FAQs

Frequently asked questions about Knomo E-Gift Cards

The Knomo E-Gift Card is available in values ranging from £10 to £500 and is sent via email.

Please note the Knomo E-Gift Card is currently only available in the UK and can only be redeemed online.

How long is my Knomo E-Gift Card valid for?

The Knomo E-Gift Card is valid for a period of 2 years from the date of purchase. If the Knomo E-Gift Card is not used for a period of 2 consecutive years, the E-Gift Card will automatically expire at the end of that period and the balance on the E-Gift Card will be forfeited.

Can the Knomo E-Gift Card be used more than once?

Yes, the Knomo E-Gift Card can be used in multiple transactions until the total balance of the E-Gift Card has been used up. It may be used as a complete or partial transaction. If a purchase exceeds the Knomo E-Gift Card value, the remaining amount must be paid with another method of payment at checkout.

How do I find out how much is on my Knomo E-Gift Card?

If you have a customer account with us, you can check the balance by using the link provided in the E-Gift Card email.

If you don’t have a customer account, please contact us at info@knomo.com and we will be happy to check the balance for you.

I am having trouble redeeming a Knomo E-Gift Card

The Knomo E-Gift Card can only be redeemed on a Knomo website operating in the same currency as that of the website where the E-Gift Card was originally purchased. For example, a £100 E-Gift Card can only be spent on the UK website. The Knomo E-Gift Card is not a cheque guarantee, credit or charge card.

Can I use a discount code and a Knomo E-Gift Card at the same time?

Yes, although you cannot use a discount code when purchasing a Knomo E-Gift Card.

Can I return online purchases I've made with my Knomo E-Gift Card?

Yes, any item that has been purchased using a Knomo E-Gift Card can be returned. The refunded amount will be placed on the E-Gift Card used for the purchase. Any item purchased using a Knomo E-Gift Card cannot be returned or refunded for cash and cannot be used to purchase other E-Gift Cards.

 

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 info@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.

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 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 info@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: info@knomo.com 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 us at info@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.

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, 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: info@knomo.com

What are the delivery charges for my country?

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

Will I be charged Customs and Import Duties?

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.

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 please contact us by email at info@knomo.com 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, 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.

Download your Knomo returns form here

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.

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 the Returns & Repair section.

What payment methods do you accept?

We accept the following methods of payment:

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

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