Returns

We hope it’s love at first try, but, hey! If you’re not totally compatible - don’t worry, we get it, these things happen.

We accept returns within 28 days after the item(s) are received

The shoes must be unused, and come with all original packaging

The total order value (including shipping) will be refunded unless:

  • You return part of the order, in this case the shipping will not be refunded (For example, if 2 pairs are ordered, and 1 is returned).
  • If you chose a delivery option other then standard (the standard shipping charge will be refunded, and not the extra cost for special delivery) 

 

UNITED KINGDOM

We have 2 free and easy return options:

 

1. ASDA STORES

You can return your parcels at over 600 Asda stores in the UK

1. Fill in the returns form (included in each parcel) and place inside.

2. Each order will come with an ASDA TOYOU returns label, please attach this label to your parcel. (If you don't have a label, visit the ASDA website here to print a label at home or you can print one in store).

3. Take your labelled parcel to your closest ASDA, and to the ASDA TOYOU signposted returns point or hand the parcel to an ASDA employee (remember to include your returns note!)

4. Remember to keep hold of your receipt until you have received the refund

 

2. ROYAL MAIL POST OFFICE 

1. Fill in the returns form (included in each parcel) and place inside.

2. Inside each parcel is also a Royal Mail returns label, you can attach this to the outside of the parcel (remember to include your returns note inside)

3. Take the parcel to any Royal Mail Post Office and hand it to the counter.

4. They will scan the parcel and give you a receipt as proof of postage, please keep this receipt until your refund is with you - this is important!

 

Please allow up to 16 working days for the return to be processed.

 

UNITED STATES

You can return your order within 28 days of receiving your order for a full refund.

To return an item, you simply post it to the below address:

wnDirect – Koi Footwear
Zipx Package Service
Dept # 97 8401 NW 17 Street Doral, Florida 33191
Doral, Florida 33191
United States

 

 

EUROPE

If you live anywhere in Europe, and wish to return an order, please send an email to: help@koifootwear.com and include the following:

  • Order number
  • The country you are returning from
  • Reason for return

We have return centres all across Europe and will advise the best possible solution based on your location, alternatively you can directly post the shoes back to the address below.

 

Please remember to keep any postage receipts, and to fill the returns form and place it inside the order when returning.

 

 

REST OF THE WORLD

You can return your order within 28 days of receiving your order for a full refund.

To return an item, you simply post it the below address:

 

TORQUE LOGISTICS - KOI FOOTWEAR

STANDBRIDGE LANE

KETTLETHORPE

WAKEFIELD

WF2 7YY

 

Unfortunately, the return will be at your cost.

Please remember to fill out the returns form inside the parcel

Please note, returns outside of the UK could take up to 21 days to process due to the delivery times.

For any further assistance please email us at: help@koifootwear.com and state your order number in the message or subject and we will do our best to help :) 

 

CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

Unfortunately we are unable to offer exchanges, our best advice would be to return for a refund, and then place another order for the correct size