Payments

What forms of payment do you accept?

We accept credit cards, Apple Pay, Google Pay, Amazon Pay, and cash (in stores only). U.S. clients may also pay in four bi-weekly installments using Shop Pay.

Is it safe to use my credit card on Koio’s website?

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.

Orders

Can I change my order?

We cannot make changes to your order after it has been placed. If you accidentally placed an order and would like to return it, please call us at (347) 961-9977, email us at hello@koio.co, or visit our Returns Center.

Can I change my shipping address?

We cannot change shipping addresses after orders are placed. If you accidentally placed an order and would like to return it, please call us at (347) 961-9977, email us at hello@koio.co, or visit our Returns Center.

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!

Want to create an account? Click here.

The product I want is out of stock in my size. Will it be restocked?

Core styles will be restocked, so be sure to add yourself to the waitlist! Core styles include: Capri in ‘Triple White,’ Capri in ‘Bianco,’ Capri in ‘Nuvola,’ Capri in ‘Perla,’ Capri in ‘Charcoal,’ Capri in ‘Poudre,’ Capri in ‘Castagna,’ Capri in ‘Mocha,’ Capri in ‘Onyx,’ Capri in ‘Black Canvas,’ Capri in ‘Nero Canvas,’ Capri in ‘Nero,’ Capri in ‘White Gum,’ Metro in ‘White,’ Metro in ‘Black,’ Metro in ‘Antique White,’ Metro in ‘Mocha,’ Primo in ‘Nero,’ Primo in ‘Onyx,’ Primo in ‘Castagna,’ Primo in ‘Mocha,’ Primo in ‘Charcoal,’ Primo in ‘Triple White,’ Portofino in ‘Bone,’ Chelsea in ‘Nero,’ Chukka in ‘Shadow,’ Chukka in ‘Dune,’ Court in ‘Coal Distressed,’ Court in ‘Chalk Distressed,’ Court in ‘Triple White Distressed,’ Retro Runner in ‘Mocha.’

Seasonal colorways and collaboration products are produced in limited quantities and will not be restocked.

How do I add myself to the waitlist for a sold-out core style?

Click on the product you want, then select the size you want. A pop-up will appear—enter your email to get notified when the product is back in stock.

How do I know you received my order?

You’ll receive a confirmation email from hello@koio.co immediately after placing your order.

Can I pre-order new styles and colors before they launch?

Occasionally we allow email subscribers to pre-order shoes before anyone else. If you’d like to have access to pre-ordering, sign up for our emails.

Try Before You Buy

How does it 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. It’s that easy.

1. Add up to five pairs of Koios to your cart.

2. Checkout. During checkout, you will not be charged full price—instead, a $100 refundable deposit will be applied to your card. We’ll ship your order to you for free.

 

3. Try ‘em on. You have five days to try on your Koios at home, so there’s no rush to decide which pair(s) you’re going to keep.

4. Make a return request within five days of receiving your order. We’ll send you a prepaid shipping label, so you can mail them back to us on or before your five days are up. We’ll charge you only for the shoes you keep, applying the $100 deposit to your purchase.

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 do I have to return my items?

After making a return request and receiving your prepaid shipping label, you’ll have three days to bring your package to the post office.

Do I need to pay for return shipping?

Returns are free! After you make a return request, we’ll send you a prepaid shipping label. Please note: if you choose to return all items in your Try Before You Buy order, you will be charged a $20 restocking fee to cover cleaning and repackaging fees.

Can I use Shop Pay to pay for my Try Before You Buy order?

Shop Pay cannot be used on Try Before You Buy orders at this time. We are working to make payment plans available in the near future.

Shipping

When will my order ship?

If you place your order before 1:00 PM ET Monday - Friday, it will ship the same day. All orders placed on weekends will ship the following 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 1:00 PM ET ($20)**

Next Day: 1 business day for orders placed before 1:00 PM ET ($35)**

*Standard shipping to Hawaii, Alaska or Puerto Rico may take an additional two weeks.

**Rates apply to one pair of shoes and therefore may vary depending on the weight of your order. If you have questions, please contact us at hello@koio.co or (347) 961-9977.

Where do Koio orders ship from?

