we want you to be completly satosfied with your purchase if not, we're here to help.
contact us
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9am - 5pm
KOI SUPPORT
USA EARTHLINGS: DUE TO CHANGES IN USA LAW, ALL USA SHIPMENTS MAY BE SUBJECT TO DUTIES UPON ARRIVAL TO THE USA.
HOW CAN I FIND RETURNS INFORMATION?
please head to our returns page FOR INFORMATION ON HOW TO RETURN YOUR ORDER AND ANY FAQS.
HOW WILL I RECIEVE MY REFUND?
If you paid using a credit or debit card, the refund will be processed back to the same card. Similarly, if you used PayPal or another online payment service, the refund will be credited to your respective account.
This is because refunds must typically be issued to the original payment method used at the time of purchase, ensuring compliance with financial regulations and safeguarding against fraud. This process also helps maintain a clear and secure record of the transaction.
HOW LONG WILL IT TAKE ME TO RECIEVE MY MONEY IN MY BANK?
Once it arrives back at our warehouse, we’ll issue a refund. Refunds generally take up to 21 days—14 days for the return and processing, plus up to 7 days for bank processing.
RETURNING WITH A CLEARPAY/KLARNA PURCHASE?
If you have purchased using Clearpay/Klarna and are waiting on a refund please note:
You can pause your payment or delay until the your refund has been actioned.
Please contact Clearpay/Klarna for more information regarding this.
You can pause your payment or delay until the your refund has been actioned.
Please contact Clearpay/Klarna for more information regarding this.
CAN I CANCEL OR EDIT MY ORDER?
Once an order is placed, our team begins processing it right away, which means we're unable to make changes to it. If
needed, you can place a new order or return any unwanted items once they arrive.
WHY WASN'T MY PARCEL DELIVERED, AND WHAT HAPPENS NEXT?
If the carrier couldn’t deliver your parcel (perhaps because no one was available or due to access issues), it will typically be returned to us. Once it arrives back at our warehouse, we’ll issue a refund.
Refunds generally take up to 21 days.
14 days for the return and processing.
plus up to 7 days for bank processing.
MY ITEM HAS ARRIVED FAULTY!
Faulty/defective items are protected under our 6 month warranty and are eligible for replacements within 6 months from order delivery date.
We will not accept returns requests outside of this timeframe.
Please note this does not cover regular wear and tear.
to return faulty products or
you can contact our customer service team for advice.
HELP@KOIFOOTWEAR.COM
MY DISCOUNT CODE DOESN'T WORK?
We are unable to manually add a discount code after your have placed your order,
however you can use your discount code on your next purchase, if the code is still valid.
PLEASE NOTE:- COLLABORATIONS/PRODUCTS ALREADY ON PROMOTION ARE NOT ELIGIBLE FOR DISCOUNTS.