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FAQ

Shipping

Shipping Methods
  • HOME DELIVERY: Delivery time will be 1-3 working days* (in the Peninsula). You will receive a confirmation email with tracking information as soon as your order has been shipped. Log in to your account to see detailed tracking for each order.

  • DELIVERY TO A COLLECTION POINT : Delivery time will be 1-3 working days*. With this shipping method you can pick up your order at any point near your home. We will show you the available delivery points at the time of purchase according to your postal code. Once the order has been deposited at the delivery point, the transport agency will notify you by email that the order has been deposited and you can then pick it up.
Shipping times
  • Spain (Peninsula) and Balearic Islands: 1-3 working days*

The order will be delivered within approximately 24/72 hours* (on working days) from the confirmation of the order through TIPSA (Peninsula) and GLS (Balearic Islands).

  • Canary Islands: 7-10 working days*

Shipping is done through TIPSA. Taxes (DUA): Customs costs and IGIC will be borne by the consumer.

  • Portugal (Peninsula) : 3-5 working days *

Shipping is carried out by the transport agency TIPSA. The order will be delivered within approximately 48/72 hours* (on working days) from the confirmation of the order.

*This period may vary depending on promotional periods, time of year, shipping address, time of purchase and availability of items.

  • France, Belgium, Austria, Netherlands, Germany and Italy: 3-5 working days

Shipping will be done via GLS. The order will be delivered within 3-5 working days from order confirmation.

  • Ireland, Poland, Denmark, Czech Republic, Hungary, Slovakia, Slovenia: 3-10 business days

Shipping will be done via GLS. The order will be delivered within 3-5 working days from order confirmation.

  • Sweden, Greece, Finland, Croatia, Estonia, Latvia, Lithuania: 5-10 business days: 3-10 business days

Shipping will be done via GLS. The order will be delivered within 3-5 working days from order confirmation.

  • Luxembourg: 4-5 working days

Shipping will be done via GLS. The order will be delivered within 3-5 working days from order confirmation.

  • United Kingdom 5-7 working days

The shipping agency in charge of the shipment will be GLS. Minimum order amount: £135. ROW: Customs costs (import) and UK VAT
will be assumed by the consumer. Delivery dates will depend on the
agility in customs clearance, which may take several days.

  • USA 7-10 business days

Shipping will be done via Fedex. Please note that the minimum purchase amount must be over $100. ROW: Customs costs will be borne by the consumer.

Shipping costs
  • Spain (Peninsula) and Balearic Islands: FREE on orders over €49

Free shipping costs for purchases of €49 or more for orders to mainland Spain. For orders of a lower amount , standard shipping costs of €4.50 apply in the mainland and €9.90 in the Balearic Islands .

  • Canary Islands: Shipping cost €9.90

Shipping is done through TIPSA. ** DUA and IGIC taxes will be assumed by the consumer.

  • Portugal (Peninsula) : FREE on orders over €59

Free shipping for purchases of €59 or more. For orders of lesser amounts, standard shipping costs of €5.95 apply.

*This period may vary depending on promotional periods, time of year, shipping address, time of purchase and availability of items.

  • France, Belgium, Austria, Netherlands, Germany and Italy: FREE for purchases of equal or greater amount
    at 149€

Free shipping costs for purchases of an amount equal to or greater than €149. For orders of a lower amount, standard shipping costs of €9.90 will apply.

  • Ireland, Poland, Denmark, Czech Republic, Hungary, Slovakia, Slovenia: FREE for purchases of €149 or more

Free shipping for purchases of €149 or more. For orders of lesser amounts, standard shipping costs of €14.90 will apply.

  • Sweden, Greece, Finland, Croatia, Estonia, Latvia and Lithuania: 5-10 business days: FREE for purchases of €149 or more

Free shipping for purchases of €149 or more. For orders of lesser amounts, standard shipping costs of €24.90 will apply.

  • Luxembourg: FREE for purchases of €149 or more

Free shipping for purchases of €149 or more. For orders of lesser amounts, standard shipping costs of €11.90 will apply.

