Introduction

 

Welcome to Koi Footwear Limited's privacy policy.

 

Koi Footwear Limited respects your privacy and is committed to protecting your personal data. This privacy policy will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

 

This privacy policy is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary to understand the meaning of some of the terms used in this privacy policy.

 

1. IMPORTANT INFORMATION AND WHO WE ARE

2. THE DATA WE COLLECT ABOUT YOU

3. HOW IS YOUR PERSONAL DATA COLLECTED?

4. HOW WE USE YOUR PERSONAL DATA

5. DISCLOSURES OF YOUR PERSONAL DATA

6. INTERNATIONAL TRANSFERS

7. DATA SECURITY

8. DATA RETENTION

9. YOUR LEGAL RIGHTS

10. GLOSSARY

Purpose of this privacy policy

 

This privacy policy aims to give you information on how Koi Footwear Limited collects and processes your personal data through your use of this website, including any data you may provide through this website when you sign up to our email list, purchase a product or take part in a competition.

 

This website is not intended for children and we do not knowingly collect data relating to children.

 

It is important that you read this privacy policy together with any other privacy policy or fair processing policy we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements other notices and privacy policies and is not intended to override them.

 

Controller

 

KOI FOOTWEAR LIMITED is the controller and responsible for your personal data (collectively referred to as "Company", "we", "us" or "our" in this privacy policy).

We have appointed a data protection officer (DPO) who is responsible for overseeing questions in relation to this privacy policy. If you have any questions about this privacy policy, including any requests to exercise your legal rights, please contact the DPO using the details set out below.

 

Contact details

 

If you have any questions about this privacy policy or our privacy practices, please contact our DPO in the following ways:

Full name of legal entity: KOI FOOTWEAR LIMITED

 

Email address: dataprotection@koifootwear.com

 

Postal address: 2-16 Charter Street, Manchester M3 1LY

 

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK regulator for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

 

Changes to the privacy policy and your duty to inform us of changes

 

We keep our privacy policy under regular review. This version was last updated May 2022.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

 

Third-party links

 

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

 

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

 

  • Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
  • Contact Data includes billing address, delivery address, social media handles, email address and telephone numbers.
  • Financial Data includes bank account and payment card details.
  • Transaction Data includes details about payments to and from you and other details of products you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
  • Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
  • Usage Data includes information about how you use our website and products.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
  •  

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

 

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

 

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with products). In this case, we may have to cancel a product you have ordered with us but we will notify you if this is the case at the time.

We use different methods to collect data from and about you including through:

 

  • Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by email, social media, post, phone, or otherwise. This includes personal data you provide when you:
  • purchase our products;
  • create an account on our website;
  • subscribe to our publications;
  • request marketing to be sent to you;
  • enter a competition, promotion or survey; or
  • give us feedback or contact us.
  • Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.
  • Third parties or publicly available sources. We will receive personal data about you from various third parties and public sources as set out below:

Technical Data from the following parties:

 

  1. analytics providers such as Google based outside the UK;
  2. advertising networks such as Facebook based outside the UK; and
  3. search information providers such as Google based outside the UK.

 

  • Contact, Financial and Transaction Data from providers of technical, payment and delivery services such as Shopify based outside the UK.
  • Identity and Contact Data from publicly available sources such as the Electoral Register based inside the UK.
  • We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
  •  

  • Where we need to perform the contract we are about to enter into or have entered into with you.
    Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
    Where we need to comply with a legal obligation.
  •  

  • Click here to find out more about the types of lawful basis that we will rely on to process your personal data.
  •  

  • Generally, we do not rely on consent as a legal basis for processing your personal data although we will get your consent before sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.
  •  

  • Purposes for which we will use your personal data
  •  

  • We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
  •  

  • Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.
  •  
Purpose/Activity Type of data Lawful basis for processing including basis of legitimate interest

To register you as a new customer

(a) Identity

(b) Contact

Performance of a contract with you

To process and deliver your order including:

(a) Manage payments, fees and charges

(b) Collect and recover money owed to us

(a) Identity

(b) Contact

(c) Financial

(d) Transaction

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to recover monies due to us)

To manage our relationship with you which will include:

