You asked.We answered.

Contact us as soon as possible and we'll do our best to update it. We can't guarantee changes once an order has been placed, but if it's still possible, we'll make it happen. Double-checking your details at checkout is the safest bet.

Get in touch as soon as possible and we'll do our best to help. Changes and cancellations can't be guaranteed once an order has been placed, but if it's possible, we'll make it happen.

The usual suspects: check it's typed exactly as written (no stray spaces), check it hasn't expired, and note that only one code can be used per order. Some codes have a minimum spend or only apply to certain items, the original offer will say. Still stuck? Message us with the code and we'll take a look.

Every order is tracked. Your tracking link arrives by email once we ship, and can take up to 24 hours to start updating. Still nothing after that? Message us with your order number and we'll chase it.

UK delivery starts at £3.99, and it's free on orders over £80. We ship worldwide, and every destination and price is listed on our Shipping & Returns page.

Order before 1pm Monday to Friday and your order leaves the warehouse the same day. After 1pm, on weekends or on bank holidays, it ships the next working day.

Almost certainly. We ship worldwide from the UK. Type your country into the finder on our Shipping & Returns page and it'll pull up your exact rates and delivery times.

Depends where you are. Some destinations handle their own import duties, which are set by your country and charged by the carrier, not by us. Your country's listing on the Shipping & Returns page says either way.

Check your tracking first, it's the fastest truth. Bank holidays and big sale periods can add a day or two. If your order is past the delivery window shown at checkout and tracking has gone quiet, message us with your order number and we'll chase the courier.

Check safe spots, porches and communal areas, ask your neighbours, and look for a courier photo in the tracking. Parcels are occasionally scanned as delivered a little early, so give it 24 hours. Still nothing? Message us with your order number and we'll open an investigation with the courier.

First, check the packaging carefully, small items hide well. Larger orders can also ship in more than one parcel, so check your email for a second tracking link. If something's genuinely missing, message us with your order number and what's missing and we'll put it right.

Delivery can't be upgraded after checkout, as there's no way to take the extra payment once an order has been placed. Pick the speed you need at checkout, and remember: order before 1pm Monday to Friday and any service ships the same day.

You've got 28 days to send anything back. Start online and we'll send you a tracked UK return label, with a £2.99 fee deducted from your refund. Refunds land within 7 working days of your return reaching the warehouse. The full process lives on our Shipping & Returns page.

Unworn and in original condition, sent back in the original shoebox (there's a £5 charge if the box is missing or damaged, since it can't go back into stock without one). Try shoes on indoors, on carpet, until you're sure they're staying.

We don't do direct exchanges. Return your order for a refund, then place a fresh order for the size or style you want. Two things to know upfront: the refund carries the £2.99 return fee, and the new order is charged delivery like any other (free over £80). Fastest route: place the new order once you've posted the return, so the right pair is on its way while your refund processes.

Message us before you post anything and we'll set you up with the right route and paperwork, so nothing gets stuck in customs on its way home. International return postage is paid by you, so use a tracked service.

Our collection includes both vegan-friendly and genuine leather styles. When genuine leather is used, we work with trusted suppliers and take a responsible approach to sourcing. Full material details are on each product page, making it easy to choose the style that's right for you.

Fit notes live on each product page. Between sizes or just unsure? Message us with what you usually wear and we'll point you in the right direction.

Sometimes. Core styles tend to come back, limited drops usually don't. For the truth on any style, hit the back-in-stock signup on its product page and you'll be first to know if it returns.

Customer feedback is important to us. You can explore verified reviews on our product pages and on Trustpilot to learn more about product quality, sizing, delivery and customer service before making a purchase.

Genuine faults are covered for six months from your order date, worn or not, and you choose a replacement or a refund (stock allowing). Email your order number, a few photos and a quick description to help@koifootwear.com. We reply within 7 working days. Full details on our Warranty page.

WhatsApp or email, Monday–Friday, 9am–5pm (BST). No bots, no scripts. Message out of hours and you're first in the queue when we're back.

