FAQs

Here are the answers to some of our most frequently asked questions.

If you still can't find the answer you're looking for, get in touch with us at customercare@knokstore.com.

 

KNOK CASE 

I can’t find a case for my phone model. Do you have cases for other phones?

At the moment we only offer KNOK CASE phone necklaces for iPhone, Samsung and Huawei models. On our product pages, you can filter by phone model to see all colours and styles currently available. 

Can I use the Custom Cords with my old KNOK CASE?

Custom Cords are only suitable for use with our new Custom Cases. The cords on our Classic KNOK CASE are not detachable.

What’s the difference between Classic and Custom KNOK CASE, and which one should I choose?

KNOK CASE Custom allows you to remove and swap the cords, customising the case to your style and outfit. You can add as many different colour cords as you like - making it a great option if you like to change up your style and have a few colour options, or you'd like the options to change the cord at a later date. 

KNOK CASE Classic has an attached cord which cannot be removed. Classic is great if you want to stick with just one colour.

Why is my new necklace scratched? 

Some of our cases ship with a protective foil over the cases - it’s possible that the foil is still attached!

I changed my phone model - can I just swap the case?

Yes! Please check in the section "Phone Lanyards" - in here you can find clear phone cases with rings. Attention: only custom cases can be exchanged, classic ones not. 

 

ORDERS & SHIPPING

Do you ship to my country?

We ship worldwide!

How much does shipping cost? 

Shipping costs are calculated at checkout.

Do you offer free shipping?

We offer free shipping within the EU on orders over 35 €.

I still haven’t received my order. What’s going on? 

You should have received a tracking number with your shipping confirmation. If your package is shown as "delivered" but you haven't received anything, contact us at customercare@knokstore.com and we’ll follow this up for you.

Do you offer VAT discount for non-EU customers?

Customers ordering from outside the EU will receive a 19% VAT discount on their order. This is applied at checkout after delivery details are completed.

Items will be shipped from Berlin, Germany with official documentation declaring the exact total of all merchandise purchased in Euros, and the country of origin of the items.

For deliveries outside the EU, additional fees (tax, customs, import duties) may be charged by the local authorities. These additional costs are the responsibility of the customer.

 

RETURNS

I’ve received my order but something isn’t right. Can I return it?

You can return your item to us within 14 days of dispatch, as long as it meets our returns policy. Complete the Returns Form and include it with your return. As soon as we receive it we will process your refund. Find more information on our Shipping & Returns page. 

Where's the free returns label?

We’re a small company and currently can't offer free returns, unless you received a faulty or incorrect item.  

 

COLLABORATIONS

I'd like to collaborate with KNOK - who should I get in touch with?

If you're a retailer, brand or company, take a look at our B2B page for more information. If you're an individual, you can get in touch with us at info@knokstore.com.