Refund Policy for The Cobblers Shoe Repair, Cleaning & Restoration – Koio - The Cobblers
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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.

We reserve the right to refuse free shipping for any customer returns. International shipping costs are not covered by The Cobblers.

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 Puzzled? Confused? Bewildered? It happens. If something has you stumped, have a gander at the answers below!

Who does all the “cobbling” and cleaning?

We, Koio, do! Don't worry, we’re not sending your shoes anywhere shady!

 

Our hand-picked family of “cobblers” wields a combined legacy’s worth of cobbling expertise. Both in traditional, classic stylings (with a modern mind set), and worldly sneaker sensibilities; Koio repairs, restores, and customizes all walks of footwear by its secretly held traditions and effectively updated practices.

 

You’ll be hard pressed to request something that is out of our scope; our Master Cobblers and Sneaker Specialists come in a number of disciplines, and have seen it all. Show us the shoe, and we’ll show you the way.

 

All work is performed by Koio in the continental U.S.

How long will it take to get my order?

Once your items arrive at our repair facility, turnaround time is 10 business days. Shipping typically accounts for about 1-2 days each way, although times can vary.

Wondering or worried? Just check the status of your order. We’ll reach out when we receive your items, and we’ll contact you again with a tracking number once your restoration has been completed.

What exactly is a “cobbler” anyway?

Very simply put, a “cobbler” is a person who expertly mends or makes shoes, and quite often, various other leather goods.

 

Koio (that’s us) takes the ancient craft to another level — repairing, restoring and customizing all variety of contemporary footwear. This includes those prized and collectable designer sneakers that you want to keep looking “out-of-the-box” fresh, or those trillion dollar runway-ready “lifestyle” shoes that look like they’re from the future but fall into your everyday footwear category. We get it. They’re important to you.

 

We’ll handle your trophy pair(s) with care, as well your entire everyday rotation of footwear and handbags. And resurrect that old, retired pair of what have you that just needs a little dusting off and some fresh air. Whatever’s in your repertoire, Koio steps up to the plate servicing sneaks, classic and traditional dress shoes, stilettos, boots, casuals, flats, sandals, you name it. For men women and children. For all walks of life.

What makes Koio better than any other shoe repair service?

Our innovative cleaning and repair methods help us to best service today’s shoe care requirements while meeting your most exigent of modern sartorial needs. What’s more, our state-of-the art processing facilities and convenient Ecommerce platform(s) afford expeditious client fulfillment and optimal convenience for people everywhere. That’s you. And the rest of our well-dressed community by whom Koio is rapidly meeting its mission: to change the way we all keep our kicks, our pumps, our best foot forward.

Where is Koio located? Do you have any stores?

We’re proud to be based in Magic City, Miami. That’s where you can visit our showroom headquarters and processing facility. We’re soon opening concept stores at Bal Harbour Shops and Aventura Mall. If you're nearby, we'd love to have you visit one of our locations. More info can be found here. We look forward to meeting you!
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