has been heat molded, will not be eligible for return, refund or exchange.
Please note that exchanges and refunds will only occur upon receipt of the return to our offices. When exchanging an item, it may be faster to request a refund and create a new order rather than waiting on the mail.
We try our best to issue refunds and process exchanges within 7-10 business days of when we receive the return.
For more information or to request a return or exchange, please visit our Returns and Exchanges page.
What is your Warranty Policy?
Please review our Warranty Policy for more information.
I crashed in my shoes, are they covered under warranty?
We offer a crash replacement program, for more information please review our Warranty Policy
products
How do I install my cleats?
Your pedal manufacturer should include instructions on how to install the cleats and the specific torque spec needed for the bolts/screws that the pedal manufacturer supplies.
We do have further recommendations and requirements for cleat installation which includes applying grease to the bolt threads as well as details for proper MTB cleat depth compliance. More detail can be found here.
What materials are Lake shoes made from?
We use various materials for our uppers which include Leather, Microfiber and technical meshes. A full list of our common materials can be found here.
All of our Microfiber/Non-leather models and colors are fully vegan.
How do I clean and care for my leather shoes?
Keeping your shoes clean is essential for making them last longer. Leather requires more maintenance than synthetic or microfiber shoes, but no matter what the material is shoes must be kept clean. Specific instruction for leather care can be found here.
How do I clean and care for my microfiber, synthetic, or mesh shoes?
Microfiber, synthetic, and mesh uppers generally require less maintenance than natural leather, but regular cleaning is still recommended.
For routine cleaning, warm water and Lake Foam Cleaner can be used to remove dirt and mud from the upper.
Remove loose dust, dried mud, and dirt with the pre-clean side of the Lake Cleaning Brush. Apply Foam Cleaner to the affected area and gently work it into the surface using a circular motion. Wipe the surface clean with a microfiber towel or soft cloth and allow it to dry completely at room temperature.
When using any cleaning product other than those recommended by Lake, first test it on a small, inconspicuous area and make sure it is appropriate for the material being cleaned.
Read more about cleaning and caring for your Lake cycling shoes here.
Why are my white shoes becoming discolored, and what can I do about it?
White footwear can show dirt, staining, and discoloration more readily than darker colors. Exposure to moisture, perspiration, environmental contaminants, and sunlight, as well as normal aging of materials, can affect the appearance of white footwear over time.
How should I clean my white Lake shoes?
For routine cleaning, we recommend using Lake Foam Cleaner and following the product instructions. Use a soft cloth or brush as appropriate and allow the shoes to air dry naturally.
For persistent cosmetic discoloration, Dynamic White Shoe Touch-Up may be used on compatible white surfaces according to the product instructions.
What should I avoid?
Do not use bleach, acetone, solvents, harsh chemicals, or abrasive cleaners. Do not machine wash or machine dry Lake cycling shoes, as these methods may damage the materials or construction of the shoe.
What if the discoloration remains?
Some discoloration may be permanent and can occur as materials age or as a result of use and environmental exposure. Discoloration does not necessarily indicate a manufacturing defect.
If you believe the discoloration may be related to a manufacturing issue, please contact our customer service team and provide photographs, proof of purchase, and warranty tag so the shoes can be evaluated in accordance with our warranty policy.
How can I help keep white shoes looking their best?
Clean them regularly and store them in a cool, dry location away from prolonged direct sunlight. Allow wet or damp shoes to dry naturally before storage.
How do I dry wet shoes?
Remove the insoles and allow both the shoes and insoles to air dry at room temperature.
To help absorb moisture inside the shoes, loosely fill them with an absorbent material such as paper towels or newspaper, making sure the material reaches the toe area. Replace the absorbent material as necessary until the shoes are completely dry.
Keep the shoes away from direct heat and sunlight while drying.
Do not use a clothes dryer, shoe heater, hair dryer, radiator, or other direct heat source. Excessive heat may damage the materials and construction of the shoes.
Are Lake winter cycling shoes waterproof?
Lake does not claim that its winter cycling shoes are completely waterproof. Depending on the model, Lake winter shoes may provide a high level of water resistance and may incorporate waterproof membranes, seam tape, booties, and water-resistant upper treatments.
Water can still enter through the opening around the ankle, and waterproof membranes used in some models may not extend through the entire height of the shoe.
Some upper materials are also treated with a DWR (Durable Water Repellent) finish. This treatment reduces water absorption but gradually wears with use and may eventually need to be reapplied.
If additional water repellency is required, use a treatment appropriate for the specific upper material and follow the product manufacturer's instructions.
My BOA® dial and/or lace is damaged. Can it be repaired?
The BOA® Fit System is designed to be easily replaced if it is damaged.
BOA® provides lifetime warranty support for covered components through its BOA® Guarantee. Please contact BOA® directly for replacement dials, laces, or guides and current warranty information via BOA Fit System.
