FAQs

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Frequently asked questions about Pre-Orders

What is a pre-order?

Pre-order allows you to purchase a product before it is available online. By pre-ordering the product, you reserve it and ensure that you will be one of the first to receive the product after it is in stock and available for sale.

When will I be charged for my pre-order?

Please note you will be charged for items on pre-order at the time of purchase. Your items, including products that are not on pre-order, will be shipped together once they have all arrived in our warehouse.

Can I add non pre-order items to my pre-order?

Yes, but please note that any items added to a pre-order that are currently available, will be shipped with the pre-order once in stock, not separately.

Can I choose 48 Hour Delivery for my pre-ordered item?

You may choose 48 Hour Delivery for any of your orders. However, please note that the 48 Hour Delivery for the pre-ordered items will take effect from the moment your item arrives at our warehouse.

Can I cancel my pre-order?

You can cancel your pre-order at any time before the item is shipped by emailing help@knomo.com and make sure to state your order number.

Can I cancel my pre-order? How long does KNOMO warranty last for?

BAGS are covered for two years; smaller ACCESSORIES (phone cases, tablet covers, organisers, laptop sleeves and batteries) are covered for one year.

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 dispatched, 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 help@knomo.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: help@knomo.com and we will be happy to help.

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 us at help@knomo.com 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.

Typing the code incorrectly (try using copy and paste).

Trying to use the code on an ineligible product, including if the code you are using requires a specific minimum spend.

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: help@knomo.com

Delivery charges are added to your order and calculated at checkout.

For Deliveries outside of the UK, European Union and 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. Customs Policies vary widely from country to country so please contact your local customs office for further information.

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.

Items can be returned within 30 days of your parcel being shipped to you, for full-priced items, or 14 days for sale or discounted items. All products must be in perfect condition and in its original packaging.

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. If you have received a faulty / incorrect item, please accept our apologies. We take this very seriously so contact us immediately and we will try and resolve the issue as soon as possible.

If you would like to return your KNOMO product, please download the KNOMO returns form below.

For your own security, we 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.

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 the Returns & Repair section.

We accept the following methods of payment:

• Visa
• Visa Debit
• Visa Electron
• MasterCard
• Maestro
• Solo
• American Express
• PayPal