Refund policy

14 DAY RETURNS 

We love the products we offer, but, if something is not right for you and you changed your mind about your purchase, it may be returned unopened, unused or unworn and have packaging and tags intact within 14 days of receipt date.

  • We cannot accept returns without proof of purchase.
  • We cannot accept returns on items that have been opened.
  • Shipping charges will only be refunded in cases where our error caused the return.
  • Knickies must preauthorise all returns; any non-authorised returns will be refused.

 

NON-RETURNABLE

The following cannot be returned:

  • Lingerie  – not in their original condition, or with components missing 
    • Please note: As lingerie are intimate garments, if your items are soiled (make-up, fake tan, deodorant or personal stains), we will deem these as unacceptable for return and will post these items back to you.
  • Duties & Taxes as well as any associated shipping costs. These cannot be refunded by Knickies once your order is sent.
    • Duties and VAT are collected on behalf of the Government therefore it is the Government who would give a refund, if applicable.
    • Countries tend to have some system refunding Duties and /or VAT but the customer needs to go through the appropriate government agency (usually  Customs) and provide the requisite documents.


To return a product to us, please ensure your return meets the above requirements then email us at info@knickies.com.au

In your e-mail, please include the following information:

  • Your order number or receipt 
  • The item you would like to return
  • The reason for the return
  • If the item is opened or unopened

Unauthorised returns will not be eligible for a refund or on-line credit. Any item returned after 14 days of receipt is not eligible for a refund or credit.

Once we’ve received your return, we will inspect the condition of the item(s). If the condition of the item(s) accurately matches the description you provided to our  team, we will then initiate a refund to your original payment method or provide you with an on-line credit via e-mail. Knickies is not responsible for items damaged or lost in transit.

Please note that we cannot offer exchanges.

 

Do you pay for return shipping?

Knickies will not refund the cost of shipping fees on your original order, except in the case of faulty or damaged items or if Knickies shipped you the wrong item.

 

When can I expect my refund?

We process returns as quickly as possible from receiving your returned package and inspecting the condition of merchandise. You will receive an e-mail notification letting you know your refund has been processed.

Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.

 

What happens if my parcel does not arrive at all or is later than expected?

We use Australia Post to deliver Australia wide. If your parcel goes missing, you will require to start a Track and Trace enquiry with their customer service team. Please update us with the enquiry as there are times where we may need to follow up and request final outcomes in order to assist you!


We understand how frustrating it can be when a delivery is not as smooth as hoped and of course we will look to resolve on our end as soon as possible. Please bear in mind, we do need to wait for Australia Post to advise of the final outcome of their internal investigation which can take between 5 - 10 business days in most instances. 


Please note that Knickies is not liable if your parcel has not been received after Australia Post confirms delivery. If Australia Post does not deliver to the time frames they state and your order is later than expected, we cannot be held liable for any damages including discounts on an order. You can lodge a formal complaint, as the owner of the parcel with Australia Post.