Help
Shipping & Returns
Everything you need to know about getting your order to you, and sending it back if it's not quite right.
Tracking your order
Once you order, our team picks and packs your parcel, and you'll get a confirmation email with a tracking number so you can follow it every step of the way.
When we dispatch
Once you order, our team picks and packs your parcel, and you'll get a confirmation email with a tracking number so you can follow it every step of the way.
Choosing your delivery
Once you order, our team picks and packs your parcel, and you'll get a confirmation email with a tracking number so you can follow it every step of the way.
Order running late, marked delivered but not arrived, missing, or wrong address entered? It's all in our FAQ.
Delivery destinations & rates
United Kingdom
Ireland
United States (Mainland) *
Canada
Europe
Australia * & New Zealand *
America *
Rest of the World *
Countries marked with * are responsible for covering their own duties, taxes, and any associated charges. KOI will not be held liable for these costs under any circumstances.
We get it. Sometimes a style just isn't quite right, and that's okay.
UK returns: a £2.99 fee is deducted from your refund · Original shipping is non-refundable
Item Condition
To be accepted, items must be unworn, in original condition and in our original packaging.
- We recommend trying your shoes on indoors, on a clean surface, to check the fit.
- Items returned with signs of wear can't be accepted.
- If a return doesn't meet our policy conditions, we may be unable to refund or return the item to you.
- Please check the guidelines before sending the item back.
Packaging
Please don't use the shoe box as outer packaging. Place it inside another bag or box.
Damaged boxes may result in a £5.00 charge to replace the box.
Processing Time
Once your parcel shows as "Delivered", allow 7 working days for inspection and refund processing.
International processing times may vary.
Need a hand?
Still have a question about your return? Head to our help center and we'll point you in the right direction.
Returning from outside the portal? (some countries return manually)
We're currently unable to provide access to our online returns portal for the following countries:
If you're returning an item from any of these locations, your return will need to be processed manually. Please send your items back to:
Unit B,
93 Atlantic St,
Broadheath,
WA14 5EW
We apologise for any inconvenience and thank you for your understanding.