Returns and Exchanges Instructions I KOIO

​​Domestic Exchanges & Returns (excludes Alaska, Hawaii, and U.S. territories):

We want you to love your Koios. If something isn’t quite right, we offer returns and exchanges within 14 days of delivery for unworn and unaltered items.

START A RETURN OR EXCHANGE

EXTENDED HOLIDAY EXCHANGES

Orders placed between November 14th and December 31st will have an extended exchange window for the holidays. After the regular 14-day return window has ended, orders will not be eligible for a refund, but can be exchanged or returned for store credit until January 11th, 2026.

A $14 shipping and processing fee will apply to all returns/exchanges.

You can waive this fee by opting into Checkout+ for $7.98 at the time of purchase.

Opting into Checkout+ provides free returns/exchanges, and also includes order protection to cover your order in the event of a missing, stolen, or damaged package.

We require photos uploads for all return/exchange requests. This helps improve our quality control, and ensure that all of our customers receive products in excellent condition. We review requests daily on business days, and once approved, you will receive an email with your return label.

EXCHANGES

We offer one exchange per order for eligible items, and customers can choose between a standard and instant exchange. With a standard exchange, your new item will ship once the original item is returned back to us. With an instant exchange, your new order will be created immediately after putting down a $1 refundable deposit. For both exchange options, a return label is provided. Please note for standard exchanges, the new item is not reserved until your return is delivered, and the new exchange order is created.

RETURNING FOR A REFUND

All refunds are processed 5 days after receiving the item(s) back at our warehouse.

FINAL SALE ITEMS

Please note final sale items are non-returnable and not exchangeable, and sale items purchased with a 25% or higher discount are eligible for store credit or exchange only. Discounts and eligibility are clearly marked on the product page and at checkout.

RETURN & EXCHANGE CONDITIONS

All products must be returned with their original packaging, and with the return label provided by Koio in order to be processed. Original shipping costs are non-refundable. Store credit is unable to be converted into a refund once issued. We reserve the right to refuse your return or change the return fee if the product shows signs of wear, has been altered in any way, or if your account has been flagged for return abuse

International Returns:

We accept returns on international orders within 14 days of delivery for unworn and unaltered items. A $25 shipping label fee applies for all international returns, and original shipping fees are not refundable. Please visit our international returns portal here.

For countries that accept DDP shipments (Delivered Duty Paid), duties and taxes will be collected at checkout and refunded for returns. For countries where DDU (Delivered Duty Unpaid) is required, duties and taxes will not be collected at checkout and hence will not be refunded for returns.

At this time we are unable to offer international exchanges. We would recommend setting up a return and placing a new order.

All products must be returned with their original packaging and with the return label provided by Koio in order to be processed. Original shipping costs are non-refundable. Store credit is unable to be converted into a refund once issued. We reserve the right to refuse your return if the product shows signs of wear or has been altered in any way; or if your account has been flagged for return abuse.