Help EU Right of Withdrawal
Shopping from the EU?You've got 14 days.
EU law gives you the right to withdraw from your order within 14 days of receiving it, no reason needed. Here's exactly how to use it.
Withdraw from your order here
Fill in your details, check them on the next screen, and confirm. You'll get an email confirming we've received your withdrawal.
Please fill in your name, a valid email, and your order number.
Prefer another route? Email us or WhatsApp us instead.
Confirm your withdrawal
One last look. By confirming, you're telling us you withdraw from this order.
That didn't send. Please try again, or use the email route below.
Trouble with the form? Send it by email instead.
Withdrawal received
Done. We've got it, and a confirmation is on its way to your email. If your order has already arrived, post it back within 14 days and keep your proof of postage. If it hasn't shipped yet, sit tight, we'll cancel and refund it.
How it works
The clock starts the day you (or someone you've nominated) receive the goods. Ordered several items that arrive separately? It starts when the last one lands.
Post them back within 14 days of telling us, at your own cost. Use a tracked service and keep your proof of posting.
We process your refund within 14 days of receiving the goods back (or your proof of postage), to your original payment method.
The detail, kept honest
What the right does and doesn't cover:
You don't have to use the form. Email help@koifootwear.com with your name, address, order number, and a clear statement that you're withdrawing from the order. We'll confirm by email.
Withdraw before your order leaves the warehouse and there's nothing to send back, we simply cancel and refund in full.
You can check items the way you would in a shop. Items showing wear can be refused under our standard returns policy, and on a withdrawal, value lost through handling beyond what a shop would allow can be deducted from your refund. Keep them unworn outdoors, with the box.
The 14-day right of withdrawal applies to consumers in the EU. Wherever you are, our 28-day returns still apply, so you're never worse off.
Got a faulty item? That's not a withdrawal, that's on us. Our Warranty covers genuine faults for six months, and it works alongside this right, not instead of it.
This page describes the right of withdrawal under EU consumer law (Directive 2011/83/EU, as amended). It sits alongside, and doesn't limit, your other statutory rights or our standard returns policy.
Change your mind freely. That's the point.
Not sure if it applies to you?
Monday–Friday, 9am–5pm (BST). Real humans, no scripts.