• HOME DELIVERY: You will receive a confirmation email with tracking information as soon as your order has been shipped.
• PICKUP POINT DELIVERY: With this shipping method, you can pick up your order anywhere near your home. You will be notified when the package has arrived at the selected location.
• STORE PICKUP: This method is currently not available, but our team is already working on it.

You can find more information about shipping here.

• United Kingdom: 5-7 business days
• Spain: 24/72 hours
• Canary Islands: 7-10 business days
• Portugal (Peninsula): 3-5 business days
• France, Belgium, Austria, Netherlands, Germany, and Italy: 3-5 business days
• Ireland, Poland, Denmark, Czech Republic, Hungary, Slovakia, and Slovenia: 3-10 business days
• Sweden, Greece, Norway, Finland, Croatia, Estonia, Latvia, and Lithuania: 5-10 business days
• Luxembourg: 4-5 business days
• USA: 7-10 business days

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

+info on shipping times

Access our shipping policy

If you have registered an incorrect shipping address, you can send us the request through the contact form.

We currently ship to the Canary Islands.

We currently do not offer shipping services to Melilla, Ceuta, the Azores, or Madeira.

More information about shipping

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

If you haven't received it, please check your spam folder. If you don't have it, please write to us at Contac Us

To track your order:

1. Log in to your account
2. Find the order
3. Click on the order number

From your customer login, you can view the status, tracking, and tracking information from the shipping agency.

As soon as the order is prepared and picked up by the courier, you will receive an email with the tracking information.

If your order has been prepared for more than 72 hours and you have not received tracking information, please contact us.

We're sorry, but your order cannot be modified or extended.

Write to us using the contact form.

If the order is being prepared, we can process the cancellation and refund, so you can process it again.

If this isn't possible, you can return it once you receive it.

If you have received your order and an item is incorrect or damaged, please contact us using the contact form. Briefly explain what happened, and our customer service department will review your case and resolve the issue.

*Under no circumstances should you request a return, as a refund will be issued, including return shipping costs.

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.

You have 14 calendar days from receipt of your order to process your return.

KOALA BAY reserves the right to reject returns that have not been notified, are sent after the deadline, or are not in the same condition as when received.

*The deadline has been extended through Black Friday until January 11, 2026.

Return processes entail specific fees, which will be deducted from your refund. Keep this in mind when requesting your return. Return fees

For hygiene and safety reasons, returns of swimwear may not be accepted if the security sticker or seal has been removed. Returns of products that are not returned in the same condition as when they were shipped may also be rejected.

Koala Bay may depreciate the refund amount or reject the return of items that are not in their original condition. For example, products that have any defects, such as stains, rips, tears, or signs of use, without justified cause. Any damage to the product may entitle you to a partial refund.

We reserve the right to reject exchanges and returns that are notified, sent after the deadline, or items that are not in the same condition as when received.

Click the link below to start your return.

If you made your purchase online, in-store returns are not yet available (coming soon). You must process your online return through the returns porta.

If you made your purchase in a physical store, you must contact or visit the store to make the return. Here is a Koala Bay Stores List.

Consumers have a 14-day right of withdrawal from receipt of the product to process its return.

If you withdraw from this contract, we will refund all payments received from you, including delivery costs, provided the order has not been shipped and you have communicated this before the order is shipped/processed.

In most cases, refunds are processed instantly. However, the Reveni system itself determines whether the refund is issued 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 waiting for the return process to complete.

You will be refunded the monetary value of the returned products at the price you purchased them, excluding shipping costs (this includes sale items), and the will be return shipping costs deducted.

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.

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.

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

Payment by bank card

Payment with Bizum

Payment with Paypal

Google Pay

Apple Pay

Klarna

If you have a promotional code, apply it before completing your order.

Here's how:

• In the "Purchase Summary" section, enter the promotional coupon in the box and click "Apply Discount Code."

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

If the code is invalid, no discount will be applied and an error message will appear. If this occurs, it is because the conditions of use for the promotion are not met. Review the conditions of use.

You must be registered on our website koalabay.com to use the discount code.

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

Discount coupons will be valid only during the campaign period, both days included. Once this period ends, they will expire and become worthless.

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 for an item and have applied a discount or promotion, the refund will be the price of the item with the discount applied.

Prices include taxes depending on the country or territory of delivery.

Please note that shipments to the United Kingdom, the United States, and the Canary Islands may be subject to tariffs, local taxes, or customs clearance fees upon arrival.

We recommend checking the customs conditions of your country or region before placing your order.

You can register in the user menu by clicking Create an account. Simply fill out the contact form.

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.

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