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