Orders

Can I change my order?

Once an order is placed, we’re not able to make any changes to it. If you accidentally placed an order or need to return something, no worries—you can email us at [email protected] or head to our Returns Center to get started.

Do I need an account to place an order?

No account? No problem. You can check out as a guest. But if you’d like a quicker checkout next time and updates on product drops, creating an account is a great idea. We’ll securely save your shipping info and the last four digits of your card. You

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

It depends on the item! Seasonal styles and collaborations may receive a limited number of restocks, but most of our core styles do come back. Reach out to our Customer Service team at [email protected], and we're happy to check on a specific item for yo

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

It’s easy—just email [email protected] or message us on live chat with your name, shoe size, and the style and color you're after. We'll confirm once you're on the waitlist, usually within 24 hours.

How do I know you received my order?

Right after you place your order, you’ll get a confirmation email from [email protected]. If it doesn’t show up in your inbox, it’s worth checking your spam or promotions folder just in case.

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

Sometimes, yes! We offer early access and pre-orders to our email subscribers. Make sure you're signed up if you’d like first dibs on new styles. Got questions? You can always reach out via email or live chat.

Can I pre-order styles that have sold out?

If a sold-out style is coming back soon, we’ll open it up for pre-order. Items available for pre-order will show a “Pre-order” button instead of “Add to Cart.” You’ll also see an estimated shipping date listed on the product page.

How do I pre-order an item?

Some of our most popular styles sell out quickly—so we offer the ability to pre-order select items through our partner Purple Dot. This ensures you can reserve your pair before it officially comes back in stock. We’ll send you an email with tracking

When will my pre-order arrive?

We’ll ship your pre-order as soon as it’s ready. Once it’s on its way, you’ll get an email with tracking info. We aim to ship as close to the estimated date as possible, and we’ll keep you updated if anything changes along the way.

How do I update my shipping email for an order?

If you need to update your email address for order notifications, please provide us with the correct email address through the Contact Us form, and we will adjust the details on your profile for you.

Shop & Earn

Koio Shop & Earn: Spend $350 or more and get 10% back in store credit—or spend $700 or more and get 15% back. Store credit is issued 25 days after purchase and is based on the final amount of unreturned items before taxes.