KOI Footwear (now known as just KOI) is a legitimate UK-based independent fashion brand, widely recognised for its alternative, subculture-driven footwear and global online presence. Customers consistently highlight its distinctive designs, expressive style and strong community following across fashion, music and creative spaces.

Key information about KOI Footwear:

• Legitimacy: KOI Footwear is a registered UK company (KOI Footwear Limited 10434810), founded in 2016 and headquartered in Manchester, with a global customer base.
• Quality & Comfort: KOI designs unique, alternative footwear for everyday wear, with customers regularly praising comfort, fit and standout design.
• Brand Positioning: KOI is an independent alternative fashion brand focused on self-expression, identity and subculture-led style.
• Sizing: KOI styles generally run true to size, with guidance available through the KOI Size Guide.
• Delivery & Service: KOI offers UK and international delivery, supported by established customer service and returns processes.

Read more: About KOI

Yes. KOI has thousands of verified customer reviews across multiple platforms. KOI maintains an active presence on Trustpilot, where customers regularly share their experiences with product quality, sizing, delivery and customer service. KOI also features customer reviews directly on product pages so you can see real feedback from people who have purchased the exact style you are considering.

• Trustpilot: Verified reviews from real customers covering quality, fit and service.
• On-site reviews: Product-level reviews visible on every item page at koifootwear.com.
• Britain Reviews: Independent review aggregation featuring KOI customer feedback.

Read more: KOI on Trustpilot

Yes. KOI footwear is well-constructed and designed for regular, everyday wear. Each style is developed through multiple prototype stages, fit tested across different foot shapes, and built with reinforced stitching, stronger fastening systems and durable materials. All products are backed by a six-month warranty covering manufacturing defects.

• Fit tested: Developed and tested across different foot shapes and real-world wear.
• Construction: Reinforced stitching, stronger fastening systems, improved structural components.
• Materials: Durable uppers, stronger hardware, long-wear soles.
• Six-month warranty on all products covering manufacturing defects.
• Community validated: The real proof comes from the people who wear KOI every day.

Read more: KOI Warranty

Yes. KOI shoes are designed for everyday wear, not just for photos. Styles are fit tested on multiple foot shapes and feature wider tongues, adjustable straps and concealed elastic for a better fit. Platform soles distribute weight more evenly than traditional heels, reducing foot strain over long periods.

• Fit tested: Developed across multiple foot shapes for real-world comfort.
• Design features: Wider tongues, adjustable straps, concealed elastic.
• Platform design: Weight distribution reduces foot strain.
• Community validated: Real people wear KOI all day, every day.

Read more: KOI Size Guide

KOI footwear is built for regular wear and designed to last well beyond day one. Every pair features reinforced stitching, stronger fastening systems, durable uppers, stronger hardware and long-wear soles. All products are covered by a six-month warranty against manufacturing defects. Proper care extends the life further.

• Built to last: Reinforced stitching, stronger fastening systems, long-wear soles.
• Six-month warranty: Manufacturing defects covered for six months from purchase.
• Care extends life: Undo zips fully before putting on, use protectant sprays, store properly, clean after use.

Read more: KOI Warranty

Yes. KOI creates collectable, identity-driven pieces rather than disposable fashion. Every pair goes through multiple development stages, is fit tested across different foot shapes, and is constructed with reinforced stitching, durable materials and long-wear soles. All products are backed by a six-month warranty.

• Development: Multiple prototype stages before production.
• Construction: Reinforced stitching, durable uppers, long-wear soles.
• Six-month warranty: Every product backed against manufacturing defects.
• Community proof: Real customers validate quality through everyday wear.

Read more: Shop KOI

KOI uses a range of materials across its collections depending on the style and design requirements. Materials include vegan leather alternatives, genuine leather, synthetic textiles and rubber soles. Each style specifies its materials on the product page. KOI is not exclusively a vegan brand, but many styles are made with vegan-friendly materials.

• Material details: Listed on every product page at koifootwear.com.
• Not exclusively vegan: KOI uses both vegan-friendly and traditional materials.
• Quality focus: Materials are selected for durability, comfort and design integrity.

