You can request a return through the section "My merchandise returns" on your Koala Bay account. You can also send us an email to [email protected] 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.

You can return any item for a refund, within 15 calendar days of receiving the order.

Refunds are made, unless otherwise specified, in the same payment method in which the purchase was made.

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.

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 [email protected] or call us at +34 965 047 890 and we will give you a solution as soon as possible.

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.