Customer Care

We´re here to help make sure you have everything you need in time for your wedding day. Please contact us by:

 

Phone

(800) 390-9784
Mon-Thurs: 5am to 7pm PT
Fri: 5am to 6pm PT
Sat-Sun: 7am to 3pm PT

 

Online Form

Try our online
customer service form

 
 

Satisfaction Guaranteed

If you're not 100% satisfied with your order, please let us know and we will do what we can to make it right.

 

Q: What is the status of my order?
A: You can check the status of your order 24 hours a day by visiting our Order Tracking page here:
http://weddingshop.theknot.com/ordertracking/ordertracking.aspx

Q: Can I add something to the order I just placed?
A: Yes! You can add items up to 24 hours after you have placed your order. Please contact our Customer Service team at customerservice@theknot.com or 1.800.390.9784.

Q: Can I remove something from the order I just placed?
A: Yes! You can remove items up to 24 hours after you have placed your order. Please contact our Customer Service team at customerservice@theknot.com or 1.800.390.9784.

Q: Oh no! I just realized I made a typo on my order, can I change it?
A: Yes! You can make changes to the personalization on your order up to 24 hours after you have placed your order. Please contact our Customer Service team at customerservice@theknot.com or 1.800.390.9784.

Q: How do I cancel my order?
A: You can cancel your order up to 24 hours after placing it. Please contact our Customer Service team at customerservice@theknot.com or 1.800.390.9784. It is always best to call, but if you reach us after hours, send an email.

Q: How long does it take to have items personalized?
A: Processing times can vary from one item to the next. Take a peek at the processing time for each item by clicking the “Processing Time” tab just below the item description.
Reminder… Processing time does not include shipping time. Please be sure to add 5-7 business days for ground ship methods. You can always upgrade your shipping time before you check out.

Q: Can you send me a catalog or flyer?
A: The Knot Wedding Shop is currently available online only. While we have neither a paper catalog nor a physical store location, you can browse our full array of products and accessories on our website 24 hours a day, 7 days a week. Please visit us anytime at theknot.com/shop. Sign up for discounts and product announcement emails at theknot.com/email.

Q: How is chocolate shipped?
A: All chocolate favors ship in insulated packages year-round; ice packs are added during summer months. Between May 1 and September 30, all chocolate favors must ship UPS 2 Day Air or Overnight once the order has been processed (processing takes 3-5 business days before shipping). Please select express shipping at checkout. If you are ordering other items, we encourage you to place them on a separate order to reduce your shipping fees.

PLEASE NOTE: We strongly urge you to select express shipping for chocolate favors at any time of year to ensure delivery within one business week. Chocolate favors that sit in delivery trucks for several days or over a weekend may melt – don't take the risk! We expressly disclaim any and all responsibility for melted chocolate if express shipping methods are not selected any time of year.

Q: How do I return my purchase?
A: If you are not 100% satisfied with your purchase, you can return most item(s) for a full refund within 45 days of receiving your order. All items to be returned must be in resalable condition, unless of course the return is due to an error on our part.

Simply visit your closest USPS location and follow the product return or exchange instructions found in your emailed invoice. Here is a printable version of the Return & Exchange Form. Shipping for exchanges (both ways) is the customer’s responsibility.

Items that are not eligible for return:
• Personalized Items
• Food & Beverages
• Wedding Cameras & Film
• Swimwear & Underwear

Q: A couple of items are missing from my package. What should I do?
A: Sorry about that! Some of our items ship separately, but you should contact our Customer Service team to be sure they’re on their way! customerservice@theknot.com or 1.800.390.9784.

Q: I’m having a difficult time getting the promo code I have to work. Help!
A: Some of our items don’t qualify for our promo codes, so if you’re not sure, give us a call! 1.800.390.9784

Q: Can I return clearance or discontinued items?
A: When items are put on clearance or discontinued status, this is their last hoorah. We are not able to accept returns or guarantee replacements of these products as we may be out of stock or unable to sell the product if it is returned. Be sure to ask a CS Rep about your items before you order if you feel this might be an issue for you.

Q: My item(s) arrived broken. What should I do?
A: Sorry about that! Sometimes things shift during transit, and it’s possible our more fragile items may break. Please contact our Customer Service team at customerservice@theknot.com or 1.800.390.9784, and we’ll send you a replacement.