  • United Kingdom: Shipping cost £35

Minimum order amount: £135. ROW: Customs (import) charges and UK VAT will be borne by the consumer.

  • USA: Shipping cost $70

Minimum purchase amount must be greater than $100. ROW: Customs costs will be borne by the consumer.

Modify shipping address

If you have entered an incorrect shipping address and your order is not yet ready, you can send us a request via the contact form.

Shipping to the Canary Islands, Ceuta and Melilla

We currently ship to the Canary Islands.

At the moment we do not offer shipping service to Melilla, Ceuta, Azores Islands or Madeira

Orders

Purchase confirmation

Once payment has been made for your order, you will receive a confirmation email with your order details.

If you do not receive it, we recommend checking your spam folder. If it is not there, please contact us using the form on the contact page.

Order tracking

To track your order:

  1. Access your account
  2. Find the order
  3. Click on the order number to display all the information

From your customer access you will be able to see the status, tracking and shipment tracking of the transport agency.

As soon as the order is prepared and collected by the courier, you will receive an email from the transport agency with the tracking so that you do not lose track of the status once it has been sent.

Order modification

We are sorry, but the order cannot be modified or extended.

Write to us through the contact form and if the order is being prepared, we can process the cancellation and refund, so you can process the order again.

Cancel order

If your order is not ready, you can request cancellation here .

If this is not possible, once you receive it, you can return it .

Incident with received items

If you have received an unsolicited item, please contact us via the contact form . Briefly explain what happened and our customer service department will review your case and resolve the issue.

If you have received a defective item, do not request a return of the item without first contacting our customer service team so they can help you process the process correctly. Write to us using the contact form and briefly explain what happened, as well as whether you want a replacement or a refund of the item.

Status of my order

Log in to your account to view the status of your order. Enter your email and password.

You will land on the My Account panel. You will be able to see all processed orders as well as their status.

If your order is already prepared , you will receive an email with the order tracking.

If your order has been ready for delivery for more than 72 hours and you have not received tracking information, please contact us so we can provide you with more information.

Split order

Occasionally, to speed up delivery, one or more items in the order may be sent from other logistics centres.

If this happens, you will be notified via email, detailing which items have been separated and from which agency or medium they will be sent.

In no case will this situation entail an additional cost for shipping costs, nor will it affect in any way the exchange/return process.

Cancel order

If your order has not yet been prepared, please contact the Koala Bay team to process the cancellation of the order.

You can contact us quickly through the contact form

If this is not possible, once you receive it, you can return it here .

Return

Return period

You have 14 calendar days from receipt of the order.

KOALA BAY reserves the right to reject returns that have not been communicated, have been sent out of time, or items that are not in the same condition as when they were received.

*Deadline extended during Black Friday until January 12, 2025.

Return costs

Return processes involve specific costs, which are deducted from the refund. Please take this into account when requesting your return.

  • Spain (Peninsula) : Delivery to a collection point €4.95 // Home collection €5.95
  • Spain (Balearic Islands) and Portugal : €6.95
  • Canary Islands : €6.95
  • European Union : €14.95 (Drop Off)

Please note that initial shipping charges paid by the customer are non-refundable.

Return conditions

For reasons of hygiene and safety, returns of swimwear may not be accepted if the security sticker or seal has been removed, as well as those products that are not returned in the same condition in which they were delivered.

The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.

The customer will assume the direct costs 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 have a defect, such as stains, tears, rips or signs of use.

Any damage to the product may entitle you to a partial refund.

KOALA BAY reserves the right to refuse changes and returns that have been notified, sent after the deadline, or items that are not in the same condition as when they were received.

Return process

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

Steps to follow:

  • Please enter your order number, including the # symbol (e.g. #3190).
  • Enter your email (with which you made the purchase)
  • Select the items or accessories you wish to return and the reason for the return. This will help us improve our service!
  • Select the Delivery Point closest to you.
  • In order to complete the return correctly, you must drop off the package at the Delivery Point you have selected or hand it over to the delivery person when they collect it from your home.
  • You will receive an email from the shipping agency with which you will be making the return and it will indicate the next steps to follow.

