Delivery & Returns
Love it. Want it. You got it.
We send all our Koi parcels by DHL express, which means you’ll receive your order in 1-4 business days after it’s been shipped.
For more information, please contact the Koisquad on firstname.lastname@example.org
Orders placed before 12pm Tuesday to Friday should be delivered the next business day between 9am-6:30pm.
Orders placed after 12pm Friday to Monday evening will be prepared and shipped on Tuesday.
International customers will be responsible for taxes and duty charges.
Please note that due to circumstances out of our control, orders may be delayed due to COVID-19 and enhanced health and safety measures. Delivery times are estimates only and are not guaranteed.
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 items that are damaged, soiled or label-less will not be accepted and instead will be returned back to the customer.
If you receive an item which is damaged, please contact Customer Care immediately.
Unfortunately we do not offer exchanges however, 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.