Outfit came stuffed in a bag with a broken zip. I reached out for a replacement but had one response asking for a photo then got ignored. Disappointing because the outfit was genuinely lovely and I en... Ver mais
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Leia as opiniões dos outros
Lovely bikini came super quick. I would take into account that sizing is super small so just to be cautious of that xx
A empresa respondeu
The refund process takes well over a month. You have to pay the return yourself, and a month later I was told my refund had finally been accepted - this would then take 10 working days to appear bac... Ver mais
A empresa respondeu
I ordered a dress from Koko Bay after seeing it advertised on Instagram and honestly I’m obsessed. I can’t believe the quality of the dress. The material is so thick and stretchy, the fit is fantastic... Ver mais
A empresa respondeu
3,9
Bom
299 opiniões
Respondeu a 42% das suas opiniões negativas
Geralmente responde dentro de um mês
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Really great quality swimwear!
Really quick delivery, super comfortable material with support as well as flattering designs!
Very pleased
17 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Emma,
Thanks so much for your lovely feedback - we’re really glad to hear you’re happy with the delivery and the feel and fit of your items.
We really appreciate you taking the time to share this!
Koko Bay
Awful experience
Awful experience. I returned a bikini and they claim the bottoms were not returnable (even though I hadn’t tried them on and they’re brand new), without warning they then returned them to an incorrect address so I’ve never received them back and I’m now out of pocket. You have to keep chasing them for replies to your emails too. Return process is rubbish and they’ll likely just keep your money.
18 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Eloise,
We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.
Please note as outlined in our returns policy, we’re unable to accept items that are not returned to us in their original condition, and our team had previously been in touch regarding your return.
The item was sent back to the original delivery address provided at checkout. At the time your return was processed, no alternative return address was shared in your communications with us, so it was returned accordingly.
We understand this has been frustrating, and we have passed your feedback on to the relevant team.
Koko Bay
Suede brown dress
Gorgeous clothing, true to size
Cannot wait to show them off this summer!
17 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Scarlett,
Thank you so much! We’re really glad to hear you’re happy with the fit.
The suede dress is one of our favourites too, so it’s great to hear you’re enjoying it!
Koko Bay
Lovely bikini came super quick
Lovely bikini came super quick. I would take into account that sizing is super small so just to be cautious of that xx
17 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Millie,
We absolutely love hearing this – thank you so much for your support of Koko Bay. It means a lot to us that you chose us for your order.
We’re so glad you’re happy with how quickly it arrived, and we will definitely take your feedback on sizing into consideration as we continue to improve.
Thanks again for sharing your experience.
Koko Bay
order never received
Placed an order over a month ago and still not received my parcel. i have tried contacting the delivery company for who informed me it is for koko bay to sort and i should get a refund. i have still heard nothing so emailed koko bay and still no reply
14 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Lucy,
Thank you for getting in touch. We’re sorry for any confusion here.
Could we kindly ask you to double-check that your email was sent to info@kokobay.co.uk, rather than the automated order confirmation email address?
I believe the team has reached out and is currently waiting for your response so they can assist you further. We’d really love to get this fully resolved for you as soon as possible.
For reference, our office hours are Monday to Friday, 9am–5pm (excluding bank holidays), and emails are responded to within these times.
Thank you for your patience and understanding,
Koko Bay
Really disappointing experience
Really disappointing experience with Koko Bay. My parcel was marked as delivered on Thursday 9th April, but I never received it. I emailed for help that same afternoon and followed up again on Monday 13th, but I haven’t had a response to either.
I’m now out of pocket nearly £100 with no product and no support. Their FAQs claim customer service replies within 48 hours, which clearly isn’t true in my case. Wouldn’t recommend based on this experience.
9 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Paige,
I can see that our team has already been in touch regarding your query. We kindly ask that you allow up to 48 working hours for a response before following up, as additional messages within this timeframe can delay the process and extend response times.
