FAQ
Orders
How do I place an order?
Select your item and size, then add it to cart and proceed to checkout. Once the order is confirmed, you will receive an order confirmation email.
My cart items disappeared. What happened?
Items in cart are not reserved. If something disappears, it may have sold out or the inventory status changed. If the product page offers a “Notify me” option, you can sign up for updates.
I didn’t receive an order confirmation email. Is my order confirmed?
Please check spam or promotions folders first. If you still cannot find it, email info@neverknow.us and we will confirm your order status.
Can I modify or cancel my order?
Because most pieces are made to order, orders cannot be modified or cancelled once placed and confirmed.
Product and Sizing
What does Never Know specialize in?
Outerwear is the core of our work. Alongside outerwear, we release a small range of essentials such as shirts, knitwear, trousers, and denim. Everything is made in limited quantities with a focus on materials, construction, and long-term wear.
How do I choose my size?
Each product page includes garment measurements taken from the actual piece. Compare them with a similar item you already own. If you are between sizes, choose the larger size for a more relaxed fit. For sizing help, contact info@neverknow.us.
What does “In stock” mean? What does “Made-to-order” mean?
“In stock” means the item is ready to ship. “Made-to-order” means we produce the piece specifically for you. Estimated lead time is listed on each product page.
Shipping and Delivery
Where do you ship from?
We ship from the United States.
When will my order ship?
In-stock items typically ship within 2 to 5 business days. Made-to-order items ship once production is complete. Timing varies by product and current demand.
How long does delivery take?
Delivery time depends on destination and carrier. Most orders arrive within 3 to 7 business days after dispatch.
Do you offer free shipping?
Yes. U.S. standard shipping is complimentary on all orders. International shipping is complimentary from $500 equivalent.
Why did I receive multiple shipments for one order?
If your order contains multiple items, they may ship separately depending on availability and production timelines. You will receive tracking for each shipment.
Where is my order?
When your order ships, you will receive a shipping confirmation email with tracking details. If you need help locating a package, email info@neverknow.us.
Why hasn’t my order shipped yet?
In-stock orders ship within the window above. Made-to-order pieces require production time. During holidays or high-demand periods, dispatch may take longer. If anything changes significantly, we will notify you.
Taxes, Duties, and Fees
Will I be charged duties or taxes at delivery for international orders?
This depends on the shipping option shown at checkout. If duties and taxes are included, you will not be charged additional import fees at delivery. If any fees apply, they will be shown at checkout.
Returns, Exchanges, Repairs
What is your return and exchange policy?
We do not accept returns or exchanges for change of mind. Returns or exchanges are accepted only in the case of a defect, shipping damage, or a fulfillment error. Please contact info@neverknow.us within 7 days of delivery with your order number and photos. Items must be unused and in original condition, including tags, packaging, and accessories. Items sent back without an approved request will not be accepted.
Do you offer exchanges?
We do not offer standard exchanges. If there is an issue covered by our policy, we will resolve it through a replacement or other appropriate solution.
Do you offer a warranty or lifetime repairs?
Yes. We offer a lifetime repair service for customers in the United States. We will repair wear that occurs through normal use. Damage caused by misuse is not covered. To request a repair, contact info@neverknow.us with photos and a short description.
Payment
Which payment methods do you accept?
Available payment methods are shown at checkout and may vary by country. Most customers can use major credit cards and accelerated checkouts such as Shop Pay, Apple Pay, or similar options depending on region.