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FAQ

WHY HAS MY PACKAGE NOT ARRIVED YET?

All Knotty Knickers subscription orders take 1-3 business days to process and will reach you in 4-8 business days thereafter. Your projected ETA can be found within your confirmation email received upon subscribing or when the order renews. Please always review your confirmation email and the projected time-frame listed above before emailing with a lost package inquiry! 

If your order is late – please note that the ETA projected in your confirmation email does not include weekends and holidays. Because of this, you may be asked to wait up to four additional business days for us to begin an investigation. 

PayPal subscribers will not receive a Confirmation Email from us – but will receive one from PayPal. Shipment times are the same for PayPal subscribers: 1-3 business days to process and will reach you in 4-8 business days thereafter (excluding weekends and holidays).

WHEN WILL I RECEIVE MY PACKAGE?

All orders take 1-3 business days to process after your order is placed or renews. Thereafter, packages will take 4-8 business days to reach you. Your confirmation email received upon subscribing will enclose your package’s ETA. Please note, the ETA is an estimate and does not account for weekends or holidays. There are no shipment notification emails sent. 

If you order a “Knotty Extra” within six business days of your next renewal, it will be shipped along with your upcoming package. If it is beyond this time-frame, your Knotty Extra will be shipped out on its own.

WHAT IF MY KNICKERS DO NOT FIT?

We are sorry to hear that your Knickers do not fit. Our sizes are on designed to be on par with traditional retail brands. We are happy to provide you with size charts down to the very centimeter for detail. If you are not happy with how your Knickers have fit and want to change your size for future months, this can be done directly from your Knotty Knickers account: 

Login to your account > Click “Manage Subscriptions” > Click “Edit” > Scroll down to “Change Product Variant” > There you may then change your size, quantity and gift options. 

If you are having difficulty changing your size, please email us – support@knottyknickers.ca

Due to the nature of our product, we are unable to accept returns or exchanges.

MY PAYMENT DECLINED! HOW CAN I UPDATE MY PAYMENT INFO?

Login to your account > Click “Manage Subscriptions” > Click “Edit” > Scroll down to “Update Payment Info” > Change your payment info accordingly and then SAVE! 

If your payment will automatically be tried again in 1-2 days after it has declined.

WHAT PAYMENT-TYPES DO YOU ACCEPT?

We currently accept Visa, MasterCard, American Express, Debit Visas and PayPal. 

To set up with PayPal – please DM us. support@knottyknickers.ca

WHAT IF I NEED TO MAKE CHANGES TO MY ACCOUNT?

All of your subscription preferences can be changed directly through your Knotty Knickers account. Please be aware, that if your subscription has already renewed, any changes you make afterwards will be applied to your future subscriptions. 

SIZE: Login to your account > Click “Manage Subscriptions” > Click “Edit” > Scroll down to “Change Product Variant” > There you may then change your size, quantity and gift options. 

PACKAGE: Login to your account > Click “Manage Subscriptions” > Click “add product” and select the criteria of your newly desire package. Once you have added the package you want, under actions, click “cancel” on the package you no longer wish to have. 

QUANTITY: Login to your account > Click “Manage Subscriptions” > Click “Edit” > Scroll down to “Change Product Variant” > There you may then change your size, quantity and gift options. 

ADDRESS: Login to your account > Click “Manage Subscriptions” > Under actions, click “Edit” > Scroll down and under the address click “edit” > Update the address accordingly and SAVE! 

BILLING CYCLE: Login to your account > Click “Manage Subscriptions” > Click “Edit” > Scroll down to “Change Delivery Schedule” > You can then change your billing schedule to monthly or bi-monthly. 

PAYMENT INFO: Login to your account > Click “Manage Subscriptions” > Click “Edit” > Scroll down to “Update Payment Info” > Change your payment info accordingly and then SAVE! 

If you are having difficulty with any of the above, we are happy to help! Please email us. Support@knottyknickers.ca 

PayPal customers can manage their account through their PayPal account. If you need to make any changes, kindly email our support team at anytime.

WHY IS MY CARD IS DECLINING WHEN TRYING TO SUBSCRIBE?

