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?

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.

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