FAQS

My Sognoknots.com Account

How can I register and place an order?

If you would like to Login/Register, please click here. You can also check out as a Guest or create an account on the checkout page.

I am a registered customer but I am not able to log in.

Due to an upgrade of our system, for security reasons you might be asked to change your password to access your profile and/or create a new account.

Your purchase history will be no longer available, but you can contact our Customer Care for further assistance.

I am a registered customer but I can't remember my data.

Please contact our Customer Care if you need assistance accessing your account.

I've already placed an order without registering but I would like to register now.

You are welcome to register with us at any time but any orders placed prior to registration will not be included in your order history.

What are the benefits of registering on Sognoknots.com?

Creating a Sognoknots.com account allows you to:

Save and manage your Wishlist
Save and sync the contents of your shopping bag across all devices
Store shipping and billing addresses to expedite your checkout
Save your payments methods
Easily access your current order details and history
Receive notification regarding New Collection, Special Products and Seasonal Sales

Payments

What payment methods are accepted?

VISA, Mastercard, American Express, Discover, ApplePay, and Paypal

Your billing address must match the information associated with your payment method. Please contact your financial institution for assistance if your payment is declined.

I've already paid for the order but it hasn't been shipped yet.

Standard orders and pre-orders are debited at the time of order placement.

I've cancelled the order but I haven't received my credit.

Orders that have been cancelled prior to shipping will be refunded within 24-48 hours.

Orders

Is it possible to order by phone or by e-mail?

If you would like to place your order by phone or simply need support with your online purchase, please contact our Customer Care 1-312-933-7574 for assistance. We are available Monday - Friday from 9am ET to 9pm ET, excluding holidays.

Can I place an order as a gift for someone?

Yes, it is possible to order as a gift for someone else and include a personalized message. The recipient of your gift will not receive the invoice.

I am interested in an item that is out of stock. Will it arrive in the future?

Please contact Customer Care at 1-312-933-7574 if you need assistance for product availability. We are available Monday - Friday from 9am ET to 9pm ET, excluding holidays.

Can I exchange a product?

We are unable to process exchanges at this time. You may return for a full refund and place a new order. Shipment charges, if applied to your order, will not be refunded.

I'd like to cancel/modify my order.

Please contact our Customer Service for any cancellation/modification requests as soon as possible. We will do our best to accommodate any modifications to orders where possible, however, we are unable to fulfil your request if the order has already been processed and packed.

Can I place an order in the name of my company?

No, we do not issue invoices to companies as the orders are for final customers only. You may use your company address for delivery.

Is it possible to get a tax refund for online purchases?

No, we do not offer tax refunds for online purchases.

Shipments

Which countries do you ship to?

At this time, Sogno Knots delivers within the continental United States, Hawaii and Alaska. Sogno Knots also delivers internationally. In addition, we do not ship to P.O. box, APO/FPO, or Freight Forwarder addresses is given as the delivery address.

Which courier will deliver my order?

Orders will be shipped using UPS delivery service.

What are your shipping times and costs?

Standard shipping is free and typically takes 3-5 days from time of shipment.
Express shipping is $20 and usually takes 1-2 days from time of shipment.

Delivery dates are estimates only and you will receive an email confirmation when the order leaves our facilities.
All orders are processed and delivered Monday to Friday, excluding holidays.
All fragrance orders must be shipped via Standard delivery only.

How can I track my order/shipment?

Once your order has shipped, you will receive an email with tracking information. You can also track your order here by entering your order number and your e-mail address. If you are a registered customer you may also track your shipment by logging into your account.

I'd like to change the shipment address on my order.

We will try our best to accommodate your request if your order has not already been packed. If you would like to make changes to your order, please contact our Customer Care. Both billing and shipping address should however be in the same country.
If you choose PayPal as payment method, the shipping address of your order must be the one of your Paypal account and cannot be modified.

Will I be charged sales tax?

Orders placed on Sognoknots.com are subject to applicable state, local, and county sales tax. Your order confirmation will reflect an estimated sales tax and order total based on the shipping zip code entered when your order was placed.

Returns and Refunds

How much time do I have to return a product?

You may return full-priced items within 30 days from the receipt date of your order. Sale items must be returned within 10 days of the receipt date.
All items must be in original condition with original tags attached.
EXCEPTIONS: Made-to-order products and fragrances are not returnable.
All items must match those identified in the return request.
Please contact our Customer Care for further assistance.

How can I return a product?

Follow the instructions online to begin the Returns process in the Track Your Orders section.
Make sure the merchandise you return is in its original condition, tags and packaging included. Opened fragrances are final sales and cannot be returned.

Once your package reaches our warehouse, you will receive a confirmation email. When your return has been accepted, your refund will be issued, and you will receive a second confirmation e-mail. Please allow a maximum of 14 business days for your return to be reimbursed. If your return does not meet the conditions listed above, we will not be able to reimburse your order and the package may be sent back to you.

For any order placed in one of our boutiques or if you need any additional assistance please contact our Customer Care.

For further information on the conditions for exercising your right to return, please see our Terms & Conditions.

How long does it take for my refund to be issued?

Returns received by the warehouse will be processed within 14 business days. Refunds will be credited back to the original form of payment. Refunds are dependent on the payment provider and may take longer.

Are delivery fees refundable?

Any shipping charges incurred at the time of purchase are non-refundable.

I received a gift and would like to exchange or return it for credit.

Please contact Customer Service at 1-312-933-7574 for further assistance.