Shipping & Returns
Shipping Policy
All shipping is free of cost for a minimum purchase value of £300.00. Delivery charges for purchases less than £300.00 as detailed below:
UK Standard Royal Mail Free*** 3-5 working days**
Express £9.90 1-2 working days*
Europe DHL/UPS £15.00 2-4 working days*
US, Canada & DHL/UPS £15.00 2-4 working days*
North America
​
Rest of the DHL/UPS £20.00 4-7 working days*
World
​
For personalised items, please allow an extra 2-3 working days on top of the delivery times. Please note that during sale periods & holiday season there may be some delay in the dispatch of orders.
*Orders placed before 2pm GMT/BST Monday to Friday will be delivered within 1-2 working days.
Orders placed after 2pm GMT/BST Monday to Friday will be despatched the following working day; orders placed after 2pm GMT/BST on Fridays will be despatched the following Monday. Working days in the UK are classified as Monday to Friday excluding all UK Bank Holidays.
​
UK Same Day Delivery – this delivery is not offered at this time.
**Please allow two additional working days for Highlands and Islands.
***Please note that UK orders for items of £100 or less are despatched via Royal Mail. These orders will not have any tracking details provided and will not require a signature for delivery.
If for any reason we anticipate a delay beyond our quoted delivery times our Customer Services team will get in touch with you.
Tracking your order
You will receive an email confirming when your order has been despatched.
Our delivery partner will email you tracking details to monitor the progress of your order. Deliveries are made between 8:30am and 6pm, and will require a signature to ensure the safe and secure delivery of your order.
We are unable to deliver to Parcel Motels. We are unable to deliver goods to PO boxes.
For security reasons we are unable to deliver Knights & Walker goods to hotels or Armed Forces Postal Addresses.
We will be able to deliver your goods to a location of your choice, that is different from your billing address. Please exercise the option to deliver the goods to the same address as your billing address or a different address and fill up the delivery address in the appropriate
Sales taxes & duties
Sales taxes and duties are calculated on the site according to where you are having your order delivered to and are detailed on the checkout screen during purchase and on your order invoice.
You can download your order invoice via My Account or request one from our Customer Services team.
When ordering goods from Knightsandwalker.com for delivery outside of the European Union (EU), your order may be subject to import duties and taxes, which are levied once the package reaches your delivery country. Any additional charges for customs clearance must be borne by you and unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office.
Please note that when ordering from knightsandwalker.com, you are considered to be the 'Importer of Record' and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.
Insurance & lost goods
All Knights & Walker goods remain the property of Knights & Walker until payment has been received in full and the goods have been delivered or collected. Knights & Walker shall be responsible for the goods until the goods have been delivered or collected. Knights & Walker ensures all items are insured against theft and accidental damage at no cost to the customer.
Once the goods have been delivered or collected, they cease to be the responsibility of Knights & Walker.
If you are worried that your goods have been lost at some point on their journey to you, please contact our Customer Services team within 14 days of placing your order. For stationery orders please allow 28 days before contacting us. Knights & Walker takes delivery discrepancies very seriously. If a delivery is reported as lost, we will work alongside our delivery partner to ensure a full investigation is carried out. During this time, the carrier may contact you directly and we kindly ask you to provide any additional information they may request to assist with their enquiries. This will ensure the matter is dealt with as quickly as possible.
In the unlikely event your goods arrive in a damaged condition, please contact our Customer Services team within 30 days of the delivery. You will also need to ensure that all original packaging is kept (both outer shipping packaging and internal contents).
If you believe there is a discrepancy in the contents of an order you have received, please contact our Customer Services team within 48 hours of the delivery.
​
​
Return & Exchange Policy
Returns
Should you be less than fully satisfied with your purchase, send it back to us within 20 days of purchase for exchange or refund. Wrap the item securely and include the completed return form that came with your shipment, if you do not have a return form call our Logistics Centre on 0203 778 9210. Please return by DHL or UPS only. We recommend that you insure your shipment in case of loss in transit. Without proof of shipment, we cannot replace product we do not receive. We cannot accept returns on any engraved, embossed or customised orders or issue credit for freight or gift wrap. The return refund will be reflected on your credit card within 30 days after receipt in our offices.
Package your product in a sturdy container with sufficient padding to protect from damage during transit. All shipping containers and packing materials are discarded upon receipt. As such, please do not use any containers and/or materials you wish returned.
If the item is faulty or a wrong delivery, we will send you a pre-paid courier label. Please place the item in its original packaging and return in a carefully sealed outer carton.
Note: We do not accept returns on any customized items, such as engraved or debossed items, for refunds or merchandise exchanges. We will accept customized items for repair under our warranty policy as described in the Warranty section of the site.
Address your return to:
Knights & Walker Limited
Customer Service Return Service
114, Waltham Road
London SM5 1PT
The return value [exclusive of shipping charges] will be reflected on your credit card within 30 days after receipt. Shipping charges paid at the time of purchase will not be returned.
Exchanges
Purchases can be exchanged for an alternative item. Please specify the item you wish to exchange it for at the time of requesting your prepaid postage label and follow the instructions above. We will process the exchange when we receive the returned item and the new item will be despatched. If the prices of the exchanged items differ we will notify you of the action required.
Refund
Refunds will either be credited to the original purchaser’s credit card, or will be issued in the form of a credit note to be spent at Knights & Walker and valid for 1 year. The value of a credit note or refund will exclude any shipping costs (with the exception of faulty items) which we deduct to cover the cost of our collection service. Customs duties and sales taxes on orders sent outside the EU are non-refundable through Knights & Walker. However, you may be able to recover these by contacting your local customs bureau directly.