Orders

Can I change my order?

We are only able to make changes to your order before they are processed. Orders are usually processed within one hour of the order being placed. If you need to make a change to your order please email us at hello@koio.co or give us a call at: (347) 961-9977.

Can I change my shipping address?

We are able to change your shipping address before the order is processed. Orders are processed within one hour of the order being placed. If you need to change the shipping address please email us at hello@koio.co or give us a call at: (347) 961-9977.

Do I need an account to place an order?

No, it is possible to place an order as a guest through our checkout process. However, creating an account will make checking out much easier in the future as we will securely save all of your information. At all times your account information will remain private. Creating an account will not only make checking out easier, but you will also stay in the know about all product releases and collabs so you never miss out on Koio events or product releases.

You can create an account here

Will an item be restocked?

All of our essentials will be restocked once a month. Make sure to add yourself to the waitlist for your favorite pair if it is out of stock. Men’s essentials can be found here and women’s essentials can be found here. Note that all seasonal colorways and collaborations are of limited quantity and will not be restocked.

How do I pre-order?

We do not accept pre-orders on products at this time. You can sign up for our newsletter to be informed when new products are released.

How can I add myself to the waitlist for a shoe that is currently sold out?

You can sign up to be notified through email when the product is back in stock. To do that, click on the respective product that you would like to be notified about; a pop-up will appear where you can add your email to be notified when the product is back in stock.

How will I know that my order has been placed successfully?

When you receive an email from hello@koio.co with your order confirmation. You should receive this email immediately after placing your order.

Gifting

Do you offer gift-boxing?

We currently do not offer any gift wrapping or gift boxing services.

How can I purchasing Gift Cards?

Purchase gift cards here.

How do I redeem Gift Cards?

You can redeem a gift certificate by inputting your gift card code into the right side of the checkout page under “Gift Card Code.”

Payments

What are accepted forms of payment?

We accept cash, credit card, Apple Pay, Google Pay and Amazon Pay. You can also pay in fixed amounts, every two weeks, with Klarna, if you are a customer in the US.

Is it safe to use my credit card?

Koio’s checkout is PCI compliant. That means that it is safe to use your credit card and input your personal information. Our site regularly tests and monitors the network to ensure that your information stays secure.

When will my order be charged?

We charge the order once as soon as it has been processed into our system. This is approximately 5-10 minutes after you place an order.

What is Klarna?

Klarna is our payment plan partner. Klarna gives you the option to split the purchase into manageable installments or pay for your order up to 30 days later. The installment plan is interest-free and split into four equal payments that are charged to your card every two weeks.

To use Klarna, select Klarna as your payment method within the checkout process. You will then be prompted to their website to complete the payment.

Product Care

Are your insoles removable?

Yes, you can remove the insoles in our shoes and replace them with your own set of insoles if you like.

How do I keep my Koios looking new?

View our Care Guide to learn how.

What products should I use to clean my Koios?

We suggest using the Crep Protect Kit. You can read more about how to properly clean your Koios on our Care Guide.

What is the importance of shoe trees?

Shoe trees will help your sneakers keep their shape when you are not wearing them. They will support the shoe limit creasing and cracking that occurs when your shoes are stored. Shoe trees will also wick away moisture that may be on the inside of your sneaker helping maintain the original material. You can read more about the importance of shoe trees in our care guide.

Are your shoes waterproof?

Koios are water resistant but not waterproof, meaning that your shoes will resist water to some degree but not entirely. We suggest immediately drying them off after getting them wet to avoid long term damage. We also recommend using Crep Protect Spray before taking your shoes outside.

Product Knowledge

Where are your materials from?

All of our materials are sourced from Marche, Italy, and the surrounding regions.

Do you have vegan shoes?

As for right now, we do not offer any vegan options for our shoes. We are working on creating some in the future.

Where are your shoes made?

All steps of the production process are done in Le Marche, Italy. This includes sourcing materials, manufacturing, and boxing.

