Delivery & Returns

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.

For orders placed between 11th November 2024 - 1st January 2025, we have extended our returns period to 30 days. Please submit your returns request via our online portals.

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.

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.

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 - Recyclable

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

Postcards - Recyclable

Envelope - Recyclable

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