CUSTOMER CARE

At KOIBIRD our top priority is providing you with the best online shopping experience. Our team is always available to assist you with any question or need. Please contact our Customer Service team via phone, or email for customer assistance.

What are the KOIBIRD store details and opening hours?

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

Our opening hours: Monday-Saturday 10am – 7pm, Sunday 12pm-6pm

Our digits: +44(0)207 935 1224

How do I contact the Koi Squad?

The Koi Squad 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: koisquad@koibird.com

For Career Inquiries: werk@koibird.com

For PR Inquiries: joanna@joannajeffreys.com

For Wholesale Inquiries: koibuy@koibird.com

How do I place an order?

Orders can be placed on www.koibird.com

For inquiries on placing an order, returns, exchanges or any questions regarding your order:

Call: +44(0)207 935 1224  Monday – Saturday 10AM-7PM   or

Email orders@koibird.com

What payment methods does KOIBIRD accept?

We accept 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 orders@koibird.com

What if I lose my Koibird.com 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 Standard Delivery, which means you’ll receive your order in 2-4 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.

Can I collect my KOIBIRD order instead?

Yes, we offer a click and collect functionality on the website for all UK customers. Please select ‘click and collect’ at the check-out and simply come into the store to collect anytime.

How do I return or exchange a KOIBIRD item?

Please read our return policy carefully to ensure your return is handled swiftly and accurately.

Please send your returns back to us in their original KOIBIRD packaging.

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. We can’t accept damaged, soiled or label-less returns.

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.

If you receive an item which is damaged, please contact Customer Care immediately.

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.

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 Koibird.com order to the KOIBIRD Boutique?

All Koibird.com returns and exchanges must be shipped to:

KOIBIRD

62 MARYLEBONE LANE

LONDON W1U 2PB

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.