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
Created with AI, based on recent reviews
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Reviews shaping this summary
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
Asks customers to review
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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Nice color, accurate size
Nice color, size is accurate and even if these are not a leather shoes, they fit my wider feet well. ( I use them only on stage so never walked with them more than 50 meters :))
22 June 2026
❤️❤️❤️❤️
Koi, I love y’all🥹 I live in a small minded midwestern town, and your shoes help me feel like me, despite it all. Lovely stuff as always, I will be buying more ❤️❤️🥰🙏🏻
23 June 2026
Boots unwearable within 2 months…
Boots were unwearable within 2 months of infrequent use, customer service was a pain to deal with and chalked it up as ''general wear and tear'' implying that this is the standard quality and lifespan they expect from their products. ("Built to last" btw)
Due to this they refused to replace the shoes and only offered a 20% partial refund after I mentioned leaving a review - after this they attempted the silent treatment in hopes that i'd go away to avoid refunding said 20%
I can't recommend against using this company enough.
TL;DR - terrible quality, breaks after a month, won't replace or fully refund - avoid like the plague.
31 March 2026
Reply from KOI Footwear
Hi,
We're sorry to hear that you were disappointed with both your boots and your experience with our customer service.
After reviewing the photos you provided, our team found that the damage was consistent with friction wear rather than a manufacturing fault. Unfortunately, wear caused through use isn't covered under our warranty, which is why we were unable to offer a replacement on this occasion.
The heel lining is an area that naturally experiences the most contact during wear, and friction can cause it to wear down.
To help prolong the life of footwear, it's always a good idea to use a shoe horn where possible, undo laces or fastenings before putting shoes on, and ensure they are cared for in line with our care guidance.
We understand that this wasn't the outcome you were hoping for. As a gesture of goodwill, we offered a 20% partial refund despite the issue falling outside of our warranty terms.
We'd also like to clarify that we did not intentionally stop responding to your emails. We replied to all correspondence we received and apologised for any delays during the conversation.
This particular boot has been one of our longest-standing and best-selling styles, with many customers continuing to wear and enjoy it over the years. While we're sorry that your experience was different, the wear shown on your pair was not indicative of a manufacturing defect.
We appreciate your feedback and are sorry that we were unable to reach a resolution that met your expectations.
Kind regards
KOI
Love the Unique style
Purchased 2 pairs of KOI shoes
appreciate the timely manner in delivery and really like the unique style that nobody else has.And the price is fair for the shoes and I love the comfort for my feet. I go for style price,&comfort.
Dugas from Arkansas
22 June 2026
Amazing customer service
Amazing customer service, and surprisingly quick shipping to the U.S.!!
15 June 2026
Koi Mary Janes
These are the coolest shoes. The fit is slightly big for me, so will need an insole of some sort, but they are beautiful and very comfortable.
8 June 2026
Recommend 100%💖
Arrived super quickly!!! Safely packaged, and the boots are absolutely stunning, I got the “dreams of mooncraft” teal boots and I am OBSESSED💖💖💗
17 June 2026
I ordered shoes from your website on…
I ordered shoes from your website on the 10th of June and I’ve still not received them. The tracking has not changed from the 12th of June . I’ve sent two emails the first one was answered but no response back from the second email. I’m not very happy with the communication from your team regarding my order. First time using your company and will be my last .
12 June 2026
Reply from KOI Footwear
Hi Karen,
We're very sorry to hear about your experience and completely understand your frustration.
Based on the tracking information available at the time, we believed your parcel had been delayed in transit. Unfortunately, it later became clear that your order had not reached you, and we're sorry for both the delay and the lack of communication while this was being investigated.
We've since contacted you directly to confirm that a full refund has been processed, and as a gesture of goodwill, we've also provided a discount code for use on a future order.
We sincerely apologise for the disappointment this has caused, particularly as this was your first experience with us. Your feedback has been shared with the relevant teams so we can continue to improve both our delivery processes and customer service.
