FAQS.

Where do you ship?

All around this beautiful world. 43 countries to date.

How long does shipping take?

For UK delivery it’s next day (on orders placed before 2pm).

For Europe it can be expedited (1-2 days) or Standard (3-7 working days).

For the rest of the world, you can choose expedited (1-2 days) or Standard (3-7 working days).

What does shipping cost?

UK next day (on orders before 2pm) = £3.00.

European delivery expedited (1-2 days) = £15 or standard (3-7 working days) = £10.

Worldwide expedited (1-2 days) = £15, or standard (3-7 working days) = £12.

Deliveries outside the EU occasionally require additional duty fees, which you'll need to cover when you receive your items (worth it).

Who pays for international import tax?

You do. It’ll be worth it.

How can I track my order?

When you place your order you’ll be given a tracking number so you can trace each step from our warehouse to you door.

What packaging do you use?

Recycled and Recyclable FSC certified paper mailing bags.

We continue to actively look to work with a diverse range of businesses. In 2019 31% of our sales were produced by black/minority-owned businesses. Our brand mix is 7% of the brands we work with. But we recognise we can be doing more. And so we will, by actively seeking to onboard black-owned brands. We have a list of brands we are bringing for SS21 (15 out of 45 of these brands are black/minority-owned). 

We realise that lasting change is achieved through learning, dialogue, action and accountability. So if you have any thoughts, feedback or ideas, we’re all ears. Until then, here’s what we’re committed to as individuals, as a small team and as a growing organisation:

- Take time to read and learn.⁠

- Speak out when discrimition is present.⁠ Big, small, subtle or obvious.

- Actively seek to onboard black and minority owned businesses.⁠

- Continue to ensure our photoshoots are equally diverse, and represent the human race (as EVERY brand should).⁠

- Continue to work with factories and certifications that are addressing discrimination.⁠

- Invest in more size variants as we can and can afford it. 

- Ask ourselves in everything, who's voice is the loudest and who needs to be heard?⁠

- Use our panel discussions to bring wider conversations and voices to discuss racism and injustice. ⁠

- Take these actions further than social media. It’s great to use social media as a platform, but unless we action these things, things will not change.⁠

How do I return my item?

If it’s not perfect, post it back to us at Know The Origin, Returns, 3 Crossland Mews, Lymm, Cheshire, WA13 9GB. Just include your order number Inside the parcel and write whether it is a return or exchange. If you would like to exchange, please include the size and piece you would like to exchange it for.

Please note we can only take responsibility for the item once it’s back with us, so make sure you get a proof of postage. We offer free UK shipping for the piece that will be reissued, however international exchanges will be required to pay for shipping via Paypal. 

Any questions, shoot us an email at care@knowtheorigin.com and we'll take it from there.

Can I swap my item with another?

For sure. Just ship it back to us at Know The Origin, Returns, 3 Crossland Mews, Lymm, Cheshire, WA13 9GB. Make sure you include your order number Inside the parcel and write whether it is a return or exchange.

If you would like to exchange, please include the size and piece you would like to exchange it for. Please note we can only take responsibility for the item once it’s back with us, so make sure you get a proof of postage.

We offer free UK shipping for the piece that will be reissued, however international exchanges will be required to pay for shipping via paypal.  Any questions, shoot us an email at care@knowtheorigin.com and we'll take it from there.

We can only accept unworn pieces in perfect fully saleable condition within 14 days of purchase. If they are not in perfect tagged condition they will be returned to you at your expense.

Can I get refund?

Yup. A lot of love and care went into your product so it’s important that it’s perfect. Do let us know if there’s a specific problem and we’ll move mountains to sort it out.

Just ship it back to us at Know The Origin, Returns, 3 Crossland Mews, Lymm, Cheshire, WA13 9GB. Make sure you include your order number Inside the parcel and write whether it is a return or exchange.

We can only accept unworn pieces in perfect fully saleable condition within 14 days of purchase. If they are not in perfect tagged condition they will be returned to you at your expense.

Which payment options do you offer?

We accept all major debit and credit cards, American Express, PayPal, ShopPay, Apple Pay and Google Pay.

Alternatively we offer our customers the ability to spread their purchases over several months using LayBuy.

What is LayBuy?

