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 (firstname.lastname@example.org) 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 email@example.com.
- Do you deliver to non European Union countries?
Where can I find my tracking number?
Please go to www.knotkids.com, click on Log In to log in, and then select Order History to see the status of your order. In the event your order has been dispatched but not yet received, you’ll be able to find your tracking number in the order details (FAXXXXXXXXXPT). For Portugal orders, you can find further information about the status of your delivery on the CTT website. This option is only available for deliveries to mainland Portugal.
Can the delivery country be different from the country where the order is placed?
No, unfortunately the country of purchase needs to match the country of shipment. Each market has its online shop with its own products, prices and delivery charges that may vary. When you access the website for the first time, you can choose the market where you want the order sent. You can always change the marketplace on the upper left hand side of the home page.
What is Knot’s return policy?
If you are not entirely satisfied with the items received, you have up to 30 days from receipt to inform us of your intention to return or exchange the item/s and 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?
You can return any unwanted items to a Knot store or mail it back to our warehouse.
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?
For returns by mail, once we receive and inspect your returned items, you will receive your refund within 14 days. For in-store returns, your refund will be processed within 14 days of returning the items. Knot may withhold a refund until they receive the returned items.
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 (firstname.lastname@example.org).
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 (email@example.com) within 30 days of receiving the item at firstname.lastname@example.org 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.
If you are not entirely satisfied with the products received, you have up to 15 days from the moment of delivery to return the products ordered to Knot. Returned products must be in perfect condition, without any use, in the original packaging and with all labels.
At the time of notification of the intention to return, you may choose for the reimbursement to be by the same way as the payment method or by issuing a voucher for use in a later purchase. To exchange an item you should return the item and then make a new purchase taking advantage of the price and availability of the item at the time of the new purchase.
It isn’t possible to make exchanges of items purchased online at KNOT stores.