FAQ

 

Q: Where is NEVER KNOW based?

A: We are based in the United States. All garments are designed, cut, and finished here in small batches.

 

Q: What does the brand specialize in?

A: We focus on artisanal clothing made with carefully sourced fabrics, including limited-run textiles from Japan and small family mills. Each piece is produced in small quantities with an emphasis on longevity, comfort, and craftsmanship.

 

Q: How do I choose my size?

A: Every product page includes detailed measurements taken from the actual garment. Compare these with a similar piece you already own for the most accurate fit. If you are between sizes, choose the larger one for a more relaxed look.

 

Q: What does “In Stock” vs “Made to Order” mean?

A: “In Stock” — the garment is ready to ship. “Made to Order” — we cut and sew your piece specifically for you. These items require extra time to produce; the estimated production/shipping time is noted on each product page.

 

Q: What is your Shipping & Delivery conditions?

A: In-stock items typically ship within 2–5 business days. Made-to-order pieces ship once completed (time may vary per product). Delivery times depend on destination, but most orders arrive within 3–7 business days after shipping. During major holidays or high-demand periods there may be delays in dispatch even for “in stock” items — we appreciate your patience and will notify you if that happens.

 

Q: What about Taxes, Duties, and Fees for order outside the US?

A: Final prices already include all taxes, import duties, and handling fees for any destination. You will not be charged extra at delivery.

 

Q: What is your Return / Exchange Policy?

A: As a small artisanal brand — not a mass-market label — we keep our run sizes limited and often work production-to-order. For that reason:

  • We do not accept returns or exchanges based on buyer’s change of mind.

  • We accept returns or exchanges only in case of a defect, damage in transit, or an error on our part (wrong item shipped).

  • To request a return or exchange under those conditions, you must contact us within 7 days of delivery.

  • The item must be unused, with all original tags, accessories, and packaging intact.

 

Q: Do you have a Warranty & Repair / Lifetime Guarantee?

A: All of our garments come with a lifetime repair guarantee. If you experience wear or damage over time (outside of misuse), we’ll repair the piece to extend its life — because we believe in longevity over fast fashion.

Our mission is to create garments that are built to last, crafted with care, and produced ethically. By limiting returns and offering repairs instead, we encourage mindful purchases and reduce waste — just like many craft-driven brands.