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KOIO

<p>If you haven&apos;t received your order, but tracking information indicates it was delivered, we suggest checking with your neighbors to see if the package was mistakenly received by someone else. If you still haven&apos;t located the item, please reach out to us at <a href="mailto:hello@koio.co">hello@koio.co</a>&#xA0;for further assistance.</p>

If you haven't received your order, but tracking information indicates it was delivered, we suggest checking with your neighbors to see if the package was mistakenly received by someone else. If you still haven't located the item, please reach out to

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

Shipping

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?

Do you ship internationally?

Will I be charged taxes and duties?

Can I change the shipping speed on my order?

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

What should I do if my order was not delivered properly?Updated a month ago