(a) Notifying you about changes to our terms or privacy policy

(b) Asking you to leave a review or take a survey

(a) Identity

(b) Contact

(c) Profile

(d) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary to comply with a legal obligation

(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)

To enable you to partake in a prize draw, competition or complete a survey

(a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)

To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)

(a) Identity

(b) Contact

(c) Technical

(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)

(b) Necessary to comply with a legal obligation

To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you

(a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications

(f) Technical

Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy

To use data analytics to improve our website, products/services, marketing, customer relationships and experiences

(a) Technical

(b) Usage

Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)

To make suggestions and recommendations to you about goods or services that may be of interest to you

(a) Identity

(b) Contact

(c) Technical

(d) Usage

(e) Profile

(f) Marketing and Communications

Necessary for our legitimate interests (to develop our products/services and grow our business)

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. You can update your marketing preferences by logging into your account on our website or by contacting us.

 


Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products and offers may be relevant for you (we call this marketing).

 


You will receive marketing communications from us if you have requested information from us or purchased goods or services from us and you have not opted out of receiving that marketing.

 


Third-party marketing

We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.

 


Opting out

You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time or by logging into your account and updating your marketing preferences.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, product/service experience or other transactions.

 


Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see https://www.koifootwear.com/pages/cookie-policy#cookies

 


Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

 


If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

 

 


Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

We may share your personal data with the parties set out below for the purposes set out in the table purposes for which we will use your personal data above.

 

  • • External Third Parties as set out in the Glossary.
  • • Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

• We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

We do not transfer your personal data outside the UK, unless you place an order which is due to be delivered outside the UK, in which case we will transfer your personal data to the relevant courier.

 

  • • Whenever we transfer your personal data out of the UK, we ensure a similar degree of protection is afforded to it by ensuring the following safeguard is implemented:
  •  
  • Where we use certain service providers, we may use specific contracts approved for use in the UK which give personal data the same protection it has in the UK.

Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the UK.

 

 

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

 

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

 

How long will you use my personal data for?

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

 

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

 

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.

 

In some circumstances you can ask us to delete your data: see “your legal rights” in Section 9 below for further information.

In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

 

Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the links below to find out more about these rights:

 

If you wish to exercise any of the rights set out above, please contact us.

 

No fee usually required

 

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

 

What we may need from you

 

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

 

Time limit to respond

 

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

 

LAWFUL BASIS

 

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

 

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

 

Comply with a legal obligation means processing your personal data where it is necessary for compliance with a legal obligation that we are subject to.

 

THIRD PARTIES

 

External Third Parties

 

  • • Service providers acting as processors based United Kingdom who provide warehousing/distribution services, delivery services, IT services, marketing services, customer services, financial services.
  • • Professional advisers acting as processors or joint controllers including lawyers, bankers, auditors and insurers based in the United Kingdom who provide consultancy, banking, legal, insurance and accounting services.
  • • HM Revenue & Customs, regulators and other authorities acting as processors or joint controllers based in the United Kingdom.
  •  

YOUR LEGAL RIGHTS

 

You have the right to:

 

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

 

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

 

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

 

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

 

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:

 

  • • If you want us to establish the data's accuracy.
  • • Where our use of the data is unlawful but you do not want us to erase it.
  • • Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
  • • You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  •  

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

 

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.

 

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive.

 

We use the following cookies:

 

  • Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
  • Analytical or performance cookies. These allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
  • Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.

 

You can find more information about the individual cookies we use and the purposes for which we use them in the table below:

 

Cookie Title Cookie Type Purpose Duration

Global

MC_GLOBAL

Advertisement

Display/hide the ‘Accept Cookies’ pop

This cookie enables us to:

a) Allow you to choose to accept or reject the usage of cookies on koifootwear.com

30 days

App Banner

MC_APP

Advertisement

Display/hide the ‘Mobile App Banner’ pop up

This cookie enables us to:

      a) Provide you a link through to a mobile app on the Apple App/Google Play Store.