All orders are shipped from our warehouse in Long Island, New York.

Can I track my order?

Yes. You will receive a shipment information email, which includes a tracking number. Please allow 24 hours before tracking your order.

Do you ship internationally?

Yes, we do offer international shipping. You’ll see taxes and duties applied to your shipping cost at checkout.

Will I be charged taxes and duties?

Yes. All applicable taxes and duties will automatically apply to your order at checkout. Sales tax will be applied in cities where we have a storefront.

Returns

What is your return policy?

Koio accepts returns and exchanges of all unworn and unused products within 30 days of purchase, excluding collaboration purchases. Collaboration purchases can only be exchanged for another size or store credit. Learn more about returns and exchanges here.

Can I return an online order at my local Koio store?

Yes. Learn more about returns here, and find a store near you here.

How can I make an exchange?

To start an exchange*, navigate to our Returns Center , then enter your email address or order number and zip code. Select the product you would like to exchange and click “Exchange” on the screen. To exchange for a different size, select a new size and confirm. To exchange for a different style or color, select “Find Something New” to browse, then choose the pair you’d like and confirm. Print the pre-paid shipping label we email you, then mail us the original item. Your new pair will be shipped instantly!

*International orders cannot be exchanged.

Product Knowledge

How do I care for my Koios?

Every material requires a different type of care. View our Care Guide to find out how you can keep your Koios in great shape.

Do you sell vegan shoes?

We do not offer any vegan shoes at this time.

Where are your shoes made?

Our production process (material sourcing, manufacturing, and boxing) is completed in Italy.

What kind of leather do you use?

Our leather shoes are constructed from either cow or calf hides, all of which are sourced in Italy.

Do Koios have removable insoles?

All of our shoes have removable insoles, except the Chelsea, the Fuori, and the Elba.

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.

In-Store Pick-Up

Do all of your locations offer in-store pick-up?

Yes, we offer store pickup options in all Koio locations.

How do I know if my order qualifies for in-store pick-up?

Select the ‘Pickup’ option under ‘Delivery Methods’ to determine whether in-store pick-up is available for your purchase.

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

At this time we cannot divide orders into multiple delivery methods. If you would like to pick up part of your order and ship the other part, you will need to place two separate orders and select different delivery methods at checkout.

When will I be charged?

You will be charged as soon as you place your order.

What do I need to bring in order to pick up my order in store?

Be prepared to show the confirmation email containing your order email. Please wear a face covering if you have not received the COVID-19 vaccine.

How will I know when my order is ready to be picked up?

You will receive an email notification as soon as your order is ready. You will have five business days to collect your order from the store.

What if I want to cancel or return my order?

Please call (347) 961-9977 or email us hello@koio.co to cancel your order or initiate a return. Our Customer Service team will get back to you as soon as possible.

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

The safety of our clients and employees is our highest priority. We’re frequently sanitizing high-touch surfaces and regularly deep-cleaning all of our locations. We ask that you wear a face covering if you have not received the COVID-19 vaccine.

Labels We Love

Can Labels We Love products be shipped internationally?

None of the items from our Labels We Love collection can be shipped internationally.

What is the cost of shipping for Labels We Love products?

Ground shipping is $10.00 for products that cost less than $100.00.

Do you offer express shipping on Labels We Love products?

No. Only ground shipping is available for Labels We Love products.

Can I return a product from the Labels We Love collection?

Yes. Visit our Returns Center to initiate a return. Learn more about returns here.

I have a discount code. Can I apply it to products from the Labels We Love collection?

Discounts cannot be applied to products from our Labels We Love collection. However, if you have a Koio product in your cart, you may apply your discount code to that product.

How does shipping work for Labels We Love products?

Items from our Labels We Love collection are shipped separately from Koio products. As such, if you order a Koio product and a product from the Labels We Love collection, you will receive a shipment confirmation email and tracking number from both Koio and the other vendor.

Gifting

Do you offer gift-boxing?

At this time, we do not offer gift-boxing or wrapping.

How can I purchase a gift card?

You can purchase a gift card here.

How can I redeem my gift card?

You can redeem your gift card by entering your unique gift card code into the box on the right side of the checkout page where it reads: “Gift Card or Promo Code.”