I am updating this review because after getting in contact with LBL customer service they have sorted out the problem and I’m happy to report that my boots arrived today and I love them. I was even... See more
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Review summary
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Lovely products, just a couple of observations. I was sent a size 40 in a 39 box, so I had to send it back. The customer service team were very helpful.. however one of the flip flops had a sharp edge... See more
Love my sandals! Very high quality and well made, beautiful bead work. Comfortable after they are worn a few times. The only issue is that I wish they had half sized because I had to size up to a seve... See more
Great customer service, super fast shipping and the boots are just what I wanted; comfortable, warm, well made and look great. Thank you!
Company details
Written by the company
Born in 2002 at London's iconic Portobello Market, laidback london embraces the beauty of handmade products crafted on the Kenyan coast. Committed to durability and sustainability, laidback london supports local communities and offers products that truly last. Each piece in the collection is unique, embodying timeless design and valuing natural materials that only get better with age.
Contact info
Unit 401 Metro Line House, 112 118 College Road, Harrow, HA1 1BQ, London, United Kingdom
- 020 79934703
- help@laidbacklondon.com
- laidbacklondon.com
4.1
Great
943 reviews
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Replied to 95% of negative reviews
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Try them you won't be disappointed
Wasn't too sure due to some reviews especially about socks falling down 😂.
But I thought I'd give them a go and I'm glad I did. Do the socks fall down? yes initially they do but if you persevere in time they don't. They are stylish and different without compromising on comfort. They are by far the most comfortable boots I have ever owned. I now have 2 pairs and about to get a third 😁. I would highly recommend them. Give them a go they're great and very warm. Oh and I returned one pair and had no problem with customer service.
8 December 2025
Unprompted review
Beautiful Boots & A+ Customer Service
In addition to the beautiful, warm, functional boots from LBL, their customer service is top notch. I had used the wrong shipping address in Shopify and noticed just as my order went through. LBL was super helpful and responsive in getting this worked out with FedEx and I received my order with minimal delay. Thank you!
15 January 2026
Unprompted review
Still awaiting a reply from 2 emails…
Still awaiting a reply from 2 emails requesting confirmation of my return that was received by them over 2 weeks ago
15 January 2026
Unprompted review
Reply from laidback london
Hi Vanessa, thank you for flagging this. I’ve requested the order information so we can follow up and resolve this for you as soon as possible. Could you please confirm that you’ve been using the email address associated with your order when contacting us? We appreciate your patience and will make sure this is sorted promptly.
Refund not received
I returned a pair of boots on 8th December, the return was then acknowledged on 10th December. Despite sending numerous emails to the customer service department I have still not received a refund. I have also tried calling the helpline (12 times in total) but no one has answered.
5 January 2026
Unprompted review
Reply from laidback london
Hi, I’m really sorry to hear about this and completely understand your frustration. I have requested the order number from you to follow up directly with our team to make sure your refund is processed as quickly as possible.
Thank you so much for your patience — we really appreciate it.
kundenservice/umtausch: sehr enttäuschend!
I ordered shoes that didn’t fit and contacted customer service immediately to arrange a return. I received no response for over a week, and despite sending multiple follow-up emails, I was completely ignored. By the time I was able to act again, the return window had expired.
Based on my experience and similar reports from other customers, returns and customer support seem to be a serious ongoing issue. Very disappointing.
1 January 2026
Unprompted review
Reply from laidback london
Hi, we’re very sorry to hear about your experience and completely understand your frustration. We truly appreciate you letting us know.
We have an extended return policy in January, so we can absolutely help get this resolved. Our customer service team always strives to assist with returns and exchanges, and we make sure measurements are clearly listed on the product pages to help find the right size.
I’ve requested your order number so we can follow up and assist you directly. In the meantime, please reach out to help@laidbacklondon.com, and we’ll do our best to get this resolved.
Not worth the high price & frustrating to wear
Have coveted a pair of these for a few years & decided to treat myself for winter. Was v excited about their arrival.
However, initial joy of putting them on rapidly wore off as EVERY pair of socks I put on with them get swallowed down to my soles within 10mins of moving in them - this completely detracts from any comfort they provide. It's clearly an issue with the style or lining or something as I have tried from thin to thick & they all do the same & have read other people saying same thing. LL's answer to the problem seems to be wear thick socks (this does not solve the problem at all), or wear no socks (this is weird & impractical as they are a winter boot).