*If you do not receive the email from the selected shipping agency, 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.

If your return is from the UK or the USA: Due to reasons beyond the company's control and the complexity of customs processing, we cannot assume the costs associated with returns, which include taxes and customs fees.

Unfortunately, if you wish to make a return, you will have to assume these tariff and/or customs costs and send the items to be returned by your own means.

To facilitate the process, we are at your disposal through our customer service department. We will contact you as soon as possible.

In-store return

If you have purchased an item in one of our physical stores and want to process a return, you must go to any of our Koala Bay physical stores or contact the store directly.

Koala Bay Stores List

Right of withdrawal

Consumers have a right of withdrawal of 14 days from receipt of the product by notifying customerservice@koalabay.es and indicating the reason for withdrawal or processing their purchase return. And consequently 14 days to send us the return.

In the event of withdrawal from this contract, we will refund all payments received from you, including delivery costs, provided that the order has not been shipped and this has been communicated before the order is shipped/processed.

Refunds

Refund of a return

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 banking entities and the speed may vary depending on the banking entity.

The approximate refund period is 14 business days from when we receive the returned item.

The monetary value of the products you have returned will be refunded at the price you purchased them, excluding shipping costs (this includes items on sale).

Returns are made, except in special cases, in the same way in which the purchase was made.

The refund excludes the shipping costs paid at the time of purchase.

In the case of home collections and collection points, the shipping costs will be deducted from the refund.

Refund for purchase cancellation

The refund of your purchase in the event that you have requested an order cancellation or have exercised the right of withdrawal, will be within 14 business days.

It will be refunded to the same payment method with which you processed the purchase.

Refund of damaged garments

After requesting a refund for a garment that is defective or damaged upon delivery and having provided the express documentation for this, the customer service department will process the corresponding refund.

The deadline for this refund will be 14 business days.

It will be refunded to the same payment method with which you processed the purchase.

Errors in refund

If you have processed the return and have detected an error in the refund, please contact the customer service team.

Payments

Payment methods

Payment by bank card

Payment with Bizum

Payment with Paypal

Google Pay

Apple Pay

Klarna

Discount codes

If you have a Koala Bay promo code, log in to our site and you can use it before completing your order.

In the “Summary of your purchase” section, enter the promotional coupon in the box and click on “Apply discount code”

If the discount code is valid, you will see the corresponding discount applied in the purchase summary.

If the code is not valid , no discount will be applied and an error message will be displayed.

If this happens, it is because the conditions of use of said promotion are not met . Please review the conditions of use.

It is essential to be registered on our website koalabay.com to be able to use the discount code.

The coupon will only be applicable once the minimum order amount agreed upon in the coupon is exceeded. It will never be applied to items with another active discount or promotion.

Discount coupons will only be valid during the period between the campaign days, both days included. Once this period has ended, they will expire and become void.

Redeemable exclusively in our online store koalabay.com

Promotions cannot be combined and are limited to one use per user.

*Note: If you process a return of an item and a discount or promotion has been applied, the amount to be refunded will be the price of the item with the discount applied.

BLACK FRIDAY: Exclusive online promotion from Nov. 25 to Dec. 1, 2024

*Discounts applied to the product price. Discounts on selected products.

Discount cannot be combined with other offers or promotions.

Taxes

All products carry VAT
including.

Taxes are listed in the order confirmation for information purposes only, they are not charged separately.

If you check the price of the products and subtract the applied discounts, you will see that the total matches. We indicate the taxes only so that you know how much you are paying in total for your order, but you do not have to pay them separately.

Record

Register on the Koala Bay website

You can register in the user menu by clicking on Create an account. You just have to fill out the contact form.

As a registered user, you can shop comfortably without having to fill in your details every time. In your user profile, you can check the status of your orders and review your purchase history at any time.

We will also keep you informed about our news and exclusive promotions for registered users.

Modify my user data

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

Size Guide

Sizing/Size Guide

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

Can't find what you're looking for?

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