Customer Service Hours:

• Monday to Friday: 8:00 AM–5:00 PM

You can contact our customer service team through our contact form.

If we haven't responded to your request within 24 business hours, please contact us again. In the meantime, we'll try to respond as soon as possible.

Yes, we have +50 stores spread across Spain. Here is the list of Koala Bay stores .

Yes, our customer service is available in several languages ​​to serve our international customers.

If you're already a Koala Bay customer, log in before you begin. If you don't, don't worry: you'll be able to access your account later, once your cart is ready.

1. Browse the website and choose the products you like best.
2. Select size and color, and click "Add to Cart."
3. Want to continue shopping? Repeat the process until your cart is complete.
4. When you've completed everything, click "Checkout."
5. Fill in your personal details, choose the shipping and payment methods.
6. Finally, click "Pay Now" and wait for confirmation.

Ofrecemos múltiples opciones de pago para su comodidad, incluyendo tarjetas de crédito y débito (Visa, Mastercard, American Express), PayPal, y, pagos a través de plataformas como Bizum, Google Pay, Apple Pay y Klarna.

Yes, all payments on our website are completely secure. We use SSL encryption technology to protect your personal and banking information, and we have internationally recognized security certifications.

To make changes or cancel your purchase, please contact us as soon as possible.

Once your order has shipped, you'll receive an email with a tracking link and carrier information. You can also track it from your account. Go to "My Account."

Yes. You can check the full list of available shipping destinations here.

Delivery time depends on the destination. See all shipping destinations here.

Shipping costs vary depending on the destination. Each country has a specific rate, which is detailed during the checkout process. See here shipping cost.

We apologize for any inconvenience this may cause.

If you receive a damaged or incorrect item, please contact our customer service team within 14 days of receiving your order.

At Koala Bay, we have adapted our delivery process to comply with these regulations and offer the best possible experience to our UK customers.

Orders up to £135 (VAT included – DDP)

• Orders with a total value equal to or below £135 (excluding shipping and insurance) are shipped under DDP (Delivered Duty Paid) terms.
• This means that Koala Bay collects UK VAT at the time of purchase, so no additional charges will apply upon delivery.
• The price shown at checkout already includes all applicable taxes.

Orders over £135 (VAT and duties payable upon delivery – DAP)

• Orders with a total value over £135 are shipped under DAP (Delivered At Place) terms.
• In this case, import VAT and any applicable duties are collected by UK customs when the package arrives in the country.
• The carrier FEDEX may contact you to arrange payment before delivery.
• The exact amount of these charges depends on UK customs regulations and is beyond Koala Bay’s control.

Our return policy is designed to ensure your satisfaction. Ask for more information.

You have 14 calendar days from the date you received your order to begin the return process. This period allows you to evaluate your purchase at your leisure.

Return shipping costs are borne by the customer, except in cases where the product arrived defective or incorrect, in which case they will be considered an exception.

For hygiene and safety reasons, we do not accept returns on certain items. Please carefully review each product description and our return policy before purchasing.

Yes, our discount coupons have a specific expiration date, which is clearly indicated in the terms and conditions of each coupon.

You can subscribe to our newsletter by entering your email address here.

No. It's not possible. We recommend reviewing the terms of use for each coupon for more details.

Yes. Here's how it works.

KOALABAY CLUB

We implement technical and organizational security measures to protect your personal data from loss, manipulation, disclosure, or alteration.

We collect personal information such as your name, email address, postal address, and payment details to process your orders and improve your shopping experience.This data is used to manage your purchases, send you updates about your order, and, if you have given your consent, inform you about promotions and news. +info

Yes, you have the right to request the deletion of your personal data at any time. To do so, please contact our customer service team, and we will delete your data in accordance with applicable data protection regulations.

Yes, we use cookies to improve your experience on our website. You can find detailed information about the use of cookies and how to manage them in our Cookie Policy, available on our website.

If you're having trouble accessing your account, please first verify that you're entering the correct email address and password. If the problem persists, you can use the "Recover Password" option on the login page or contact our customer service for further assistance. Contact

To reset your password, click the "Forgot your password?" link on the login page. Enter your registered email address, and we'll send you a link to create a new password. Be sure to check your inbox and spam folder in case the email doesn't arrive.

If you encounter a technical problem, please let us know via our contact form.