90 days

Social banner

MC_SOCIAL

Advertisement

Display/hide the ‘Social Banner’ pop up
This cookie enables us to:

      a) Provide you a link through to our social media

7 days

Newsletter Sign up banner

MC_NEWSLETTER

Advertisement

Display/hide the ‘Newsletter Sign Up Banner’ popup

This cookie enables us to:

      a) Provide you a form to enter your email address to sign up to our newsletter

7 days

test_cookie

Advertisement

The test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies.

 

15 minutes

_fbp

Advertisement

This cookie is set by Facebook to display advertisements when either on Facebook or on a digital platform powered by Facebook advertising, after visiting the website.

3 months

fr

Advertisement

Facebook sets this cookie to show relevant advertisements to users by tracking user behaviour across the web, on sites that have Facebook pixel or Facebook social plugin.

3 months

sc_at

Advertisement

The cookie is set by Snapchat to show relevant ads to the users by tracking user behaviour on Snapchat.

 

1 year 24 days

IDE

Advertisement

Google DoubleClick IDE cookies are used to store information about how the user uses the website to present them with relevant ads and according to the user profile.

1 year 24 days

_landing_page

Analytics

Shopify installs this cookie to track landing pages.

14 days

_y

Analytics

This cookie is associated with Shopify's analytics suite.

 

1 year

_s

Analytics

This cookie is associated with Shopify's analytics suite.

30 minutes

_shopify_y

Analytics

This cookie is associated with Shopify's analytics suite.

1 year

_shopify_s

Analytics

This cookie is associated with Shopify's analytics suite.

30 minutes

_gcl_au

Analytics

Provided by Google Tag Manager to experiment advertisement efficiency of websites using their services.

 

3 months

_shopify_sa_t

Analytics

This is a Shopify analytics cookie relating to marketing and referrals.

30 minutes

_shopify_sa_p

Analytics

This is a Shopify analytics cookie relating to marketing and referrals.

30 minutes

_ga

Analytics

The _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.

 

2 years

_gid

Analytics

Installed by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.

1 day

_hjFirstSeen

Analytics

Hotjar sets this cookie to identify a new user’s first session. It stores a true/false value, indicating whether it was the first time Hotjar saw this user.

30 minutes

_hjIncludedInSessionSample

Analytics

Hotjar sets this cookie to know whether a user is included in the data sampling defined by the site's daily session limit.

2 minutes

_hjAbsoluteSessionInProgress

Analytics

Hotjar sets this cookie to detect the first pageview session of a user. This is a True/False flag set by the cookie.

30 minutes

localization

Functional

Flickr sets this cookie to to track usage of photo galleries embedded from Flickr.

 

14 days

__cf_bm

Functional

This cookie, set by Cloudflare, is used to support Cloudflare Bot Management.

 

30 minutes

X-AB

Functional

Cookie associated with embedding content from Snapchat.

 

1 day

_scid

Functional

Functional

1 year 1 month

secure_customer_sig

Necessary

Shopify sets this cookie to be used in connection with customer login.

1 year

cart_currency

Necessary

Shopify sets this cookie to remember the user’s country of origin and populate the correct transaction currency.

 

14 days

_orig_referrer

Necessary

Shopify sets this cookie to be used in connection with shopping cart.

 

14 days

shopify_pay_redirect

Necessary

Shopify sets this cookie to enable secure online payment and checkout.

 

1 hour

__cfruid

Necessary

Cloudflare sets this cookie to identify trusted web traffic.

session

_pay_session

Necessary

Shopify sets this cookie to enable secure checkout and payment function on the website.

session

_gat

Performance

This cookie is installed by Google Universal Analytics to restrain request rate and thus limit the collection of data on high traffic sites.

1 minute

__kla_id

Performance

Cookie set to track when someone clicks through a Klaviyo email to a website.

 

2 year

 

Please note that the following third parties may also use cookies, over which we have no control. These named third parties may include, for example, advertising networks and providers of external services like web traffic analysis services. These third-party cookies are likely to be analytical cookies or performance cookies or targeting cookies:

 

    • Shopify - https://www.shopify.co.uk/legal/cookies

    • TikTok - https://www.tiktok.com/legal/cookie-policy?lang=en

    • Facebook - https://www.facebook.com/policies/cookies

    • Pinterest - https://policy.pinterest.com/en-gb/cookies

    • Trustpilot - https://uk.legal.trustpilot.com/for-everyone/cookie-policy

    • Main Ad - https://www.mainad.com/cookie-policy/

    • Hotjar - https://help.hotjar.com/hc/en-us/articles/115011789248-Hotjar-Cookie-Information

 

  To deactivate the use of third-party advertising cookies, you’ll need to access the relevant settings in your browser.

