The service was good but the items themselves are variable in quality. I have a different colour in the same size in the same style of shoe and fit is completely different and the materials are poor... See more
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Review summary
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Easy ordering process, quick delivery and lovely looking shoes. That said, the elasticated buckle broke on them in less than 2 weeks. The customer services team responded very quickly apologising and... See more
Company replied
I love the unique design with the frilly lace trim and the adorable cherry pattern! Excellent quality and fast delivery. Highly recommended Koi as I have purchased shoes from them before and I’m very... See more
Lovely shoes and great support team. I ordered for them twice already and I absolutely enjoy both pairs. Cant tell much about the quality yet but they are comfortable to wear, the delivery was very... See more
Company replied
Company details
Written by the company
KOI is an independent brand that creates collectable, identity-driven designs rather than disposable, trend-chasing fashion. The design philosophy is rooted in subculture and self-expression, not seasonal trend cycles. Every pair features improved construction, reinforced stitching and materials chosen with longevity in mind. All products are backed by a six-month warranty.
Koi Footwear - Fashion Footwear
Written by the company
- Independent British Brand
- From classic Mary Jane to iconic platform boots, we design bold shoes with edge, attitude, and roots in the city that made us.
6 Month Manufacture Warranty
Direct purchases from KOI
All KOI footwear comes with a 6-month manufacturing warranty when purchased directly through our website. We stand by the quality of our shoes and want you to feel confident with every purchase — if something's not quite right, we're always here to help.
Contact us at
help@koifootwear.com
Contact info
Manchester, United Kingdom
- 07884199278
- help@koifootwear.com
- www.koifootwear.com
4.2
Great
22K reviews
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This company invites their customers to review, whether positive or negative
Replied to 78% of negative reviews
Typically replies within 1 week
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Terrible service if you need to return…
Terrible if you need to return anything, but there are many issues with Koi. It took more than three weeks for my refund to be processed and they did not respond to my emails asking whether they had received my return, once I had provided my receipt. The response to me chasing after three weeks was blunt, misspelled and unhelpful and not the standard you'd expect from a company quick to take your money, but not to provide you with much else. Returns are not tracked, so I had no clue if it was received safely. I was close to beginning a claim with my bank. Also, be aware that you will not get your full refund, you will get £2.99 taken off per item. Sadly, the quality of the shoes have gone down in the past couple of years. I have a couple of pairs with straps that have come away from the rest of the shoe after minimal wear. The boots I returned (£180 before the sale price!) were a very unforgiving stiff material and very tight and hard soled. I wouldn't risk buying anything expensive from here again.
July 11, 2026
Unprompted review
Reply from KOI Footwear
Hi Gemma,
We’re sorry to hear that you were unhappy with your experience, but we do want to clarify a few points raised in your review.
We have reviewed the communications relating to your order and, while we appreciate that you may not have been happy with the responses you received, we do not believe they were blunt or intended to be unhelpful. If there was a spelling error in one of the messages, we would also ask that some grace is given to the human being behind the response. We’re a customer service team, and mistakes can occasionally happen.
Regarding your return, our process is clearly outlined across our returns portal, FAQs and help pages. Customers are responsible for tracking their return and monitoring the Royal Mail tracking information to confirm when it has been delivered to us. Once Royal Mail confirms delivery, we ask customers to allow up to 7 working days for the return to be received and processed. We’re unable to offer free returns, and the £2.99 return fee is clearly stated as part of our returns information.
We also don’t feel it would be fair to make a general statement that our quality has "gone down" based on your experience with a particular pair. We work with a number of manufacturing partners and have invested significant time and effort into ensuring that quality remains a priority across our ranges. We’re sorry that the particular boots you purchased weren’t to your liking, but sturdiness or a firmer construction is not, in itself, a quality defect. Similarly, trying a pair on briefly does not necessarily give an indication of their long-term durability or how they will perform with wear.
In terms of the £180 price mentioned, the boots you purchased were reduced because we had fragmented sizes remaining. Our pricing reflects this and does not indicate a reduction in the quality standards we expect from our products.
We have a returns portal and extensive information available to customers, from our FAQs through to detailed returns guidance, because we want the process and expectations to be as clear as possible.
