Frequently Asked Questions

Below you will find answers to the most common questions about orders, shipping, returns, products, and customer support at Knitelle. We recommend reading through this section before contacting support.

1. Orders & Purchases

How do I place an order?
Simply select your item, choose size and quantity, and proceed to checkout.

Can I modify or cancel my order?
Orders can only be modified or canceled within 12 hours after purchase.

Why did I not receive an order confirmation email?
Please check your spam folder or verify that your email was entered correctly.

Can I order without creating an account?
Yes, guest checkout is available.

Why was my order canceled?
Orders may be canceled due to payment failure, stock issues, or fraud prevention systems.

2. Shipping Questions

How long does shipping take?
Delivery usually takes 7–20 business days depending on location.

Why is my order still processing?
Processing includes quality checks and packaging before shipment.

Do you ship internationally?
Yes, we ship worldwide.

Can I change my shipping address?
Only before the order is shipped.

Why is my tracking not updating?
Tracking updates may take 24–48 hours after shipment.

Will my package be split?
Yes, if items come from different warehouses.

3. Payment Questions

What payment methods do you accept?
We accept major credit cards, debit cards, and secure online payment systems.

Why was my payment declined?
Your bank may block international transactions or insufficient funds may apply.

Is my payment secure?
Yes, all transactions are encrypted.

Do you store payment information?
No, we do not store card details.

4. Returns & Refunds

Can I return my item?
Yes, within eligible return conditions.

How long does refund take?
Refunds usually take 5–10 business days.

What if I receive a damaged item?
Contact support with photos for resolution.

Can I exchange sizes?
Yes, depending on stock availability.

5. Product Questions

Are your products true to size?
Most items follow standard sizing but check size guide per product.

What materials are used?
Knit, denim, mesh, cotton blends, and structured fabrics.

Will items look like photos?
Yes, but slight color differences may occur due to lighting.

Are products restocked?
Some styles are limited edition and may not return.

6. Account & Support

Do I need an account?
No, but it helps track orders easily.

How do I contact support?
Email: sales@knitelle.store

When will support reply?
Within 24–48 hours.

7. Additional Information

Do you offer discounts?
Occasionally during campaigns.

Do you restock sold-out items?
Only selected designs.

Are taxes included?
Depends on region and checkout settings.