FAQs


ABOUT KNOTS:

Q: How and when was Knots founded?

A: Josh Harris initiated Knots on the back of a napkin. Josh has a passion for minimalist design. From this passion, a vision to transform the sneaker industry was born. Knots is the first company to offer custom embossed sneakers. The company was officially launched in Melbourne in September 2016.

 

SUPPLY CHAIN:

Q: Does Knots have a supply chain code of conduct?

A: We are very conscious of our supply chain. Ethical sourcing is at the heart of our business. We always pay a fair price for our products. All our manufacturers are BSCI audited. BSCI is an initiative of the Foreign Trade Association (FTA). The BSCI is based on the labour standards of the International Labour Organization (ILO) and other significant international regulations like the UN Charta for Human Rights, as well as on national regulations. This initiative aims at continuously improving the social performance of suppliers, ultimately enhancing working conditions in factories worldwide. All suppliers and their employees accord with local labour laws, are paid above the minimum wage and are voluntary workers. Our suppliers do not use slave labour or child labour. We ensure that employees representatives treat employees fairly and equally. Therefore, our suppliers do not discriminate based on age, caste, disability, ethnic and national origin, gender, membership in worker's organisations, political affiliation, race, religion, sexual orientation, social background, and other personal characteristics.

 

COLLABORATIONS:

Q: I would like to collaborate with Knots, how do I go about this?

A: We would love to work with you! We are always looking for models and ambassadors to show off our products. Please send us a message via Instagram (@knotsbycj), and we will be in touch. If you have not heard back from us, please be patient as we get many requests.

 

MEDIA:

Q:  How can I get in touch regarding press or marketing related queries

A: You can contact us by clicking here and submitting a query.

 

ORDERING:

Q: How to I determine my shoe size?

A: Shoe sizing is not standardised across the industry. Please see our size chart via our website to determine the right size for you. https://www.knotsbycj.com/size-chart. Please remember that even the size chart is a guide only.

 

Q: How do you personalise the sneakers?

A: Knots use a hot foil pressing technique to monogram. The heat of the brass melts the foil into the shoe, and a protective layer is applied to ensure the monogram does not fade.

 

Q: What colours do you offer when monogramming?

A: Based on our minimalist style we offer gold, silver and blind (no colour) monogramming.

 

Q: What font is the monogram?

A: We use Caviar of Dreams font. Please see the monogramming font section of our website.  https://www.knotsbycj.com/fonts

 

Q: Can I get more than five characters monogrammed?

A: We recommend a maximum of five characters to avoid overcrowding. However, we can accommodate most requests, based on need. Please contact us through the website to arrange custom orders.

 

Q: Can I get different characters monogrammed on each shoe?

A: Yes, we are happy to accommodate most requests. Please contact us through the website to arrange custom orders.

 

Q: Do you offer discounts for bulk orders?

A: Yes we do offer discounts for bulk orders. The discount will be based on the quantity that is being purchased. Please contact us through the website.

 

RETURNS:

Q: Are the products under warranty?

A: Yes, we offer a 1-year limited warranty for all our products, subject to certain terms and conditions.

 

Q: Can I return my product if I am not happy?

A: If you are not completely satisfied with your product, for any reason, we will offer you an exchange or refund within 30 days of receiving the product. This is subject to certain terms and conditions.

 

Q: Am I eligible for a return?

A: To be eligible for a return, your item must be unused and in the same condition that you received it. Unused is an item in its original condition, unworn. It must also be in the original packaging. Because custom and personalised products are made just for you, they are not returnable. If you are eligible for a return, please see Exchange Policy or Refund Policy in our terms and conditions.

 

Q: Do you offer exchanges?

A: If you are eligible for our return policy (please see our return policy), you may qualify for an exchange, subject to our terms and conditions.

 

Q: Do you offer refunds?

A: If you are eligible for our return policy, you may qualify for a refund, subject to our terms and conditions. We determine refunds at our discretion. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Q: I have not received a refund yet, what should I do?

A: If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us through the website.

 

Q: How do I return a product?

A: Please read our terms and conditions. If you are eligible for a return, then fill out an application form in the returns centre, whereby your application will be assessed.  

 

STOCKISTS:

Q: Where is Knots located?

A: Knots is primarily an online store. However, we have stockists which are listed on our website. Please see the stockists section of our website for more details.

 

Q: Can I try on the products before I buy them?

A: Yes, we are stocked at Chapter One Boutique located at 215 Lower Heidelberg Rd, Ivanhoe East, VIC. Alternatively, if you are not based in Melbourne, you may order a pair of non-monogrammed shoes, and try them on. If they fit, you may send them back to be monogrammed, provided they are in the same condition as when you received them. However, this option will incur additional charges for shipping both ways. Please contact us through the website to arrange this for you. 

 

DELIVERY:
Q: How long will postage take on my order?

A: Postage times depends on your location. Postage takes approximately 3+ business days in Australia and 10+ business days for overseas. We also have the option for express shipping which will fast track your order. Express shipping is approximately 1+ business days in Australia and 5+ business days overseas.

 

Q: How can I track my order?

A: A confirmation email with your tracking number will be sent to you once the package has been shipped if you are based in Australia. We cannot offer tracking on international orders, unless they are express.

 

Q: I have not received my order yet, how do I locate it?

A: If you have not received your order, first check the tracking number that was sent. Next, contact Australia Post. Then, if you are still having trouble locating your order, please contact us through the website.

 

Q: I have received the wrong product, what should I do?

A: While we do our best to ensure control over our products, there are sometimes mistakes. If you have not received the correct product, this will be remedied as soon as possible. Please notify us immediately by getting in contact through the website.

 

PRIVACY:

Q: Is there a privacy policy?

A:  Yes, please see section 10 of our terms and conditions for our privacy policy.



 

STILL HAVE SOME QUESTIONS OR CONCERNS? WE ARE ALWAYS READY TO HELP! PLEASE SEND US AN EMAIL