Refund policy
RETURNS
If you are not completely satisfied with your product, our returns policy allows you to return any items (excluding sale items) to KNWLS within 14 days from delivery of the last item.
Please email shop@knwls.com to request your return. Please confirm the reason for your return. Once your return is approved please send the item back to:
FAO: KNWLS
Unit 20, The Penarth Centre
(Door Hatcham Road)
London
SE15 1TR
UK
Please note: our return address has changed, returns sent to our previous address will not be received. We will be unable to refund returns received to the wrong address.
The shipping cost and duties for the return will need to be paid by you. Please note you are responsible for the return shipping and we highly advise you to obtain proof of postage in the form of a tracking number and keep the receipt and details, as KNWLS (Unit 20 Ltd) is not responsible for any returns or exchanges that fail to reach us.
Items should be returned as received and in their original packaging: any packages returned damaged or in poor condition will not be refunded. Please include your packing slip in your return shipment and mark this as a return.
Once we receive your returned product(s) we will be more than happy to offer you a refund or exchange provided the products are returned in perfect, unused condition with all the original tags still attached and hygiene stickers. We try our very best for refunds to be processed within 7 days of receiving.
We handle each query on an individual basis to the best of our ability. Our email is monitored Monday–Friday 10:00–16:00 GMT. For any questions or feedback please get in touch via email: shop@knwls.com
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Our prices now include duties and taxes. If an order is suspected of being bought to be returned or used for commercial purposes, the duties and taxes incurred will be redacted from your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, including perishable goods, custom products (such as pre-orders, special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. For hygiene reasons please note we are unable to accept returns for pierced jewellery or swimwear.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
SALE ITEMS
Only regular-priced items may be refunded. Sale items bought during markdowns or using sale discount codes are final and cannot be refunded.
Items bought using the newsletter sign-up and store credit codes will be eligible for return, unless used on a reduced-price purchase.
Please note that the newsletter sign-up discount code cannot be used on sale items or in conjunction with any other discount.
DAMAGES & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@knwls.com and confirm with us the reason for your return, and once approved send the item back to:
FAO: KNWLS
Unit 20, The Penarth Centre
(Door Hatcham Road)
London
SE15 1TR
UK
GIFTS (IF APPLICABLE)
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel until fulfilment or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
SHIPPING BACK TO US
To return your product, you should mail your product to:
FAO: KNWLS
Unit 20, The Penarth Centre
(Door Hatcham Road)
London
SE15 1TR
UK
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. We recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company—it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact: shop@knwls.com
For any questions regarding our returns and refund policy please contact: shop@knwls.com
Unit 20 Ltd, The Penarth Centre, London, SE15 1TR, United Kingdom