FAQ's
Delivery
How long does it take to process my order?
We aim to dispatch all in-stock orders within 1-3 business days, Monday to Friday.
Orders placed outside of business days, including weekends and public holidays, will be processed on the next business day.
During promotional events, public holidays and peak trading periods, processing times may extend to 3-9 business days due to increased order volumes.
Pre-order items will be dispatched in line with the estimated dispatch date provided on the product page.
Can I change or cancel my order after it's been placed?
Our team begins processing orders shortly after they're placed, so we're unable to guarantee changes or cancellations.
If you need to update your order, please contact our Customer Support team as soon as possible. We'll do our best to assist where the order has not already entered our fulfilment process.
How long does shipping take within New Zealand?
Delivery timeframes vary depending on your location and the shipping service selected.
Standard Shipping: Typically, 2-8 business days after dispatch.
Express Shipping: Typically, 1-4 business days after dispatch.
You'll receive tracking information via email as soon as your order has been dispatched.
Do you ship internationally?
Yes, we ship to selected international destinations.
Australian orders are fulfilled locally from our Australian fulfilment centre to provide faster delivery times. Orders to all other international destinations are dispatched from New Zealand.
Delivery timeframes vary depending on the destination, local customs processing and carrier networks.
International customers are responsible for any applicable customs duties, taxes or import charges imposed by their local authorities.
Why hasn't my tracking updated?
Tracking information can take up to 24 hours to appear after your parcel has been dispatched.
If your tracking hasn't updated after 48 hours, please contact our Customer Support team and we'll be happy to investigate.
Why did my order arrive in multiple parcels?
Some orders may be dispatched in separate shipments to ensure the quickest possible delivery.
If this happens, you'll receive separate tracking information for each parcel at no additional cost.
Returns
What is your return policy?
Eligible full-priced items may be returned within 14 days of delivery.
Returned items must be unworn, unused and unwashed, in their original condition, with all original tags attached, and returned in their original packaging where possible. Items that do not meet these conditions may not be accepted.
Can I exchange my item?
Yes, exchanges are available subject to stock availability.
If your requested size or colour is unavailable, we'll provide a refund or store credit instead.
How do I start a return?
Returns can be started through our online Returns Portal.
Simply enter your order number and email address, select your preferred return option, and follow the prompts.
When will I receive my refund?
Once your return has been received and approved, refunds are processed to your original payment method within 2-5 business days.
Please note that your financial institution may take additional time to process the transaction.
What if I received a faulty or incorrect item?
If you've received a faulty or incorrect item, please contact us as soon as possible at support@youknowclothing.com with your order number and photos of the issue. Our team will work with you to resolve the matter as quickly as possible.
Need more help?
If you have any questions about your order, shipping or returns, please contact our Customer Support team at support@youknowclothing.com