Knickerbox Help Page
Before contacting us, you may find the answer to your query in our Frequently Asked Questions below.
PAYMENT AND ORDERING
How Long Will My Delivery Take?
Please see our Delivery Info page for details on delivery timescales.
What currency do you take?
We only accept the UK Pound Sterling (GBP). Customers outside of the UK will be billed in Sterling.
What tax do I pay?
All orders purchased on the Knickerbox website are inclusive of UK VAT regardless of delivery destination. If you live outside of the UK you are still eligible to pay UK VAT and you can then claim this back at the local tax office in your country.
What cards do you accept?
We accept the following cards: Mastercard / Visa / Visa Delta / Maestro / American Express / Solo
Can I pay by any other method?
Whilst other electronic payment methods are not currently accepted, we are happy to accept orders via post. Please send your order with a cheque or postal order through to:
Customer Service Centre
Gold Group House
Godstone Road
Whyteleafe
Surrey
CR3 0GG
Please ensure all crossed cheques and postal orders are made payable to ‘Knickerbox Ltd’
Is it safe to order online?
Yes. We are a member of IMRG, the leading industry body for global e-tailing, promoting the highest possible industry standards and best practices ensuring honest and truthful transactions.
We utilise industry standard 128 bit Secure Sockets Layer (SSL) technology to allow for the encryption of sensitive information such as your name, address and other sensitive information like your credit card details. This technology includes the following features:
Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity - this checks the data being transferred to ensure it has not been altered.
When will I be charged?
When you press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account. You will then receive an e-mail within a few minutes confirming your order. If the payment is not authorised by your bank or card issuer, you will receive an email within a few minutes advising you of this (please note some issuing banks may still reserve your funds for a period of time).
Do you sell Gift Vouchers?
Unfortunately we do not currently sell gift vouchers but we are working on e-vouchers and these should be available shortly. However you can buy Knickerbox vouchers in our stores around the country. These vouchers are only redeemable in store.
Do you deliver to BFPO addresses?
Most orders can be delivered to BFPO addresses, with Standard Delivery charge applicable. During registration you must enter your BFPO address as UK, rather than the country where you are posted. When we ship to BFPO addresses, it is the responsibility of the British Forces to ensure that the parcel is delivered to the correct location. For more information please see the BFPO website
PRODUCT INFORMATION
I need more information about a product
We include as much information as possible about a product on the product page itself. Usually, more detailed information like product sizing and materials can be found on the product page or by on the Sizing Chart If you need more detailed information, please contact Customer Services quoting the product code.
TECHNICAL ISSUES
My email/password is not recognised
You must use the exact email address and password combination with which you first registered in order to log back in to the site. If you have forgotten your password, we can send your password to the email address you used to register. Just fill in the 'Forgotten Your Password?' box on the Log in page
I am told that my card has expired, even though the expiry date is in the future.
This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.
Can I change my order?
Once your order has been confirmed, unfortunately it is not possible for you to change it prior to dispatch. This does not affect your statutory rights.
What will happen if I'm not in when you deliver my parcel?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.
HOW DO I UNSUBSCRIBE MY EMAIL ADDRESS?
We will be sorry to see you go, but by submitting your email address and pressing the submit button, you will have successfully unsubscribed from our emailing list.
If you miss us and our exclusive internet only products, we would be happy to welcome you back any time!