At YOUKNOW, we're committed to getting your order to you as quickly and smoothly as possible. Below you'll find everything you need to know about processing times, shipping, returns and refunds.
Order Processing
Orders are processed Monday to Friday, excluding public holidays.
We aim to dispatch all in-stock orders within 1-3 business days. During promotional events, product launches and peak trading periods, processing times may be extended due to increased order volumes.
Once an order has entered our fulfilment process, we're unable to guarantee changes to products, sizes, colours, shipping addresses or cancellations. If you need assistance, please contact our Customer Support team as soon as possible and we'll do our best to help.
While we maintain accurate inventory across our fulfilment network, on rare occasions an item may become unavailable after an order has been placed. If this occurs, we'll contact you promptly to arrange a replacement, store credit or full refund.
Shipping
New Zealand
Rest Of World
Shipping options and pricing are displayed at checkout.
International orders may be subject to customs duties, taxes, tariffs or other import charges when they arrive in the destination country. These charges are the responsibility of the customer and must be paid by the recipient. These charges are determined by the destination country's customs authorities and are outside of our control.
Customs policies and charges vary by country. We recommend contacting your local customs authority before placing your order if you would like more information about any applicable import charges.
Free standard shipping availability during promotional events may vary. Delivery timeframes begin once your order has been dispatched and vary depending on your location and the shipping service selected.
Once your order leaves our fulfilment centre, you'll receive a shipping confirmation email with tracking details. Please allow up to 24 hours for tracking information to update after your order has been dispatched.
Domestic orders are typically delivered within 1–5 business days from dispatch.
Returns & Exchanges
We've partnered with Refundid to make returns fast and easy. You can start your return online at any time, print your return label, and drop your parcel at your nearest NZ Post location.
Start your return
Find your order
Enter your order details below to begin your return or exchange.
Return Conditions
We accept returns on eligible items within 14 days of your order being delivered. To be eligible:
- Items must be in new, unworn condition
- All garment tags must be attached
- Items must be in their original packaging
We reserve the right to refuse returns where it's clear these conditions haven't been met.
How It Works
- Head to our Refundid returns portal and enter your order details.
- Select the item(s) you'd like to return and choose your preferred outcome (refund, exchange, or store credit).
- Print your prepaid return label and drop your parcel at any NZ Post location.
- Track the progress of your return through the Refundid portal at any time.
Change of Mind
If you change your mind about a purchase, we're happy to offer a refund, exchange or store credit to the value of the item, subject to our return conditions above.
Faulty or Incorrect Items
If you believe you've received a faulty or incorrect item, please contact our Customer Support team at support@youknowclothing.com before starting a return through Refundid. Faulty or incorrect items are assessed separately and are not subject to our standard return policy. Our team will work with you to resolve the issue as quickly as possible.
Please note that products damaged as a result of incorrect washing or care will not be considered faulty. To help maintain the quality of your garments, please follow the care instructions provided, use a colour-safe detergent, and ensure your washing machine is free from bleach or other chemical residues before washing.
Retail Store Purchases
Exchanges for purchases made at our Sylvia Park retail store must be completed in person at the Sylvia Park store.
Refunds
Once your return is received and inspected, Refundid will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed automatically to your original method of payment within 2–5 working days.
You can track the status of your return and refund at any time through the Refundid portal.
Questions?
If you need help with your order, shipping, or a return, get in touch at support@youknowclothing.com and our team will be happy to help.