They are now an expensive frustration that I look at but dont want to put on.
Also, the stitching, though a lovely feature, starts to fluff/fray from the very first wear, so I'm v dubious about how long it will last intact.
Gutted & don't recommend for this reason.
10 November 2025
Unprompted review
Reply from laidback london
Hi there, thank you for sharing this — we’re really sorry to hear the boots haven’t been working out as expected. What you’re describing definitely isn’t the experience we want for you.
Sock-slipping can sometimes happen when the boots are brand new, as the lining is still smooth, but it should ease as they soften and grip better with wear. However, we’d really like to take a closer look at your pair to understand what’s going on and see what we can do to help.
Could you please send us your order number and a couple of photos via email? We’ll review it with the team right away.
The boots are beautiful but the sizing…
The boots are beautiful but the sizing is off. They are tight in the toes and slip at the heel. And it will cost $40 to return them. Wishing I had thought through that purchase a bit more. Now stuck with a pricey shoe that doesn’t fit.
3 November 2025
Reply from laidback london
Hi there, we’re sorry to hear the fit wasn’t quite right for you. Our boots do feel snug in the toes at first, and the leather softens with wear, but heel slip shouldn’t be uncomfortable.
Please reach out to our customer service team at help@laidbacklondon.com
— they’ll be happy to help you with this.
Don’t Spend Your Hard Earned Cash Here
I wore my boots one time and the stitching was all fluffy by the time I took them off and looked so worn and rubbish. I never spend this much on shoes and so when this happened I was so disappointed.
Wrote a nicely worded email with photos saying I wanted to send them back but received no response, I’ve also commented on their Instagram to try and get their attention and the comments have been deleted and I’ve still been ignored.
I work hard for my money and I make sure I spend it with independent companies like this, and to be so callously ignored is such a slap in the face.
I’m done.
My order number is #104440. I tried to email and followed nap several times which is why I tried social media to no avail
27 November 2025
Unprompted review
Reply from laidback london
Hi there, we’re really sorry to hear this. We’ve asked for your order number so our customer service team can locate your email — they’re the ones who handle all order-related queries and have full access to that information.
They don’t operate through social media, which is why we’re trying to direct your case to the right place so it can be resolved properly.
Please share your order number when you can, and we’ll make sure someone gets back to you.
The most comfortable shoes I ever had.
The most comfortable shoes I ever had.
And very soon delivery.
FedEx works really good.
I tell everybody to choose Laidback London.
3 November 2025
Great Customer Service❣️
Not only is this a great quality boot but when I was ordering, I accidentally gave the wrong address. I freaked because I need them in one week! I reached out two hours after I placed my order and they quickly rectified the situation, put in the correct address and assured me there would be no problems! To say the least, I was thrilled with their customer service!
1 December 2025
Unprompted review
Can't take them off
Super comfy, soft, warm, stylish, I love my Setsu boots and will order a new pair asap
27 December 2024
I love love my new boots Setsu 3.0…
I love love my new boots Setsu 3.0 Paisley ankle boot in buttermilk leather, the colour style and overall look of the boot is stunning, they are so an eye catcher, comfort is important and they are so soft and kind to the feet, height is just perfect, value for money, packaged very well with a free bag, arrived on time, fast speedy delivery, saving up for another pair
20 October 2025
Unprompted review
Belle qualité et tellement confortable
Belle qualité et tellement confortable. Attention chausse un peu grand
5 February 2025
Excellent customer service
Excellent customer service.I recieved a brand new pair of replacement boots after an issue with one boot hurting my foot,very unusual as these boots are always so comfortable,I didn't even have to return the original pair,I couldn't be happier with this resolution.
7 October 2025
Unprompted review
First class customer service
First class customer service. I had an issue with my address customer service dealt with it. They were polite and helpful.
Looking forward to receiving my new boots just in time for winter.
11 October 2025
Unprompted review
we ordered a pair of slippers
we ordered a pair of slippers, there was an issue with the lining but Laidback replaced very quickly. Great shoes.
11 October 2025
Unprompted review
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