FAQs

PRODUCTS & FIT

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

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 service@kokolu.com for some personalized advice!

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!

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!

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!

Each bag is knit with 100% recycled plastic bottles with Formed-In-One-Time technique. It is the “greenest” bag ever.

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

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 service@kokolu.com 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.

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.

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!

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

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!

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 service@kokolu.com to receive information on shipping options and rates.

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.

ABOUT US

KOKOLU is a luxe casual fashion brand that makes sustainable, comfortable and fashionable shoes & clothing for all women.
Sustainable
The Wiser Your Choice, The Better Our Earth.
From the materials through the production process, KOKOLU has been working to offset our carbon footprint. We take seriously our social responsibilities and use recycled materials that are strictly researched and tested before they meet the most advanced manufacturing and creation techniques.
Comfortable
Feeling Like Walking On The Marshmallows.
Recycled natural rubber makes our soles comfortable and light-weight. Our insoles are engineered to cushion and breathe, ensuring you love every step of your life. Wearing a pair of KOKOLU feels like walking on a cloud, so you can just go out and embrace your life.
Fashionable
May Be The Most Beautiful Sneakers Designed For Women.
The minimal yet eye catching design makes KOKOLU easy and natural to mix and match with your every look, bridging fashion with functionality and making it always the right fit to suit a variety of life’s occasions, to the gym, at work, or for your wedding, you name it. The highest quality is married with engineered simplicity to produce products that are a diverse as our customers.

We always have our goal of reversing the environmental impact of consumption in mind. We inform people to make wiser choice for themselves as well as our earth by making responsible products that respect nature.

Our Materials: We choose our materials meticulously to make sure that they are of the most environmentally sustainable. We rely on gold standard certifications like Forest Stewardship Council (FSC) for the source of our outsole.

Our Packaging: Our commitment to sustainable materials also extends to our packaging. Our packaging is made from 100% recycled materials, and all packaging is recyclable.

Our Supply Chain: Our supply chain partners are all GRS certified so to make sure the whole process of production meets our highest standards.

Our manufacturing partner is located in Dongguan China, which is a WRAP certified factory. Being one of the nation's most innovative producers, it has been working closely with us on new materials development, production innovations as well as working conditions improvements for the amazing workers who make our products.