Payments

What forms of payment do you accept?

We accept credit cards, Apple Pay, Google Pay, Amazon Pay, and cash (in stores only). U.S. clients may also pay in four bi-weekly installments using Shop Pay.

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

Koio’s checkout is powered by Shopify, which is certified Level 1 PCI DSS compliant. This compliance covers all six PCI standard categories: maintaining a secure network, protecting cardholder data, maintaining a vulnerability management program, implementing strong access control measures, regularly monitoring and testing networks, and maintaining an information security policy.

When will I be charged?

You will be charged as soon as your order is processed, which can take up to one hour.

What is Shop Pay?

Shop Pay allows you to pay for your order in manageable installments. The installment plan is interest-free and split into four equal payments that are charged to your card every two weeks.

Orders

Can I change my order?

We cannot make changes to your order after it has been placed. If you accidentally placed an order and would like to return it, please call us at (929) 205-2826, email us at hello@koio.co, or visit our Returns Center.

Can I change my shipping address?

We cannot change shipping addresses after orders are placed. If you accidentally placed an order and would like to return it, please call us at (929) 205-2826, email us at hello@koio.co, or visit our Returns Center.

Do I need an account to place an order?

No, you can place an order as a guest. However, creating an account will make checking out easier in the future, as we will securely save your name, address, and the last four digits of your credit card number for you. Plus, we’ll keep you updated on product launches if you create an account!

Want to create an account? Click here.

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

Core styles will be restocked, so be sure to add yourself to the waitlist! Core styles include: Capri in ‘Triple White,’ Capri in ‘Bianco,’ Capri in ‘Nuvola,’ Capri in ‘Perla,’ Capri in ‘Charcoal,’ Capri in ‘Poudre,’ Capri in ‘Castagna,’ Capri in ‘Mocha,’ Capri in ‘Onyx,’ Capri in ‘Black Canvas,’ Capri in ‘Nero Canvas,’ Capri in ‘Nero,’ Capri in ‘White Gum,’ Metro in ‘White,’ Metro in ‘Black,’ Metro in ‘Antique White,’ Metro in ‘Mocha,’ Primo in ‘Nero,’ Primo in ‘Onyx,’ Primo in ‘Castagna,’ Primo in ‘Mocha,’ Primo in ‘Charcoal,’ Primo in ‘Triple White,’ Portofino in ‘Bone,’ Chelsea in ‘Nero,’ Chukka in ‘Shadow,’ Chukka in ‘Dune,’ Court in ‘Coal Distressed,’ Court in ‘Chalk Distressed,’ Court in ‘Triple White Distressed,’ Retro Runner in ‘Mocha.’

Seasonal colorways and collaboration products are produced in limited quantities and will not be restocked.

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

Click on the product you want, then select the size you want. A pop-up will appear—enter your email to get notified when the product is back in stock.

How do I know you received my order?

You’ll receive a confirmation email from hello@koio.co immediately after placing your order.

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

Occasionally we allow email subscribers to pre-order shoes before anyone else. If you’d like to have access to pre-ordering, sign up for our emails.

Try Before You Buy

How does it work?

Try Before You Buy allows you to try on up to three pairs in the comfort of your own home, then only pay for what you keep. It’s that easy.

1. Add up to three pairs of Koios to your cart.

2. Checkout. During checkout, you will not be charged full price—instead, we’ll place an authorization hold on your card, but won’t charge you anything. We’ll ship your order to you for free.

 

3. Try ‘em on. You have seven days to try on your Koios at home, so there’s no rush to decide which pair(s) you’re going to keep.

4. Send us back anything you don't want. You only pay for what you keep.

When does the try-on period start?

The try-on period begins as soon as your package is delivered. You will receive an email and text message with details on how to return any unwanted products.

Shipping

When will my order ship?

If you place your order before 1:00 PM ET Monday - Friday, it will ship the same day. All orders placed on weekends will ship the following business day.

What shipping methods do you offer?

Standard: 3-5 business days (free)*

In-store pick up (free)

Express: 2-3 business days for orders placed before 1:00 PM ET ($20)**

Next Day: 1 business day for orders placed before 1:00 PM ET ($35)**

*Standard shipping to Hawaii, Alaska or Puerto Rico may take an additional two weeks.

**Rates apply to one pair of shoes and therefore may vary depending on the weight of your order. If you have questions, please contact us at hello@koio.co or (929) 205-2826.

