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Knomo Customer Service


CONTACT US

ORDERS AND PAYMENT

DELIVERY

GUARANTEE

RETURNS AND REPAIRS


 

Contact Us

North America

customerserviceUSA@knomo.com

563 Brunswick Road, Ste 7
Grass Valley
CA 95945
United States of America

1800 737 5160

Please note: this is our Head Office NOT our US store 

UK

info@knomo.com

83 Great Portland Street
London, W1W 7LS
United Kingdom

0800 043 7924

 

Europe

info@knomo.com

83 Great Portland Street
London, W1W 7LS
United Kingdom

+44 (0)20 7462 0750

 

Rest of World

info@knomo.com

83 Great Portland Street
London, W1W 7LS
United Kingdom

+44 (0)20 7462 0750

 

 

Orders and Payment

 

Payment Methods

We accept online payments using major debit and credit cards, including Mastercard, Visa, Maestro, American Express (UK & North America stores only) and PayPal.

 

Please do not email us your debit or credit card information.  We cannot be held responsible for any loss that might occur if you include card information in an email.

 

Store Payment Currencies

Prices are displayed and charged in the following currencies:

United Kingdom store - GBP Pound Sterling

Europe store - EUR Euro

North America store - USD United States Dollars

Rest of World store - USD United States Dollars

 

 

How we treat VAT in the UK & the European Union

Prices shown on the UK and Europe stores include VAT.  We are required by law to collect VAT on all orders to the UK and other countries in the European Union. Any product that is shipped outside of the UK or the European Union is usually not subject to a VAT charge.  Where applicable, VAT is included at the standard rate of 20% and is always shown separately on your invoice. Where applicable, based on the delivery country of your purchase, VAT is automatically excluded from your order. If you are in any way uncertain about the possible VAT implications of your purchase, please contact us before placing your order.  Unfortunately we are not currently able to exclude VAT for online purchases made by EU VAT-registered buyers, but our invoices will disclose VAT separately. 

 

How we treat Taxes in the USA

Prices shown on the North America store exclude taxes. We are required by law to charge Tax on shipments made to NY and CA. If you are in any way uncertain about the possible Tax implications of your purchase, please contact us before placing your order at infousa@knomo.com 

 

How we treat Taxes for the Rest of World

Prices shown on the Rest of World store exclude tax. We are not required to charge VAT or Sales Tax on purchases from this store. However, you may be required to pay taxes or other charges locally as a result of the product being imported to your country. Please review the notes below on Import Duty and Customs.

 

Import Duty and Customs Charges

For deliveries outside of the UK, the European Union and the USA, you may be required to pay import duty, custom charges or other local taxes or administration fees. This includes destinations such as Norway, Switzerland, Canada and many others. Customs policies vary widely from country to country so please contact your local customs office for further information. Please note that the payment of any import duties, customs charges, local taxes or any administration charges paid to couriers in relation to these fees, is for your own account. Knomo cannot be held responsible for the payment of any of the abovementioned charges.

 

Payment Security

Knomo uses the SagePay Payment Service Provider system. All transaction information passed between merchant sites and the SagePay systems are encrypted using 128-bit SSL certificates. Sounds complicated, we know. You can feel secure in the knowledge that nothing you pass to the SagePay servers can be examined, used or modified by third parties attempting to gain access to sensitive information. Your details are not disclosed to any third parties without your consent. For more information please visit www.sagepay.com.

 

Product Availability

Please note that due to distribution limits, some stores may not offer the same products as others. Unfortunately it is not possible to sell products across other stores.

 

Voucher Codes

Unless otherwise stated, Voucher Codes cannot be used more than once and cannot be redeemed in conjunction with any other offer. Unfortunately once an order has been confirmed, we cannot make any changes to the order or apply any discount codes.

 

 

Delivery

 

Delivery charges vary by country and are calculated and displayed during the checkout process prior to payment being made. Some deliveries are free, others are not – please review the final delivery charges on the Checkout page before confirming your order, as they may vary from the information displayed below.

In the United States, all orders ship Standard Ground for free. For orders of less than $100, or for enhanced shipping on all orders, you can select one of the following shipping methods at checkout; the appropriate fee will then be included in your charges.

Shipping and Delivery Days and Times
Orders placed by 5 pm PST on a business day ship within 24-48 hours. Business days are Monday-Friday, excluding U.S. Federal holidays. There are no shipments or deliveries on Saturdays or Sundays. The cut-off time for same day shipping on expedited orders is 9am PST. Overnight shipping is only available for the 48 Continental states. Sorry, we cannot ship to PO, APO & FPO addresses.