What kind of leather is used?

Our shoes are constructed from Vitello or Vachetta, high-end leather sourced in Italy. You can learn more about our process by viewing our craftsmanship page here.

What are the working conditions of your factory partners?

One of the reasons why we chose to manufacture our shoes in Italy is because of the high labor standards.Our particular manufacturer focuses on providing exceptional working conditions and wages for all their employees. Working with the best factories and craftspeople in the world is core to our values.

Shipping

When will my package ship?

Your package will ship within 24 hours of placing an order on weekdays. If you place an order before 1 PM EST Monday-Friday your order will be shipped the same day. All orders placed on the weekend will be shipped the next business day.

What shipping methods do you offer?

Standard: 3-5 business days (free)

In-store pick up (free)

Express: 2-3 business days for orders placed before 1 PM EST ($20)

Next Day: 1 business day for orders placed before 1 PM EST ($35)

*Rates are for one shoe and vary depending on order weight. If you have any questions please email us at hello@koio.co or give us a call at: (347) 961-9977.

*For all orders shipping to Hawaii, Alaska or Puerto Rico, standard shipping may take an additional two weeks.

For more information please go to our shipping page.

Where do your items ship from?

Your items will ship from our warehouse in Long Island, New York.

Can I track my order?

After placing an order you will receive shipping information including a tracking number when your items are on their way. You can expect your shoes to be shipped within 24 hours of placing an order on business days.

Can I ship Internationally?

We do offer international shipping. However, you will be charged taxes and duties during the checkout process.

When am I charged taxes and duties?

After inputting your shipping address in the checkout process, your cart will automatically reflect the cost of taxes and duties. For cities where we have a storefront, we are required to collect sales tax. For international orders, all countries follow different duties and import regulations. These added costs will be calculated and reflected in the price once you have entered your shipping information. We will file and pre-pay all international shipping costs and duties so your shoes will get to you seamlessly.

Store Pickup

Do all your locations offer in-store pickup?

We currently offer store pickup options in our Koio Soho and Koio Venice locations.

** Please Note: Due to COVID restrictions, our store pickup hours are Monday - Friday, 12-5pm. Stores will not be not open for try-ons or returns during this time.

How do I know if my order qualifies for pickup?

As long as the items in your cart are in stock at our stores, you can pick your order up from qualifying locations. At checkout, select the 'Pickup' tab under Delivery Methods to see availability. If pickup isn't available for your order, please enter a shipping address for delivery.

Can I ship part of my order and pick-up the rest in-store?

Unfortunately, we are not able to split orders into multiple delivery methods. If you would like a portion of your order shipped and to pick up the other in-store, you can create two separate orders and select different delivery methods at checkout.

When will I be charged?

You will be charged once you place your order.

What do I need to pick up my order?

Bring your email confirmation with the order number and please wear a mask or face covering when coming in to pick up your order.

How will I know when my order is ready for pick up?

You will receive an email notification once your order is ready to be picked up. You will have 5 business days from the time your order is ready for pick up to collect your item(s).

What if I want to cancel or return my order?

Please call (347) 961-9977 or email us at hello@koio.co and our Customer Service team will be happy to help you.

What precautions are you taking to maintain social distancing and cleanliness in your space?

Our Koio Soho and Venice locations are open only for pickups to minimize the number of people walking in and out of the space. We ask that customers wear masks or face coverings when picking up orders, and our store team will be sanitizing counters and registers after each pickup.

Returns

What is your return policy?

We will accept returns for products that are unworn within 30 days of purchase. You can find more information on our returns page.

If you like to get a feeling for the shoes while deciding whether or not to keep them, please wear them inside your house or apartment.

Can I return an online order in-store?

Yes, find a store near you by viewing our stores page.

How can I make an exchange?

Visit our returns page page and indicate that you would like an exchange. You are also able to make exchanges by contacting us at: (347) 961-9977.