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).

Please note your order may take a little longer to arrive with you due to the ongoing Covid-19 pandemic.

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, Armadillo Self Storage, 73 Manchester Rd, Woolston, Warrington WA1 4AE 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, Armadillo Self Storage, 73 Manchester Rd, Woolston, Warrington WA1 4AE. 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, Armadillo Self Storage, 73 Manchester Rd, Woolston, Warrington WA1 4AE. 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.

Our privacy policy can be found here

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.

Please note your order may take a little longer to arrive with you due to the ongoing Covid-19 pandemic.