Support

 

 

 

 

Knickerbocker

New York Flagship 357 Canal Street, New York, NY 10013

Monday - Sunday, 11:00am - 7:00pm

 

 

 

Refunds, Returns & Exchanges

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return. For orders placed during the holiday season of December we accept returns requested within 5 days of December 25 in exchange for an alternate size or store credit at the equivalent value of the purchase. Please see below for further information on our return and refund policies.

To be eligible for a return, your item must be in the same condition that you received it. Meaning unworn or unused, folded as it came, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us through the chat on our website or process the request for return on your account page. To be able to process the return on your account page please make sure you have an updated customer profile by clicking here. If a return is processed on the account page we will notify you in 24-48 hours if the return is accepted or if we require more information. If the return is accepted but does not arrive in eligible return condition as listed above, then your refund may be denied and the item(s) will be sent back with the original shipping rate as an additional fee. 

When your request to return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Once your item is returned and accepted as being in eligible return condition we will process your refund with return shipping fees deducted.

 

Shipping Policy

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, gift cards, collaboration items or items purchased for commercial use unless approved in writing from a Knickerbocker representative beforehand.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

 

Refunds

We will notify you once we have received and inspected your return to let you know if the refund was approved or not. Please give us 24-48 hours upon receipt of your return to notify you. If your return is approved, you will be automatically refunded on your original payment method within 10 business days and receive a notification at the contact information associated with the order. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we have approved your return and processed your refund, please contact us through the chat on our website. 

  

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. For Domestic orders over $100 we cover the cost of Standard Shipping (3-5 Business Days).

 

Local Pickup

You can skip the shipping fees with free local pickup from our Flagship Store located at 357 Canal St., New York, NY 10013. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 business day. We will send you an email when your order is ready along with instructions.

Our in-store pickup hours are 11-7 every day of the week with the exception of holidays. Please always check our google listing to ensure we are open. Please have your order confirmation email with you when you come.

 

International Shipping

Shipping charges for your order will be calculated and displayed at checkout. At checkout you will have the option to select your carrier as well as your service. As carrier delivery windows may change we always encourage you to check out the service you selected on the carrier website for a more accurate delivery window.

All international orders are delivered duties paid to avoid you receiving any additional charges upon receipt of your package. Duties and taxes (including VAT), will be available for you to see at checkout. 

At this time, we do not ship to all countries. Please contact us if you would like to arrange a forwarder for your shipment.

 

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 8-10 business days of receiving your shipping confirmation email, please contact us using the chat feature on our website with your name and order number so we can look into it for you.

 

Shipping to P.O. Boxes

Some carriers have limitations around shipping to P.O. Boxes. Please always review the carrier policy for the carrier and service you have selected prior to checking out.