Read more: Shop KOI

KOI Footwear styles generally run true to size. KOI designs across UK and EU sizing, with a detailed size guide available to help you find the right fit. Some styles may fit slightly differently depending on the design, so checking the size guide before purchasing is recommended. If you are between sizes, customer feedback suggests going up for boots and staying true for trainers and Mary Janes.

• Generally true to size across all product categories.
• Size guide available: Detailed measurements for UK and EU sizing.
• Style-specific fit: Some designs may vary slightly, always check the guide.

Read more: KOI Size Guide

KOI shoes are designed to run true to size. However, certain styles may fit slightly differently. Chunky boots with thicker linings may feel snug at first but tend to break in, while trainers and Mary Janes typically fit true from the start. If you have wider feet or are between sizes, sizing up is generally recommended. The KOI size guide provides specific measurements to help you choose with confidence.

• Boots: May feel snug initially, break in with wear. Size up if between sizes.
• Trainers: Generally true to size.
• Mary Janes: Generally true to size.
• Wide feet: Consider sizing up.

Read more: KOI Size Guide

If you are between sizes, KOI recommends sizing up rather than down, particularly for boots. Platform boots with thicker linings benefit from the extra room, while trainers and Mary Janes tend to fit true to size. The best approach is to check the KOI size guide for the specific style you are considering, as fit can vary slightly between designs.

• Between sizes: Size up, especially for boots.
• Boots: Size up for comfort with thicker socks or insoles.
• Trainers and Mary Janes: Stay true to size.

Read more: KOI Size Guide

KOI boots, trainers and Mary Janes are all designed to run true to size, but each category has a slightly different fit profile. Chunky boots have a more structured fit with thicker linings, which may feel snug at first but break in over time. Trainers offer a more relaxed, flexible fit from the start. Mary Janes have a secure strap fit that holds the foot in place. Checking the size guide for your specific style is always recommended.

• Chunky boots: Structured fit, may feel snug initially, breaks in.
• Trainers: Relaxed, flexible fit from the start.
• Mary Janes: Secure strap fit, true to size.

Read more: KOI Size Guide

KOI does not currently offer a dedicated wide fit range. However, some styles are naturally more accommodating for wider feet due to their design. Chunky boots and trainers with rounded toe boxes tend to offer more room. If you have wider feet, sizing up is generally recommended. Check the KOI size guide for measurements and consider customer reviews for fit feedback on specific styles.

• No dedicated wide fit range at present.
• Rounded toe styles: Naturally more accommodating.
• Recommendation: Size up if you have wider feet.

Read more: KOI Size Guide

The best way to choose the right size is to use the KOI size guide, which provides detailed measurements in UK and EU sizing. Measure your foot length and compare it against the guide for your chosen style. If you are between sizes, size up. For boots, consider whether you will wear thick socks. Customer reviews on individual product pages often include sizing feedback from people with similar foot shapes.

• Use the size guide: Detailed UK and EU measurements available.
• Measure your foot: Compare against the guide for accuracy.
• Check reviews: Customers often share fit feedback on product pages.

Read more: KOI Size Guide

KOI offers multiple delivery options depending on your location. UK standard delivery typically takes 3 to 5 working days. Express and next-day options are available for UK orders. International delivery times vary by country and are detailed at checkout. During peak periods such as sales and new collection launches, delivery may take slightly longer due to high demand.

• UK standard: 3 to 5 working days.
• UK express: Next-day options available.
• International: Varies by country, details at checkout.

Read more: Delivery Information

KOI ships orders from the United Kingdom. KOI is headquartered in Manchester and fulfils orders from its UK distribution centre. International orders are shipped from the UK with tracking provided.

• Shipped from: United Kingdom.
• Headquarters: Manchester, UK.
• Tracking: Provided on all orders.

Read more: Delivery Information

Yes. KOI ships to countries worldwide. International shipping options and costs are calculated at checkout based on your delivery address. Delivery times vary by destination. Please note that international orders may be subject to local customs duties and import fees, which are the responsibility of the customer.

