Placing An Order
how to order
let us walk you through how to place an order on the bird & knoll website.simply click on the ‘shop' tab, click on the item(s) you wish to purchase, and click 'add to cart'. you can then click the back arrow or click again on shop to go back and continue shopping or click ‘checkout' to complete your online order. You can view what is in your cart at any time by clicking on the cart icon in the top right hand corner of the screen. to proceed with your order now you will need your credit card details and your delivery and billing address at hand - once these details have been entered this will finalise your order. payment options available include visa, master card, paypal and after pay.
how can i be sure that my order has been processed?
once an order has been placed, you will receive an 'order confirmation' email with information about your purchase. if you do not receive an order confirmation email within 24 hours, please check your junk mail or contact us by email at firstname.lastname@example.org.
how can i track my order?
after your online order has been processed and shipped, you will receive an email providing the tracking number as well as information on how to track your package. feel free to contact us at email@example.com if you have any queries or concerns and we will assist you.
am i able to change my order?
absolutely! you may edit your shopping cart at any stage during your online shopping experience by simply removing the item from your ‘cart’. to do this click on the ‘delete’ x. once your order has been finalised however, it is not possible for you to change or cancel your order prior to despatch. the order will be automatically sent to the delivery address and then if necessary, you will need to arrange with the bird and knoll head office the next steps. please refer to our ‘returns' policy in our ‘terms & conditions' if you require any further information.
how do i apply a discount code?
this is a very popular question. when you have clicked through to the ‘checkout’ and added in all your details, including your email and billing address, click on ‘continue to next step’. here you will see ‘discounts’. enter the discount code into the box provided and click on ‘apply'. your discount has now been processed and the discounted total will be visible in green.
what can i do if an item i want is sold out online?
limited runs of each design best suits our boutique and luxury nature. unfortunately due to this some items do sell out quickly. if this is the case please email us and we will try and point you in the direction of one of our bird and knoll stockists who may have this product in-store. alternatively you can enquire with our stockists yourself - a list of all our wonderful bird & knoll stockists can be found on the ‘stockist’ page in the 'about' section.
to avoid missing out on a product that you really like you can also utilise the pre-order facility we have set up and secure your product before we or our stockists take delivery. simply do this in the same way you would purchase a product from our website. when it arrives in stock we will send it out to you asap. note bird & knoll offer free shipping worldwide for orders over $200.
how does pre-order work?
the pre-order facility allows you to secure a limited edition bird & knoll product before it is available in-store. to do this you go through the normal 'order' process on the bird & knoll website, you are required to pay the total amount due at time of pre-order. we will notify you by email when the stock arrives into the country and your pre-order purchase will be sent to you straight away.
if i pre-order how long is it until my purchase will be available?
pre-order becomes available on the bird & knoll website approximately 2 weeks to 10 days prior to delivery. we will notify you by email when the stock arrives into the country. you will receive notification via email that your pre-order purchase has arrived and will be sent to you straight away.
what are my payment options?
we accept payment via paypal, visa, master card and afterpay (australia, nz and us only)and klarna (australia only)
how secure is my credit card and personal information?
your security while shopping with bird & knoll is extremely important to us! we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times. all pages that require you to enter your personal information or payment details on our website are secure, using 128 bit SSL encryption. to ensure that the page you are viewing is secure, look for a padlock icon in your browser - this verifies the authenticity and validity of our website security.
what does postage cost?
we offer free standard global shipping on all orders over $150 and free express shipping on orders over $300. we do our very best to get your order to you as quickly as possible so that you can start enjoying your beautiful product, however should your order not qualify for express shipping and you require an express option, we do offer this at an additional cost. simply select this as an option at checkout.
which countries do you ship to?
bird and knoll ship worldwide! if you are off the beaten track and want to ensure we can deliver to your area, don’t hesitate to email us at firstname.lastname@example.org
can i ship my order to a po box?
no unfortunately we can not. all orders can only be shipped to a physical residential or commercial address.
what packaging does my order come in?
all orders come delicately wrapped in our signature bird & knoll tissue paper and placed inside our bespoke bird and knoll eco-friendly tote bag.
my purchase is for a gift, can i request gift wrapping?
each product purchased from bird & knoll is lovingly packaged free of charge in our beautiful packaging – wrapped in our signature tissue paper and placed in our bespoke eco-friendly tote bag. if you would like for us to include a customised gift note we are happy to do so. please let us know during checkout by writing your message in the ’special instructions’ box which comes up after entering your payment details.
will i need to pay taxes and duties on my order?
please note that we send all of our international shipments d.a.p. (delivered at place) from our warehouse in sydney, australia. this means that you, the customer, are responsible for the payment of any associated duties and taxes. these duties and taxes will not be reimbursed by bird & knoll. it is important to be aware that custom policies vary from country to country. to minimise any surprises please be sure to check with your local customs office for further information prior to finalising your purchase.
which courier company do you use?
at bird & knoll we use australia post for all standard and express shipments within australia, for all standard international orders we use australia post and for international express shipping we use dhl express.
do i have to be home for my package to be delivered?
if you are not home at the time of delivery and your package is too large to leave in your postbox, your postal service will leave notification of attempted delivery. this will be logged and will be noted on the australia post tracking page. you are able to use your tracking number to access updated information on delivery of your parcel. we are always here to help – if you have any concerns or queries, please email us at email@example.com
how long will it take for my order to arrive?
for all domestic deliveries you can expect to receive your order within 3-7 working days (from time of order) depending on where you are located in new zealand or australia. for all international orders you should receive your order within 10-14 days (from time of order). for express domestic deliveries within australia, you should receive your order within 1-2 days for metro areas or 2-3 days for regional areas. international express deliveries are usually delivered within 5 – 7 days.
how long will it take for my order to arrive around the christmas period?
we continue to offer free global shipping over the holiday season, and to ensure you get a guaranteed christmas delivery please read our christmas cut off dates.
