Questions? We have answers.
Please call, chat, or email us here with any additional inquiries.
What forms of payment do you accept?
We accept credit cards, Apple Pay, Google Pay, Amazon Pay, Meta Pay, and cash (in stores only). Domestic clients may also pay in four bi-weekly installments using Shop Pay.
Is it safe to use my credit card on Koio’s website?
Yes! Koio’s checkout is powered by Shopify, which is certified Level 1 PCI DSS compliant. This compliance covers all six PCI standard categories: maintaining a secure network, protecting cardholder data, maintaining a vulnerability management program, implementing strong access control measures, regularly monitoring and testing networks, and maintaining an information security policy.
When will I be charged?
You will be charged as soon as your order is processed, which can take up to one hour.
What is Shop Pay?
Shop Pay allows you to pay for your order in manageable installments. The installment plan is interest-free and split into four equal payments that are charged to your card every two weeks.
Can I use a Visa gift card?
Can I change my order?
Can I change my shipping address?
Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account will make checking out easier in the future, as we will securely save your name, address, and the last four digits of your credit card number for you. Plus, we’ll keep you updated on product launches if you create an account! Click here to create an account.
The product I want is out of stock in my size. Will it be restocked?
Seasonal colorways, collaboration products, and products in our Last Call collections will not be restocked. All other items are considered core products, and most of them will be restocked. To add yourself to the waitlist, email firstname.lastname@example.org, message us through our live chat, or call us at (929) 205-2826.
How do I add myself to the waitlist for a sold-out style?
To get on the waitlist for a product restock, email email@example.com, message us through our live chat, or call us at (929) 205-2826. Include your name, shoe size, and the name of the style and color you’re interested in. We will get back to you within 24 hours to confirm that you’ve been added to the waitlist.
How do I know you received my order?
You will receive an order confirmation email from firstname.lastname@example.org immediately after placing your order.
Can I pre-order new styles and colors before they launch?
When will my order ship?
Orders placed before 1:00 PM ET Monday through Friday usually ship the same day. Orders placed after 1:00PM ET Monday through Friday will ship the following business day.
All orders placed on weekends will ship the following business day.
Deliveries may be delayed by a couple of days as our couriers are currently experiencing high volumes of shipments.
What shipping methods do you offer?
We currently offer two different shipping methods for domestic orders:
Standard Shipping: 3-5 business days (Free)*
Express Shipping: 2-3 business days for orders placed before 1:00 PM ET ($20)**
*Standard shipping to Hawaii, Alaska or Puerto Rico may take an additional two weeks.
**Rate applies to one pair of shoes and therefore may vary depending on the weight of your order. If you have questions, please email email@example.com, message us through our live chat, or call us at (929) 205-2826.
Where do Koio orders ship from?
Most orders are shipped from our warehouse in Dayton, New Jersey. Occasionally we ship from our stores in New York City and Los Angeles.
Can I track my order?
Yes, you will receive a shipment confirmation email as soon as your order ships. The shipment confirmation email will include a tracking number. Please allow 24-48 hours before tracking your order.
Do you ship internationally?
Yes, we do offer international shipping! International shipping times vary depending on your location.
For international orders, we’ll calculate and apply applicable taxes and duties for you at checkout. They’ll be added to your total shipping cost.
Just a few things to note: Shipping costs, taxes, and duties applied at checkout are not refundable. Some banks charge foreign transaction fees, which Koio does not assume responsibility for.
For information about international returns, scroll to the Exchanges & Returns section.
Will I be charged taxes and duties?
Sales tax will be applied in states where we have a storefront.
For international orders, we’ll calculate and apply all applicable taxes and duties for you at checkout. They’ll be added to your total shipping cost.
Just a few things to note about international orders: Taxes and duties applied at checkout are not refundable. Some banks charge foreign transaction fees, which Koio does not assume responsibility for.
Route Package Protection
What is Route 1-Click Protect + Green package protection?
Route 1-Click Protect + Green is a package insurance service. It protects your packages from damage, loss, and theft, so you can enjoy peace of mind while waiting for your order to arrive. Route 1-Click Protect + Green is also certified carbon-neutral.
I paid for Route 1-Click Protect + Green, but my package never arrived/was damaged upon arrival. What should I do?
If your package never arrives or if it’s damaged upon arrival, you can easily file a claim with Route at claims.route.com and receive a replacement or full reimbursement in turn.
Do I need to download an app to use Route 1-Click Protect + Green?
You don’t need an app to take advantage of Route’s 1-Click Protect + Green protection services. If you need to file a claim with Route, you can do so online at claims.route.com, or through the iOS or Android apps if you choose to download the app.
Why was I charged for Route 1-Click Protect + Green package protection?
Route 1-Click Protect + Green package protection is automatically applied to all orders unless you choose to opt out at checkout. If you accidentally opted in and would like to remove Route protection from your order, contact us at firstname.lastname@example.org or (929) 205-2826, and we'll remove it from your order. , and we'll remove it from your order.
NOTE: If you opt out of Route 1-Click Protect + Green package protection, Koio is not responsible for any damaged, lost or stolen packages.
Exchanges & Returns
What is your return policy?
Most items purchased between November 4 and November 30 will be eligible for exchange until January 14, 2023. Returns for full refunds will not be permitted. The following items are final sale and may not be returned or exchanged: care accessories, Koio sweatshirts, Last Call items listed for $125 and $95, and Koio Vintage products.
Can I return my online order at my local Koio store?
Yes, orders placed online can be returned at your local Koio store. To find a store near you, click here.
How can I make an exchange?
