FAQ

While our online store is no longer operational, please note that the return portal for both UK and international orders will remain open until March 31st.

We want you to enjoy your product as soon as possible and we aim to do everything we can to deliver your order as soon as we can, wherever you are in the world.

UK orders:

All UK orders placed before 12pm Mon-Fri are dispatched on the same day and will arrive with you on the next working day.

If your order is placed after 12pm Mon-Fri your order will be dispatched on the next working day to arrive with you on the following working day.

If you spend over £200 then your order qualifies for free delivery.

If you spend under £200 then delivery will cost £7.

Once your order has been shipped, you will receive an email with your tracking information.

All UK orders are delivered using our shipping partner DHL.

Please note delivery times may vary during periods of high order volumes.

Pick up:

Free local pick up for online orders.

Collection from our London store: 62 Marylebone Ln, W1U 2PB Marylebone, London.

International orders:

All international orders placed before 12pm Mon-Fri are dispatched on the same day and will arrive with you between 1-3 working days depending on your location.

If your order is placed after 12pm Mon-Fri your order will be dispatched on the next working day to arrive with you between 1-3 working days depending on your location.

Shipping timeframes and prices are calculated at checkout.

Once your order has been shipped, you will receive an email with your tracking information.

All international orders are delivered using our shipping partner DHL.

Please note delivery times may vary during periods of high order volumes.


Duties and taxes:

Duties and taxes are calculated at checkout based on your shipping address and the value of your order. The duties price you pay at checkout is guaranteed and no additional costs will be due upon delivery. Duties and taxes are non-refundable. 

Please note if you receive a pop-up at checkout stating "your order may be subject to additional customs fees", we unfortunately cannot guarantee the duties and taxes for your country and they will be charged on delivery based on the value of your order and shipping country.

We hope you love your KOIBIRD order however, if you were not perfectly satisfied with your item(s) we offer free returns*. Please note we are only able to provide one prepaid returns label per order.

The returned item(s) should be unworn and in perfect condition with all the KOIBIRD tags, designer garment tags and the KOIBIRD 'do not remove' tag still attached. Footwear should be returned unmarked and in their original and undamaged packaging. All swimwear should be tried on over underwear with the hygiene strip attached.

Due to the nature of our Vintage and Sample Sale pieces, all sales are final and we cannot accept returns or exchanges. For hygiene reasons, we are unable to accept returns for beauty, earrings and face masks.

Please note items that are damaged, soiled, label-less or returned outside of our 14 day returns period will not be accepted and instead will be returned back to the customer.


UK returns:

Please access the returns portal via this link: UK Returns Portal

We also accept returns in our London store, please return within 14 days and include your order number with the return:

62 Marylebone Ln, W1U 2PB Marylebone, London.

International returns:

Please access the returns portal via this link: International Returns Portal

Please note free returns are only available if you are located within the DHL collection range. Some rural postcodes are not applicable for free returns, please contact us for more information.

How do I contact the Koisquad?

For Customer Service: koisquad@koibird.com

For Career Inquiries: werk@koibird.com

For PR Inquiries: PR@koibird.com

For Wholesale Inquiries: koibuy@koibird.com

 

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 koisquad@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.

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 koisquad@koibird.com.

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.

Want to be in the know when it comes to recycling our packaging? For complete transparency, here’s a breakdown of every element of your parcel...

Outer Cardboard Box - Recyclable, reusable, degradable

Koibird Box - Reusable and once metal magnets are removed, it’s recyclable

Pink Peanut Stuffing - 100% biodegradable, eco-friendly,
compostable and dissolvable

Paper Tape, Postcards & Envelope - Recyclable

Tissue Paper - FSC-certified and composed of recycled materials. Inks used are also eco-friendly, so once stickers are removed it is recyclable.

Stickers - Non-recyclable, please remove from packaging and put in waste