HOLIDAY SHIPPING DEADLINES CHRISTMAS 2023
So that we can do our best to accommodate delivery of your order prior to 24th December please place your order before these deadlines.
- WITHIN AUSTRALIA: standard shipping - order by 11am aest, 18th December 2023. express shipping – order by 11am aest, 20 December 2023
- INTERNATIONAL: standard shipping - order by 11am aest, 8th December 2023. express shipping – order by 11am aest, 15 December 2023
please note that any orders made during christmas/new year period may be delayed due to the demand of postal services around the globe.
if there is a problem with my order who shall i contact?
if there is any problem with your order please contact us at firstname.lastname@example.org . we also welcome your feedback as we strive to improve and make things better for our customers.
Do you offer same day delivery?
we have partnered with rendr to offer NSW customers same day delivery.
- same day delivery is available for customers based in sydney. price is subject to your postcode and is calculated at checkout. order by 11am monday-friday for delivery on the same day.
- 3 hour delivery is available for all customers based in sydney. price is subject to your postcode and is calculated at checkout. order by 11am monday-friday for delivery within 3 hours.
Returns & Exchanges
can i exchange my archive sale purchase?
please note that all sales in our archive sample sale are final and items are non-refundable and not eligible for exchange or returns.
can i exchange my purchase?
of course! if you are not completely satisfied with your choice … please feel free to email us at email@example.com within 7 days from receipt of purchase and let us know. we are always very happy to help you in choosing another item for exchange. a limit of one exchange per order and note that archive sale items are final sale and not eligible for return, refund or exchange
how do i return goods for an exchange?
if you wish to return a purchase for exchange please submit your returns request through our returns portal which can be found at the bottom of our home page or email firstname.lastname@example.org should you wish to exchange the item for an alternative size or colour please advise us when submitting the returns request. you will simply need to send back the item/s for exchange. once the goods are received, we will contact you to continue with the process.
please note all postage costs will be covered by you, the customer. if you are returning your goods from the united states we will provide you with a u.s postal address to return to when you email email@example.com.
can i get a refund?
yes! we do offer a full refund on any full-priced items purchased - they must be returned in perfect condition (unworn, unwashed, and undamaged with original tags still attached) and request of refund must be received within 7 days of receipt of order. proof of purchase is required for all returns and shipping costs are covered by you the customer. unfortunately we are unable to refund the initial postage costs on all domestic or international orders. we do not refund on sale items however we do offer exchange or credit note.
how do i return goods for a refund?
if you wish to return a purchase for refund please submit a returns request through our returns portal located at the bottom of our home page or email firstname.lastname@example.org if you need further assistance. all returns must be pre-authorised before sending your purchase back. once your return is received in good order, a refund will be made to you by crediting your account via your original method of payment, excluding delivery costs.
receiving your refund instantly
we offer the opportunity for you to receive your refund instantly. after filling out your details in the return portal visit www.refundid.com with your order number to be paid your refund instantly. this service is only available to australia customers for items eligible for returns.
what should i do if i receive a damaged or incorrect item?
we pride ourselves on our high quality control at bird & knoll, however, if you do receive an incorrect or defective item, please contact us at email@example.com within 7 days of receipt. please supply a contact number within your email and explain the issue. we will advise you of next steps once we receive your email.
how do i care for my resort wear?
it’s easy! our versatile products are designed to fit into your stylish and busy life and to travel easily with you. cold hand wash with like colours. do not bleach or tumble dry and simply hang on a coat hanger to dry or dry flat in the shade. please refer to the product page and garment care label for any additional instructions.
what is modal?
modal is a natural man-made fibre from the cellulose (bark fibres) of the beech tree. modal is from the rayon family and is often referred to as a ’super fibre’ as it possesses many great qualities ... it is luxuriously soft, has an amazing handle and drape, is a fantastic fabric to print on as it is highly absorbent and holds dye well, it does not pill, it does not fade or shrink, it maintains anti-crease properties and the yarn has the character of high strength making it a extremely durable fabric that is easy to care for.
how do i care for my cashmere blend scarf?
our cashmere scarves are digitally printed and made from the finest quality cashmere and modal fabric. the delicate nature of the fabric means it can be prone to snags and pulls. care should be taken when wearing with jewellery, zips, or near metal and sharp objects. we recommend you dry clean your scarf if it needs a wash, however if it is not soiled airing it on a line, out of sunlight will refresh it and eliminate creases.
can i hand wash my cashmere blend scarf?
we have with no issues - however we recommend you dry clean your scarf as during the washing process there may be some dye run. if you choose to hand wash your scarf ensure you do so in cold water using a mild bleach free detergent using a swirling like motion in the water for no longer than one minute. squeeze the scarf together gently in a ball to remove excess water, do not wring and hang on a line from two corners or dry flat in shade
how do i care for my silk scarf?
we do recommend you only dry clean your silk scarf to ensure the quality is maintained. you may use a low heat iron on reverse side or place a cotton cloth over your scarf and iron over this to eliminate creases and freshen up, or just lay flat in the shade on a clothes rack.