KOI
The shoes are really nice quality…
The shoes are really nice quality and are durable so far, the crome parts are actually metal wich is lovely. I bought them for my boyfriend and he hasn't taken them off. We love them so much.
11 June 2026
Bad quality shoes and even worse…
Bad quality shoes and even worse customer service. If you want a company to ghost you instead of help you then buy from koi.
Response back: koi's response is what they sent me via email and I clarified with them that the damaged area isn't located where the shoe naturally creases when walking, and the issue hasn't developed "over time". The cracking appeared in less than four months of light, normal use, which feels unusually early for general wear.
Given this, I asked them to take another look or advise on next steps. But was ghosted despite multiple requests for a response over the last three months.
1 May 2026
Unprompted review
Reply from KOI Footwear
Hi Shweta,
Thank you for your feedback. We understand that you're disappointed with the outcome of your claim.
Regarding you
Your footwear was reviewed by our Quality team, who determined that the issues reported were consistent with wear and tear rather than a manufacturing fault. As this assessment falls outside the terms of our warranty, our customer care team provided our final response and there were no further details available for review.
We appreciate you taking the time to share your experience and are sorry that we couldn't provide the outcome you were hoping for.
Best wishes
KOI
Nice quality
Nice quality, unique design, fits well as described, friendly and helpful costumer service, I ordered boots and I really love them!!! So yes I recommend it, I'm gonna make an order soon again!!! Truly worth it!!!
10 December 2025
Unprompted review
I am passionate about Polly Pocket and…
I am passionate about Polly Pocket and your collaboration is awesome, I am happy to be a part of this product!
8 June 2026
Love the designs KOI creates
Love the designs KOI creates. Bought several of their shoes and received compliments on every single one. And they're vegan :)
17 June 2026
Great styles, terrible quality and even worse customer service
I initially loved both pairs of boots I got from Koi, but the quality simply does not last.
Within 4 months, severe scuffing and peeling appeared right on the tops of the toes on one pair. A cobbler looked at them and confirmed they couldn't be repaired due to the materials used. When my partner reached out to customer service, they claimed this was "normal wear" from where the shoe naturally bends. My partner replied pointing out that the damage is on the rigid toe box, not the crease lines, and they completely ghosted us. Multiple follow-ups later, still no response.
Within a year, the entire sole and heel came completely off the second pair of boots. Again, a cobbler confirmed there is no hope of fixing them because of how they are manufactured.
Cute designs, but they are disposable shoes with nonexistent customer support. Save your money
Edit to respond: I made the purchase for one pair of boots in 2023, these are the boots where the heel failed. My partner made the purchase for the other pair of boots in December last year as a Christmas present for me. As the boots were worn by me, my review is mainly to point out my experience of the poor quality, however, I also mentioned the lack of support from Koi towards my partner as it has caused lots of frustration for *both* of us and is pertinent information for anyone seeking help from Koi.
Koi's response being focused on dismissing my experience and reporting my review to Trustpilot just goes to show how they don't care about what happened and are more interested in burying negative reviews.
11 March 2026
Unprompted review
Reply from KOI Footwear
Hi Liam,
Thank you for your review.
We've reviewed the details associated with this Trustpilot account and can only locate one order from 2023.
The issues described in this review do not relate to the order history linked to your account.
As this appears to be a duplicate review relating to another customer's case rather than your own experience, we will be reporting it to Trustpilot for review.
Thank you.
I really like koi footwear
I really like koi footwear, easy and quick ordering, delivered next day and love the boots I ordered. Will shop there again.
9 June 2026
Reply from KOI Footwear
Hey,
We love a speedy arrival almost as much as we love hearing that you are obsessed with your new boots. Thank you for the incredible five stars, consider us ready and waiting whenever you are ready for pair number two!
-All the love,
The KOI Team
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