Shipping policy

Shipping Policy

At Knock Nook, we aim to provide a reliable, transparent and straightforward delivery service. We take care when preparing and despatching every order and work with established delivery providers to ensure that purchases reach our customers as efficiently and safely as possible.

Please review the following delivery information, charges and terms before placing your order.

1. Delivery Options & Charges

Our standard delivery options and charges are outlined below.

Delivery Service	Estimated Delivery Time	Price
Standard Delivery	2–4 working days from despatch	£3.99
FREE Standard Delivery*	2–4 working days from despatch	FREE
Tracked 24 Express Delivery	1–3 working days from despatch	£4.99
Discounted Tracked 24 Express Delivery*	1–3 working days from despatch	£1.99
Oversized Item Supplement**	2–4 working days from despatch	£6.98 − £3.99 = £2.99

1.1 Free & Discounted Delivery*

FREE Standard Delivery is available on eligible UK mainland orders with a qualifying merchandise subtotal of £50.00 or more, after applicable discounts and excluding delivery charges and gift cards.

Customers with qualifying orders of £50.00 or more may alternatively choose Tracked 24 Express Delivery for £1.99.

Orders below the qualifying threshold are subject to our standard delivery charges.

1.2 Oversized Item Supplement**

Certain oversized, bulky or specially handled products are subject to additional delivery charges due to their size, weight, packaging requirements or transportation arrangements.

The standard delivery charge for these products is £6.98.

For eligible UK mainland orders with a qualifying merchandise subtotal of £50.00 or more, a £3.99 delivery discount will be applied, reducing the payable delivery charge to £2.99.

Please note: Oversized products are not eligible for completely free delivery. The £3.99 delivery promotion reduces the applicable delivery charge but does not remove the Oversized Item Supplement.

Where applicable, product-specific delivery charges or restrictions will be disclosed before purchase, and the relevant charges will be displayed at checkout.

All applicable delivery charges will be confirmed before payment.

2. Delivery Areas & Geographic Restrictions

We deliver to eligible addresses within the United Kingdom, subject to the availability of delivery services for the relevant destination.

Our FREE Standard Delivery and discounted Tracked 24 Express Delivery promotions are available exclusively to eligible UK mainland addresses.

For the purposes of these promotions, UK mainland refers to mainland England, mainland Wales and mainland Scotland.

Northern Ireland, Scottish islands, the Isle of Man, the Channel Islands and other offshore destinations are excluded from these promotions.

Delivery availability, charges and estimated delivery times may vary depending on the destination postcode, product type and delivery service.

Certain remote locations may experience longer delivery times, and some delivery services may be unavailable.

The available delivery options and applicable charges will be displayed at checkout before payment.

We reserve the right to amend our delivery areas, service availability and delivery charges for future orders. Any changes will not affect delivery arrangements or contractual rights already agreed for an existing order.

3. Order Confirmation, Processing & Despatch

3.1 Order Confirmation

Once an order has been placed, customers will receive an order confirmation email containing their order number, purchased items and delivery details.

Customers should check this information carefully and contact us as soon as possible if any details are incorrect.

3.2 Standard Order Processing

We aim to process and despatch orders within 1–2 working days of receiving an order. However, this is an estimated processing timeframe and is not guaranteed.

In some circumstances, order processing may take up to 4 working days, particularly during busy periods, major product launches or periods of exceptionally high order volumes.

Order processing includes payment verification, picking, packing and preparation for despatch.

Working days generally refer to Monday to Friday, excluding applicable public holidays.

Where exceptional circumstances are expected to cause a delay beyond our normal processing period, we will make reasonable efforts to keep affected customers informed.

3.3 Pre-orders & Products Awaiting Stock

For products offered on a pre-order basis, the normal order processing timeframe begins when Knock Nook physically receives the relevant stock, rather than when the customer originally places the order, unless otherwise expressly stated in the product description or at checkout.

Once the relevant stock has been received, we aim to process and despatch the order within 1–2 working days, although processing may take up to 4 working days.

Any estimated stock arrival, release or despatch dates provided for pre-order products are indicative and may be subject to change due to supplier availability, transportation delays or other circumstances beyond our reasonable control.

The estimated availability or delivery arrangements for pre-order products will be communicated before purchase where applicable.

Customers will be informed of significant changes to agreed delivery arrangements and advised of their available options where appropriate.

Nothing in this section permits an indefinite extension of an agreed delivery deadline or affects customers' statutory rights relating to delayed or undelivered goods.

3.4 Despatch Confirmation

Once an order has been despatched, customers will receive a despatch confirmation email. Tracking information will be provided where available.

The estimated delivery times shown in our delivery options table begin from the date of despatch and do not include order processing time.

For pre-orders, any applicable period awaiting the arrival of stock is also excluded from the carrier transit estimates.

