Returns and exchanges
Where can I receive my order?
Your order can be sent to any postal address (home, work, etc) or to the Knot store of your choice. All orders picked up in a Knot store will not incur any shipping costs, regardless of the order value.
How long will it take for my order to arrive?
Below are our estimated delivery times by destination:
- Mainland Portugal: 3-5 business days via CTT
- Açores and Madeira: up to 5 business days via CTT
- Mainland Spain: 3-5 business days via CTT
- Other European Union countries: 5-7 business days depending on the destination. All deliveries are sent via Hermes or DHL through B2C Europe.
Note: Delivery times may be impacted during peak seasons such as Christmas, promotional campaigns, outlets and stock delays. If you need to receive your order urgently, please email us (email@example.com) with your order number and ask for an urgent shipment. We will do our best to meet your request.
If you choose to pick up your order in a Knot store, it is usually available within 5 business days following your order confirmation. You will receive an email when it is ready for pick up.
How much does shipping cost?
Shipping costs depend on the purchase amount and the shipping destination as per the following table:
Delivery Destination Delivery Cost Minimum for Free Shipping Mainland Portugal 4€ 50€ Açores and Madeira 5€
50€ Mainland Spain 8,50 €
80€ Other EU countries De 8,5€ a 18€ 80€ Knot Store
What is the home delivery process?
We can only deliver to addresses in Portugal, Spain, France, Italy, United Kingdom, Germany, Belgium, Switzerland, Austria, Luxembourg, the Netherlands, Denmark, Sweden, Finland, Poland, Bulgaria, Croatia, the Czech Republic, Estonia, Hungary, Iceland, Ireland, Latvia, Lithuania, Slovakia, and Slovenia.
Every address should include the street number and floor number (if applicable).
All deliveries are made from 9am to 6pm on business days.
If you opt for a home delivery, we will send you an email confirmation when your order leaves our warehouse. To receive your order you must ensure someone is at the address to sign for the delivery.
How can I pick up my order from a Knot store?
If you choose to pick up your order in any of our Knot stores, you will receive an email when you order is available to pick up. You will have 15 days to pick up your order.
If you need to extend this timeframe, please contact our team at firstname.lastname@example.org.
What is Knot’s return policy?
If you are not entirely satisfied with the items received, you have up to 14 days from receipt to inform us of your intention to return or exchange the item/s and a further 14 days to return or exchange them via mail or in store.
Knot will only accept returns and exchanges based on the following conditions:
- The products should not have been washed or used (unless the product contains information otherwise, the customer has the right to try on clothes and shoes to check the size and shape, but cannot use them)
- The products should contain their original features and packaging
- The products are complete (e.g. both items of a pair must be returned)
- The products have any original tags.
How do I return an item?
To initiate a return, please log into your account at www.knotkids.com, find your order in the Order History section, and click on “Return”. Select all of the items you want to return as well as the method you will return them (via mail or in-store) as well as the method for reimbursement.
Returning items via mail:
Please complete the following form and mail all items you wish to return to:
Enoidua Unipessoal LDA
Rua José Pereira, 10, Quinta do Segulim
Famões, 1685-635 Lisboa
Any return shipping costs are borne by the customer.
Returning items in-store:
How will I receive my refund?
When you initiate a return through your account you will need to choose a refund method. You can choose to receive a voucher for a future purchase or to refund the amount to the original payment method.
When will I receive my refund?
If for any reason you are not satisfied with the products you ordered you can return them within 15 days after receiving them, as long as:
• The products have not been washed or used (unless the product contains information otherwise, the customer has the right to try out clothes and shoes to check the size and shape, but can't use them);
• The product maintains its original features
• The product is complete (e.g. both items of a pair must be returned);
• The product bears its original tag
You cannot return:
• Products that have been tampered with.
How can I exchange an item?
You can return or exchange any Knot items via mail or in-store provided they meet the conditions of our Return Policy.
If you would like to change the color or size of an item with the same reference please log into your Knot account, click on Order History, and click “Change” next to the item you would like to change and select the new size and/or color. Then please send the item to exchange to Knot Kids, Rua José Pereira, 10, Quinta do Segulim, 1685-635 Famões. Following receipt of the original item we will send you the new size/color to the order delivery address at no additional cost.
If you would like to change an item for an item with a different reference, please initiate a return in your account by clicking on Order History and then “Return” next to the item you would like to return. Then send the item to Knot Kids, Rua José Pereira, 10, Quinta do Segulim, 1685-635 Famões. We will process your return on receipt and then you are welcome to make a new purchase at the price at the date of the new order.
In-store:In-store: You can exchange any item in any Knot store with the original receipt for the same or higher value. Please note however that you will only be able to exchange Outlet items at Outlet stores and current collection items at Current Collection stores. For any questions or clarifications, please contact our Customer Support (email@example.com).
What if my item is damaged, defective, or incorrect?
In the rare instance you receive a defective, damaged, or incorrect item, please contact our customer support team (firstname.lastname@example.org) within 30 days of receiving the item at email@example.com for immediate assistance. In the event the complaint is justified, the value of the item and the shipping costs will be refunded to the original payment method or a gift voucher for future purchases.
Cancellation of an order before it is shipped
The Customer can cancel the order, provided it has not yet been shipped. If you place an order and want to cancel it you must first check the status of the order on the My Order menu, located on the upper right-hand corner of the main page of the site. If the status of the order indicates "Registered" there is a possibility that it can still be cancelled. However, the Customer should contact our Customer Service and ask for the cancellation of the order. Only after this procedure can the Customer Service Department ask the warehouse to cancel the order. If the cancellation request is successful, the Customer will be notified by email of this decision and the cancellation will be processed at no charge to the Customer. If the request for cancellation is not possible, the products will be sent to the Customer who - should (s)he maintain his/her intention to cancel the order - should refuse to receive it. The products will then be returned and, after their receipt, their refund will be processed.