Spain (Peninsula) and Balearic Islands
Free shipping costs for purchases of 49€ or more on orders destined for mainland Spain. For orders of a lower amount, the standard shipping costs of 4,50€ on mainland Spain and 9,90€ on the Balearic Islands apply. The order will be delivered within approximately 48/72 hours* (in working days) from order confirmation via CTT Express (Peninsula) and SEUR (Balearic Islands).

Canary Islands
7-10 working days through TIPSA. Shipping cost 9,90€.
Taxes (DUA): Customs costs and IGIC will be assumed by the consumer.

Portugal (Peninsula)
3-5 working days via the transport agency TIPSA. Free shipping for purchases of 59€ or more. For orders of a lower amount, the standard shipping costs of 5,95€ apply. The order will be delivered within approximately 48/72 hours* (in working days) from the order confirmation.

*This period may be longer during sales, Christmas, Black Friday or special promotions.

France, Belgium, Austria, the Netherlands, Germany and Italy
3-5 working days via the GLS transport agency. Free shipping for purchases of 149€ or more. For orders below this amount, standard shipping costs of 9,90€ apply.

Ireland, Poland, Denmark, Czech Republic, Hungary, Slovakia and Slovenia
3-10 working days via the GLS transport agency. Free shipping for purchases of 149€ or more. For orders of less than 14,90€ standard shipping costs apply.

Sweden, Greece, Finland, Croatia, Estonia, Latvia and Lithuania
3-10 working days via the GLS transport agency. Free shipping for purchases of 149€ or more. For orders below this amount, standard shipping costs of 24,90€ apply.

Luxembourg
4-5 working days via the transport agency GLS. Free shipping for purchases of 149€ or more. For orders of less than 149€, standard shipping costs of 11,90€ apply.

United Kingdom
5-7 working days via the GLS shipping agency. Minimum order amount: £135. Shipping cost: £35.ROW: Customs costs (import) and UK VAT will be borne by the consumer. Delivery dates will depend on the speed of customs clearance and may take several days.

USA
7-10 business days via FEDEX freight forwarder. Minimum order amount: $100. Shipping cost $70.
ROW: Customs costs will be borne by the consumer.

Once you have made the payment, you will receive a confirmation e-mail with your order details. In case you do not receive it, we recommend you to check your Spam folder in case you have received it there. If you can't find it either, please contact us using the form on the contact page.

When your order is shipped, you will receive a confirmation email and the next day the courier will give you the delivery details. If you have an account with Koala Bay, you can log in and check 'My orders' to find out the current status of your order ("Ready" means it has already left the warehouse and will be delivered within 48 hours).

If you have a Koala Bay promotional code, log in to our site and you can use it before placing your order at checkout in the "Shopping cart summary". Enter the promotional code and click on "Apply discount code". If the discount code is valid you will see the discount applied in the order summary. Koala Bay promotions (discount codes) are limited to one per person per online order. Promotional codes are not cumulative. In case of return or exchange, the value of the voucher will not be refunded. The voucher cannot be redeemed for cash.

You can check the status of your order in your account. If you are not registered with koalabay.com check your email to see if we have sent you an email informing you of your order. If you have not received your order after the delivery time, please contact customer service using the form on the contact page with your name and surname, order number, date of order and we will respond as soon as possible.

In specific cases, Koala Bay may ship products from different logistics points.

As a result, you may receive your order in several shipments and packages. However, the delivery time will try to comply with the provisions of the general conditions of sale.

In progress.

Click on the following link to initiate your return: returns portal

Here are the steps to follow:
1) Enter your order number, including the # symbol, (e.g. #3190).
2) Enter your email address.
3) Select the garments or accessories you wish to return and the reason for return, this will help us to improve our service!
4) Select the Delivery Point closest to you.
5) In order to complete the return correctly, you must deposit the package at the Delivery Point you have selected. You will receive an email with the return label, which you can attach to the parcel and hand in at your nearest Delivery Point. If you do not receive the email with the label, please contact us.