We are sorry to hear that! It is possible that your bank could be blocking the charge from going through. We would recommend contacting them to allow forth the charge.  

If you would prefer, we do also accept PayPal. Please email us for assistance with setting this up: support@knottyknickers.ca or DM us on Facebook/Instagram.

WHY CAN’T I GET INTO MY ACCOUNT?

If you did not create an account upon subscribing, you can create one with the email you subscribed with. Once you have created an account – you will be able to access your subscription preferences. 

For more assistance, please email us and we will send you an “Account Activation” link or assist you with resetting your password: support@knottyknickers.ca 

PayPal customers will have an account managed exclusively through their PayPal account and not through the website.

WILL I GET DUPLICATE PAIRS IF I HAVE MULTIPLE SUBSCRIPTIONS?

If your multiple subscriptions renew on different days, then you may be at risk of duplicate knickers. To avoid duplicates, you may move your subscriptions to all renew on the same day. This way, they are packaged together and you will not receive duplicate styles. Please email us if you require assistance with moving your billing date: support@knottyknickers.ca

HOW DO I ADJUST MY BILLING DATE OR PAUSE MY SUBSCRIPTION?

We currently do not have an option to pause a subscriptions without setting a next-renewal date. If you would like to adjust your billing date to a later time, we can do so via email – support@knottyknickers.ca 

PayPal customers will have to cancel their subscriptions through their account and then re-subscribe when they would like to re-start their subscriptions.

HOW DO I SUBSCRIBE VIA PAYPAL?

Please e-mail us or DM us on our social media and we will get that set up for you! We will send you a personal link to subscribe securely via PayPal. 

Contact us at: support@knottyknickers.ca with your desired package, quantity, size, billing-cycle and country or origin.

HOW DO I CANCEL MY SUBSCRIPTION?

Your account can be cancelled directly from your Knotty Knickers account anytime. There are no fees to cancel and you may do so anytime. 

PayPal customers must cancel directly from their PayPal accounts.

WHEN WILL I BE BILLED EACH MONTH?

Your subscription will be billed for on the same day of each month – or every other month based on your chosen subscription cycle. For example, if your subscription is on the monthly cycle and you subscribe on the 18th of the month, your billing date will be on the 18th of every month thereafter. 

If your payment declines on your scheduled renewal date, your billing date will change to the date that the payment clears.

I WANT TO CANCEL MY ORDER

All subscriptions must be cancelled prior to your billing date, otherwise we cannot cancel your order after is has renewed. 

All renewing orders are pre-packaged and already placed within Canada Post or USPS’  processing facility, so we cannot cancel and pull back the order. The order is sent in multiple large boxes, that are processed with millions of other packages, so sadly we are unable to stop the package from shipping after it has renewed.  

The only way to ensure no future orders go through is to cancel prior to your billing date.

HOW DO I CARE FOR MY KNOTTY KNICKERS?

We always recommend hand washing our knickers to best extend their lifespan! Even the gentle cycle in the machine can sometimes be too harsh on our finely milled laces. 

DOES KNOTTY KNICKERS DO RETURNS?

All Knotty Knickers sales are final and non-refundable. We do not offer returns or exchanges due to the nature of our product.

WHAT IF I RECEIVED SOMETHING THAT IS DAMAGED?

If you have received something other than what you were expecting, please email us within five days of receiving your package. Items cannot be washed and must be in their received condition. If you do contact us after the five-day period, we may not be able to assist you with any concerns regarding your items. All concerns revolving damages or otherwise, must be brought to us while subscriptions are still active.

WHAT IF I RECEIVED THE WRONG SIZE/PACKAGE THAN WHAT I ORDERED, WHAT DO I DO?

If you have received something other than what you were expecting, please email us within five days of receiving your package. You may be asked to provide a photo of the product you received for verification. All concerns revolving damages or otherwise, must be brought to us while subscriptions are still active.

WHAT IF I GET DUPLICATE PAIRS?

If you have received duplicate underwear, please email us within five days of receiving your package. You may be asked to provide a photo of the product you received for verification. All concerns must be brought to us while subscriptions are still active.