Frequently Asked Questions
Orders & Shipping
How long does shipping take?
We offer several shipping options:
- Standard Shipping: 3-5 business days ($7.95 or free over $150)
- Express Shipping: 2-3 business days ($15.95)
- Overnight Shipping: Next business day ($25.95)
- International Shipping: 7-15 business days (rates vary)
Do you ship internationally?
Yes! We ship to over 60 countries worldwide. Shipping costs are calculated at checkout based on your location.
Can I track my order?
Absolutely. Once your order ships, you’ll receive a tracking number via email. You can monitor your package’s progress directly from our website.
Returns & Exchanges
What’s your return policy?
We offer a 30-day return policy for unworn items with original tags attached. Return shipping is free for US customers.
How do I make a return?
- Log into your account
- Go to Order History
- Select items for return
- Print prepaid shipping label
- Drop off at any UPS location
Sizing & Fit
How do I choose the right size?
We provide detailed size charts for each product. Measure yourself and compare with our measurements. Our customer service team can also help with size recommendations.
Do your clothes run true to size?
Most items run true to size. Specific fit information is available in each product description. When in doubt, contact us for personalized advice.
Product Information
What materials are your products made from?
We use premium sustainable materials including organic cotton, recycled polyester, and ethically sourced wool. All materials are clearly listed in product descriptions.
Are your products ethically made?
Yes! We work exclusively with certified factories that ensure fair wages and safe working conditions. We’re proud of our transparent supply chain.
Payment & Security
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, and Google Pay. All payments are processed securely through encrypted systems.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption and never store your payment information on our servers.
Care Instructions
How should I care for my garments?
- Machine wash cold with similar colors
- Use mild, eco-friendly detergent
- Tumble dry low or air dry
- Iron on low heat if needed
Will the colors fade?
Our colors are designed to last. Follow care instructions carefully and avoid direct sunlight when drying to maintain color vibrancy.
Account Management
How do I create an account?
Click “Create Account” in the top navigation. You’ll need to provide your email address and create a password.
I forgot my password. What should I do?
Click “Forgot Password” on the login page. We’ll send you a link to reset your password via email.
Wholesale & Bulk Orders
Do you offer wholesale pricing?
Yes! We work with retailers and organizations. Contact our wholesale department for pricing and minimum order requirements.
Can I customize products for my business?
We offer customization services for bulk orders. Minimum quantities apply. Contact us for more information.
Gifts & Special Occasions
Do you offer gift wrapping?
Yes! We provide complimentary gift wrapping and can include a personalized message with your order.
Can I include a gift receipt?
Absolutely. Select the gift receipt option during checkout, and we’ll include it with your order.
Sustainability
What makes your packaging sustainable?
We use 100% recycled and biodegradable packaging materials. All shipping materials can be recycled or composted.
Do you have a recycling program?
Yes! We offer a garment recycling program. Send us your old clothes (any brand) and receive 15% off your next order.
Customer Service
How can I contact customer service?
Use our contact form, email us directly, or call our toll-free number during business hours. We typically respond within 2 hours.
What are your customer service hours?
Monday-Friday: 9 AM – 6 PM EST
Saturday: 10 AM – 4 PM EST
Sunday: Closed
Quality Guarantee
What if I receive a defective item?
Contact us within 14 days of receipt. We’ll send a replacement immediately and cover return shipping for the defective item.
How durable are your products?
Our products are designed for longevity. We use high-quality materials and reinforced stitching to ensure lasting durability.
Loyalty Program
Do you have a loyalty program?
Yes! Our Knickerbocker Rewards program lets you earn points on every purchase that can be redeemed for discounts.
How do I join the loyalty program?
Create an account and you’ll automatically be enrolled. Start earning points immediately.
Last Updated: September 2023