Frequently Asked Questions
- How long does KNOMO warranty last for?
BAGS are covered for two years; smaller ACCESSORIES (Phone cases, iPad covers, Organisers, laptop sleeves and batteries) are covered for one year. Learn more
- Where is my order?
If your order has not arrived by the estimated delivery date, we’re here to help. Before getting in contact with us, please try the following: Once your item has been despatched, you will receive an email highlighting the chosen courier and a tracking number. Visit the courier’s website to track the status of your order.
Your package may already be awaiting pick-up at your closest depot, with a neighbour or still with the courier. Check if you have received a message, e-mail or delivery card from the courier. If you were not available at the time of delivery you may need to re-schedule with the courier. Please check your spam folder if you have not received an email.
If you cannot locate your package or have not received a tracking number yet, please contact us at email@example.com.
- Can I track my order?
Yes, once your order has been dispatched, you will receive an e-mail with a tracking number which allows you to track your package on the courier’s website. I haven't received an order confirmation. If you have not received your order confirmation from us please check your spam folder, otherwise please contact us at: firstname.lastname@example.org and we will be happy to help.
- Can I change my order once confirmed?
We aim to process orders as quickly as possible through our warehouse, so unfortunately we are not able to cancel your order once it has been placed. If you have any queries please contact our Customer Services and we will try to help.
You can always return any unwanted items for a refund once you have received your order. Please see our Returns Policy
Please note that we take payment as soon as you have placed your order. It can sometimes take up to 7 business days for us to receive your return, depending on which postal service you use. Once we receive the item(s) we will inspect and process the goods within 10 business days. You will receive a refund notification as soon as the item has arrived with us and has been processed. When your refund has been processed it can take the card provider 3 to 5 business days to credit your account.
- Why won’t my discount code work?
Common issues include:
Typing the code incorrectly (try using copy and paste).
Trying to use the code on an ineligible product. For example, any items already on sale on our website will not work with most codes.
Using a one-time code that you have already used. Many codes are limited to one per customer.
If you are still having trouble with your discount code, please contact us at: email@example.com
- What are the delivery charges for my country?
Delivery charges are added to your order and calculated at checkout. Learn more
- Will I be charged Customs and Import Duties?
For Deliveries outside of the USA, you may be required to pay import duty, custom charges or other local taxes. You may be required to pay these when you accept delivery of the items from your courier. Learn more
- Do I need to sign for my delivery?
As we want to ensure your parcel reaches you safely all items are sent via courier and will require a signature on delivery. You can ship to a different address (for example work) to ensure somewhere is there to sign.
- I have received a faulty/incorrect item
Please accept our apologies. We take this very seriously so click here to contact us immediately and we will try and resolve the issue as soon as possible.
- I need to return an item.
Items can be returned within 30 days of your parcel being shipped to you. All products returned must be in perfect condition and in its original packaging. You must include a completed returns form (the return form is enclosed in your original parcel or can be downloaded here). Repackage the product, take the parcel to your local post office and obtain proof of postage.
Please note, you are required to cover the costs of returning the goods to us. In case of faulty goods or incorrect delivery, we will assume all postal charges and replace or refund your item. For more information please see Returns and Repairs
I have received a faulty/ incorrect item. Please accept our apologies. We take this very seriously so click here to contact us immediately and we will try and resolve the issue as soon as possible.
- Have you received my returned items?
It can sometimes take up to 7 business days for us to receive your returned item, depending on which postal service you use. Once we receive the item(s) we will inspect and process the goods within 10 business days. You will receive a refund notification as soon as the item has been processed. Please note, it can take the card provider 3 to 5 business days to credit your account.
Should we need to send out a replacement item due to a fault or incorrect delivery, we will assume all postal charges for delivery. For more information please see Returns and Repairs
- What payment methods do you accept?
We accept the following methods of payment:
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