Frequently Asked Questions

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

Yes! 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.

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

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.

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 email us at [email protected], or visit our Returns Center.

We cannot change shipping addresses after orders are placed. If you accidentally placed an order and would like to return it, please email us at [email protected], or visit our Returns Center.

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! Click here to create an account.

Seasonal colorways, collaboration products, and products in our Last Call collections will not be restocked. All other items are considered core products, and most of them will be restocked. To add yourself to the waitlist, email [email protected] or message us through our live chat,

To get on the waitlist for a product restock, email [email protected] or message us through our live chat. Include your name, shoe size, and the name of the style and color you’re interested in. We will get back to you within 24 hours to confirm that you’ve been added to the waitlist.

You will receive an order confirmation email from [email protected] immediately after placing your order.

Occasionally we allow email subscribers to pre-order shoes. If you’d like to have access to pre-ordering, sign up for our emails. If you have any additional questions, email [email protected] or message us through our live chat

We have a fulfillment time of 1-2 business days once an order is placed. Once your order is fulfilled it’s ready to ship, and the shipping time begins once the package is picked up by the carrier. Pick-up typically occurs the day after fulfillment is complete. Orders do not fulfill or ship on Saturday, Sunday, or United States holidays. As soon as your order is fulfilled, you will receive a tracking number.

Please be aware that the 1-2 business day processing time applies to expedited orders as well. Fulfillment may take longer during sale periods and holidays due to high order volumes.

Please be aware that the 1-2 business day processing time applies to expedited orders as well.

We offer free ground shipping within the contiguous United States on orders above $150. Delivery usually takes 1-5 business days once shipped.

If you need your order in a hurry, expedited and express shipping options are available for an additional fee. You can upgrade your shipping method at checkout. Please be aware that the 1-2 business day processing time applies to expedited orders as well.

Most orders are shipped from our warehouse in Langhorne, PA. Occasionally we ship from our stores in New York City and Los Angeles.

Yes, you will receive a shipment confirmation email as soon as your order ships. The shipment confirmation email will include a tracking number. Please allow 24-48 hours before tracking your order.

Yes, we do offer international shipping! International shipping times vary depending on your location.

For international orders, we’ll calculate and apply applicable taxes and duties for you at checkout. They’ll be added to your total shipping cost.

Just a few things to note: Shipping costs, taxes, and duties applied at checkout are not refundable. Some banks charge foreign transaction fees, which Koio does not assume responsibility for.

For information about international returns, scroll to the Exchanges & Returns section.

Sales tax will be applied in states where we have a storefront.

For international orders, we’ll calculate and apply all applicable taxes and duties for you at checkout. They’ll be added to your total shipping cost.

Just a few things to note about international orders: Taxes and duties applied at checkout are not refundable. Some banks charge foreign transaction fees, which Koio does not assume responsibility for.

Order Protection 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.

If your package never arrives or if it’s damaged upon arrival, you can easily file a claim with Order Protection and receive a replacement or full reimbursement in turn. Follow this link: https://claim.orderprotection.com/start

Order 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 Order Protection from your order, contact us at [email protected] and we'll remove it from your order.

NOTE: If you opt out of Order Protection, Koio is not responsible for any damaged, lost or stolen packages.

We accept returns of most unused and unworn product within 14 days of shipment. Returns have a $9.95 shipping label fee, which will be waived if you opt for a store credit refund. All products must be returned with their original packaging, with accessories and dust bags to be eligible for a full refund.

Items on sale with a 30% or more discount are eligible for exchange only. Exchange Only items cannot be refunded, but can be exchanged for a different size, a different item, or store credit. Final Sale items are discounted by 50% or more, and cannot be returned or exchanged.

Collaboration products are only eligible for exchange or store credit.

Yes, orders placed online can be returned at your local Koio store. To find a store near you, click here.

To start an exchange*, navigate to our Returns Center, then enter your order number and email address or zip code. Follow the steps on your screen to exchange for a different size, color, or style.

*These instructions apply only to domestic exchanges. Please scroll down on this page to view international exchange instructions.

Exchanges will ship out immediately if an instant exchange was created in Loop. If you choose a standard exchange, the new item will ship once the original item was received by our warehouse.*

*Applies only to domestic exchanges. Please scroll down on this page to view international exchange instructions.

We accept returns on international orders within 14 days of delivery for unworn and unaltered items. A $25 shipping label fee applies for all international returns, along with additional deductions for the original shipping fees, duties, and taxes that are non-refundable.

After 14 days from the shipping date, your item(s) will no longer be eligible for a return or exchange. If you have any questions, email [email protected] or message us through our live chat.

After your return arrives at our warehouse, please allow three to five business days for our warehouse team to process it. Once your return is processed, your refund will be released to your original payment method with the $9.95 shipping label fee automatically deducted and we will send you an email confirming the refund.