Operating hours are Mon-Fri 9am-5pm excluding bank holidays.
Thank you for your patience and understanding,
Koko Bay.
I love my product but did not like that…
I love my product but did not like that there was a hidden fee on delivering i had to pay when i received it
6 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Paige,
Thank you so much for your feedback - we’re really glad to hear you loved your order!
We completely understand that customs and duties charges can be frustrating. For international orders, these fees aren’t set or collected by us, as noted on our website at checkout and in our terms and conditions. They are handled by a third party, who will contact you directly if payment is required.
We really appreciate your understanding and thank you again for your support,
Koko Bay
Perfect!
Bought 2 bikinis and a beach cover up, all perfect and fast delivery
6 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hey Jade,
We are really happy to hear you love your order!
Thank you so much for shopping with us,
Koko Bay
I ordered a dress and I love it
I ordered a dress and I love it, the material is good quality and fits well. I would order the same dress in a different colour once it’s available.
27 de março de 2026
Opinião espontânea
Resposta da KOKO BAY
Hey,
We’re so happy to hear you love your order -thank you so much for shopping with us!
Koko Bay
Ignore you instead of sending refunds.
I ordered a skirt and top, which I decided to return. I sent the parcels back 2 days after receiving them (well within the return timescale) and can see they received them back at their warehouse 2 days later. I have been emailing them for over three weeks, I have had one reply asking for 'tracking info, so they can process the refund immediatley'. This email was replied to the same day and this was over a week ago, no reply and no sign of a refund. Absolute scam of a place. Why have a returns policy if it's not even going to be followed by the brand themselves? Pathetic. I will never be ordering again, and will be making everyone else aware.
16 de março de 2026
Opinião espontânea
Resposta da KOKO BAY
Hey,
I’m so sorry to hear about your experience - we’d really love to get this resolved for you.
I’ve requested some additional information via Trustpilot. When you have a moment, could you please provide your order number, name, and email address so we can look into this further?
Alternatively, you’re welcome to reach out to info@kokobay.co.uk with these details, and I’ll have the team check this for you.
We’ll do our best to get this sorted as quickly as possible,
Koko Bay
Ignoring emails
Ordered a bikini and cover skirt for my hen do back in Feb. It’s now April and I still haven’t received it. EVri have confirmed they have lost it which I know is not Koko bays fault. HOWEVER, I have emailed Koko bay 4 times - waiting 48 hours and over in between and they haven’t responded. EVri have contacted them informing them it is lost and to either process a return or refund. I cannot get in touch with them at all. They are a nightmare. Don’t order from this website.
2 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hello Aishlyn,
Apologies that the team was unable to locate these communications. I believe they have since reached out and resolved this for you.
If you do still need any further assistance, please don’t hesitate to contact us at info@kokobay.co.uk and the team will be happy to help.
Koko Bay
The best quality clothes for holiday
1 de abril de 2026
Opinião espontânea
Resposta da KOKO BAY
Hey Kitty,
We are so happy you loved your order! Thank you so much for your support.
Koko Bay
Appalling customer service
Appalling customer service.
I ordered a bikini that didn’t fit and I returned within the timescale. I have chased for a refund and been told to wait 14 days. We are now day 18 and emails are being ignored and no refund
31 de março de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Laura,
I’m sorry for any confusion caused. I can confirm your order was refunded within our 14 working day policy upon receipt.
Please note, as stated in our returns policy, refunds can take up to 14 working days to be processed - just to clarify, this is 14 working days (Monday to Friday, 9am–5pm, excluding bank holidays), not 14 calendar days.
For future reference, you can find our returns information here: https://www.kokobay.co.uk/pages/how-to-return
Thank you for your understanding,
Koko Bay
Kokobay is one of my favourite…
Kokobay is one of my favourite company’s I order from every time before a holiday now. I’m so glad I found this cute, girly, fashionable brand as I love! Fit is true to size and postage is so quick. Thanks again KOKO🎀
31 de março de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Tiana,
We absolutely love hearing this - thank you so much for your continued support and loyalty to Koko Bay! It means a lot to us that we’re part of your holiday shopping.
