What items are returnable?

Returns are accepted on unworn, undamaged items purchased in the last 30 days, unless designated as Final Sale on the product page. Collaboration items are non-returnable, but can be exchanged for a different size or for site credit. 

Sale items or items purchased during site-wide promotions are excluded from standard policy. 

How do I ship back my shoes?

Items should be returned in their original Koio packaging, such as shoe bags and shoe boxes. Once your return is authorized, you'll receive a prepaid shipping label via email and step-by-step instructions.

How soon will I get my refund?

Once your items are delivered to us, your return will be processed within 2-3 business days. Please note that refunds may take up to an additional 4 business days to reflect on your account, depending on your bank.

How can I exchange for a new size?

Follow the steps in our online return center to select a new size. Once you complete your selection, we will process the exchange as a new order and send your new pair out right away!

How can I exchange for a new style or color?

Follow the steps in our online return center to first complete a return. You will receive an Instant Refund code equal to the value of your exchanged item(s) on your return confirmation screen. This Instant Refund code can be used like a gift card on our site to place a new order right away!

The Instant Refund code will be active from the time you initiate a return to the time we receive your return pair.