Total guarantee

If something does not suit you, you can change it if it complies the requirements specified below.

- What do I do to exchange something?
As long as you keep the waybill and the item in the same conditions as received, with original packaging, wrapping and labels, you can change them.
To make an exchange, you can contact us at info@koalabay.es to ask for the excahnge and specify the products to change. It is mandatory to include the waybill inside the package.

When preparing the products to return, and to avoid damages on the articles, is important to put them on the original packaging, that has not to have any damage or modification. At the same time, the products with the original packaging should be put inside another box where the shipping information will be included.

Once we have received the package, we will generate a new order with the products to change.

- Can I change any item?
For hygiene and safety reasons, bikini panties changes are only allowed if the sticker and sealed up haven’t been removed. We don’t accept changes of accessories or jewelry.

How long do I have to make the change?
You can change any item within 15 calendar days of receiving the order.

KOALA BAY reserves the right to reject changes and returns previously communicated, sent later, or clothes that are not in the same condition they were received.

The first change is free (we take care of the cost of sending the messenger to your home, bring here the article and send the product to change) only in Spain peninsula and Portugal.

For the rest of countires, the user is responsible of arrange and pay the shipping to our warehouse.


What do I do to return something?

You can request a return through the section "My merchandise returns" on your Koala Bay account. You can also send us an email to info@koalabay.es to request a return and we will inform you of the steps to follow (shipments on delivery or cash on delivery will not be accepted).
Remember that to return something, it has to be in the same condition they were received.

When preparing the products to return, and to avoid damages on the articles, is important to put them on the original packaging, that has not to have any damage or modification. At the same time, the products with the original packaging should be put inside another box where the shipping information will be included.

How long do I have to return something?
You can return any item for a refund, within 15 calendar days of receiving the order.

How do I receive the refund?
Refunds are made, unless otherwise specified, in the same payment method in which the purchase was made.

When will I receive my refund?
Once the return is approved (the goods will be inspected on return), we proceed to process the refund. Please note that income to credit cards depend on banks.

What should I do if the amount of my return is not correct?
We will refund the price you purchased your item at, including sale items. If there is an error in the reimbursement of your order, please contact us at info@koalabay.es or call us at +34 965 047 890 and we will give you a solution as soon as possible.

Can I return any item?
For hygiene and safety reasons, bikini panties changes are only allowed if the sticker and sealed up haven’t been removed. We don’t accept changes of accessories or jewelry.

KOALA BAY reserves the right to reject changes and returns communicated, sent later, or clothes that are not in the same condition in which they were received.