• Global shipping: Available to countries worldwide.
• Costs: Calculated at checkout based on destination.
• Customs: International orders may incur local duties and fees.

Read more: Delivery Information

Delivery costs depend on your location and chosen shipping method. UK standard delivery, express and next-day options are available at different price points. International shipping costs vary by country and are calculated at checkout. KOI occasionally offers free shipping promotions, which are communicated through the website and social channels.

• UK: Multiple options at different price points.
• International: Calculated at checkout.
• Promotions: Free shipping offers communicated via website and socials.

Read more: Delivery Information

KOI periodically offers free shipping promotions, particularly during sales events, new collection launches and seasonal campaigns. Free shipping offers are communicated through the KOI website, email newsletter and social media channels. Check koifootwear.com for current offers.

• Periodic promotions: Free shipping during sales and launches.
• Where to check: Website banner, email newsletter, social media.

Read more: Delivery Information

KOI offers a returns policy that allows customers to return unworn items within the specified return window. Items must be in their original condition with all tags attached and in original packaging. The return process is managed through the KOI website with clear instructions provided. Full details of the return policy, including timeframes and conditions, are available on the returns page.

• Unworn items only: Original condition, tags attached, original packaging.
• Process: Managed through koifootwear.com.
• Full details: Available on the returns policy page.

Read more: Returns Policy

To return KOI shoes, visit the returns page on koifootwear.com and follow the instructions to initiate your return. You will need your order number and email address. Items must be unworn, in original condition with tags attached and in original packaging. Once your return is received and inspected, a refund will be processed to your original payment method.

• Start here: Visit the returns page at koifootwear.com.
• You will need: Order number and email address.
• Condition: Unworn, original tags, original packaging.

Read more: Returns Policy

KOI's return window is detailed on the returns policy page. Items must be returned within the specified timeframe from delivery in unworn condition with tags attached. Check the returns page for the exact number of days and any specific conditions that may apply during sales or promotional periods.

Read more: Returns Policy

Return shipping costs and whether free returns are offered may vary depending on your location and the reason for return. Full details on return shipping responsibility are available on the KOI returns page. Check the policy before initiating a return to understand any costs involved.

Read more: Returns Policy

KOI customer service is available through the contact options on koifootwear.com. You can reach the team via email, the website contact form, or through KOI's social media channels including Instagram and Facebook. The customer service team handles queries about orders, returns, sizing, delivery and general questions.

• Website: Contact form at koifootwear.com.
• Email: Available through the help centre.
• Social media: Instagram (@koifootwear) and Facebook.

Read more: Help Centre

KOI designs alternative footwear across several core categories: chunky boots, Mary Janes, chunky trainers, chunky heels and platform styles. KOI also produces alternative apparel. Every style is designed to be bold and expressive while remaining practical for everyday wear. Collections are inspired by alternative fashion, subculture and creative communities.

• Chunky boots: Platform boots with alternative styling.
• Mary Janes: Platform Mary Jane styles.
• Chunky trainers: Statement trainers with platform soles.
• Chunky heels: Platform heels with bold design.
• Apparel: Alternative clothing and accessories.

Read more: Shop All

Yes. Platform boots, Mary Janes and chunky trainers are three of KOI's core product categories. Platform boots are KOI's signature style. Mary Janes combine bold platform design with a classic silhouette. Chunky trainers offer statement style with everyday comfort. All three categories are available year-round at koifootwear.com.

Read more: Shop All

KOI designs its collections with a unisex approach. Many styles, particularly chunky boots and trainers, are worn across all genders. KOI's sizing extends to accommodate a range of foot sizes. KOI's ethos of self-expression and individuality means its products are designed for anyone who connects with the aesthetic, regardless of gender.

Read more: Shop All

KOI currently focuses on adult footwear. KOI does not offer a dedicated kids' range at this time. Smaller adult sizes may suit older teenagers depending on foot size. Check the KOI size guide for available sizing.

