Shipping and Returns
SHIPPING FEES & TIMEFRAMES
At YOUKNOW we try our best to despatch in stock items within 24 hours between Monday - Friday. If orders are placed over the weekend they will be dispatched on Monday.
On occasions of high traffic periods orders may take up to 3-4 working days (excludes pre-orders).
New Zealand
North Island
- Free shipping on orders over $249 NZD
- $12.99NZD NZ Post Courier
- All domestic orders are typically delivered within 2-5 working days from the time of dispatch, however please allow up to 8 working days for your order to arrive.
South Island
- Free shipping on orders over $249 NZD
- $19.99NZD NZ Post Courier
- All domestic orders are typically delivered within 1-5 working days from the time of despatch, however please allow up to 8 working days for your order to arrive.
Jump The Queue
- Get priority picking with our 'Jump The Queue' shipping option. Your order is prioritised for picking in our DC- normal dispatch times apply.
Australia
- Free shipping on orders over $349 AUD
- DHL Express $29.99
PLEASE NOTE: ORDERS OVER $800 AUD WILL OCCUR IMPORT TAX
Rest of the World
- Options and pricing shown at checkout
- DHL Express
-
Customs or import duties/taxes/tariffs may be charged when the order reaches the destination country. These are the responsibility of the customer and must be paid by the recipient- we have no control over these charges and these charges are set and handled by the destination company.
Customs policies and charges vary from country to country. We recommend contacting your local customs agency for further information or to confirm what the charges might be on your order, prior to making your purchase.
All international orders are sent via DHL Express and we expect delivery within 2-8 working days from the time of dispatch.
FOR SALE PERIODS PLEASE ALLOW 3-9 BUSINESS DAYS TO BE SHIPPED OUT DUE TO THE HIGH VOLUME OF ORDERS.
RETURNS + EXCHANGES
TERMS AND CONDITIONS
We accept returns on any items* within 14 days of your order being delivered for a refund.
Returned items must be in new, unworn condition, with all the garment tags attached + in the original packaging. We will refuse returns of items where it's obvious that the above conditions have not been met.
Exchanges + Returns: All exchanges + returns must be processed via their original purchase method. See below:
Online purchases: We do not accept physical exchanges to our Distribution Centre – all online purchases must be sent back via post for exchange/return- to complete your return, please fill out and enclose the returns slip at the bottom of your original packing slip and enclose this with your package. Online purchases cannot be returned/exchanged at our Sylvia Park retail store.
Retail Store Purchases: exchanges purchased at our Sylvia Park retail store must be done in person at the Sylvia Park retail store, they cannot be exchanged/returned via post at our Distribution Centre.
Change of mind purchases: If you change your mind about a purchase, we are happy to offer an exchange to the value of the item, subject to our return conditions. Refunds are not provided for change of mind returns.
*EXCEPTIONS:
*SALE ITEMS: We do not allow returns on any sale items - e.g Black Friday, End of Year or Boxing Day sales promotions.
*FAULTY ITEMS: If you believe you have received a faulty item, then these return conditions do not apply. Please contact our customer care team on support@youknow.co.nz for support with this. Purchases made instore at our Sylvia Park retail store can be returned there to be processed instore.
Products that have had the quality adversely affected by the customer's washing process will not be accepted for return as a faulty product. Please ensure that the washing instructions are carefully followed to ensure the quality of your garment, this includes the the use of colourfast washing detergent, and ensuring there is no bleach or chemical residue in your washing machine prior to washing.
REFUNDS
Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 2-5 working days.
