Customer Support

Contact us anytime: hello@koiocollective.com

Call us Monday-Friday, 10am to 7pm EST:
646 664 1477

Product Availability

If your selection is out of stock, let us know what you’d like through the Notify Me page. As soon as we receive it back in stock, we will let you know so you can place your order. For special releases, we will offer a pre-order option or add you to a waitlist.

Size/Fit

Before you select a size, make sure to check out our size guide through the following link: Size Guide.

If your Koios don’t feel like the perfect fit, get in touch with us as soon as you can. We’ve got plenty of tips and tricks, like ways to re-tie your laces, in order to make your Koios more comfortable. We are always happy to exchange your Koios for a different size too in case you need a little extra “leg room.” Email us at hello@koio.co.

Shipping

  • Domestic: We offer free standard shipping and returns in the US.
  • Standard Shipping (3-7 business days) - Free
  • Expedited Shipping (2-3 business days) - $20
  • Pick Up in showroom (24 hours, weekdays only) - Free
  • International: Costs vary per country. If you do not see your country listed at checkout, get in touch with us at hello@koio.co to receive additional shipping options and get shipping rates.

Returns

We want you to love your new Koios as much as we do! If you aren’t happy with your order for any reason, we want to make it right. Here’s how we can help:

If for any reason you are unhappy with your order, you may return it to us for a full refund or exchange within 14 days from the receipt of original order. Koio Collective will accept back items that are in new condition, unworn, unwashed, unaltered and free of damages by the customer. Items must be returned with all tags still attached and must be in their original packaging such as shoe boxes and shoe bags. Items cannot be returned or exchanged after 14 days from the receipt of original order.

Domestic Returns

We offer FREE ground shipping for all returns and exchanges in the US (with the exception of Hawaii and Alaska).

Please contact us at hello@koio.co if you need to return or exchange an item. We'll send you a shipping label right away! If you’d like to return your shoes to our New York showroom, just send us an email and we will schedule a time for you to stop by.

International Returns

Return shipping from outside the US (or from Hawaii and Alaska) must be covered by the customer. Please get in touch with us at hello@koio.co for information on the return shipping address and what to include in the package.

International orders can also be returned to our New York showroom within 14 days of receiving the order if you or a friend are in the area and wish to return it directly.

Refunds

Once we receive your package, we will process your return within 2-3 business days.

Refunds will be made in the form of the original payment where the same credit card used for purchase will be credited with a refund. While we process returns within 3 business days from the day we received the items, card refunds may take up to ten business days for your bank to complete, depending on their processing time.

If you return an item from outside the US, Koio Collective will refund the original amount paid minus the original shipping cost. The full amount will be returned if the order is in excellent condition (as described above) and if the customer paid for return shipping.

Exchanges

If you wish to exchange your order, just let us know what pair you’d like instead when you reach out to hello@koio.co. We will send out the new pair as soon as we’ve received your original pair. If the new purchase is greater than the original, we will need you to give us a call to provide payment for the difference. If the new pair is less than the original, we will refund the difference.

International exchanges must cover the cost of the return shipping of the original pair as well is the shipping costs for the new pair

 

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