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Warranty
Every KOI pair is built to last. If something's genuinely not right, we'd always rather put it right than hide behind small print.
6-month cover on manufacturing faultsWhat's covered
Manufacturing faults and material defects, for up to 6 months from your date of purchase, when bought directly from us or through an official sales channel. A genuine fault is covered whether or not you've worn the shoes.
- Faulty stitching or glue separation
- Broken zips, eyelets, or hardware faults that affect wearability
- Manufacturing flaws in materials or construction
You'll need your KOI order number to qualify. Can't find it? We can look it up in our system.
How to make a claim
If your request meets our warranty criteria, we'll offer a replacement or refund, depending on product availability.
A few things we can't cover
We're a small team and want to be straight with you about the limits:
- General wear and tear from regular use
- Discomfort or sizing issues once shoes have been worn
- Extra damage caused by continuing to wear an item after a fault appeared
- Damage from misuse, neglect, or unauthorised alterations
- Items bought via resale, third-party retailers, or sample/sale events
A quick note on fit: once shoes have been worn, we can't take them back for sizing or comfort, since they can't go back into stock. If a pair doesn't feel right straight out of the box, get in touch before wearing them outdoors. This is separate from faults, which are covered whether you've worn them or not.
This warranty sits on top of your legal rights, it doesn't replace them. In the UK, your rights under the Consumer Rights Act 2015 still apply.
Something gone wrong with your KOI? Talk to us.