Frequently Asked Questions

Customer Service

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

Our current response time is typically 1 business day from your time of inquiry.

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.

Store Locator

Distributors

We process and ship orders Monday-Friday, most orders ship within 2-3 business days. Please note, we don't process orders after 3:00pm CST on Fridays. This allows our employees to get out and enjoy their weekends. Because of this, all orders placed Friday through Sunday will be processed on Monday or Tuesday.

*We always aim to ship your order from the nearest warehouse to your location, on occasion we have to ship from an overseas warehouse. Due to the ongoing global logistics challenge, these shipments can take longer than expected to be delivered. Thank you for your understanding and patience.

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.

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.

Please review our Warranty Policy for more information.

We offer a crash replacement program, for more information please review our Warranty Policy

Product

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.

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.

Keeping your shoes clean is essential for making your shoes 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.

While our microfiber/synthetic models require less intensive maintenance to the uppers than our leather models, we recommend cleaning your shoes on a regular basis. This will give longevity to the other components of the shoes, such as the adhesives for sole bonding as well as the BOA dials and laces.


In general, warm water and potentially a mild detergent is enough to clean away dirt/mud from the upper surface. Wipe away all debris then wipe dry. For some extra care you can use the lotion from our Leather Care Kit as it is formulated to protect coated microfiber. You would want to apply a little of the lotion as a finishing protective barrier after cleaning.

To avoid upper damage or sole separation, drying your shoes
the correct way will ensure that they do not become damaged. Remove the insoles, and allow them to air dry at room temperature. Stuff your shoes all the way up to the toes with an absorbent material like paper towels or newspaper. Allow the shoes to dry at room temperature and away from any heat source for 24 hours or until completely dry. Do not use shoe heaters, place the shoes next to heat sources, inside dryers or leave out in direct sunlight to dry out. This will damage the upper as well as the adhesives used to keep the shoes bonded together.

We do not make any shoes with claims to be “waterproof." We do offer several models that are highly water resistant and some that are constructed with waterproof membranes, seam tape and booties, however we do not claim they are waterproof for the following reasons:

-The top opening will not make a perfect seal around your ankle or leg

-The membrane is designed to cover up to the bottom 2/3 of the shoe. Stepping in water that is above the lower 2/3 portion will allow water to enter. Standing in water will also wash away the coating, allowing the upper material to absorb water.

-The upper materials come from our factory with DWR (Durable water resistant) coating that keeps water from being absorbed and migrating into the shoes. However, this coating does wear away over time, especially if the shoes are used in wet conditions. Eventually the DWR will need to reapplied. There are many third party brands who make replacement waterproofing coating sprays that can be found in outdoor or large retail box stores.

The BOA® Fit System is designed to be easily replaced if it is damaged. BOA® backs their system with a Lifetime Warranty and will supply you with all the required parts to repair the dials, laces, and guides. Contact BOA® directly by visiting their website and clicking the support tab to get started.


BOA Fit System

Shoe sole delamination is a common problem for rubber sole shoes and specifically hard on MTB shoes. A few things can be done so that the soles stay in place:

-Proper cleat installation will reduce the torque and fatigue to the bond between the rubber sole and the pedal. Follow our MTB cleat installation instructions so that the shoe can engage the pedal without excessive pressure, torque or twisting on the rubber.

-Keep your shoes clean after they become dirty or covered in mud. Mud and dirt have abrasive properties that will cause the glue to break down and weaken the bond. After cleaning away mud and dirt, apply a thin line of superglue gel along the rubber sole edge to seal the edge bond.

If your sole has already started to separate, do not continue riding until the sole has been glued back together. Most minor sole separation can be repaired at home by cleaning away any dirt from both the rubber and the hardsole with rubbing alcohol, and re-attaching the sole with any shoe glue or silicone-based adhesive. After applying glue to both sides, use masking tape to hold the two parts together and allow 24hrs to cure.

Small separation between the upper and the hardsole may occur and is not a reason to be alarmed. To keep the cosmetic appearance the upper surface is unbuffed about 1-2mm below the sole before the remaining 15-20mm of buffed upper material is bonded directly to the sole. Any separation beyond 1-2mm should be repaired right away.

Fit

We have in-depth instructions on our sizing guide to walk you through the steps of finding your size. Please visit Lake Size Guide

We offer multiple widths for most models. Identifying the correct width will ensure that you have a comfortable and efficient riding experience. Shoes that are too narrow will constrict your foot, potentially causing pain, deformation or damage such as bunions. Shoes that are too big, too loose or too long will allow your foot to move around, potentially causing blisters and hot spots from friction.

Please note: Wide and Extra Wide widths are indicated by X or XX.

If you take flat measurements of the insole, the outsole or the shoe itself, it will not give you the correct width or length
fitting measurements.

The lengths we publish on our size chart are Stick length measurements from the shoe last, which is the measurement from the heel to the toe of the shoe.

The widths we publish on our size chart are a combination of the Stick width measurement of the shoe last bottom at its widest point and the total internal volume the shoe offers. The internal volume is the measurement of the material the upper of the shoe will accommodate. This is not a flat measurement of the carbon fiber outsole or the foam insole.

The insole is based on the shoe last bottom gauge. This measurement will be narrower than the listed width on our size chart. This is because the rider’s foot will have overhang above the bottom of the shoe last. That overhang is what is measured and listed for the width. This is a three-dimensional measurement, and it is how we determine the regular, wide, and extra wide width for each model of shoe we offer.

Stack Height depends on the model, but typically the stack height at the center where the spindle would be is about 6.5-7.5mm unloaded. That will change when a foot is in the shoe and the middle board is compressed.

We recommend working directly with a bike fitter when setting up any new pair of cycling shoes. A bike fitter will be able to assist you with cleat alignment as well as setting the saddle height and position to address any stack height concerns. Working with a fitter will allow you to optimize your performance and get the best return with your new 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.

There are several factors that can affect shoe fit. These include the Shoe Last, the pattern design used in the construction of the upper, the material the upper is made with, and changes to the foot shape of the rider. As older shoes break in, they tend to take on your foot shape, giving them a comfortable fit and feel. When trying on new shoes it will take some time to break them in and the rider may not find them to be as comfortable out of the box as their well-worn Lakes.