LayBuy offers customers the option of spreading the cost of their order over several months. We wanted to provide an alternative payment solution which makes ethical and sustainable fashion more accessible to a mainstream audience. We also understand that to make slow fashion competitive with fast fashion retailers, we need to offer our customers payment options they would expect to see on our competitor's websites.

We strongly encourage customers to make sure they can afford their monthly repayments to avoid falling into financial difficulties.

Know The Origin chose LayBuy over other credit providers due to their approach towards unforeseen financial hardship. If your situation changes and you are struggling to keep up with your monthly repayments, please get in touch with LayBuy who may be able to offer a solution tailored to your needs. Click here for more information.

Know The Origin works with Laybuy to provide a Buy Now Pay Later service. Your payment agreement is with Laybuy & not Know The Origin Limited. Know The Origin will not be responsible for any debt incurred from using the Laybuy Service.

TERMS OF SERVICE

This website is operated by Know The Origin. Throughout the site, the terms “we”, “us” and “our” refer to Know The Origin. Know The Origin offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply  to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

We will only collect information that is necessary for us to support our business activities.  Information provided to us through our sales, marketing, surveys, website activities and/or event registrations may be stored, analysed and used for direct marketing purposes and to improve the way we do business with our current and potential customers. As a standard practice we do not share any personally-identifiable or private customer information with third parties, unless they are acting as an intermediary.

When you purchase something from our store, as part of the buying and selling process, we ask for some personal information (i.e. name, address and email address.) We may send you emails about our store, new products or other updates.

You are consenting to the collection of information every time you to complete a transaction, verify your credit card, place an order, screen order for potential risk or fraud (using IP address), arrange for a delivery or return a purchase. When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

Along with most online fashion brands, we use cookies on our website. Essentially cookies are tracking technology which is non-personally identifiable - we therefore cannot identify who you are from our use of cookies. 

Cookies let us track visitor activity on our website and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns). We use this data to advertise ads on social media channels and target specific areas or places to optimise ads.

For example, they may provide the type of browser software and operating system you use, the name of your internet service provider, the length of time you spend on our website, any referral website links, and other similar traffic-related information. This information helps us improve our website and the services we provide through our website, to continually improve your online experience with us.

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

    - “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

    - “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

    - “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, paypal details, email address, and phone number.  We refer to this information as “Order Information.”

We share your Personal Information with third parties to help us use your Personal Information, as described above.  For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here:  https://www.shopify.com/legal/privacy.  We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here:  https://www.google.com/intl/en/policies/privacy/.  You can also opt-out of Google Analytics here:  https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

You can opt out of targeted advertising by:

    FACEBOOK - https://www.facebook.com/settings/?tab=ads

    GOOGLE - https://www.google.com/settings/ads/anonymous

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at:  http://optout.aboutads.info/. 

BEHAVIOURAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you.  For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated. 

SECTION 12 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above.  Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Know The Origin, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless Know The Origin and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Know the origin, 3 Cropland Mews, Lymm, Cheshire, WA13 9GB.  

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

The Site is not intended for individuals under the age of 16.

SECTION 19 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website, in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

SECTION 20 - CONTACT INFORMATION

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, or withdraw consent please contact us by e-mail at hello@knowtheorigin.com or by mail using the details provided below: Know The Origin, 3 Crossland mews, Lymm, Cheshire, WA13 9GB, United Kingdom

Sizing is specific to each brand. Head to the product you like and there’s a specific sizing guide waiting for you.

How will my gift card be delivered?

Our gift cards are printed on 100% recycled card. They are 3.5 inches x 2 inches in size (business card size) and come with a small white envelope, perfect to put inside a card. 

We will also send you a digital gift card which can be stored with Apple Pay - we're all about that ease. 

How do I use my gift card?

Both our printed and digital gift cards include a 16 digit code which can be entered at checkout.

When will my gift card expire?

All gift cards will expire after 5 years (60 months) meaning you'll have plenty of time to find the perfect item for you.

What can my gift card be used for?

If it's on our website or in one of our pop-ups, you can use your gift card to pay for it. Gift cards cannot be used to purchase other gift cards.

As we are an online only business with no contact with the public we will still be operating and dispatching your orders but with a one-man team now in the warehouse! Our storage unit that we fulfil from is isolated and has no contact with any other humans on the site. Any staff members working in the warehouse are required to maintain the highest standards of hygiene to help in preventing the spread of Coronavirus.