4. Estimated Delivery Times & Delays

4.1 Estimated Delivery Timeframes

The delivery times stated in our delivery options table are estimates calculated from the date of despatch rather than the date on which the order was originally placed.

These estimates do not include order processing time or, where applicable, the period awaiting pre-order stock.

Royal Mail Tracked 24 and Tracked 48 are services with delivery targets rather than guaranteed delivery dates.

Tracked 24 Express Delivery is intended to provide a faster delivery service, but next-working-day delivery is not guaranteed.

4.2 Delivery Times After Despatch

Once an order has been despatched and handed over to the delivery provider, the actual delivery timeframe is largely dependent on the carrier's operations and is beyond our direct control.

Although most parcels are expected to arrive within the stated delivery estimates, delays may occasionally occur due to operational disruptions, seasonal demand, adverse weather, transportation difficulties or other circumstances affecting the delivery network.

In exceptional circumstances, delivery may take up to 10 working days or, in some cases, longer than originally estimated.

We kindly ask customers to allow for possible carrier delays, particularly during busy periods.

If a parcel has not arrived within the expected delivery timeframe, customers should contact us so that we can assist with tracking and investigating the delivery.

4.3 Delayed Deliveries

We will make reasonable efforts to notify customers of significant delivery delays of which we become aware.

Where a parcel is delayed, we may contact the delivery provider to request further tracking information or investigate the circumstances.

The delivery provider may require additional time to complete its investigation or establish the parcel's whereabouts.

However, customers are not required to wait for a carrier investigation to conclude where they are already entitled to a remedy under applicable consumer law.

Although Knock Nook has limited direct control over transit times after despatch, we remain responsible for fulfilling our contractual delivery obligations in accordance with applicable law.

Orders will be delivered within the timeframe agreed with the customer or, where no specific timeframe has been agreed, within the period required by applicable consumer law.

Nothing in this section affects customers' statutory rights in relation to delayed, lost or undelivered goods.

5. Delivery Addresses & Changes to Orders

5.1 Customer-Provided Delivery Information

Customers are responsible for providing accurate and complete delivery information when placing an order.

This includes the recipient's name, delivery address, postcode and any additional details reasonably required for successful delivery.

Customers should carefully check their delivery details before completing payment.

5.2 Changes to Delivery Details

If a customer discovers an error after placing an order, they should contact us immediately, quoting their order number.

We will make reasonable efforts to amend the delivery details before despatch. However, changes cannot be guaranteed once an order has entered processing or has been handed over to the delivery provider.

Once a parcel has been despatched, we may be unable to change its destination or delivery arrangements.

5.3 Incorrect or Incomplete Addresses

Where an incorrect or incomplete address provided by the customer results in a failed delivery, return to sender or the need for redelivery, reasonable additional costs may be payable where permitted by law.

If redelivery is requested, we will confirm the available options and any applicable additional charges before arranging another shipment.

We may require payment of the agreed redelivery charge before despatching the parcel again.

Customers will not be held responsible for delivery failures resulting from errors made by Knock Nook or failures for which we are legally responsible.

6. Refused, Failed & Uncollected Deliveries

6.1 Refused Deliveries

If a customer refuses delivery of a parcel, we will review the circumstances surrounding the refusal and any subsequent return to sender.

Customers who no longer wish to receive their order should contact us as soon as possible so that we can advise them on the appropriate cancellation or return procedure.

Where a parcel is refused or returned for reasons attributable to the customer, reasonable additional costs may be payable.

Any refund will be calculated in accordance with the customer's statutory rights and our Refund Policy.

6.2 Failed Delivery Attempts

If the delivery provider is unable to complete delivery, it may attempt redelivery, leave delivery instructions or make the parcel available for collection, depending on the service used.

Customers should follow any reasonable delivery or collection instructions issued by the carrier.

Where a parcel is returned to us following unsuccessful delivery attempts, we will review the circumstances and contact the customer where appropriate.

6.3 Uncollected Parcels

If a parcel is made available for collection but is not collected within the period specified by the delivery provider, it may be returned to us.

Where non-collection results in additional return or redelivery costs, reasonable charges may be payable by the customer where permitted by law.

Any arrangements for redelivery and associated charges will be confirmed before a further shipment is made.

6.4 Statutory Rights

Nothing in this section limits the customer's legal rights to cancel an eligible order or obtain an appropriate remedy where delivery has not been completed in accordance with applicable consumer law.

Where a failed delivery, refusal or return results from an error by Knock Nook or a delivery failure for which we are legally responsible, the customer will not be charged for resolving that error.

7. Lost, Missing & Damaged Parcels

7.1 Reporting a Delivery Issue

We take reasonable care when preparing and despatching orders.