  1. What these terms cover. These are the terms and conditions on which we supply products to you.
  2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem with your order and other important information.
  1. Who we are. We are Koi Footwear Limited a company registered in England and Wales. Our company registration number is 10434810, our VAT number is 255973661 and our registered office is at 2-16 Charter Street, Manchester, United Kingdom, M3 1LY.
  2. How to contact us. You can contact us via our Contact Page. and by post to Koi Footwear Limited, 2-16 Charter Street, Manchester, United Kingdom, M3 1LY.
  3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
  4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
  1. How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
  2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
  3. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
  1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products.
  2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website and on our official social media pages.
  3. Buy One Get One Free promotion.  An order using our 'buy one get one half price' offer code means you will pay for the highest priced item in full, with the lowest priced item at half price. You can of course exchange any item and still retain your bought under the buy one get one half price offer, if you decide to return the full priced shoe, and keep the half price one then this will nullify the half price discount, we’ll just recalculate the cost of the returned shoe based on the full price of your order minus the discount your revised order. When returning goods on which you have received our promotional offer, we will adjust your refund accordingly to reflect the value of your revised order. This promotional offer is conditional upon purchasing full priced item(s).
  4. Promotional codes. Unless specified, promotional codes exclude Sale, £5 shoes and Grace Fit x Koi Footwear categories.
  1. If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
  2. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 7- Your rights to end the contract).
  1. Delivery costs. The costs of delivery will be as displayed to you on our website.
  2. When we will provide the products. During the order process we will let you know when we will provide the products to you. We will aim to deliver the goods to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
  3. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
  4. Collection by you. If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 9.00am – 5:30pm on weekdays (excluding public holidays) and weekends.
  5. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
  6. If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 9.2 will apply.
  7. When you become responsible for the goods. A product will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you collect it from us.
  8. When you own the goods. You own the goods once we have received payment in full.
  9. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your address and contact telephone number. If you give us incomplete or incorrect information at the time of your order, we may either end the contract (and clause 9.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us accurate information.
  1. You can always end your contract with us. You have the right to end your contract with us under the Consumer Contracts Regulations 2013 in the following circumstances:
    1. If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 10;
    2. If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2;
    3. If you have just changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may potentially be subject to deductions;
    4. In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.6
  2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
    1. we have told you about an upcoming change to the product or these terms which you do not agree to;
    2. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
    3. there is a risk that supply of the products may be significantly delayed because of events outside our control;
    4. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or
    5. you have a legal right to end the contract because of something we have done wrong.
  3. Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
  4. Our goodwill guarantee. Please note, these terms reflect the goodwill guarantee offered by Koi Footwear Limited of 2-16 Charter Street, Manchester, United Kingdom, M3 1LY to its UK and EU customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed products (see clause 10.2):
  5. Right under the Consumer Contracts Regulations 2013
  6. How our goodwill guarantee is more generous
  7. 14 day period to change your mind.
  8. 28 day period to change your mind.
  9. Consumer to pay costs of return.
  10. We pay the costs of return.
  11. You have 14 days after the day you (or someone you nominate) receives the goods, unless:
    1. Your goods are split into several deliveries over different days. In this case you have until 28 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
    2. Your goods are for regular delivery over a set period. In this case you have until 28 days after the day you (or someone you nominate) receives the first delivery of the goods.
  12. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 7.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) as compensation for the net costs we will incur as a result of your ending the contract.
  1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
    1. Email - email us at help@koifootwear.com. Please provide your name, delivery address, details of the order and, where available, your phone number and email address.
    2. Online. Complete the Contact Form on our website.
    3. By post. Simply send and email to our customer service to get the cancellation form and write to us at our address, including details of what you bought, when you ordered or received it and your name and address.
  2. Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must return the goods to where you bought them using the returns label provided to you. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
  3. We will pay the costs of return at one free return label per order. (If you order 2 shoes but return them both seperately and not as a single consignment, you will be charged £2.73 for the second return)
  4. How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
  5. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
    1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
  6. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
    1. Your refund will be made within 16 business days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 8.2.
    2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
  7. European Commission Online Dispute Resolution. If you are not satisfied with how your complaint has been handled you can use the EU Online Dispute Resolution platform which provides independent resolution without the need to take your complaint to court.
  1. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
    1. you do not make any payment to us when it is due;
    2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, delivery address and telephone number; or
    3. you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
  2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you as compensation for the net costs we will incur as a result of your breaking the contract.
  1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us at help@koifootwear.com and by post to Koi Footwear Limited 2-16 Charter Street, Manchester, United Kingdom, M3 1LY.
  2. Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract and The Consumer Rights Act 2015. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. Nothing in these terms will affect your legal rights.
  3. Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must :

