HELP CENTRE

Whatsapp
Monday-Friday
9am-5pm
or
Email
help@koifootwear.com

We want you to be completly satisfied with your purchase! if not, we're here to help.


 

 Returns

All returned items must be unworn and in their original condition within 28 days, in order for a return to be processed. If this is not the case, we cannot guarantee your return will be accepted.

Return postage is charged at £2.99 this is to cover the cost of processing, please keep receipts for your postage and kindly add a note with the reason you are returning the and a brief description of the fault.

We kindly request you do not use the use the shoe box as outer packaging as it may become damged in transit and effect your return.

Please be aware are unable to accept returns on jewellery for hygiene reasons.

Once we have received and processed your return, you will receive a refund by the same method as you paid. Please note refunds can take between 5-10 days this can vary depending on your bank or card issuer.
Our products have a 6 month warranty for manufacturing faults.
Please contact the customer service team on help@koifootwear.com if you need any further assistance.

United Kingdom

ROYAL MAIL POST OFFICE

1. To return online via Royal Mail, go to www.royalmail.com/track-my-return/create/1969.
2. You will then be taken to the Royal Mail website or your account
      1.) Select the shape of your parcel
      2.) Select the size of your parcel
      3.) Fill in your order number
      4.) Select the reason for return
      5.) Fill in your details

3. Please write a note in the parcel as to why you are returning the items to us.
4. You can then choose to either have the parcel collected from you, or you can drop it off yourself

5. Make sure to keep hold of your postage receipt!

 

If you wish to return the parcel by yourself, please return your parcel to the following address:

UNION WORKS

BACUP ROAD

RAWTENSTALL

ROSSENDALE

BB4 7LN

UK

If you require any further assistance, please contact Help@koifootwear.com

 
  • International
  • Unfortunately, we are unable to cover the cost of international returns and the price may vary depending on the size and weight of your parcel.
  •  

In order to receive your refund please return your order to the following address:

UNION WORKS

BACUP ROAD

RAWTENSTALL

ROSSENDALE

BB4 7LN

UK

 

FAQ

1. How long will my refund take to process?


  • Once we have recieved your order to be processed, a refund will be issued back to you.
    Please note it can take up to two weeks to process due to our increased volumes of traffic however we will endeavour to keep you informed on the status of your return.

2. Can you refund to another account?

Refunds are typically returned to the orignial method of payment due to our company policies, anti fraud regulations and financial industry rules.
 

3. Where is my order?

Once you have placed an order you will receive an order notification letting you know we have received your order.

When your order has been shipped a notification will be sent to you confirming your order is on its way.

When your UK order is with the carrier, the carrier will send you notifications to let you know when they will deliver this to you.

4. My item is out of stock what should I do?

If you are unable to purchase an item as it is not availible online please use the "sign up" option and we will notify you when the item is back in stock.
On occasion we may encounter an inventory error, this may result in your order being sent incomplete. We will endeavour to notify you as soon as possible and process your refund.

5. Can I cancel my order?

If an item has already been fulfilled and shipped we are unable to cancel the order, you can follow our return guidelines for more information on sending your order back. 

6. My item is faulty what should I do?

All our footwear is issued with a 6 month warranty for manufacturing faults, this covers defects in materials or craftmanship.
PLEASE NOTE: General wear and tear , accidental damage, misue or issues arising from not following care instructions are not covered by our warranty.
Proof of purchase and images may be requested.

7. Do you provide replacement embellishments?



PLEASE EMAIL HELP@KOIFOOTWEAR Regarding spares and replacements

8. Can I change the size after my order?

Unfortunatly we are unable to adjust sizing after the order has been processed, we would advise you return the unsuitible shoes to us and reorder in the correct size

9. What happens with duties and tax?

Import duties are taxes imposed by a goverment on goods brought into a country,
We endeavor to pay all duties and taxes where we can, however for some countries this is not possible.
Please see link here to see specific countries:
Delivery Information | Koi Footwear – KOI footwear

10. What size am I?

For more infomation about sizing please click below
Sizing Infomation

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