Frequently Asked Questions
- Care Instructions
What is your shipping policy?
All shipments are placed via Canada Post and arrive in mailboxes. Order processing time is 1-3 business days. Once the order has been processed and packaged, delivery time is approximately 4 to 10 business days after processing. Please note that at this time, tracking numbers are not provided. Please note, Knotty Knickers is not responsible for any lost packages due to address error. Please ensure all relevant address information is inputted correctly during checkout. (i.e Postal Code, Apartment Number) Knotty Knickers is not responsible for packages bounced back due to addresses not being updated. As per billing policies, we cannot ship your package again to your new address if you have not updated your address prior to your billing date. Please email our support team or login to your account to update your address before your billing date to prevent missed-packages.
Why has my package not arrived?
All Knotty Knickers subscription orders take 1-3 business days to process and will reach you in 4-8 business days thereafter. Your projected ETA can be found within your confirmation email received upon subscribing or when the order renews. Please always review your confirmation email and the projected time-frame listed above before emailing with a lost package inquiry! If your order is late – please note that the ETA projected in your confirmation email does not include weekends and holidays. Because of this, you may be asked to wait up to four additional business days for us to begin an investigation.
When will I receive my package?
All orders take 1-3 business days to process after your order is placed or renews. Thereafter, packages will take 4-8 business days to reach you. Your confirmation email received upon subscribing will enclose your package’s ETA. Please note, the ETA is an estimate and does not account for weekends or holidays. There are no shipment notification emails sent. If you order a “Knotty Extra” within six business days of your next renewal, it will be shipped along with your upcoming package. If it is beyond this time-frame, your Knotty Extra will be shipped out on its own.
What is Knotty Knickers' return policy?
All Knotty Knickers sales are final and non-refundable. We do not offer returns or exchanges due to the nature of our product. Please contact our support team for further information.
What if my knickers do not fit?
We are sorry to hear that your Knickers do not fit. Our sizes are on designed to be on par with traditional retail brands. We are happy to provide you with size charts down to the very centimeter for detail. If you are not happy with how your Knickers have fit and want to change your size for future months, this can be done directly from your Knotty Knickers account: Login to your account > Click “Manage Subscriptions” > Click “Edit” > Scroll down to “Change Product Variant” > There you may then change your size, quantity and gift options. If you are having difficulty changing your size, please email us – email@example.com. Due to the nature of our product, we are unable to accept returns or exchanges.
What if I received something that is damaged?
If you have received something other than what you were expecting, please email us within five days of receiving your package. Items cannot be washed and must be in their received condition. If you do contact us after the five-day period, we may not be able to assist you with any concerns regarding your items. All concerns revolving damages or otherwise, must be brought to us while subscriptions are still active.
What if I recieved the wrong size/package than I what I ordered, what do I do?
If you have received something other than what you were expecting, please email us within five days of receiving your package. You may be asked to provide a photo of the product you received for verification. All concerns revolving damages or otherwise, must be brought to us while subscriptions are still active.
What if I get duplicate pairs?
If you have received duplicate underwear, please email us within five days of receiving your package. You may be asked to provide a photo of the product you received for verification. All concerns must be brought to us while subscriptions are still active.
My payment declined! How can I update my payment info?
Login to your account > Click “Manage Subscriptions” > Click “Edit” > Scroll down to “Update Payment Info” > Change your payment info accordingly and then SAVE! If your payment will automatically be tried again in 1-2 days after it has declined.
Why is my card declining when trying to subscribe?
We are sorry to hear that! It is possible that your bank could be blocking the charge from going through. We would recommend contacting them to allow forth the charge. If you would prefer, we do also accept PayPal.
What payment types do you accept?
We currently accept Visa, MasterCard, American Express, Debit Visas and PayPal.
What if I need to make changes to my account?
All of your subscription preferences can be changed directly through your Knotty Knickers account. Please be aware, that if your subscription has already renewed, any changes you make afterwards will be applied to your future subscriptions. SIZE: Login to your account > Click “Manage Subscriptions” > Click your package > There you may then change your size, quantity and gift options. PACKAGE: Login to your account > Click “Manage Subscriptions” > Click your package and scroll down to 'swap'. QUANTITY: Login to your account > Click “Manage Subscriptions” > Click your package > There you may then change your size, quantity and gift options. ADDRESS: Login to your account > Click “Manage Subscriptions” > Scroll down and under the address and click it > Update the address accordingly and SAVE! BILLING CYCLE: Login to your account > Click “Manage Subscriptions” > Click "Billing Cycle” > You can then change your billing schedule to monthly or bi-monthly. PAYMENT INFO: Login to your account > Click “Manage Subscriptions” > Scroll down to “Payment Info” > Change your payment info accordingly and then SAVE! If you are having difficulty with any of the above, we are happy to help! Please email us. Support@knottyknickers.ca
Why can't I get into my account?
If you did not create an account upon subscribing, you can create one with the email you subscribed with. Once you have created an account – you will be able to access your subscription preferences. For more assistance, please email us and we will send you an “Account Activation” link or assist you with resetting your password: firstname.lastname@example.org
Will I get duplicate pairs if I have multiple subscriptions?
If your multiple subscriptions renew on different days, then you may be at risk of duplicate knickers. To avoid duplicates, you may move your subscriptions to all renew on the same day. This way, they are packaged together and you will not receive duplicate styles. Please email us if you require assistance with moving your billing date: email@example.com. Duplicate pairs may also occur under the following circumstances: 1. You have two of the same subscription renewing on different days of the month 2. You have two of the same subscription in different sizes (e.g. Naughty Small, Naughty Medium) If the above do NOT apply to you, please email our customer support and we will gladly remedy this for you. firstname.lastname@example.org
How do I adjust my billing date or pause my subscription?
We currently do not have an option to pause a subscriptions without setting a next-renewal date. If you would like to adjust your billing date to a later time, we can do so via email – email@example.com
How do I cancel my subscription?
Your account can be cancelled directly from your Knotty Knickers account anytime. There are no fees to cancel and you may do so anytime. PayPal customers must cancel directly from their PayPal accounts.
When will I be billed each month?
Your subscription will be billed for on the same day of each month – or every other month based on your chosen subscription cycle. For example, if your subscription is on the monthly cycle and you subscribe on the 18th of the month, your billing date will be on the 18th of every month thereafter. If your payment declines on your scheduled renewal date, your billing date will change to the date that the payment clears.
I want to cancel my order.
All subscriptions must be cancelled prior to your billing date, otherwise we cannot cancel your order after is has renewed. All renewing orders are pre-packaged and already placed within Canada Post or USPS’ processing facility, so we cannot cancel and pull back the order. The order is sent in multiple large boxes, that are processed with millions of other packages, so sadly we are unable to stop the package from shipping after it has renewed. The only way to ensure no future orders go through is to cancel prior to your billing date.
How do I care for my Knotty Knickers?
We always recommend hand washing our knickers to best extend their lifespan! Even the gentle cycle in the machine can sometimes be too harsh on our finely milled laces.