Where do Koio orders ship from?

All orders are shipped from our warehouse in Dayton, New Jersey.

Can I track my order?

Yes. You will receive a shipment information email, which includes a tracking number. Please allow 24 hours before tracking your order.

Do you ship internationally?

Yes, we do offer international shipping. You’ll see taxes and duties applied to your shipping cost at checkout.

Will I be charged taxes and duties?

Yes. All applicable taxes and duties will automatically apply to your order at checkout. Sales tax will be applied in cities where we have a storefront.

Route

What is Route package protection?

Route is a package insurance service. It protects your packages from damage, loss, and theft, so you can enjoy peace of mind while waiting for your order to arrive.

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

If your package never arrives or if it’s damaged upon arrival, you can easily file a claim with Route at claims.route.com and receive a replacement or full reimbursement in turn.

Do I need to download an app to use Route?

You don’t need an app to take advantage of Route’s protection services. If you need to file a claim with Route, you can do so online at claims.route.com, or through the iOS or Android apps if you choose to download the app.

Why was I charged for Route package protection?

Route package protection is automatically applied to all orders unless you choose to opt out at checkout. If you accidentally opted in and would like to remove Route protection from your order, contact us at hello@koio.co or (929) 205-2826, and we'll remove it from your order. NOTE: If you choose to opt out of Route package protection, Koio is not responsible for any damaged, lost or stolen packages.

Returns

What is your return policy?

During the holidays, we accept returns and exchanges of unworn and unused products within 45 days of purchase, excluding Koio Vintage purchases, collaboration purchases, and products purchased during promotions and sales, which can only be exchanged. Learn more about returns and exchanges here.

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

Yes. Learn more about returns here, and find a store near you here.

How can I make an exchange?

To start an exchange*, navigate to our Returns Center , then 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. To exchange for a different style or color, select “Find Something New” to browse, then choose the pair you’d like and confirm. Print the pre-paid shipping label we email you, then mail us the original item. Your new pair will be shipped instantly!

*International orders cannot be exchanged.

Product Knowledge

How do I care for my Koios?

Every material requires a different type of care. View our Care Guide to find out how you can keep your Koios in great shape.

Do you sell vegan shoes?

We do not offer any vegan shoes at this time.

Where are your shoes made?

Our production process (material sourcing, manufacturing, and boxing) is completed in Italy.

What kind of leather do you use?

Our leather shoes are constructed from either cow or calf hides, all of which are sourced in Italy.

Do Koios have removable insoles?

All of our shoes have removable insoles, except the Chelsea, the Fuori, and the Elba.

Are Koios waterproof?

Koios are water-resistant, but they’re not waterproof. This means they’ll resist water but only to a certain degree. Visit our Care Guide to learn how to prevent water damage.

In-Store Pick-Up

Do all of your locations offer in-store pick-up?

Yes, we offer store pickup options in all Koio locations.

How do I know if my order qualifies for in-store pick-up?

Select the ‘Pickup’ option under ‘Delivery Methods’ to determine whether in-store pick-up is available for your purchase.

Can I ship part of my order and pick up the rest in-store?

At this time we cannot divide orders into multiple delivery methods. If you would like to pick up part of your order and ship the other part, you will need to place two separate orders and select different delivery methods at checkout.

When will I be charged?

You will be charged as soon as you place your order.

What do I need to bring in order to pick up my order in store?

Be prepared to show the confirmation email containing your order email. Please wear a face covering if you have not received the COVID-19 vaccine.

How will I know when my order is ready to be picked up?

You will receive an email notification as soon as your order is ready. You will have five business days to collect your order from the store.

What if I want to cancel or return my order?

Please call (929) 205-2826 or email us hello@koio.co to cancel your order or initiate a return. Our Customer Service team will get back to you as soon as possible.

What precautions are you taking to maintain social distancing and cleanliness in your space?

The safety of our clients and employees is our highest priority. We’re frequently sanitizing high-touch surfaces and regularly deep-cleaning all of our locations. We ask that you wear a face covering if you have not received the COVID-19 vaccine.

Gifting

Do you offer gift-boxing?

At this time, we do not offer gift-boxing or wrapping.

How can I purchase a gift card?

You can purchase a gift card here.

How can I redeem my gift card?

You can redeem your gift card by entering your unique gift card code into the box on the right side of the checkout page where it reads: “Gift Card or Promo Code.”