FAQs
General
If I am between sizes, what should Ido?
We have stockists throughout New Zealand and Australia so you can try and buy in store. Or if you’re buying online check out our size guide. If you are still unsure, send us an email to hello@knewelabel.com or contact us via the website and we will be happy to help!
I’m looking for an item from aprevious collection. Where can I find it?
If you know the name or style number, we can easily check if it is still available. You can email our customer service at hello@knewelabel.com. If you only have a description of the garment, please get in touch and we will try find it for you! Or call one of our stockists to see if they may be able to help.
I’ve received a discount code, where do I enterthis?
At the checkout, just enter the code into the ‘Discount Code’ box on the right hand side and click ‘Apply’ – the total cost will automatically update.
My discount code has not applied to the order,can you help?
If the code is valid and hasn’t expired, please email the details to us at orders@knewelabel.com and we’ll do our best to help.
CanI cancel or make changes to my order?
- To get your items to you as soon as possible, our warehouse team processes orders straight away – that means we can’t cancel or change items in an order once it’s been placed.
- We will be happy to refund the delivery cost on your next order. Just email us at orders@knewelabel.com and we’ll sort it for you. If you place an order online and email us the new order number we’ll refund the delivery charge back to the original payment method.
The item I want is no longer in stock, will yoube getting any more?
-We hate when that happens! But don’t worry, we’re always happy to check our stock levels to see if it’ll be back on the website.
Please email us at hello@knewelabel.com or call one of our stockists and we’ll do our best to help you.
*Unfortunately, we don’t restock sale items.
Why haven’t I received my order confirmation?
- The order confirmation should come through as soon as the order is placed, but if it hasn’t, there are a few things you can check. Have you looked in your junk folder? Did you enter your email correctly?
- If these aren’t the problem, feel free to email us at orders@knewelabel.com and we’ll be happy to check if your order has gone through.
How long does it take to ship my orderafter purchase?
We aim to fulfil orders within 24 hours however, orders placed over the weekends will be shipped the next working day
How long will my order take to arrive?
Delivery timeframe for New Zealand orders is 1-2 working days*. Australian orders are expected within 2-4 working days. Delivery time varies for orders shipped to the rest of the world.
* Please note rural deliveries can take 2-4 working days extra
How can I track my parcel?
- As soon as your order is packed, we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please note there can be a delay before the tracking information is available.
- You will also be able to track your order under ‘Orders’ when you log in to My Account.
The tracking number for my order isnot working, what should I do?
Sometimes you may have to wait a few hours to your tracking number to activate. If you have received an email with a tracking number and it does not work, please wait 1 business day before contacting us.
How can I return my order/items frommy order?
Any queries/faults/returns with items bought from a store or retailer must be handled by going through that original location of purchase.
How long does it take to get a refund?
We try to process refunds as quickly as possible. Once it has arrived back to our warehouse, please give us 1-2 business days to process the return and then another 4-7 business days for the amount to be credited back to you.
Are the refund terms also valid duringsales?
We do not accept returns or exchanges on sale items.
Do I have to pay the shipping costs tosend back goods for a return?
- The goods are your responsibility until they reach warehouse, it is up to you to cover the cost of post. We suggest you use a tracked courier service to return items.
- If you are returning an item from an international country other than New Zealand, please check with your local Customs as all duties & taxes are your responsibility.
- Please note: Any refund given will be minus the freight charge for the original garment sent to the customer.
How can I purchase a gift card?
Not an option at this stage, however, watch this space! Please get in touch with one of our stockists to see if they provide gift cards at a store we are stocked at.
Do you handle corporate orders?
If you’re interested in placing a corporate order, please email the details to us at orders@knewelabel.com, and we’ll see what we can do to help.
I’ve received the wrong item in my order, whatshould I do?
We’re really sorry about that! Please contact us at orders@knewelabel.com and we’ll get this sorted for you.
Faults
If there is a fault with an item/spurchased please:
- Go to our Contact page within 10 days of receiving your item/s.
- Fill out all fields and click Submit.
- We will then be in touch about getting the item/s back to us and any further action required.
Fit & Suitability
If an item doesn’t fit or does notsuit you, and you would like to return it, please:
- Go to our Contact page within 10 days of receiving your item/s.
- Fill out all fields and click Submit.
- We will then be in touch about where you can send your item/s back to.
Any return of goods due to incorrect sizing or not being suitable will be at the customer’s expense.
The item/s must be in its original condition when supplied to you, with all tags still attached, in a re-saleable condition and you must have your order number included with it.
The goods are your responsibility until they reach our returns department. We suggest you use a tracked courier service to return items.
If you are returning an item from an international country other than New Zealand please check with local Customs as all duties & taxes are your responsibility.
Please note: Any refund given will be minus the freight charge for the original garment sent to the customer.
*We do not accept returns or exchanges on sale items.
