Message us and we'll get back to you within 1-2 business days.

KOIO

Koio Help Center Frequently Asked Questions

What forms of payment do you accept?

Is it safe to use my credit card on Koio's website?

When will I be charged?

What is ShopPay?

Can I use a Visa gift card?

Payments

Can I change my order?

Do I need an account to place an order?

The product I want is out of stock in my size. Will it be restocked?

How do I add myself to the waitlist for a sold-out style?

How do I know you received my order?

Can I pre-order new styles and colors before they launch?

Can I pre-order styles that have sold out?

How do I pre-order an item?

When will my pre-order arrive?

How do I update my shipping email for an order?

Shop & Earn

Orders

Can I change my shipping address?

When will my order ship?

What shipping methods do you offer?

Where do Koio orders ship from?

Can I track my order?

What should I do if my order was not delivered properly?

Do you ship internationally?

Will I be charged taxes and duties?

Can I change the shipping speed on my order?

Shipping

What is Order Protection?

I paid for Order Protection, but my package never arrived/was damaged upon arrival. What should I do?

Why was I charged for Order Protection?

Order Protection

What is your return policy?

Can I return my online order at my local Koio store?

How can I make an exchange?

When will my exchange ship?

Do you accept international returns?

What if I want to exchange or return my order after the 14-day window has ended?

When will I be refunded?

Can I exchange an item I purchased on final sale?

Can I exchange or return a pre-order?

How long is Koio's return window?

What should I do if I received the wrong size?

Exchanges and returns

How do I care for my Koios?

Do you sell vegan shoes?

Where are Koios made?

Why did you stop using Margom soles?

Are Koios waterproof?

How do I know which size is right for me?

Do you offer custom sizes?

Are Koios recyclable?

How do I choose the correct size for my Koio shoes?

Product knowledge

Do you offer gift-wrapping services?

Do you offer gift cards?

How can I redeem my gift card?

Do you provide gift receipts?

Gifting

All articles

Categories

Payments

Orders

Shipping

Order Protection

Exchanges and returns

Product knowledge

Gifting