Refunds will usually appear on your bank statement within 24 hours, but it can take five to 10 business days depending on your payment provider’s standard processing time.

If you returned your items for store credit, this would be emailed to you in the form of a gift card upon the item being delivered back to our warehouse. The gift card will not expire.

Koios are made from the finest eco-luxe Italian leathers, suedes, and nubucks, all of which require a different kind of care. Caring for your Koios will extend their lifecycle so you can wear them for years to come! Check out our Care Guide to find out how to care for yours.

Yes, the entire Pale Blue Dot line is vegan. We’re using ultra-modern plant-based materials like apple-based leather, recycled rubber, natural latex, and cork to make our sneakers.

Koios are handcrafted in Italy from start to finish. We’re so devoted to ensuring our shoes are flawlessly constructed that we visited 34 factories in Italy before deciding to partner with an esteemed manufacturer in Florence, Italy. Inside this artisan studio, our shoes are masterfully handcrafted using locally sourced leathers, suedes, and recycled materials. Every pair passes through the hands of 42 craftspeople before it’s deemed complete.

The Capri 1.0 was made with rubber soles from Margom. While working with Margom, we learned that the company’s materials and processes are really dated. First and foremost, they use fossil fuel-derived synthetic rubbers—we urged them to use natural or recycled rubbers, but they wouldn’t even engage in the conversation (probably because they want to minimize input costs).

Frustrated with Margom’s refusal to change for the sake of the planet, we found a more modern and innovative sole manufacturer, which is also located in Italy. For the Capri 2.0, we worked closely with this new manufacturer to develop a custom Capri sole. Not only is it made with responsibly sourced natural rubber and recycled rubber, but it’s also more comfortable and durable than Margom’s. All in all, the new Capri sole is better than ever.

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.

We want to help you find your perfect size. That's why on each product page, we provide a sizing recommendation & a size guide specific to that shoe. For most items we suggest getting your true full size.

We generally do not offer custom sizes. That said, many of our shoes are available in extended sizes such as 14 and 15. Our bestselling Capri sneaker is available in a wide fit, too. If you have any additional questions, please email [email protected] or message us through our live chat.

Koios are built to endure frequent wear for years, but eventually they’ll arrive at the end of their lifecycle. We developed Koio Recycling to ensure the environmental impact of your shoes remains low even after they’ve reached this point. To recycle your Koios, just follow these three simple steps:

1. Email us at [email protected] when you feel your Koios have reached the end of their lifecycle.
2. Using the pre-paid shipping label we send you, pack up your Koios and send them back to us—we’ll deconstruct them and send both recyclable and non-recyclable components to the proper facilities.
3. Receive a reward of $50 toward your next pair of Koios, so you can enjoy several more years of style and comfort.

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

Yes, we do offer gift cards! You can purchase a gift card here.

You can redeem your gift card online by entering your unique gift card code into at the right side of the checkout page where it reads: “Gift Card or Promo Code.” To redeem your gift card in a Koio store, present the digital gift card to the store associate at checkout.

At this time we do not offer gift receipts. That said, if you gift someone a pair of Koios, they can still return or exchange them.* They’ll need your email address, order number, shipping zip code, and name in order to return or exchange their order.

*Applies only to domestic exchanges.

TryNow brings the store to your door.

1. Choose items to try. You'll see an authorization on your card, but you'll only pay for what you keep.
2. Try at home. Your trial starts when your items arrive.
3. Easy returns. Only pay for what you keep.

You can only use a credit or debit card to check out with TryNow at this time.

Yes! Valid discount offers apply to both traditional and TryNow purchases.

TryNow tracks the package and starts the trial upon delivery, at which point you'll receive a notification from TryNow. Note: if your order is shipped in multiple packages your Trial will start when the first package is delivered; you can also extend your trial by emailing our customer experience team to request an extension.

You may reach out to our customer experience team to request a 1-3 day trial extension.

You can go through our regular returns process here.

Similar to a hotel or rental car company, TryNow authorizes your card to ensure you have the funds available. When you checkout, an authorization for the full amount of your order is placed on your card to reserve funds if you choose to keep your items. An authorization is not the same as a charge in that our systems are strictly ensuring that the card that was provided at checkout is both valid and has the appropriate funds available to cover the cost of any items kept in the future.

TryNow will not charge you for any items until the end of your trial. We do place an authorization on your card for the total amount of your order. This is how we ensure that funds can be captured for items you keep -- it’s just like a hold that hotels or rideshare apps use, and it helps protect us against fraud. The way authorizations display on your statement varies by bank. Typically, authorizations are labeled as “pending” or they will not have a date associated with the charge, indicating that the charge has not yet been posted.

TryNow will charge and close your order after your trial + several days for any returns to process. At that point, the authorization will drop and you’ll be charged for the items you kept. Depending on your bank, it can take up to 24-48 hours for your statement to update.