Returns Center

Return, replace or exchange items

Easy Returns

Select the items to return.

Get refund confirmation.

Ship it!

Frequently Asked Questions

What items are returnable?

  • Unworn, undamaged products purchased in the last  {return_policy_eligibility_window_days} days.

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

What items are non-refundable?

  • Products marked as final sale on the product page
  • Collaboration products are non-refundable but can be exchanged for a different size or store credit
  • Sale products and products purchased during site-wide promotions

How do I ship back my shoes?

  • Once your return is authorized, you'll receive step-by-step instructions and a pre-paid shipping label via email
  • Pack your products in their original Koio packaging, including dust bags and shoe boxes, then mail them back

How soon will I get my refund?

  • Once your items are delivered to us, your return will be processed within 2 to 7 business days

How can I exchange for a new size?

  • 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
  • Print the pre-paid shipping label we email you, then mail back the original item
  • Your new pair will be shipped instantly!

How can I exchange for a new style or color?

  • Enter your email address or order number and zip code
  • Select the product you would like to exchange and click “Find Something New”
  • Choose a collection to browse alternative styles and colors
  • Select a new style or color in your size, then confirm
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