FAQs

GENERAL INFORMATION

Contact us

Hopefully, your questions will be answered in our FAQ page. If not, you can contact us via our support team email: support@knnected.com.au . Our friendly team is always willing to help and aims to provide the highest level of service. 

Restocks

Restocks are subject to frequent changes. To be the first to find out restock dates, sign up for a notification on the product page and keep a close eye on our social media.

Custom Orders

Please allow up to 4 week delivery for your custom order. This is because your product is made to order and subject to specific testing and quality control. You will receive email updates throughout the production and shipping process, so you know exactly where your order is!

We recommend selecting the cheapest shipping option for custom orders as even if next day delivery is selected the 6 week delivery period will still apply. We are unable to refund you in this situation.

Can I cancel my order?

Please email us at support@knnected.com with the subject “Order Cancellation”. We will try our best efforts to make this attempt. Unfortunately orders that have already been fulfilled and shipped cannot be cancelled. For more information please review our returns and exchanges policy on our website.

 How can I change an item on my order?

Unfortunately we cannot make changes to an order already processed. However, if the order has not been shipped we can offer to cancel and refund the order, so you are able to place a new order with the correct items. Please contact us at support@knnected.com and select “Item Change”. We will try our best efforts to make this attempt. For more information please review our returns and exchanges policy on our website


PRODUCT INFORMATION

What Materials do you use?

We use the highest quality PVD plating process available. This process allows our gold plated jewellery to last longer than any typical gold plating you may be used to. We are constantly working to improve processes to ensure our products are the longest lasting on the market.

Base metals include:

- Stainless Steel

- Brass

- Sterling Silver

 

How Can I Protect My Pieces?

Plated Accessories (i.e. Gold, Black or Gasoline option):

  • Avoid getting wet to help plating last as long as possible.
  • Avoid showering or washing your hands with your jewelry on. The chemicals in soap can be corrosive to the plating.
  • Avoid grinding on hard surfaces as this will scratch the plating.
  • Clean with microfibre cloth or 100% cotton fabric.

Unplated Accessories (i.e. Stainless Steel option):

  • Will not rust, tarnish or discolour if you get it wet, so there is no need to take it off when showering or washing your hands.
  • Avoid grinding on hard surfaces as this will scratch the steel.
  • Clean with microfibre cloth or 100% cotton fabric.

 

Do pendants come with chains?

Yes, you can chose from either the 4mm Cuban Chain or  2.5mm Franco chain.

 

SIZING

We offer a variety of sizes. All sizing lengths available to that specific chain are displayed in each product description. 

For custom sizing and products please contact our support team support@knnected.com

 

RETURNS & REFUNDS

How do I Return or exchange my item?

To start a return, please contact us at support@knnected.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please send your item back to us at the following address within 14 days of receiving your order: 
50 Price Ave
Mt Waverley vic 3149
Australia 
Make sure to include your original packing slip in your return, as should we receive an item without a name or packing slip we are unable to identify it and therefore it will not be processed.
Please see our Refunds page below for further information

I have received my refund?

Due to the current COVID-19 climate and for the protection of our warehouse staff, items received will sit in a quarantine location for 24 hours. This will lead to delays in processing returns and refunds. 

Depending on the service & country you're returning your item(s) with, it can usually take up to 15 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.
Our returns team will be in touch by email once the return has been processed to confirm your refund.

 

DELIVERY

How do I track my order?

You should receive your tracking number in your shipping confirmation email. If you did not receive a shipping confirmation email, or the tracking number is missing, please reach out to our support team at support@knnected.com.au referencing your order number.

When will I receive my order?

Please refer to our Shipping page for lead times to specific countries.

Custom products can take up to 4 weeks to arrive as they are made to order. We recommend selecting the cheaper shipping option so your not out of pocket!

When Will I receive my tracking number?

For non-custom KNNECTED pieces,  you should receive your tracking number via email within 24 hours of placing your order. For custom pieces, please allow 5-7 working days.