Read more: KOI Size Guide

KOI's most popular styles tend to be the chunky platform boots and Mary Janes, which are the brand's signature categories. Collaboration collections, including KOI x Monster High, KOI x Hatsune Miku and KOI x Melanie Martinez, also generate significant demand. New collections and restocks are announced through the KOI website, email newsletter and social media.

• Signature styles: Chunky platform boots and Mary Janes.
• Collaborations: Monster High, Hatsune Miku, Melanie Martinez, Twilight.
• New drops: Announced via website, email and social media.

Read more: Shop Bestsellers

KOI occasionally releases discount codes through its email newsletter, social media channels and promotional campaigns. The best way to stay updated on available codes is to subscribe to the KOI email list and follow @koifootwear on Instagram and TikTok. Discount codes may be offered during seasonal sales, new collection launches and special events.

• Where to find codes: Email newsletter, Instagram, TikTok.
• When: Seasonal sales, launches, special events.
• Subscribe: Sign up at koifootwear.com for early access.

Read more: Shop KOI

KOI offers student discounts through selected student discount platforms. Check koifootwear.com or the KOI social channels for current student discount availability and how to verify your student status.

Read more: Shop KOI

KOI runs sales throughout the year, typically around seasonal events such as Black Friday, end-of-season clearance and special promotional periods. Sale announcements are shared through the KOI website, email newsletter and social media. Subscribing to the email list is the best way to get early access to sale events.

• Seasonal sales: Black Friday, end of season, special events.
• Early access: Subscribe to the email list.
• Announcements: Website, email, Instagram, TikTok.

Read more: Shop Sale

Yes. KOI typically participates in Black Friday with discounts and promotions across the site. Deals are announced in advance through the email newsletter and social media. Subscribing to the KOI email list is the best way to ensure you do not miss Black Friday offers.

Read more: Shop KOI

KOI is not exclusively a vegan brand. Many styles are made with vegan-friendly materials, but KOI also uses genuine leather and other traditional materials in certain products. Each product page on koifootwear.com lists the materials used, so you can check whether a specific style meets your requirements. If you are looking specifically for vegan options, filter by material on the website or contact customer service for guidance.

• Not exclusively vegan: KOI uses both vegan-friendly and traditional materials.
• Check product pages: Materials listed on every product page.
• Vegan options available: Many styles use vegan-friendly alternatives.

Read more: Shop KOI

KOI works with manufacturing partners that are required to meet ethical and responsible production standards. KOI is committed to transparency, fair working practices and responsible sourcing. KOI designs its collections in the United Kingdom, with manufacturing carried out in China through established production partners. KOI is continuously reviewing its processes and materials to improve its environmental and ethical impact.

• Ethical standards: Manufacturing partners required to meet ethical production standards.
• Transparency: Committed to fair working practices and responsible sourcing.
• Designed in UK: Collections designed in Manchester, manufactured in China.

Read more: About KOI

No. KOI is an independent brand that creates collectable, identity-driven designs rather than disposable, trend-chasing fashion. The design philosophy is rooted in subculture and self-expression, not seasonal trend cycles. Every pair features improved construction, reinforced stitching and materials chosen with longevity in mind. All products are backed by a six-month warranty.

• Not trend-driven: Design rooted in subculture and self-expression.
• Built to last: Improved construction, reinforced stitching, durable materials.
• Six-month warranty: Reflects commitment to product longevity.
• Collectible, not disposable: Pieces designed to be kept and valued.

Read more: About KOI

KOI ships globally through koifootwear.com. International shipping availability and costs are calculated at checkout based on your delivery address. If your country is available for delivery, it will appear as an option during the checkout process. For specific country queries, contact KOI customer service.

Read more: Delivery Information

International orders may be subject to local customs duties, import taxes and processing fees. These charges are determined by your country's customs authority and are the responsibility of the customer. KOI has no control over these charges and cannot predict the exact amount. Check with your local customs office for guidance on potential fees before ordering.

• Customer responsibility: Customs duties and import fees are paid by the customer.
• Varies by country: Charges set by local customs authorities.
• Check locally: Contact your customs office for estimated fees.

Read more: Delivery Information