Support

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. For gift orders placed during December we extend our policy to allow returns requested within 5 days of December 25 in exchange for an alternate size or a gift card at the equivalent value of the purchase. Please read below for detailed information on our return and refund policies as some items are non-returnable such as sales items and items from collaborations.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.To start a return, you can contact us at hello@knickerbockernyc.com.au

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

All orders are usually processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns or exchanges on sale items, gift cards, collaboration items or items purchased for commercial use unless approved in writing from a Knickerbocker representative beforehand.

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Shipping charges for your order will be calculated and displayed at checkout. For Domestic orders within Australia over $300 we cover the cost of Standard Shipping.

Shipping charges for your order will be calculated and displayed at checkout.

For orders over $800 AUD we will cover the cost of standard international postal shipping. if you would like to use a specific courier or service, please contact us for a shipping quote.

At this time, we only ship to New Zealand, Papua New Guinea, Malaysia and Indonesia. If you live elsewhere in the world please visit knickerbocker.nyc

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 8-10 business days of receiving your shipping confirmation email, please contact us at hello@knickerbockernyc.com.au