If a parcel has not arrived, appears to be missing or arrives damaged, customers should contact our customer service team as soon as reasonably possible.

Please include the relevant order number and a description of the issue.

7.2 Investigation & Supporting Evidence

Depending on the circumstances, we may request relevant supporting information, including photographs of damaged products or packaging, delivery notifications, tracking information or other evidence reasonably necessary to investigate the issue.

Where appropriate, we will contact the delivery provider to investigate the parcel's whereabouts or delivery circumstances.

The time required for an investigation may vary depending on the carrier and the nature of the issue.

7.3 Parcels Marked as Delivered

Where tracking information indicates that a parcel has been delivered but the customer reports that it has not been received, we may investigate the delivery record and any available evidence of delivery.

A delivery scan or tracking status may form part of this investigation but does not, by itself, determine whether our legal delivery obligations have been fulfilled.

7.4 Responsibility During Transit

Responsibility for goods during delivery will be determined in accordance with applicable consumer law.

Where goods are lost or damaged before the risk has passed to the customer, Knock Nook will provide an appropriate remedy in accordance with the customer's statutory rights.

Customers will not be required to pursue compensation directly from our appointed delivery provider as a substitute for their legal rights against Knock Nook.

8. Product-Specific Delivery Charges & Restrictions

Certain products or product ranges may be subject to special delivery conditions.

These may include, but are not limited to, selected collectables, limited-edition products, oversized items or products requiring additional packaging, protective materials or special handling.

Where applicable, such products may be subject to:

• Additional or separate delivery charges;
• Exclusion from completely free delivery promotions;
• Specific delivery services or geographic restrictions;
• Extended processing or fulfilment arrangements.

Any applicable product-specific restrictions or charges will be disclosed before purchase.

8.1 Oversized Item Delivery Charges

Oversized products are subject to a standard delivery charge of £6.98.

For qualifying UK mainland orders of £50.00 or more, a £3.99 delivery discount applies, reducing the payable delivery charge to £2.99.

This discounted rate is subject to the applicable product, order value and delivery destination requirements.

Oversized products are not eligible for completely free delivery unless expressly stated otherwise.

The final delivery charge will be displayed at checkout before payment.

For orders containing multiple products with different delivery requirements, the available delivery methods and total delivery charges displayed at checkout will apply.

We will not impose additional delivery charges after an order has been placed without the customer's agreement.

9. Delivery Promotions & Discounts

From time to time, Knock Nook may offer delivery promotions for selected products, product ranges, order values, delivery destinations or promotional periods.

Unless otherwise expressly stated, our standard FREE Delivery promotion applies only to eligible UK mainland orders with a qualifying merchandise subtotal of £50.00 or more after applicable discounts.

Delivery charges and gift card purchases do not count towards the qualifying merchandise subtotal.

Certain products, including oversized items, may remain subject to additional delivery charges after the standard delivery promotion has been applied.

Delivery promotions cannot be exchanged for cash and may be subject to additional conditions disclosed before purchase.

9.1 Partial Returns & Free Delivery Threshold

FREE Standard Delivery and discounted delivery rates are promotional benefits available on qualifying orders meeting the applicable minimum merchandise value.

Where a customer makes a partial change-of-mind return and retains one or more items from the original order, the value of the retained merchandise may be reassessed for the purposes of the original delivery promotion.

Please note: If a partial change-of-mind return brings the qualifying value of the items retained below the £50.00 FREE Standard Delivery threshold, the standard delivery charge of £3.99 will ordinarily be deducted from the refund for the returned items.

Example — Partial Change-of-Mind Return

A customer purchases three eligible items at £20.00 each, with a total merchandise value of £60.00, and receives FREE Standard Delivery.

The customer subsequently requests a change-of-mind return for two items, with a combined value of £40.00.

The retained merchandise value is £20.00, which falls below the £50.00 FREE Standard Delivery threshold.

Where the promotional adjustment is legally applicable, the refund will be calculated as follows:

• Value of returned items: £40.00
• Standard delivery charge adjustment: −£3.99
• Final refund: £36.01

The customer is also responsible for arranging and paying the direct return postage cost.

10. Returns, Refunds & Statutory Rights

10.1 14-Day Change-of-Mind Returns

Customers who purchase eligible goods online generally have a statutory right to cancel their order within 14 days of receiving the goods, without giving a reason, subject to applicable legal exceptions.

Customers must notify Knock Nook of their decision to cancel within the applicable cancellation period.

Following a valid cancellation, customers generally have a further 14 days to return the relevant goods.

Customers may notify us by email at info@knocknook.co.uk with a clear statement communicating their decision to cancel.

For further information about eligibility, product-specific exclusions, return conditions and cancellation procedures, please refer to our Refund Policy.

