Shipping & Returns
UK SHIPPING
We ship to all UK addresses with Royal Mail using a 24hr tracked service. We aim to ship all orders within 1-3 days after the order has been placed.
All orders with a UK shipping address over £120 qualify for free shipping. Orders below this amount will be calculated at checkout.
COLLECTION IN STORE - FREE COFFEE ON US
If you selected Collect from Store at checkout, you will receive a notification by email when your order is ready for collection. Simply show your collection email to a Knees Up staff member.
Customers who choose to collect from Knees Up, 455 Hackney Road, can receive a free coffee of their choice to take away or enjoy in. This includes any coffee offering using our current house beans. It is limited to one use per customer, per order. It must be redeemed at the same time as your collection and cannot be redeemed on another day.
INTERNATIONAL SHIPPING
We currently ship to all countries in Europe using a DHL tracked service, depending on where you live, you will have access to both a Standard and Express service. Rates are pulled directly through from DHL and will depend on the address you have inputted.
Duties and Taxes are not included in the prices listed on the website and will likely incur when the parcel passes through customs.
Please make sure you check your tracking information to pay any duties or taxes to release the goods. We aim to ship all orders within 1-3 days after the order has been placed.
For ROW orders, we ship to select countries and orders can sometimes take up to 14 working days to arrive.
If you refuse to pay your duties and taxes, your order will be returned to us. If an order is refused by you at customs by not paying the charges we may charge you a restocking fee of £25 that will be deducted from your refund. This covers the costs of the duties you have refused to pay as we still incur that cost.
RETURNS & EXCHANGES
We hope you’re happy with your purchase but if you’re not completely satisfied for any reason, you can return it to us for a refund or exchange.
We have a 28-day return policy, which means you have 28 days after receiving your item or purchasing it in-store to return the goods to us.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We reserve the right to reject a returns claim should we deem them to have broken these terms.
To start a return, you can contact us at shop@kneesupspace.com. Please note that returns will need to be sent to the following address: Knees Up, 455 Hackney Road, London, E2 9DY alternatively we accept returns and exchanges in-store for purchases made online. We do not offer free returns on orders and are not liable for goods lost in transit that have been returned. Please choose a suitable, reliable shipping service.
You can always contact us for any return question at shop@kneesupspace.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Online orders or in-store purchases outside of the 28-day return window will not be accepted for a return. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Alternatively, you can bring it in-store for an exchange.
We will not put goods on hold for an exchange.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@kneesupspace.com.
