FAQ
Q: How to choose the correct size?
A: We developed our own sizing system for outerwear and tops because most of the products have oversized fit. Its advantage is in flexible size range depending only on height. We recommend choosing the size according to:
0 - for height below 165 cm / 5.4 ft
1 - for height 165-180 cm / 5.4-6 ft
2 - for height above 180 cm / 6 ft
We are all different, so we also recommend that you familiarize yourself with linear measurements for each size on the product page. If you are borderline tall, we recommend choosing a smaller size.
For bottoms such as pants, shorts and jeans we have regular sizing system. We recommend to choose your usual size.
Q: When can I expect my in-stock order to arrive?
A: We ship all in-stock orders daily as soon as possible. Please allow 1-2 business days for processing. If you need your order to ship urgently, please email us at info@neverknow.us or chat with us today and we will do our best to accommodate!
Q: My order is not in stock, when should I expect it to arrive?
Our production time is currently 4-5 weeks as all made-to-order pieces are handmade in our studio. Once your order is ready, it will ship with your preferred shipping method.
Q: Can I speed up production for an additional fee?
A: All clients are treated equally. We ask you to respect it and thank you for understanding and being patient. The waiting time will fly by like one day, and the jacket will delight you for many years.
Q: I placed an order online thinking the item was in stock and it is not. What can I do?
A: Please chat with us or send us an email at info@neverknow.us. We would be happy to assist you!
Q: What is your return policy?
A: Unworn merchandise is eligible for exchange or return up to 14 days from the delivery date. Refunds will be issued to the original payment method used to place the order. Refunds will only be issued after the order has been received back to the office and determined to be in new condition. Sale items are final sale and not eligible for return or exchange.
To start a return, you can log in to your customer account and initiate it following the instructions or contact us at info@neverknow.us. For domestic return, we’ll send you a return shipping label from USPS, as well as instructions on how and where to send your package. For international return, customer is responsible for the shipping charges. We strongly advise using a courier with a tracking service.
Items sent back to us without first requesting a return will not be accepted.
We have 10% restocking fee for all returns.
You can always contact us for any return questions at info@neverknow.us.
Q: Are Made-to-order items eligible for exchange or return?
A: All made-to-order pieces are eligible for exchange or return within 14 days of receipt. Please remember that each Made-to-order piece is made especially for you.