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What do I do to return something?

You can request a refund by logging in to your account and following these simple steps:

  • Login to your account.
  • Go to Orders.
  • In the order you wish to return, click on "Data". THE ORDER MUST BE IN “SENT” STATE TO BE ABLE TO MAKE A RETURN.
  • Once inside the order, select the items and quantities that you want to return.
  • Enter the reason for your return and click on "REQUEST RETURN"

A return number will be generated for you.

You must send the package to the address:

Koala Bay | e-Commerce INT
Camí de Saoní, 43
03290 Elx

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?

The deadline for any return is 30 calendar days from receipt of the order. We extend return time until January 10 on orders placed from November 17.

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 customerservice@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, swimwear 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.

The shipping cost to our warehouse has to be covered by the customer in the returns.

Return through the online channel of products purchased in physical stores of Koala Bay

All changes and returns of products purchased in our stores must be made in one of our physical stores.

If you have purchased an item in one of our stores and it has been defective and you live in a province where we do not have Koala Bay stores, please send an email to customerservice@koalabay.es. In the email you must indicate your personal information (name, address and telephone number), attach the purchase receipt and indicate your incident.

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