NOTE: Remember that to return an item it must be in the same condition in which it was received, with its original packaging and tags.
...

If your return is from the UK or USA: For reasons beyond our control and due to the complexity of customs clearance, we are unable to cover the costs associated with returns to these countries, which include taxes and customs fees. Unfortunately, if you wish to make a return, you will have to assume these costs and send the garments to be returned by your own means, always notifying customerservice@koalabay.es that you are going to process the return.

To make things easier for you, we are at your disposal through our customer service. We will contact you as soon as possible.

The deadline for any return is 14 calendar days from receipt of the order. **We extend the deadline for returns until 10 January for orders placed after 17 November.

KOALA BAY reserves the right to refuse returns not communicated, sent after the deadline, or garments that are not in the same condition in which they were received.

THE FIRST RETURN IS FREE OF CHARGE (we take care of the cost of leaving the package at a delivery point). Only in Spain peninsula.

Remember that the return process from the Balearic Islands or internationally involve specific costs that we will deduct when making the refund.

The return process involves specific costs, which are deducted from the refund. Please take this into account when requesting a refund.

Spain (Peninsula): 3,95€.

Spain (Balearic Islands) and Portugal: 5,95€.

Canary Islands: 4,95€.

European Union: 14,95€ (Drop Off).

Returns are made, except in special cases, in the same way in which the purchase was made. We deduct the costs generated in the shipping + collection of the goods (if applicable) when making the return, as they are external services.

Once the return is approved (after receiving the items and as soon as we verify their condition), we proceed to process the refund. Please note that credit card payments depend on the bank. The approximate refund period is 10 working days from receipt of the product.

For hygiene and safety reasons, we do not accept returns of swimwear if the sticker or security seal has been removed. We do not accept exchanges or returns of costume jewellery.

IMPORTANT INFORMATION:

We will not accept or refund products that are defective in any way, such as stains, tears, rips, tears, or that show signs of damage,
tears, rips, tears or that show signs of use.

KOALA BAY reserves the right to refuse exchanges and returns communicated, sent after the deadline, or garments that are not in the same condition in which they were received.

BLACK FRIDAY
We’ve extended the return period for purchases made during the Black Friday period (25/11–1/12) until 12th January.

We will refund the monetary value of the products you have returned to us, at the price you bought them, without the shipping cost (this includes items on offer). If there is any error in the refund of your order, please contact us at customerservice@koalabay.es or call us on +34 965 047 890 and we will give you a solution as soon as possible.

If you have purchased an item in one of our physical shops and want to return it, you can go to any of our shops or contact us by clicking here.

To guide you in choosing your size, you can consult our size guide.

As a registered user you will be able to shop easily without having to fill in your details each time. In your user profile you can check the status of your orders at any time and review your purchase history and we will inform you promptly about our news and exclusive promotions for registered users.

You can change your password, address and telephone number at any time. To do this, go to the My Account section on the Koala Bay website.

If you have a promotional code, remember that it will only be valid under the following conditions:

- You must be registered on our website koalabay.com.

- The coupon will only be applicable once the minimum order committed in the coupon is exceeded. It will never be applied to articles with another discount or active promotion.

- The discount coupons will only be valid during the period between the days of the campaign, both days included. Once this period has expired, the voucher will expire and become invalid.

- Redeemable exclusively in our online shop koalabay.com.

- Promotions are not cumulative and are limited to a single use per user.

- The discount is divided proportionally between each of the articles. If one of the articles is returned, the proportional part paid for this article will be refunded; this article will never be refunded in its entirety and the total discount will be applied to the remaining articles.

- In case of return of the complete order the discount is lost.

BLACK FRIDAY: Exclusive online promotion from 25 Nov. to 1 Dec. 2024
*Discounts applied on the price of the product. Discounts on selected products.
Discount not combinable with other offers or promotions.