If the damaged component is permanently attached or sewn into the shoe, please contact Lake Customer Service for assistance.
How do I heat mold my Lake shoes?
Please visit our Heat Molding page, which includes detailed step by step instructions for heat moldable models.
Why is there a small visible gap between the upper and hardsole?
A small gap of approximately 1 to 2 mm may be visible at the edge where the upper meets the nylon or carbon hardsole.
During construction, a small section of the upper near the sole edge may remain unbuffed for cosmetic reasons. The primary bonding area extends beyond this section and is prepared specifically for adhesion to the hardsole.
If separation extends beyond approximately 1 to 2 mm, continues to increase, or appears to affect the structural bond between the upper and hardsole, contact our customer service team for evaluation.
What should I do if the rubber outsole begins separating from the hardsole?
Rubber outsole components on MTB shoes are exposed to repeated impacts, abrasion, flexing, and forces generated while walking and engaging with the pedal system.
Correct cleat installation is important because improper cleat position or depth can create unnecessary pressure, twisting, or interference between the rubber outsole and pedal. Please follow Lake's MTB cleat installation guide.
Regularly remove accumulated mud and dirt from the outsole and around the edges of the rubber components.
If you notice separation between the rubber outsole and hardsole, discontinue use until the shoe has been evaluated or repaired. Contact Lake's customer service team for guidance before attempting a repair, particularly if the separation is extensive or the shoes may be covered under warranty.
Do Lake shoes contain PFAS or latex?
Lake shoes are PFAS-free and do not contain natural latex. Where foam materials are used, we use synthetic SBR and TPE foams rather than latex-based materials.
fit
How do I determine my shoe size?
In-depth instructions are available in our Lake Size Guide and our Find Your Fit tool.
Why is width important when choosing cycling shoes?
Lake offers multiple widths across many models because proper width is an important part of cycling shoe fit.
A shoe that is too narrow can compress the foot and create pressure or discomfort. A shoe that is too wide, loose, or long can allow excessive movement, which may contribute to friction, hot spots, or blisters.
Selecting the appropriate combination of length, width, and internal volume helps provide a secure and comfortable fit.
What is the stack height of Lake cycling shoes?
Stack height is measured at approximately the lowest point of the sole, where the pedal spindle crosses between the cleat mounting slots. Typical unloaded stack height is approximately 6.5 to 7.5 mm, depending on shoe size.
Stack height may change slightly when the shoe is worn as the footbed and internal materials compress under load.
When changing shoes, cleats, or pedal systems, we recommend checking your cleat position and bike fit. A qualified bike fitter can assist with any necessary adjustments.
What is hip-to-pedal reach, and why does it matter?
Hip-to-pedal reach is the effective distance from the pedal axle to the rider’s hip joint. It represents how far the leg extends while pedaling and is an important factor in determining effective saddle height.
While stack height is part of this relationship, it is not the only factor. Cleat position, shoe stack height, shoe width, shoe volume, insoles, orthotics, and pedal setup can all affect hip-to-pedal reach.
Because of this, changing shoes, insoles, cleat position, or pedal systems can make the saddle feel higher or lower even when the saddle itself has not moved. After making changes to any of these components, we recommend checking your cleat position and overall bike fit.
Why am I experiencing heel slip in my Lake shoes?
To ensure proper fit of your cycling shoes it is important to have your foot as far back into the heel of the shoes before engaging the closure system.
Having your foot firmly nested into the back heel of the shoe will help with correct cleat/pedal positioning and reduce or eliminate heel slip or foot movement.
For models with 2 BOA dials, engage the dial closest to your ankle first followed by the dial closest to your toes.
Why don't my new Lake shoes fit exactly like my older Lake shoes?
Several factors can affect how one Lake model fits compared with another, including the shoe last, upper pattern, upper material, construction, and the age and condition of the shoes being compared.
Older shoes also conform to the foot through use, so a well-worn pair may feel different from a new pair even when the nominal size is the same.
Lake uses different lasts and constructions across its product range. When moving between models or replacing an older model, we recommend checking the current model's size, width, and last information rather than assuming the fit will be identical.
Please read through our Size Guide, take our Size Quiz, and make sure to reach out to us with any questions.
Why don't measurements from my shoe or insole match Lake's size chart?
Lake's published sizing dimensions are based on measurements taken from the shoe last, which is the three dimensional form around which the shoe is constructed. They are not based on flat measurements of the finished shoe, outsole, or removable insole.
Published length measurements are based on the last's heel-to-toe stick length.
Width is determined using the dimensions of the last together with the internal volume provided by the upper. Because a foot is three-dimensional and extends beyond the flat bottom surface of the last, the removable insole and outsole will normally measure narrower than the published fitting width.
For this reason, measuring the insole, outsole, or finished shoe with a ruler will not produce the same dimensions shown in the Lake Size Guide.