We’re so glad you’re happy with the fit, style, and delivery, and we hope to keep surprising you with pieces you love.
Koko Bay
You’re ok as long as you don’t have a problem
Outfit came stuffed in a bag with a broken zip. I reached out for a replacement but had one response asking for a photo then got ignored. Disappointing because the outfit was genuinely lovely and I ended up having to pay to have the zip replaced, which I made them aware of but was ignored again. Terrible customer service.
16 de março de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Georgia,
Thank you for your feedback, and I’m really sorry to hear about your experience.
I can see the team did respond when you first reached out and requested images so we could investigate this further for you.
We’re really glad to hear you loved the outfit itself, but we’re sorry for any frustration caused around the handling of your query. If there’s anything further we can do to help, please don’t hesitate to get back in touch.
Koko Bay
Terrible refund process, and not an inclusive brand.
The refund process takes well over a month. You have to pay the return yourself, and a month later I was told my refund had finally been accepted - this would then take 10 working days to appear back in my account…
The bikini, whilst beautiful, has an awful size range. I ordered a 10 which is a size up typically for me anyways, and it barely covered anything. I recommend sizing up at least 2 - 3 sizes up for something to fit - not very inclusive as a brand.
25 de março de 2026
Opinião espontânea
Resposta da KOKO BAY
Hey Beth,
Thank you for taking the time to share your feedback, and I’m sorry to hear about your experience.
Please note, as stated in our returns policy, refunds can take up to 14 working days to be processed upon receipt. This is based on working days (Monday–Friday, 9am–5pm, excluding bank holidays), and not 14 calendar days. This timeframe begins from the date we receive your return, not from the date it is posted.
We currently do not operate an internal returns method however, this is something we are actively reviewing as we continue to grow.
I can see your refund has already been processed, and I’m glad we were able to get this arranged for you. Once a refund has left us, the time it takes to appear back in your account is dependent on your bank and is not within our control.
Regarding sizing, I’m sorry to hear the item didn’t fit as expected. We really appreciate your feedback as it helps us improve.
Koko Bay
This company is the worst
This company is the worst!
Returned an item and they never refunded me. Have tracking showing it arrived. Sent emails and nothing!
Give me my money back.
Contacted the bank about them as well.
27 de fevereiro de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Candace,
I’m sorry for any confusion caused. I can confirm your order was refunded within our 14 working day policy upon receipt.
Please note, as stated in our returns policy, refunds can take up to 14 working days to be processed. Working days are Monday to Friday, 9am–5pm, excluding bank holidays.
For future reference, you can find our returns information here: https://www.kokobay.co.uk/pages/how-to-return
Thank you for your understanding,
Koko Bay
Amazing quality
I was a little bit sceptical at first spending £30 on shorts but the quality is so good that I'm grateful I spent it and also the packaging is so nice and the quality is just amazing
21 de março de 2026
Opinião espontânea
Resposta da KOKO BAY
Hey Katie,
We are so glad you loved your order. Thank you so much for your support!
Koko Bay
Served by Ayu A
Served by Ayu A, she was brilliant and so friendly. Very attentive. There was a deal on for £35 for unlimited drinks for 3 hours and the cocktails were delicious. Definitely will be coming here again.
16 de março de 2026
Opinião espontânea
In love with the dresses from…
In love with the dresses from Kokobay!!!!! Amazing material, unique designs and true to size!
14 de março de 2026
Opinião espontânea
Resposta da KOKO BAY
Hi Juliana,
Thank you so much for your lovely message - we’re so happy to hear you’re in love with your dresses!
We really appreciate your support and hope you continue to find pieces you love.
Koko Bay
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