We want you to be thrilled with your Koios! If they don’t feel bespoke when you put them on, follow the instructions below to initiate a return or exchange.
During the holidays, we accept returns and exchanges of unworn and unused products within 45 days of purchase, excluding Koio Vintage purchases, collaboration purchases, and products purchased during promotions and sales, which can only be exchanged.
Domestic Returns
The following applies to clients located within the United States, excluding Alaska, Hawaii, and U.S. territories.
- To start a return, navigate to our Returns Center
- Enter your email address or order number and zip code
- Select the product you would like to return and click “Return” on the screen
- Refunds are processed 2 to 7 business days after our warehouse receives your return. They will be credited to the card you used to make the initial purchase
Domestic Exchanges*
The following applies to clients located within the United States, excluding Alaska, Hawaii, and U.S. territories.
- To start an exchange, navigate to our Returns Center
- 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 back the original item
- Your new pair will be shipped instantly!
*International orders cannot be exchanged.
International Returns
The following applies to clients located outside of the United States, as well as clients located in Alaska, Hawaii, and U.S. territories.
- To start a return, contact [email protected]
- Please note: Koio does not provide pre-paid international return labels at this time. International return and exchange costs are the client’s responsibility
In-Store Returns
The following applies to clients who would like to return purchases made online or in stores.
- To make an in-store return, please be prepared to show your order number or receipt to the Sales Associate at the store
