You have 14 calendar days from the receipt of your order to make any size or item changes.

Requesting a size exchange is very simple:

1. Access our exchanges and returns portal and indicate the new size you wish to receive. Exchanges and Returns Portal
2. Once the request is confirmed, a new order with the correct size will be automatically generated.
3. You will receive instructions for returning the original garment.
4. You must drop off the item you wish to exchange at the designated drop-off point to return the garment you wish to exchange to us.
5. Once the return has been handed over to the carrier, the new order will continue its shipping process.

Please remember that the item must be returned in perfect condition, unworn, and with its original tags.

At Koala Bay, we want you to find your perfect size as comfortably as possible. Therefore, the first size exchange is completely free for orders placed in Spain.

If, upon receiving your order, you need a different size, you can request an exchange at no additional cost. Once processed, you will receive the new size and will only need to return the original garment by following the instructions provided in our returns and exchanges portal.

At Koala Bay, we want you to find your perfect size. That's why we offer a simple size exchange service so you can receive the correct size without having to make a return and a new purchase.

The cost of the service is €9.95 for European Union countries, as it includes both the shipping of the new item and the handling of the return of the original item.

This way, you can make the exchange quickly and easily from our returns and exchanges portal.

Yes. If, after receiving the new size, you decide not to keep the item, you can request a return by contacting our Customer Service Department.

Returns can only be processed once the original exchanged garments have been correctly delivered and received. Additionally, returns made after a size exchange are subject to the return fees applicable in your country, which will be deducted from the refund amount.

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

Purchases made in-store cannot be managed through the online channel. Likewise, purchases made online cannot be processed in physical stores.

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

Steps to follow:

1. Indicate your order number, including the # symbol (e.g., #3190).
2. Enter your email.
3. Select the garments or accessories you wish to return and the reason for the return. This will help us improve our service!
4. Select the nearest Drop-off Point to you.
5. To correctly complete the return, you must drop off the package at the Drop-off Point you have selected.

You will receive an email with the return label, which you can affix to the package and deliver to your nearest drop-off 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 as when received, with its original packaging and tags.

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If your return is from the USA:
Due to reasons beyond the company's control and the complexity of customs processing, we cannot 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 items to be returned by your own means.

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

Returns involve specific costs, which will be deducted from the refund. Please bear this in mind when requesting your return.

SPAIN

Peninsula:

• Drop-off point (CORREOS): €5.95

Balearic Islands:

• Drop-off point (CORREOS): €7.95

Canary Islands:

• Drop-off point (CORREOS): €14.95

EUROPE

Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, Netherlands and Portugal:

• UPS Access Point: €10.95

Croatia, Czech Republic, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Sweden

• UPS Access Point: €16.95

The indicated price corresponds to the return of a single item. An additional cost of €2 will be applied for each extra item included in the return. This measure is part of our commitment to sustainability and logistical efficiency, aiming to reduce transport-related emissions and optimize return management.

UNITED KINGDOM

• FedEx Collection Point: £17.90*

*Base price for 2 items. An additional £2.95 fee will be charged for each extra item included in the return.

*The refund may be reduced if the returned products do not have labels, have been used, tampered with or have tampered security seals.

Refunds are processed, except in special cases, using the same method as the original purchase. We deduct the costs incurred for delivery and collection of the goods when processing the refund, as these are external services.

Refunds are processed instantly in most cases. However, it is the Reveni tool itself that determines whether the refund is processed immediately or via bank transfer.

In both cases, the refund is processed before we receive the product, so you can make a new purchase without having to wait for the returns process to be completed.

The monetary value of the products you have returned will be refunded at the price you paid for them, excluding delivery costs (this includes items on sale), and the return costs will be deducted.

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 (23/11–1/12) until 11th January 2026.

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 online@koalabay.es

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.