- UK customers : Post them back to us using the returns label provided. Remember to keep hold of your receipt until you have received the refund.

- 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:

TORQUE LOGISTICS - KOI FOOTWEAR

STANDBRIDGE LANE

KETTLETHORPE

WAKEFIELD

WF2 7YY

UK

 

Please email us at help@koifootwear.com for a returns label.

  1. If we cannot resolve your issue you can make a compaint through the
  1. Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.
  2. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
  3. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
  4. When you must pay and how you must pay. We accept payment with Paypal, Visa, American Express, Master card and Maestro. You must pay for the products before we dispatch them.
  5. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know.
  6. International government charges - Unfortunately we have no control over international government customs, duty or tax charges that may be placed on orders. It is the responsibility of the customer to perform due diligence before ordering so they are aware of any of these charges as we won't be liable to pay these charges if they were to arise.
  7. If a delivery offer is active where the discounted postage charge becomes £1.99 or less, then the minimum order requirement to achieve this discounted delivery rate becomes £10. Any order below £10 will be charged at our standard rate of £2.99 or more depending on the type of postage selected.
  1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
  2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987
  3. We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  1. How we will use your personal information. We will use the personal information you provide to us:
    1. to supply the products to you;
    2. to process your payment for the products; and
    3. if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
  2. We will only give your personal information to third parties where the law either requires or allows us to do so.

1. 99p UK Next Day Delivery is only valid on orders over the value of £25

1. WHAT'S IN THESE TERMS?

Who we are and how to contact us

www.koifootwear.com is a site operated by Koi Footwear Limited ("We"). We are registered in England and Wales under company number 10434810 and have our registered office at 2-16 Charter Street, Manchester, United Kingdom, M3 1LY. We have submitted an application for VAT registration.

You can contact us via our Contact Page

2. By USING OUR SITE YOU ACCEPT THESE TERMS

By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms, you must not use our site.

3. THERE ARE OTHER TERMS THAT MAY APPLY TO YOU

These terms of use refer to the following additional terms, which also apply to your use of our site:

  • Our Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.
  • Our Cookie Policy, which sets out information about the cookies on our site.

If you purchase goods from our site, our Terms and conditions will apply to the sales.

4. WE MAY MAKE CHANGES TO THESE TERMS

We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time.

5. WE MAY MAKE CHANGES TO OUR SITE

We may update and change our site from time to time.

6. WE MAY SUSPEND OR WITHDRAW OUR SITE

We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

7. YOU MUST KEEP YOUR ACCOUNT DETAILS SAFE

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at help@koifootwear.com.

8. HOW YOU MAY USE MATERIAL ON OUR SITE

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.

You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

9. WE ARE NOT RESPONSIBLE FOR WEBSITES WE LINK TO

Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those sites or resources.

10. WE ARE NOT RESPONSIBLE FOR VIRUSES

We do not guarantee that our site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

11. RULES ABOUT LINKING TO OUR SITE

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

We reserve the right to withdraw linking permission without notice.

12. WHICH COUNTRY'S LAWS APPLY TO ANY DISPUTES?

If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

Our trade marks are registered

"KOI FOOTWEAR" is a registered trade mark of Elegant Shoes Limited and We own an exclusive license over its use. You are not permitted to use the trademark without our approval.