To start an exchange*, navigate to our Returns Center, then enter your order number and email address or zip code. Follow the steps on your screen to exchange for a different size, color, or style.
*These instructions apply only to domestic exchanges. Please scroll down on this page to view international exchange instructions.
When will my exchange ship?
Exchanges will be shipped out immediately!*
*Applies only to domestic exchanges. Please scroll down on this page to view international exchange instructions.
Do you accept international exchanges and returns?
Yes, we do accept international exchanges and returns.
If you receive your Koios and decide that you would like to return or exchange them, you can send the order back to us. A few things to note: Koio is not responsible for return-shipping costs. Once your return is received and inspected at our warehouse, you’ll receive a refund. While waiting for your return to arrive at our warehouse, you may place a new order for the product you’d like.
If you have any questions, please email email@example.com, message us through our live chat, or call us at (929) 205-2826.
What if I want to exchange or return my order after the 14-day window has ended?
When will I be refunded?
After your return arrives at our warehouse, please allow three to five business days for our warehouse team to process it. Once your return is processed, your refund will be released to your original payment method and we will send you an email confirming the refund.
Refunds will usually appear on your bank statement within 24 hours, but it can take five to 10 business days depending on your payment provider’s standard processing time.
If you returned your item(s) for store credit, you were emailed an instant voucher immediately after creating the return. This instant voucher allows you to shop right away, and it’s valid until your return is processed at our warehouse. After your return is processed at our warehouse, we will email you a gift card to replace the instant voucher. The gift card will not expire.
How do I care for my Koios?
Koios are made from the finest eco-luxe Italian leathers, suedes, and nubucks, all of which require a different kind of care. Caring for your Koios will extend their lifecycle so you can wear them for years to come! Check out our Care Guide to find out how to care for yours.
Do you sell vegan shoes?
We do not offer any vegan shoes at this time.
Where are Koios made?
Koios are handcrafted in Italy from start to finish. To learn more about our craftsmanship and production processes, click here.
Why did you stop using Margom soles?
The Capri 1.0 was made with rubber soles from Margom. While working with Margom, we learned that the company’s materials and processes are really dated. First and foremost, they use fossil fuel-derived synthetic rubbers—we urged them to use natural or recycled rubbers, but they wouldn’t even engage in the conversation (probably because they want to minimize input costs).
Frustrated with Margom’s refusal to change for the sake of the planet, we found a more modern and innovative sole manufacturer, which is also located in Italy. For the Capri 2.0, we worked closely with this new manufacturer to develop a custom Capri sole. Not only is it made with responsibly sourced natural rubber and recycled rubber, but it’s also more comfortable and durable than Margom’s. All in all, the new Capri sole is better than ever.
Are Koios waterproof?
Koios are water-resistant, but they’re not waterproof. This means they’ll resist water but only to a certain degree. Visit our Care Guide to learn how to prevent water damage.
How do I know which size is right for me?
To determine your perfect size, visit the product page for the style you’re interested in and click the Size Finder.
Do you offer custom sizes?
We generally do not offer custom sizes. That said, many of our shoes are available in extended sizes such as 14 and 15. Our bestselling Capri sneaker is available in a wide fit, too. If you have any additional questions, please email firstname.lastname@example.org, message us through our live chat, or call us at (929) 205-2826.
Are Koios recyclable?
Koios are built to endure frequent wear for years, but eventually they’ll arrive at the end of their lifecycle. We developed Koio Recycling to ensure the environmental impact of your shoes remains low even after they’ve reached this point. To recycle your Koios, just follow these three simple steps:
1. Email us at email@example.com when you feel your Koios have reached the end of their lifecycle.
2. Using the pre-paid shipping label we send you, pack up your Koios and send them back to us—we’ll deconstruct them and send both recyclable and non-recyclable components to the proper facilities.
3. Receive a reward of $50 toward your next pair of Koios, so you can enjoy several more years of style and comfort.
Try Before You Buy
How does Try Before You Buy work?
Try Before You Buy allows you to try on up to three pairs in the comfort of your own home, then only pay for what you keep. Here’s how it works:
1. Add up to three pairs of Koios to your cart.
2. Go to checkout. During checkout, you will not be charged full price—instead, we’ll place an authorization hold on your card, but won’t charge you anything. We’ll ship your order to you for free.
3. Try them on at home. You have seven days to try on your Koios at home, so there’s no rush to decide which pair(s) you’re going to keep.
4. Send back anything you don't want. You only pay for what you keep.
When does the try-on period start?
The try-on period begins as soon as your package is delivered. You will receive an email and text message with details on how to return any unwanted products.
How long is the try-on period?
The try-on period is seven days. You must return any unwanted items by the seventh day in order for pending charges to be voided. Learn more here.
How do I return a Try Before You Buy item?
To return items from your Try Before You Buy order, visit our Returns Center to create a return.
Do you offer gift-wrapping services?
At this time, we do not offer gift-boxing or wrapping.
Do you offer gift cards?
Yes, we do offer gift cards! You can purchase a gift card here.
How can I redeem my gift card?
You can redeem your gift card online by entering your unique gift card code into at the right side of the checkout page where it reads: “Gift Card or Promo Code.” To redeem your gift card in a Koio store, present the digital gift card to the store associate at checkout.
Do you provide gift receipts?
At this time we do not offer gift receipts. That said, if you gift someone a pair of Koios, they can still return or exchange them.* They’ll need your email address, order number, shipping zip code, and name in order to return or exchange their order.
*Applies only to domestic exchanges.
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free for 7 days. Only pay for what you keep.
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