Our schedule is Monday to Thursday 9:00 - 14:00 / 15:00 - 18:30h Friday 9:00 - 15:00h

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

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

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

Please indicate your preferred language when contacting us, and we will do our best to assist you in that language.

If you are already a Koala Bay customer, please log in first. It doesn't matter if you don't do it first, you will be able to access your account later once you have your shopping cart and your chosen products.

To place an order at Koala Bay, simply browse the website and choose the products you like. Select the size and colour and click on the “add to basket” button. If you want to continue browsing and add more items, repeat this process until your shopping cart is complete.

Once the basket is complete, click on “Complete order”. You will land on a new page where you must fill in your details, choose the shipping method and the type of payment. Click on “Pay now” and wait until the order validation is complete.

We offer multiple payment options for your convenience, including credit and debit cards (Visa, Mastercard, American Express), PayPal, and payments through platforms such as Bizum, Google Pay and Apple Pay.

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.

Yes, you can modify or cancel your order as long as it has not been shipped. To make changes, please contact us as soon as possible through our customer service. Once the order is in transit, we can no longer make changes.

Once your order has been shipped, you will receive an email with a tracking link. You can also track your order directly from your account on our website, under the "My Orders" section.

Yes, we offer international shipping to many countries. You can see the full list of available destinations during the checkout process in our shipping information section.

Delivery time depends on the destination and the shipping method selected. For domestic shipments, it is usually 1 to 3 business days.

International shipments may take between 3 and 15 business days, depending on the destination country and possible customs processes.

Shipping costs vary depending on the destination. Each country has a specific rate, which is detailed during the purchase process.

Additionally, on special occasions, we offer free shipping promotions for orders over a certain amount.

We regret any inconvenience this may cause.

If you receive a damaged or incorrect item, please contact our customer service within 14 days of receiving your order. We will provide you with instructions on how to return the item at no additional cost and will either send you the correct product or issue a refund, depending on your preference.

Our returns policy is designed to ensure your satisfaction. We offer a 15-day period from receipt of the product so that you can return it if it does not meet your expectations.

The item must be in perfect condition, unused and with all original tags.

You have 14 calendar days from the date you received your order to start the return process. This period allows you to evaluate your purchase with peace of mind.

Return shipping costs are borne by the customer, except in cases where the product has arrived defective or incorrect.

For standard returns, the shipping cost will be deducted from the refund or will be requested during the return process.

For hygiene and safety reasons, we do not accept returns on the following products:

• Swimsuits that have been used or that do not have a sanitary pad.
• Jewelry and sunglasses
• Items and accessories that have been opened or used.

We recommend that you carefully review the description of each product and our return policy before making your purchase.

If you have any questions, our customer service team is here to help.

Yes, our discount coupons usually have a specific expiration date, which is clearly stated in the terms and conditions of each coupon. They are also valid for one-time use. We suggest you check this information upon receiving the coupon to ensure you use it within the valid period.

You can subscribe to our newsletter by entering your email address in the relevant section of our website.

It is generally not possible to combine multiple discount coupons in a single purchase, unless otherwise stated in the coupon terms and conditions. We recommend that you review the usage policies of each coupon for more details.

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

We collect personal data such as 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.

Your personal data is not shared with third parties except when necessary to process your order (for example, with courier companies) or when required by law.

We are committed to protecting your privacy and using your data only for the purposes set out in our privacy policy.

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

Yes, we use cookies to improve your experience on our website. Detailed information on how we use cookies and how to manage them can be found in our Cookie Policy, available on our website.

If you are having trouble accessing your account, please first verify that you are 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.

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 for any errors.

If you encounter a technical issue, we ask that you inform us via our contact form. Please include a detailed description of the issue, screenshots (if possible) and the device/browser you are using so that we can resolve it as soon as possible.