Lemon Jelly Reviews 23

I've purchased 2 pairs of slides and loved them. However, I purchased a pair of sandals with a defective buckle; the post cracked off, making the sandal unusable. The company wouldn't simply send me another buckle since I bought them from a store. They told me to instead go to the store, which is impossible as it was a year ago on vacation. Also, a store isn't going to have spare buckles laying around, but the company surely should. Way to lose a customer over a small peice of plastic that likey costs you under $1. Poor quality control and short-sighted policies. Avoid.

My boots falling apart after less than a year of owning them - not the best quality at all, too tight even in a larger size and they didn't "break in" like other boots do. they're cute but i wish i invested in something better.

I placed an order for shoes in early September and it is now late November and I still have not received the shoes! I received no communication about why I had not received my order until I questioned where the order was. I received a response regarding tariffs and that they were working on it. Then nothing. I then sent another message to follow up and received a message that my shoes would ship, that was 3 weeks ago...still NO shoes. Buyer beware!!!

I recently ordered a pair of shoes from Lemon Jelly’s official website, and unfortunately, my experience was far from satisfactory.

While the shoes themselves are nice, the purchase process was misleading. At checkout, I paid €68.41 (including shipping), but shortly after, I received an unexpected invoice from FedEx/TNT for an additional CHF 25 in “import fees.” This extra cost represented almost 50% of the product’s value — something that was never clearly communicated at checkout.

When I contacted Lemon Jelly’s customer service, their responses were slow, generic, and dismissive. They repeatedly pointed to vague “terms and conditions” on their website instead of taking responsibility for the lack of transparency in their pricing and shipping information. Their final answer was essentially that the extra charges are not their problem, leaving me with no support and unnecessary costs.

For a brand that presents itself as ethical and customer-oriented, this was a major disappointment. For 25 CHF, they lost not just one loyal customer but also the trust of everyone I would have recommended them to.

I strongly recommend that potential buyers be cautious:

Expect hidden customs and handling fees if you live outside the EU.

Do not expect understanding or proactive support if an issue arises.

In short: great shoes, terrible customer experience and zero transparency.

I own a couple of different products from Lemon Jelly (boots, sandals and rain poncho) and I'm quite happy with all of them. I bought the boots and slides a few years ago and they're still in very good shape, even after wearing them so many times. The purchase process was easy and the delivery was super quick. The fact they're a Vegan brand is also a plus for me. If I ever need to replace them, this will be my go-to brand.

I bought a pair of sandals called Elise. Besides the colour, which I really love, they are very comfortable and perfect to pair with my summer outfits. Lemon Jelly is my favorite brand, and I truly enjoy their products.

- parcel sent to locker by dpd
- in the locker only 3 days are available for pick up. I went on the 4th day (early) - code doesn´t work. Call dpd - they say don't worry we will send you new codes. I've called 3 times to DPD about the new codes every person on the line said I should be receiving soon.
- Wednesday: I receive an automatic email saying I will receive the refund for the purchase.
I've called Lemon Jelly that points out :

- it's my fault because I didn't pick up within the 3 days (which is true)
- it's also DPD (parcel delivery) fault because they shouldn't have said they would send me new codes.

They didn´t offer any solution to my case. They apologized but with the caveat that it's actually not their fault. Also, there are currently 3 stores in Lisbon (the capital city of the place where Lemon Jelly is from) that sell these shoes. All of them have 3, 4 colors at most - meaning I couldn't get the shoes physically even if I wanted. I'm getting a refund, not ever buying these shoes and also buying the shoes from their direct competitor.

Honestly, would though that a portuguese company would care about their Portuguese clients. They don't.

As the title says, the boots are advertised as waterproof but they let water in from the point where the colored part meets the black sole . Not too much that you will feel it right away but they do. I emailed them about it (with pictures of my wet gray shocks in places where its impossible for it to be sweat, like the sides!) and they told me to contact the physical collaborating store where I bought them from. I told them it´s a manufacturing problem so it is their responsibility to offer me a solution, they insisted that its not. For this price point this unacceptable, as is their lack of willingness to do anything about it. Anyway, if you read this and you are looking for rainboots, get something else that doesn't let water in.

My order is indicated as delivered but I received nothing and impossible to reach the Customer Service (tried by email, phone, What's App, Instagram and Messenger and NO response). I think it's a scam.

I was very excited to wear the boots but two problems appeared. The leases even when done as tight as possible, still has so much space. After jamming my pants in, I could manage but the biggest issue is not that. The shoe mold is just bad. I have a narrow foot but the boots are too narrow at the arch (5cm). Not sure whose feet would fit in these, seems impossible. Even after consulting with them, I didn't get much help and suggestions were just not reassuring. After 15min of walking in them, I wanted to cry how badly my arch was hurting. Just sad.

The boots (NAJA 01) are cute, but on the second day of use, a puller broke. I think at this price point shoes should be more durable (149€). Plus, the zippers keep on unzipping while walking which is super annoying.

I loved my Lemonjelly's but only wore them 2x and the buckles broke. They were very flimsy. I emailed the company and they did not respond. what a shame. They were relatively expensive.