Shipping in the 50 United States
The following is an estimate of the delivery costs usually charged:

 

Delivery Charges

 

Order Value

Standard Ground

2nd Day

Overnight 

Less than $100

FREE

$15

$19

$100 - $200

FREE

$17

$25

$200.01 - $400

FREE

$20

$30

$400.01 - $600

FREE

$25

$35

$600.01 - up

FREE

$29

$39

 

 

Shipping to Canada

All orders to Canada ship Standard Ground for a flat fee of $22.  Canadian Duty may be imposed by the Canadian Customs Authority and are the responsibility of the recipient to pay at time of receipt. Duties are based on the type of products you are importing and the country they came from or were made in. Brokerage fees may also be applied to Canadian shipments.  These are also the responsibility of the recipient to pay.

 

Import Duty and Customs Charges

For deliveries outside of the USA, you may be required to pay import duty, custom charges or other local taxes. This includes Canada and many other countries. Customs policies vary widely from country to country so please contact your local customs office for further information. Unfortunately our accountant is not able to subsidise any of these costs! If you do have to pay them, we suggest you post the bill to your local politician. Please note that the payment of any import duties, customs charges, local taxes and any administration charges paid to couriers in relation to these fees, is for your own account. knomo cannot be held responsible for the payment of any of the abovementioned charges.


Guarantee

 

Were happy to guarantee your Knomo product for two years. We do this because we check and double-check every Knomo product that we make. All our materials are quality-tested before being handed over to our craftsmen, who create each Knomo according to our durable designs. If you feel your Knomo product has developed a fault, please see our Repairs section

  

Warranty

Knomo warrants to the original purchaser that its products are free from defects in materials and workmanship.  This warranty is limited to the value of the product and is available to the original purchaser of the goods only. The warranty does not cover any damage caused by misuse or neglect, accidents, normal wear and tear, exposure to extreme temperatures, solvents, acids, water, or damage by common carrier. The warranty specifically excludes any claims for incidental or consequential damages in connection with the product. The warranty commences on the day of purchase NOT the date that the product is registered on the knomobags.com website.

Any defects in materials or workmanship notified to us after expiry of the guarantee period are not covered by this warranty. We would be happy to help you try to repair any defects, but these repairs would be subject to charge. 

Please review our Terms & Conditions document for more details.

 

http://www.knomobags.com/usa/terms

 

Claim Process

 

Please read the Returns and repairs page for more information on what to do with a faulty product. When making a claim, you will be required to produce proof of original ownership, indicating the date and location of purchase. Please note that returned product will not be accepted unless accompanied by a copy of your receipt of purchase.

 

 

Returns and Repair

 

Returns

You can return your Knomo product within 30 days of receiving your original order, the item must be unused and in its original condition and packaging.

 

Knomo offers a two year guarantee against defects in materials and/or workmanship. This guarantee begins from the date your Knomo was purchased. In the event of a defect arising during the guarantee period, please contact knomo by email at customerserviceUSA@knomo.com; or by telephone at 1-800-737-5160 (applies to only USA and Canadian customers). We will then provide you with Repair Form (RA Form) and an address where you can send your damaged bag.

 

 

In the case of returns where you would like a refund - once we′ve received your unused knomo back home, we′ll refund you the amount of the original purchase, excluding any delivery costs, using your initial method of payment.

 

For all returns, you are required to cover the cost of the return delivery to our offices. Should we need to send out a replacement item due to a fault or incorrect delivery, we will pay for the item to be returned to you. For your own security, we do recommend using a recorded delivery service when sending goods to us. Please note that returned product will not be accepted unless accompanied by a copy of your receipt of purchase.

 

If you purchased your knomo from a retail store or another online retailer, and would like to return it for a refund or exchange it, please contact the reseller directly. We are not able to provide refunds or exchanges for products purchased from other retailers. (But we can help with repairs.)

 

Repairs & Warranty Claims

In order to return a product for repair, you must first contact Knomo Customer Service by filling out the form below to obtain a Return Reference Number and the address where the product is to be shipped. We will then provide a Return Reference Number and a prepaid shipping label via email that is to be used to ship the product back.

 

Product shipped to Knomo without a Return Reference Number will be returned to the sender unopened at the sender’s expense.

 

If after inspecting returned product, we determine that it is covered by our guarantee (as detailed in the 2-Year Warrenty), we will repair the product at our expense and return it to you free of charge. If we are unable to repair your Knomo product, we reserve the right to replace it with the same or similar product. Knomo will pay to send the repaired product back to you. Normal turnaround times for a repair can be up to 3-4 weeks from receipt by Knomo.

 

If it is determined that the returned product is not covered by our 2-Year Warrenty we will provide you with an estimate of what the repair will cost for your approval.