6 months
of fault cover
Help ✦ Warranty
Built to last.Covered if it doesn't.
Six months of fault cover on everything we make. Here's exactly what that means.
Worn or not
genuine faults are covered
Your choice
replacement or refund
The good news
A genuine fault is covered, worn or not.
If something's wrong with how it was made, that's on us, for six months from your order date. Worn them every day since? Doesn't matter. A manufacturing fault is a manufacturing fault, and we'll put it right with a replacement or a refund, whichever you'd rather (stock allowing).
The kind of thing we mean
Soles coming away
Stitching or seams going
Eyelets or hardware breaking
Zips failing
Making a claim takes three steps
1
Grab your order number
It's on your confirmation email. Got them as a gift? Message us anyway, we'll sort it.
2
Take a few photos
The fault up close, plus the whole item. Good light, no filters. Clear photos mean we can say yes faster.
3
Email us
Send both with a quick description to help@koifootwear.com. We reply within 7 working days.
What's not covered
The honest small print, kept short:
Wear and tear
The slow stuff that comes from living in them: worn soles, scuffs, fading.
Accidents & misuse
Damage that isn't a fault: rips, burns, paint, chemical spills, the washing machine. And if a fault appears, stop wearing them, extra damage from carrying on isn't covered.
Fit & comfort
Not a fault, just not your fit. That's a return, not a claim.
Not bought from us
Resale, third-party retailers, and sample or sale events sit outside the warranty. It covers orders placed with KOI or an official sales channel.
Wrong size or just not feeling them? No claim needed. You've got 28 days to send anything back: we send a tracked UK label and a £2.99 fee comes off your refund. We don't do direct exchanges, so for a different size, return for a refund and reorder. Details on our Shipping & Returns page.
This warranty is in addition to, and doesn't affect, your statutory rights under the Consumer Rights Act 2015.
Wear them hard. You're covered.
Got a fault to report?
Monday–Friday, 9am–5pm (BST). Real humans, no scripts.