f.a.q's | frequently asked questions 

- care 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.

how do I care for my cotton cover-up?
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 dry flat in the shade.

- 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 contact us by email at enquiries@birdandknoll.com.


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?
at bird and knoll all our products are extremely special and because of this we believe that small production 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 and 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.
 
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 in december for a mid-february delivery and in june for an early august 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.
 
what is afterpay?
afterpay is a fully integrated payment system available to australian residents 18 years and over who have a debit or credit card. simply register with the payment system to be able to pay for your item in four equal monthly instalments. there is no extra charge to you and your receive your item upfront. how easy is that?
 
how secure is my credit card and personal information?
your security while shopping with bird and 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. 

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 enquiries@birdandknoll.com if you have any queries or concerns and we will assist you.

- shipping 

what does postage cost?

at bird and knoll we are delighted to tell you this costs nothing! we offer free worldwide shipping and 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 you require express shipping, 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 enquiries@birdandknoll.com

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 grey tissue paper inside our bespoke luxury bird and knoll white cardboard envelope packaging, then protected inside a waterproof postage bag. you will also find a postcard inside your package with an image matching the destination on your purchase including photographic details of how the image was captured and a small note from us on the back. we hope you enjoy this.

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 - signature grey tissue paper and the bespoke white cardboard envelope, along with the corresponding postcard featuring the image of your purchase. 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?
it is important to be aware that custom policies vary from country to country. with this in mind you may be subject to overseas custom duties and/or other taxes. if such costs do occur, they are payable by the recipient. 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 and knoll we use new zealand courier post for all local shipments within new zealand and australia post - pack and track for all local shipments within australia, and for all our international orders.


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 enquiries@birdandknoll.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).
 
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 note our free shipping deadlines are wednesday 17 december for domestic shipping within australia and new zealand and wednesday 10 december for international shipping.

if there is a problem with my order who shall I contact?
if there is any problem with your order please contact us at enquiries@birdandknoll.com . we also welcome your feedback as we strive to improve and make things better for our customers.

- returns and exchanges 

can I exchange my purchase?

of course! if you are not completely satisfied with your choice … please feel free to email us at enquiries@birdandknoll.com within 7 days of purchase and let us know. we are always very happy to help you in choosing another item for exchange.  
 
how do I return goods for an exchange?
if you wish to return a purchase for exchange please email enquiries@birdandknoll.com. items can only be exchanged for an alternate size or colour of the original style purchased. 
should you wish to exchange the item for an alternative size or colour please advise us when you email enquiries@birdandknoll.com. 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.
should stock no longer be available for exchange, we will refund you by crediting your account via your original method of payment, excluding delivery costs.

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 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.

how do I return goods for a refund?
if you wish to return a purchase for refund please email enquiries@birdandknoll.com. all returns must be pre-orthorised by email before sending your purchase back. in the email please forward / attach a copy of your purchase receipt and indicate the reason for your return. you will then be contacted by bird and knoll and receive a pre-authorisation. following this you may return the item to the bird and knoll head office. a refund will be made to you by crediting your account via your original method of payment, excluding delivery costs.

what should I do if I receive a damaged or incorrect item?
we pride ourselves in our high quality control at bird & knoll, however, if you do received an incorrect or defective item, please contact us at enquiries@birdandknoll.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.