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 email@example.com, 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 firstname.lastname@example.org, 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 email@example.com immediately after placing your order.
Can I pre-order new styles and colors before they launch?
Can I pre-order styles that have sold out?
How do I pre-order an item?
When will my pre-order arrive?
Can I exchange or return a pre-order?
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 firstname.lastname@example.org, 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 and Carbon Neutral Package Protection?
Route's Carbon Neutral Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Carbon Neutral Package Protection can be added during checkout.
Every time you add Carbon Neutral Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Carbon Neutral Package Protection and looking to file a shipping issue online? File here
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Carbon Neutral Package Protection" at checkout. "Carbon Neutral Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. Adding Carbon Neutral Package Protection to your cart automatically takes instant climate action – no donation required.
How does Carbon Neutral Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to remove carbon from the air naturally. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
•Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
•Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost)
•For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
•For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
•Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Carbon Neutral Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us, and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here.
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Exchanges & Returns
What is your return policy?
We accept returns of most unused and unworn product within 14 days of shipment. All products must be returned with their original packaging, with accessories and dust bags to be eligible for a full refund.
Collaboration products or products purchased during promotions and sales are only eligible for exchange or store credit.
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 items for store credit, this would be emailed to you in the form of a gift card upon the item being delivered back to our warehouse. 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.
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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