FAQs

PRODUCTS & FIT

Q: What are the soles and insoles of KOKOLU shoes made of?

A: The outsoles of all the styles are crafted using 100% eco-friendly rubber, and we named our outsoles the greenKsole®, which makes every step of your footprint “greener”.
Our insoles are made from repurposed plastic bottles and recycled materials.

Q: Do KOKOLU run true to size?

A: All of our shoes are medium width and are full sizes only. Please note that only our Krush 1.0 includes half sizes!
We've found most full-size customers stick with their full size in all materials. If you're a half size, we've found most customers size up in every silhouette. If you have a wider foot and you're a half size, we'd suggest sizing up to the next full size in everything!
Still not sure? We'd love to talk to you about it. Reach out to one of our fit specialists at contact@kokolu.eco for some personalized advice!

Q: Do KOKOLU fit wide, narrow or flat feet?

A: The structure of our shoes is designed to accommodate the shape of your foot and gently hug your feet whether they are wide or narrow.
Our padded insole provides all-day arch support. With high arch support robustly functions to balance the force structure of the foot, effectively ease feet, and prevent common feet injuries. It also features a deep heel cup design which maintain correcting foot positioning, protects your heel and stabilizes your feet during the heavy impact of landing while walking. Everyone’s feet are different and we’ve heard from many flat-footed customers who find comfort in their KOKOLU shoes.
For customers looking to use their own inserts or orthotics, our insole is easily removable to make these adjustments. However, some customers have noticed that they do not need to use their orthotics given the level of cushion, so it's worth a try!

Q: Will my shoes stretch?

A: Great question! Normally KOKOLU will gently hug the contour of your foot but they should never feel tight. They'll move with you, and may stretches naturally. If your KOKOLU shoes are a bit snug to start, you can expect them to stretch about a quarter inch after a few weeks of wear. We recommend wearing them for 1-2 weeks to break in.
Pro tip: trying them with socks can also help the shoes break in more easily!

Q: Can you wash KOKOLU insoles?

A: Our insoles can be washed in the machine, however, we also find that hand-washing will help preserve the longevity of your KOKOLU insoles.
For hand-washing, we typically suggest applying a small amount of gentle detergent to the top of the insole and rinsing the detergent off in lukewarm or cold water. To target the odor of the insoles, we recommend putting a few drops of tea tree or eucalyptus oil and a bit of gentle detergent in a bowl of lukewarm water. You can then wet the tops of the insoles with this oil and water mixture. Rinse with lukewarm or cold water.
And last, but certainly not least, be sure to let the insoles air dry!

Q: What are the bags made out of?

Q: Can you wash the bags in the machine?

A: Yes! Our bags are fully machine washable.
Use cold water, mild detergent and the delicate cycle.
No heat and always let your bag air dry.

 

PAYMENTS & REFUNDS

Q: Do you offer exchanges?

A: Yes. We offer exchanges, for our bags and shoes, in a different size and/or color in the same style. If you wish to exchange an item for a different style, please process a return and purchase your desired item. You need to send us an email first at contact@kokolu.eco to check with our staff about the new item and your exchange order will ship when the original order has been sent back.
If needed, you have 30 days to return or exchange unused, unwashed styles. Please note that an extra $15 per piece of shipping fee of the new items will be charged and the exchange orders will need to have their product tags attached and be in their original packaging.

Q: What's your return policy?

A: If needed, you have 30 days to return or exchange unused, unwashed styles. KOKOLU gift cards are not returnable or refundable, nor are any promotional or final sale items.
Shoes: We know you need to try them on for fit and comfort, but make sure to only wear them on clean floors inside (and never outside, if you plan to return them). We cannot accept any shoes that have been worn, washed or altered in any way. All items must be returned unworn and unwashed.
Other Items: All items must be returned unworn and unwashed. The product tag must also be attached to the bag in order to return it.
When you return or exchange your items by shipping them back to us, your items will need to be in their original packaging.
Covid-19 pandemic:
All returns and exchanges are based on the date your order was delivered. We want to assure you that any shipping delays will not impact your return or exchange timeframe.
If you have additional constraints impacting your ability to return or exchange your order due to the Covid-19 pandemic, please let us know and we will work with you.

Q: When can I expect my refund?

A: Hang tight, it can take our warehouse up to two weeks to process your return after we receive your return. We'll be sure to send a refund notification email as soon as we've issued your refund!

Q: Does KOKOLU have special promotions, coupons or rebates?

A: We work hard every day to make premium-quality products that look great and feel amazing - all while minimizing our impact on the planet and cost to you. Sign up for our newsletter here or follow us on Instagram and we'll keep you updated with all our special promotions, coupons and fun activities.

 

SHIPPING & TRACKING

Q: How long will it take to get my order?

A: Normally it takes 10-15 days for you to get your order. Orders placed on Friday or over the weekend will ship on Monday, barring any national holidays.
*Please note: since most carriers are experiencing significant delays. We kindly request for customers to wait up to 20 business days from when order was shipped.
Due to the current pandemic, shipping on orders may be temporarily delayed. Your order may make an extra stop along the journey—rest assured that your package is on its way and that we're doing our best to get it to you.
Our goal is to maintain the safety of our employees and third-party partners during this time. We are working to take the necessary precautionary measures to protect everyone that works for and with us while complying with social distancing best practices.
The email you received with your tracking information is the best source for updates and the timing of your order. We promise it'll be worth the wait!

Q: Do you ship internationally?

A: Yes! We are able to accept online orders and ship internationally. If you do not see your country listed at checkout, get in touch with us at contact@kokolu.eco to receive information on shipping options and rates.

Q: What is the status of my order?

A: As soon as your order is shipped, you will receive an email confirming the shipment. The email will provide you with the tracking number of your order and a link to track your order. Please note that orders will only be trackable once your order has shipped.
Due to the current pandemic, shipping on orders may be temporarily delayed. Your order may make an extra stop along the journey—rest assured that your package is on its way and that we're doing our best to get it to you as quickly as we can.