Refund Policy
The Cobblers offers free returns and exchanges on products that are available for purchase provided the packaging is in tact and has not been used upon return or exchange. This policy is good for 30 days from date of purchase.
If you’ve ordered the wrong size of something, or the wrong product, or have any other issue, you can always exchange or return your order for free within the contiguous U.S. so long as:
1. Your items are unworn, unused, undamaged, in re-sellable condition (i.e. no creases or wear on soles or insoles), and in their original packaging.
2. Your return request is submitted within 30 days of receiving your original order.
We reserve the right to refuse returns that do not meet these criteria. Please note that repairs and customizations are not eligible for returns or exchanges.
CONTACT US to get started on an exchange or return.
Timing
Once our warehouse has received your return, please allow 2 weeks for a refund or store credit to be issued. If it has been longer than two weeks, please contact us.
Free Shipping
We offer free shipping within the contiguous U.S. Orders with expedited shipping that are placed after 2pm ET will not ship the same day. Please note that orders do not ship on Saturdays or Sundays.
Address Changes
Our orders are packaged and shipped out quickly after they are placed to ensure that your item(s) arrive to you as soon as possible. Because of this, all address changes must be requested as soon as possible after your order has been placed. We'll do our best to change the shipping address; however, depending on the amount of time after the order has been placed, address changes may be subject to a change order fee of $16.40.
Need to change your shipping address? Send us an email.
International Shipping
Although it’s more expensive and logistically complex, we work hard to ensure our products are available in as many locations as possible and are constantly evaluating ways we can improve the experience for customers around the world.
Cost for international orders, including shipping rates and duties & taxes (where applicable), vary by country and are calculated in the checkout process. Most international orders are delivered duty paid (DDP) through the “DHL Parcel International Direct” shipping method. For orders shipped using this method, all duty and tax charges are included in the final price at time of checkout.
Orders placed via the "DHL Parcel International Standard" shipping method will be shipped delivered duty unpaid (DDU), and all duty and tax charges will be paid for upon arrival at your local country. Orders denied by the customer will be shipped back to the seller and will incur a $15 re-stocking fee.
Typically, international shipments typically take up to 10 business days to arrive. We don’t currently offer expedited shipping for international orders.
We do not offer shipping to every country. If we don't currently ship to your country, send us an email and we'll do our best to get you a pair.
If you have any questions or concerns about international orders, please contact us. We would be happy to assist you.
Note: For international shipments, the goods will be imported on behalf of the consignee/e-buyer. The consignee authorizes The Cobblers to import the goods on his/her behalf. Further, the consignee/buyer agrees that The Cobblers may delegate the obligation to import the goods on his/her behalf to a subcontractor (e.g. customs broker). Duties and taxes are included in the total cost of your purchase and are paid for by the consignee/buyer, along with the purchase price of the goods, at the time of checkout.
International Returns/Exchanges
You may exchange or return your items for a full refund as long as:
1. Your items are unworn, undamaged, in re-sellable condition (i.e. no creases or wear on soles), and in their original packaging.
2. Your return request is submitted within 30 days of receiving your original order.
Please note that for all international (non-U.S.) orders, customers are responsible for return shipping fees and may be charged additional VAT and/or duties by their local government when processing a return or exchange.
To get started on an international return or exchange, send us an email!
Defective/Flawed Products
We stand behind the quality of our products. If you experience any material or craftsmanship flaw, please contact us so that our customer support team can assist. Unauthorized third party purchases are not covered by The Cobblers Company.
Final Sale
Any items purchased as final sale may not be returned or exchanged.
The Word on the Street Koio really lives up to the hype !
Frequently asked questions Questions? We have answers.
Who is restoring my shoes?
Koio has teamed up with The Cobblers to provide professional shoe restoration and cleaning services. All services are completed by The Cobblers’ master artisans, who are located right here in the United States.
When will I receive my restored shoes?
Shoes will be shipped back to you 15 business days after they arrive at The Cobblers’ workshop. Shipping typically takes about 1-2 days (to and from The Cobblers’ workshop) so please account for this time as well. We’ll reach out to you when we receive your shoes, and we’ll reach out again once your restoration is complete.
You can track the progress of your restoration right here, too.
What is a cobbler?
A cobbler is an individual who is professionally trained to mend, clean, and even make shoes. Many cobblers are trained to handle other types of leather goods as well.
Why should I trust you to repair my shoes?
The Cobblers’ team of artisans is trained to handle and care for Koio’s shoes. They understand how they’re made and how they should and should not be treated.
Where is The Cobblers located?
The Cobblers’ workshop is based in Magic City, Miami. Our address is 6300 NE 4th Ave, Miami, FL 33138.
