Customer Care

How do I contact the Koisquad?


The Koisquad are always happy to hear from fellow Koigirls and Koibois, so don’t hesitate to pick up the phone, send an email or visit us in store.


For Customer Service:


For Career Inquiries:


For PR Inquiries:


For Wholesale Inquiries:


What are the KOIBIRD store details and opening hours?

Our address:
KOIBIRD, 62 Marylebone Lane, London, W1U 2PB


Our opening hours:

Monday – Saturday 10am – 6pm


Our digits: +44(0)207 935 1224

WhatsApp: +44 7388 480081



How do I place an order?


Orders can be placed on


Please contact us during our opening hours for inquiries on placing an order, returns or exchanges.



What payment methods does KOIBIRD accept?


We accept PayPal, GPay, ShopPay, ApplePay, Visa, MasterCard and American Express.



Can I change or cancel my KOIBIRD order once it’s been placed?


If your order hasn’t been dispatched, we will do our best to change or cancel it. Please contact us as soon as possible to update us on



What if I lose my account password?


Submit a “Forgot Your Password” form the Koi Account page, and a password reset will be emailed to the email address listed on the account.



When will I receive my KOIBIRD order?


We send all our parcels by DHL express, which means you’ll receive your order in 1-4 business days after it’s been processed.

You’ll find more information on our Koi Terms & Conditions page.



Can I track my KOIBIRD order?


You will receive your tracking number by email from DHL once your order has been dispatched.


Does KOIBIRD offer free shipping?

Yes! Delivery is free on all UK orders over £200. Learn more.

Does KOIBIRD ship worldwide?


Yes, we do! You just need to take responsibility for any taxes and duty charges. 

Please note that we can only ship to business addresses in Russia. Please contact us if you have any questions

Will my shopping experience change as a result of Brexit?

All international customers, including EU customers, will be responsible for taxes and duty charges.

Can I collect my KOIBIRD order instead?


Yes, we offer a click and collect functionality on the website for all UK customers. Please select ‘local pickup’ at the check-out and simply come into the store to collect once your order is ready.



How do I return or exchange a KOIBIRD item?


We hope you love your KOIBIRD order however, if you were not perfectly satisfied with your item(s) we offer free returns.

Please send your returns back to us in their original KOIBIRD packaging using the DHL returns label included with your order.


Please notify us of your return within 14 days from receipt of your order. We need to receive your returns within 28 days of the order date, with the returns slip provided.


The returned item(s) should be unworn and in perfect condition with all the KOIBIRD and designer garment tags still attached. 

Footwear should be returned unmarked and in their original and undamaged dust bag and packaging as that is part of the product.


All swimwear should be tried on over underwear. Returns will not be accepted if the strip has been removed (swimwear) or if the items are soiled and will be sent back to the customer.


All items in Pharmacy-K must be returned unused, unopened, and in their original packaging. Please note that fragrance, nail polish, candles and aerosols are final sale and cannot be returned due to transport restrictions.


Please note that earrings and face masks are final sale and cannot be returned due to hygiene reasons.


Please note items that are damaged, soiled or label-less will not be accepted and instead will be returned back to the customer.



How do I get a refund?


All successfully returned items will be credited to the original payment method. The original shipping charges will not be refunded. Refunds can take up to 10 days to show on your account. The refund is being issued under the name KOIBIRD LTD.



Can I return my order to the KOIBIRD Boutique?


Yes however please note, returns may take 1-2 business days to process. Unfortunately we do not offer exchanges, if you would like to exchange one item for another, you must first return the original item and then place a new order.  



Will KOIBIRD keep my personal information private?


100% yes. We consider all the information you share with us as private and confidential and will never share, rent or sell your personal information without your consent.


You’ll find more information on our Koi Terms & Conditions page.



Is tax included in the retail price of an item?


Yes, tax is included in the retail price on all items except for kidswear as it is not applicable.

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We ship worldwide. Free express delivery on all UK orders over ${currency_symbol_input}${cart_note_currency_value}.
Please note we are currently experiencing some delivery delays

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