FAQ
Regular Orders
Got questions or want to learn more about Knotty?
How long will it take to get my order?
At Knotty, we strive to process your orders swiftly, usually within 1-3 business days. Once processed, you can expect delivery within approximately 4 to 8 business days.
You will receive a tracking number once your order has shipped!
Disclaimer:
Knotty is not responsible for any lost packages due to address errors. Please ensure all relevant address information is inputted correctly during checkout. (i.e Postal Code, Apartment Number) Knotty is not responsible for packages that bounce back due to address change, or addresses not being updated.
Do you ship internationally?
Yes, we have three stores!
We ship to the USA from our shopknotty.co
We ship to Canada from our shopknotty.ca
We ship to the UK from our shopknotty.co.uk
How do I track my order?
You will receive an email when your order has shipped which will include your tracking number. You can also view the status of your order in your Knotty account.
What are your shipping options?
In Canada and the US, we offer standard shipping (4-8 business days) and expedited shipping (2-5 business days).
In the UK we offer standard shipping (4-8 business days).
What is Knotty's return policy?
We offer a 14-Day Money Back Guarantee.
Try It On: When you get your new undies, check if it fits. You've got 14 days to decide from the day you’ve ordered.
Contact Us: If it doesn't fit, just email our support team.
Support@knottyknickers.ca or just reply to your order confirmation email.
Get the Perfect Size: We’ll give you a full credit for your purchase to use on the right size next time.
How do I determine my size?
You can refer to our detailed size guide available on our product pages - click Size Chart beside the product size options.
You can also contact customer support, or ask questions on products in the question section on the product page.
What if my items don't fit?
We are sorry to hear that your items do not fit. Our sizes are designed to be on par with traditional retail brands.
We are happy to provide you with size charts down to the very centimetre for detail.
Please feel free to contact support for any assistance - Support@knottyknickers.ca
What if I received the wrong size/order?
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.
What payment types do you accept?
We currently accept Visa, MasterCard, American Express, Debit Visas, PayPal & Sezzle.
How do I care for my Knotty items?
We always recommend hand washing our undies to best extend their lifespan!
Even the gentle cycle in the machine can sometimes be too harsh on our finely milled laces.
Do you offer any discounts or promotions?
Yes, we frequently offer promotions and discounts. Sign up for our newsletter to stay updated on the latest deals and exclusive offers.
Can I use multiple discount codes on one order?
Only one discount code can be used per order. Some promotions may have additional restrictions, which will be detailed in the terms and conditions of the offer.
Do you have a physical store?
Currently, we are an online-only retailer. However, we occasionally host pop-up events. Subscribe to our newsletter to stay informed about upcoming events near you.
How do I unsubscribe from your emails?
You can unsubscribe at any time by clicking the "UNSUBSCRIBE" link at the bottom of any of our promotional emails.
Subscription Orders
Got questions or want to learn more about our subscriptions? Here are the answers.
What if I need to make changes to my Subscription?
All of your subscription preferences can be changed directly through your Knotty 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.
Shipping 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
How long will it take to get my Subscription order?
At Knotty, we strive to process your orders swiftly, usually within 1-3 business days. Once processed, you can expect delivery within approximately 4 to 8 business days.
For subscription orders, we do not provide tracking.
Disclaimer:
Knotty is not responsible for any lost packages due to address errors. Please ensure all relevant address information is inputted correctly during checkout. (i.e Postal Code, Apartment Number) Knotty is not responsible for packages that bounce back due to address change, or 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.
Do you ship subscription internationally?
Yes, we have subscriptions in all three stores!
We ship to the USA from our shopknotty.co
We ship to Canada from our shopknotty.ca
We ship to the UK from our shopknotty.co.uk
Where is my subscription package?
All Knotty Knickers subscription orders take 1-3 business days to process and usually take 4-8 business days to deliver.
Your projected ETA can be found within your confirmation email received upon subscribing or when your subscription renews. Please always review your confirmation email and the projected time frame before contacting support!
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 my Knotty Extras Ship?
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.
Why can't I get into my subscription 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 contact support and we will send you an “Account Activation” link or assist you with resetting your password!
How do I adjust my billing date or pause my subscription?
We currently do not have an option to pause subscriptions without setting a next-renewal date.
If you would like to adjust your billing date to a later time, please contact support!
How do I cancel my subscription?
Your account can be cancelled directly from your Knotty account anytime. There are no fees to cancel and you may do so anytime.
When will I be billed each month?
Your subscription will be billed on the same day of each month – or every other month based on your chosen subscription cycle.
For example, if your subscription is on a 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 received the wrong size/style of subscription undies
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 & PayPal.
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: support@knottyknickers.ca
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 renew on the same day. This way, they are packaged together and you will not receive duplicate styles.
Please contact us if you require assistance with moving your billing date: support@knottyknickers.ca. Duplicate pairs may also occur under the following circumstances: 1. You have two of the same subscriptions renewing on different days of the month 2. You have two of the same subscriptions in different sizes (e.g. The Nice Set Small, The Nice Set Medium) If the above do NOT apply to you, please email our customer support and we will gladly remedy this for you. support@knottyknickers.ca
