I bought the wrong size for my wife for Christmas, needed to exchange for a different size. I emailed customer service on around Christmas and got crickets. Emailed again a week later assuming they were busy with holidays. Finally got an email asking for pictures of boots (I can understand this, no issue here), and a week later got a FedEx label. Customer rep implied I would get new boots sent out as soon as Fedex tendered the package, turns out this is not the case and they said they are taking 3-5 days to process my return, yet I asked for an exchange. So now the boots my wife wanted for Christmas are sold out. So frustrating, the lag between their emails is just nuts. If you buy right the first time, Lane Boots is fine. If you need anything to do with their lethargic and unhelpful customer service, go somewhere else. Tanja and Dylan, I'm looking at you.