Q: How long does it take to get a refund?
A: Once your return is received back to our fulfillment center, it will be inspected and a refund will be issued to your form of payment within 3-5 business days.

Q: Where do you ship?
A: We ship anywhere in the United States (including Hawaii and Alaska) or Puerto Rico. HI, AK, PR will require 2 day shipping methods. At this time we are not able to ship to Canada or other countries. We can ship to a third party – give us a call to talk about international shipping options.

Q: Who do you ship product with?
A: Our two shipping partners are USPS and UPS. If you select Ground or 3-day shipping at checkout, we’ll select either UPS or USPS, whichever is more affordable for you based on what you have ordered.

Q: How long will it take to get my order?
A: After your order processes through our warehouse (see the item description for timing), ground shipping is going to take 5-7 business days. You have the option to upgrade your shipping to a 3 day, 2 day or overnight shipment method. Pricing is given during checkout for each.

Q: How is the cost of shipping calculated?
A: Our freight cost is calculated based on weight & distance. You will be given cost choices during the checkout process.

Q: Is the item I want going to go on sale soon?
A: Unfortunately, we don’t know when each item will go on sale. The best way to make sure you know about our sales as soon as they are announced is to sign up for our emails when joining theknot.com as a member or check out our clearance page here.

Did you just place an order and now it is on sale? If your item goes on sale within 3 days of your order, we will honor the sale price. Give us a call at 1.800.390.9784 or email us at customerservice@theknot.com and we will make that adjustment with you.

Q: When will I be charged for my order?
A: Your card will be charged in full the day your order ships. When you place the order you will see an authorization hold that will only stay for 2-5 days, depending on your banks policies.

Q: I think I was charged twice for my order. How can I get a refund?
A: You are probably seeing the authorization and final sale on your transaction history on your card. We authorize your form of payment for the full amount of your purchase to make sure there are funds available. It’s just a verification hold, and most financial institutions return the money to your account within 3-5 business days. You’re welcome to call our Customer Service team and ask them to look into the authorization for you! 1.800.390.9784

Q: Do you charge sales tax?
A: We do charge sales tax in the following states: CA, TX, NY, NC, HI, NE, IL. Tax rates are determined by the zip code we are shipping your products to when they are ordered.

Kentucky: See important Kentucky sales and use tax information regarding tax you may owe directly to the Commonwealth of Kentucky

 

Q: The items I bought yesterday are now on sale. Can I get the new pricing?
A: Yes! We’re happy to match the pricing of any sale on our site within 3 days of you placing your order. Just contact our customer service team at
customerservice@theknot.com or 1.800.390.9784.

Q: Do you accept international credit cards?
A: Currently, we do not accept international credit cards. But you do have the option to purchase using PayPal or Amazon Payments.

**However, you can purchase with a domestic card, have your product sent to someone in the US and they can forward the product to you. We want to make sure you have just what you need!

Q: Do you ship to PO Boxes or APOs?
A: We’re sorry, but no. We are not able to ship to PO or APO boxes or to Canadian addresses.

Q: Oops! I think I just placed a duplicate order – please help!
A: If at any point after you enter your credit card information you feel you have duplicated your order, of if your system freezes, give us a quick call and we can make sure we have your order just 1 time. 1.800.390.9784

Q: How do I unsubscribe from your email list?
A: Please be advised you do have the option to update your account preferences when logged into your account under the “my account” portion of your account.

Q: My email address has changed, how can I change it on my profile?
A: Our membership team can help you with that – just send them an email at feedback@theknot.com with your current information as well as your new email address!

ACCURACY OF INFORMATION
While it is our practice to confirm orders by email, the receipt of an email confirmation does not constitute our acceptance of an order or our confirmation of an offer to sell a product or service. We reserve the right, without prior notice, to limit the order quantity on any product or service and/or to refuse service to any customer. We also may require verification of information prior to the acceptance and/or shipment of any order.

Bridalicious ® Boot Camp Policy
The following return policy is only for Bridalicious® Boot Camp by The Knot and all Bridalicious® branded products and kits: Bridalicious® Boot Camp by The Knot DVD may be returned within 30 days of purchase. Unless defective, all other Bridalicious® branded products, including clothing or equipment, are nonreturnable. If you have received the Bridalicious® Boot Camp by The Knot DVD as part of a larger kit that you purchased and chose to return it, you will be refunded only $59 and you will not receive any credit back for the remaining kit products.