COVID-19 Update: We are dispatching as normal with all necessary precautions.

FAQs

 

How do I place an order?

The simplest way to place an order is online on the website. You can just add the products you love to your bag and follow the call to action buttons to the checkout page to complete your order. Our website is 100% safe and very easy to use. You can also order over the phone by calling our customer service team on +44 (0)1305 858847.

 

How can I pay?

You can pay by Credit or Debit card. We accept Visa, Mastercard, Maestro and American Express.

You can also pay via a Paypal account. 

 

How do I use a discount code?

All promotional and discount codes can be applied at the shopping bag page or the checkout page before completing your order. Each code is case sensitive and you can only use one per order.

 

What countries do you deliver to?

We deliver to the United Kingdom and worldwide. Postal charges will vary according to the world zone deliver to. For more information about all the countries we deliver to read here.

 

How do I qualify for free delivery?

Orders sent to UK addresses are free on orders over £35. Simply add the products you love to the shopping bag to qualify. All orders sent to Europe and the rest of the world will be charged for delivery. 

 

Do you offer gift wrapping?

Yes we do offer a gift wrapping service on most items at £4.95. We do not offer gift wrapping on direct dispatch items which include brands Dominique, Mabelicious Bridal and Katherine Hamilton. 

A gift wrap includes a special gift box with a mesh ribbon. The items will be individually wrapped in tissue paper and you can add your own personalised message to make it extra special.

 

Do I need to set up an account to place an order?

No, you do not need to set up an account to place an order online. We have a Guest checkout where you can just enter your address and payment details to process an order. You can choose later on if you would like to set up an account, which we highly recommend as it saves a lot of time if you do place another order in the future. Register for an account here

 

Can I send an order to a different address than my billing address?

Of course. The delivery address can be changed at the checkout page. So you can send gifts and orders to a different delivery address or even your workplace.

 

When will I receive my order?

If you opt for UK Standard Delivery, your order will be delivered within 3 - 5 days after the dispatch date and 1- 2 days for Express Delivery. Products that are labelled "allow days" or "direct dispatch" will be clearly marked on the product pages and therefore will take longer to be delivered. For more delivery details and charges read here

We do not offer Saturday delivery, so orders placed after 2.30pm on Friday or the weekend will be dispatched the following Monday.

For orders outside the United Kingdom, please allow 5 - 10 days of dispatch for all 'in stock' items to be delivered. For more information on international delivery details and charges read here.

 

What if I'm out when they deliver my order?

All our orders are dispatched with Royal Mail. They will leave a 'while you were out' card so you can arrange a redelivery or pick it up from your local Royal Mail depot. If you parcel does not need a signature, it may be posted straight through the letterbox. We recommend choosing an address where someone will be around to receive and sign the delivery. 

 

How do I return items?

If for any reason you are unhappy with your purchase, you can arrange a return through 'Your Account' page by simply signing in. If you placed an order using a guest checkout, you will need to contact our customer service team to arrange a return either by online chat, emailing them on customerservices@knickerlocker.com or by calling them on +44 (0)1305 858847. 

Once you receive the RAN number for your return, you can send the parcel back to us using the returns label on your invoice. Please bare in mind we do not offer free returns for any of our items. 

For more information on returns read here

 

Can I exchange an item?

We do not offer exchanges on our products. If you would like another item or size, we recommend returning the unwanted item and re-ordering the new size or style online. This will make sure the product reaches you quickly and efficiently. 

 

How do I view my order history?

If you have registered for an account with us, you can view your order history and manage your addresses, wishlist and preferences when you log in. You can log in by clicking 'Sign In/ Register' at the right hand of the screen or clicking 'My Account' in the bottom footer.

 

How do I opt out of email newsletters?

Our email newsletters are not sent to you as spam, but as a great way to update you on products that we think may interest you or about any promotions, sales or special offers. You can opt out of receiving these by clicking on 'unsubscribe' at the bottom of the email or signing into your account and editing your account details. 

 

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