We’re sorry that your overall experience did not meet your expectations, but we hope this provides some additional context around the points raised in your review.
Kind regards,
KOI Footwear
Great quality
Great quality shoes that turned up before expected! Will definitely be on the look out for more by them
July 31, 2026
Quick delivery
Quick delivery, shoes are lovely my daughter was very happy,loved the box they came in as well 😀
July 29, 2026
Loved the shoes
The order process was super easy and the product photos are very accurate (no surprise! the shoes looked exactly as expected.) Everything was well packaged, and the colorful design of the shoe box honestly made my day! Really happy with my purchase!
July 24, 2026
never received order
never received order, no updates even when contacted. one month with no movement or shipping updates or contact. only when i initiated a refund via paypal did they reach out and apologise.
July 23, 2026
Good
The quality of the shoes themselves is fairly standard, which is good considering how rare it is to find decently made shoes with these types of design.
The prices are fair.
Shipping wasnt the fastest nor the slowest
July 30, 2026
my order has still not arrived!
my order has still not arrived!, has said failed 2 times but no proof the driver even attempted to delivery! still waiting to hear back about this order!
July 24, 2026
Great company to do business with-…
Great company to do business with- fantastic super comfy shoes and brilliant customer service-I love these guys and their daring attitude to fashion! I’m gonna be coming back for a lot more to add to my collection!
July 29, 2026
The most gorgeous shoes 😍
I ordered the beautiful strawberry Mary Janes and they are even more gorgeous in real life 🩷 they arrived promptly, the packaging was fantastic and I am over the moon with them!
July 22, 2026
Really stylish and comfortable Mary…
Really stylish and comfortable Mary Janes that are great value for money. Prompt delivery and well organised - will order again.
July 27, 2026
Koi footwear is my favourite
Koi footwear is my favourite shoe and other things brand. The shoes have a range of designs and styles. The materials have all been quality. The delivery is quick. It is easy to order from them. I just recommend this company to all.
July 21, 2026
Quick and easy, even overseas
I was a little worried to order to Finland straight from the website and not a finnsih reseller. But I actually got the books I wanted cheaper and with a smaller delivery fee. Package came surprisingly quickly and the Twilights bootsit are just absolutely amazing!
March 27, 2026
There was liquid that smelled like…
There was liquid that smelled like urine between the bubble wrap and mailing packaging. It didn’t get on the shoe box or on the shoes but was still very unpleasant and strange.
July 27, 2026
Package arrived on time
Package arrived on time, very happy with my shoes and the quality seems good so far, fit is a little tight but understandable seeing as they are UK sizing. Overall very happy with my order!
July 28, 2026
Literally my new favorite boots
Literally my new favorite boots! and I wore them to Ghost!! Comfy and quality made!
March 9, 2026
This cane two weeks late and the…
This cane two weeks late and the communication with Koi was incredibly difficult. I don't know why you would advertise international shipping as "Delivered within 6 working days" when in actuality it arrived 12 working days after the order was made, at tgat point it was closer to three weeks.
July 20, 2026
Reply from KOI Footwear
Hi,
We’re sorry to hear that your order took longer than expected to arrive, and especially that you found communication with us difficult. We understand how frustrating it is when you’re expecting a parcel within a particular timeframe.
For international orders, our delivery times are estimates provided by the courier, and unfortunately once a parcel leaves the UK, delays caused by customs processing or the local carrier can be outside of our control. New Zealand orders are currently quoted at 6–12 working days for tracked delivery, although we appreciate that reaching the upper end of that window is not ideal.
That said, we can see that one of our agents has already refunded your shipping cost in full — $41 USD — as a gesture for the delay.
We’re sorry again for the frustration caused, and we appreciate your feedback regarding both the delivery information and communication. We’ll continue to make sure our international shipping information is as clear and accurate as possible.
Kind regards,
KOI Footwear
Returned an item and I have not…
Returned an item and I have not received any response or update regarding it. I've waited for any confirmation or acknowledgement for the wait time and I have had nothing and no responses for an update regarding so
July 27, 2026
Lovely shoes!
I love the unique design with the frilly lace trim and the adorable cherry pattern! Excellent quality and fast delivery. Highly recommended Koi as I have purchased shoes from them before and I’m very happy!
July 20, 2026
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