10.2 Return Postage Costs for Change-of-Mind Returns

For eligible change-of-mind returns, customers are responsible for arranging and paying the direct cost of returning the goods to Knock Nook.

Knock Nook does not ordinarily provide prepaid return shipping labels or free return postage for change-of-mind returns.

Customers must arrange the return using a suitable postal or courier service of their choice.

We strongly recommend using a tracked delivery service and retaining proof of postage, particularly for valuable or fragile products.

Customers should package returned goods appropriately to minimise the risk of damage in transit.

Goods should be returned to the address specified in our return instructions. Unless we advise otherwise, our return address is:

Knock Nook
Unit 39, Princes Square
48 Buchanan Street
Glasgow
G1 3JN
United Kingdom

Customers are responsible only for the direct return costs that they may lawfully be required to bear. No additional return administration, processing or restocking fee will be imposed for exercising a statutory cancellation right.

Where goods are faulty, damaged, incorrect, misdescribed or otherwise fail to meet applicable statutory requirements, the customer's legal rights to an appropriate remedy, including responsibility for reasonable return costs, will apply.

10.5 Refund Processing & Timescales

Refunds for valid statutory cancellations will be processed without undue delay and within the time limits required by applicable consumer law.

Where goods are being returned and Knock Nook has not offered to collect them, the required refund will be issued no later than 14 days after:

• The day on which we receive the returned goods; or
• If earlier, the day on which we receive satisfactory evidence that the goods have been sent back.

Where no goods are required to be returned, the applicable statutory refund deadline will be calculated in accordance with consumer protection legislation.

Refunds will ordinarily be made using the original payment method.

No refund administration fee will be imposed for exercising a statutory cancellation right.

Any permitted adjustment or deduction will be assessed in accordance with this Shipping Policy, our Refund Policy and applicable law.

10.6 Condition of Returned Goods & Diminished Value

Customers may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner comparable to what would ordinarily be permitted in a physical shop.

Returned goods may be inspected upon receipt.

Where a customer has handled goods beyond what is reasonably necessary and this has caused a reduction in their value, Knock Nook may make a reasonable deduction reflecting the actual diminished value, where permitted by law.

Examples of circumstances that may require assessment include:

• Evidence of use beyond reasonable inspection;
• Damage caused by unnecessary handling;
• Missing or damaged components or accessories;
• Damage to packaging where this genuinely reduces the value of the goods;
• Missing or damaged product or security tags where this results in a demonstrable reduction in value.

Any deduction will be proportionate to the actual loss in value and will not be an automatic penalty, restocking fee or cancellation charge.

Further information about our return conditions and voluntary return requirements is available in our Refund Policy.

10.7 Faulty, Damaged, Incorrect or Misdescribed Goods

The change-of-mind return postage rules, promotional delivery adjustments and related conditions described above do not override customers' statutory rights where goods are faulty, damaged, incorrect, misdescribed or otherwise fail to meet applicable legal requirements.

Where Knock Nook is legally responsible for the return of goods, customers will not be required to bear reasonable return costs that we are obliged to cover.

Where appropriate, we may provide a prepaid return label, arrange collection or reimburse reasonable return postage costs.

Any entitlement to a refund of original delivery charges, replacement goods, repair or another remedy will be determined in accordance with applicable consumer protection legislation.

Customers should contact us at info@knocknook.co.uk with their order number and details of the issue so that we can assist.

10.8 Oversized Products – Change-of-Mind Returns

For oversized products, any original delivery charge paid by the customer will be refunded in accordance with applicable statutory cancellation rights.

Where Oversized Item Delivery was the least expensive common and generally acceptable delivery method available for the relevant order, the applicable original delivery charge will be included in the refund following a valid full-order statutory cancellation.

For partial change-of-mind returns, the delivery promotion adjustment described in Section 9.1 may apply where legally permitted.

Customers are responsible for arranging and paying the direct cost of returning oversized products.

Knock Nook does not ordinarily provide prepaid return labels for change-of-mind returns, including oversized products.

10.9 Refund Policy & Statutory Rights

For full details of return eligibility, cancellation procedures, product-specific exclusions, return conditions and refund arrangements, please refer to our Refund Policy:

https://www.knocknook.co.uk/policies/refund-policy

Nothing in this Shipping Policy excludes, restricts or overrides any statutory rights customers have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation.

In the event of any inconsistency between this Shipping Policy and a customer's statutory rights, the applicable statutory rights will prevail.

11. Contact Information

If you have any questions about our delivery services, an existing order, a return or a shipping-related issue, please contact us:

Knock Nook

Unit 39, Princes Square
48 Buchanan Street
Glasgow
G1 3JN
United Kingdom

Email: info@knocknook.co.uk

Please include your order number when contacting us about an existing order so that we can assist you as efficiently as possible.