They are cheap they break that's fine u wear them for a season. But the return policy?! 1) the website makes it so gard I had to email directly. Twice.
2) they charge a 10 dollar processing fee?! And 3) wait for it, it cost $25 to ship to Canada which they don't cover of course. Total scam!!

I have a pair of lemon jelly sandals and a small piece of one buckle broke while adjusting it. I sent Lemon Jelly a note and pictures of the small piece broken on August 16/23, Jeny, at customer service was more than helpful! Within 2 days I was notified that they will be sending me a replacement in the mail. I had gone away for 12 days, and upon returning, not only one buckle but two!
Thanks Jeny for all your support it was greatly appreciated!

Karen

I purchased 7 different pairs of lemon jelly sandals
Two of them with buckles keep braking
The plastic buckles brakes easily and I can’t wear them anymore
I sent few emails asking and to ship me buckles replacement
Jeny Correa from Canadian customer service keep ignoring my emails and I can not wear my sandals at all.
I’m very dissatisfied with Canadian customer service
I purchased my last sandals without
Buckles to avoid them braking and returned them to exchange size and color , new sandals came correct size but same color .
I think this company does not appreciate loyal customers snd providing very poor unprofessional customer service
I should make a video with my broken sandals and post at Facebook , instagram and tick-tock so people will know the quality and what kind of customer service they will receive
Lana
Very disappointed customer

Shoes sold by Lemon Jelly website defective yet charged full price. Jeny Correa from customer service offered for me to return the shoes and re-buy them for a small discount. Since I do not have a printer and would have to go out of my way to have the return label printed and then out of my way to ship it back I requested her to simply give me 15 percent of the defective items. This would change nothing for Lemon Jelly to give me the same discount being offered and instead to apply it on the defective shoes since they are offering 15 percent off anyways. Jenny from customer service refused. My advise is to shop for other Jelly shoes and other brands who do not ship out defective shoes and if they do then they go out of their way to make it right. I do not recommend Lemon Jelly. Their shoes are made cheap and will not last. For shoes that cost over 100$ you can find better quality shoes and much better customer service.

My pair of daily boots finally and unsalvageably fell apart after 7 years, so I've been looking for a durable, sustainably-made pair of daily boots. I came across Lemon Jelly, fell in love and ordered UK size 4.5 of black netty chelsea rain boots (they looked like they'd do well to protect my feet in the lab!). Absolutely LOVED the look, quality, the brand and their strong ethics (and they really do smell of lemon!), I really really wanted to love them. But they're just too pointed, it tapers off immediately past the little toe 'knuckle' with no room even to wear in, and I'm usually a size 4 so had already ordered a bit large. Took them back (bought them via OFFICE online only - this was a super smooth process and OFFICE were really helpful, even refunded the shipping), tried ordering the 5.5 (next size up, oddly) and these were just about wide enough but too long and kicked up at the back, would've caused blisters and looked faintly clown-y on my small legs. I'm not especially wide-footed, at least for an Anglo-French person, and my toes are comically tiny so I'm not sure who they'll fit :( I took another look at their other boots as I really wanted to support these folks, but sadly a lot of them seem to have the same long 'n' pointy toe design. I really hope they take another look at ergonomics for future designs as sustainable shoes need to be sustainable for the person as well as the planet.

Narrow, painful & weak customer experience

When I first looked at the products I really loved them and I was also convinced by the mission, but there are a couple of problems here that I want to mention, hopefully as a helpful warning to someone else.

First off, I am based in Germany, and I ordered twice from their shop in Portugal. Below is my experience with both shoes.

I ordered the first pair in size 37 and that was extremely narrow for my feet (the size chart didn't help), so I had to return them. Paid 20EUR for the return. I guess the lesson here is, if you are not living in Portugal, don't risk buying them at all if you don't want to pay extra for the return, or use the local shops that offer their shoes.

The second pair I ordered directly afterwards was in size 38, and it was a better fit. But, still narrow and it really hurt my feet. Now my mistake was that I kept wearing them, but I already paid 20 EUR to return one pair, so I had no other choice but to keep wearing them until they really really hurt me causing several bunions in my feet. The lesson to me here is simply don't buy Lemon Jelly shoes anymore.

Second off, I don't appreciate it that they do not allow reviews on their website. Or at least I wish they give better information to the customers about the size and the return directly in every product rather than have people looking for extra information everywhere else.

To wrap it up, think wisely before buying the Lemon Jelly shoes. Just because their products are vegan, it doesn't mean that that justifies the rest.

I loved the look of the slides on their website and that they were both vegan and seemed ethical. Unfortunately I didnt receive my order despite contacting customer services and subsequently providing the courier with additional information. Customer services at lemon jelly were helpful, but when i chased (6 weeks after ordering) I was informed that the sandals were back in their warehouse, they had been returned by the courier but I wonder that if I had not made contact, perhaps they would have just sat there? Apparently I will now get a refund, we shall see. So disappointed as i thought the shoes looked great and hoped i had found a great new company to order from. I guess not. Well not delivery to France anyway. I give two stars because the customer services did respond, but I will see if I get my money back. Overall its been rather stressful (chasing up here and there and eventually not receiving anything at all - surely that should trigger an email to me to let me know or an instant refund? You have my money and your goods? how is that commerce?) but they did respond to my emails so that was at least something.