Returns
If something does not satisfy you, you can return it. Here we leave you all the information.
How to make a return?
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 labels.
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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, which include taxes and customs fees. Unfortunately, if you wish to make a return, you will have to bear these costs and send the garments to be returned by your own means.
To make things easier for you, we are at your disposal through our customer service. We will contact you as soon as possible.
RIGHT OF WITHDRAWAL
Consumers have a right of withdrawal of 14 days from receipt of the product to notify customerservice@koalabay.es and indicate the reason for withdrawal or processing your return of purchase. And consequently 14 days to send us the return.
In case of withdrawal by you from this contract, we will refund all payments received from you, including delivery charges.
Deadline for making a return
The deadline for any return is 14 calendar days from receipt of the order.
Remember that the return process involves specific costs that we will deduct when making the refund.
Return costs
The first return of each order is free for Spain Peninsula. From the second return per order the cost is € 3.95, which we will discount when reimbursement.
The return processes from the Balearic Islands or internationally carry specific costs, to discount from the reimbursement:
Spain (Peninsula): First free return. From the second return: € 3.95.
Spain (Balearic Islands): € 5.95.
Portugal: € 5.95
France: € 13.00
Italy: € 15.00
Germany: € 13.00
Belgium: € 15.00
Netherlands: € 15.00
Austria: € 15.00
Luxembourg: € 15.00
Ireland: € 35.00
Poland: € 20.00
Refunds
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 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 reimbursement period is 14 working days.
Return conditions
For reasons of hygiene and safety, bath linen may not be returned if the safety sticker or seal has been removed. As well as those products that are not returned in the same condition in which they were served.
The supply of sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery.
This period shall be deemed to have been observed if you return the goods to us before the period of fourteen days has expired. You shall bear the direct cost of returning the goods.
IMPORTANT INFORMATION: Koala Bay may depreciate the amount to be refunded for items that are not in their original condition. For example: products that present any defect, such as stains, rips, tears, breakages or that show signs of use. Any damage to the product may entitle you to a partial refund.
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.
Reimbursement errors
The monetary value of the products that you have returned to us will be refunded, at the price you bought them, without the cost of shipping (this includes items on sale). If there is an error in the refund 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.
Shop returns
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.
Contact us
Get in touch with us if you have any questions or concerns