Customer Care

Frequently Asked Questions

How do I contact the Koisquad?


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: 10am - 6pm
Tuesday 10am - 6pm
Wednesday: 10am - 6pm
Thursday: 10am - 7pm
Friday: 10am - 6pm
Saturday: 10am - 6pm
Sunday: Closed

Closed on Bank Holidays


Customer Service: +44(0)207 935 1224

Product & Styling WhatsApp: +44 7388 480081



What payment methods does KOIBIRD accept?


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



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.




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!

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

Do I need to pay duties and taxes?

All duties and taxes are calculated at checkout.

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?


Please find information on our returns page.



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 store?


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 delivery with UK orders over ${currency_symbol_input}${cart_note_currency_value}.

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Shipping calculated at checkout.