Frequently asked questions
Quick answers about ordering from Those That Know. For full policy details, follow the links in each section or contact us.
Ordering and payment
Which payment methods do you accept?
We accept major cards, PayPal and the additional payment options shown at checkout. Clearpay and PayPal Pay in 3 are subject to the provider’s eligibility checks and terms; your finance agreement is with that provider rather than TTK.
Do I need an account?
No. You can check out as a guest. An account lets you view your order history, save details and access available order tools.
I did not receive an order confirmation
Check your spam or junk folder and confirm that the email address entered at checkout is correct. If it is still missing, contact us with your name, delivery postcode and approximate order time.
Can I change or cancel an order?
Contact us as soon as possible with your order number and the exact change required. We will help if the order has not already been processed or dispatched, but changes and cancellations cannot be guaranteed.
Shipping and tracking
When will my order be dispatched?
We aim to dispatch within 48 hours or two working days and normally ship three or four times each week. If you need an order urgently, contact us before or immediately after ordering. Faster dispatch cannot be guaranteed.
How much is shipping?
Shipping starts at £6 within the UK, £15 to Europe and £15 to the rest of the world. The final price depends on destination and parcel weight and is shown at checkout.
How long does delivery take?
After dispatch, the estimate is 2–3 working days within the UK, 3–5 working days to Europe and 6–7 working days elsewhere. These are estimates rather than guarantees. See the Shipping page for details.
Can I track my order?
Yes. We email tracking after dispatch. Check your spam folder if it is missing. If tracking has stopped or the parcel is late, contact us with your order number and delivery postcode.
International orders
Are duties and taxes included?
Applicable duties and taxes are included for orders sent to the EU and United States. For other destinations outside the UK, local customs duties, taxes or handling charges may apply and are the customer’s responsibility. Read our EU and US customs information.
Returns and exchanges
How long do I have to start a return?
Tell us within 14 days of receiving the order. Once you have notified us, send it back promptly and follow the instructions we provide. Items must meet the conditions in our Returns, refunds and exchanges policy.
What can I exchange an item for?
You can request any available product. We can reserve it once the exchange is approved. If it costs more, we collect the difference before dispatch; if it costs less, we can refund the difference or issue store credit.
Who pays exchange postage?
For one approved exchange per order, worldwide, you pay to send the original item back and TTK pays standard postage for the replacement. Further exchanges may incur delivery charges.
Can I return sale or discounted items?
Change-of-mind returns for sale items or items bought with a discount code receive store credit. Statutory monetary-refund rights still apply where relevant.
Which items are excluded?
Socks, books and magazines are excluded from change-of-mind returns. This does not affect your rights if an item is faulty, damaged, misdescribed or supplied incorrectly.
When will I receive my refund?
We process an approved refund within a maximum of five working days after the return arrives. Your bank or payment provider may take additional time to display it. For an eligible cancellation, we also refund the least expensive standard outbound delivery charge.
Problems with an order
My item is faulty, damaged, missing or incorrect
Please report the problem within 14 days so we can resolve it quickly. Send your order number and clear photographs of the item, labels and packaging, and keep everything until we confirm the next step. This reporting request does not limit your statutory rights.
Stock, waitlists and pre-orders
Will a sold-out product be restocked?
If a restock is possible, the product page normally displays a waitlist form. Joining the waitlist registers your interest and sends an email if stock returns; it does not reserve an item or guarantee a restock.
How do pre-orders work?
The product page gives the available payment option and estimated arrival. Some pre-orders are paid in full; others use a deposit, typically around 30%, followed by the balance when the item is ready to ship.
Arrival dates are estimates supplied by the manufacturer and are not guaranteed. If there is a significant delay, you may cancel for a refund. A pre-order can otherwise be cancelled for a refund until the final-balance request is issued.
When a deposit has been used, we email the final-balance request when the item is ready. Payment is due within seven days. If you simply do not pay by the deadline, the order is cancelled and the deposit is not refunded. Contact us before the deadline if you want to cancel or need help.
What happens if my order mixes pre-order and in-stock items?
We normally hold the in-stock items and send the whole order when the pre-order is ready. Place two separate orders if you want the available items dispatched immediately.
Sizing and product care
Sizing varies by brand, especially for Japanese and vintage-inspired clothing. Use the measurements and fit notes on the individual product page rather than relying only on the tagged size. Follow the care label and product-page care instructions. Contact us with the product name and your measurements if you need help comparing sizes.
About TTK
Those That Know is an independent online retailer based in North East England. We work with a focused selection of independent producers, including many Japanese brands. Explore our brands, read more about TTK, or see expected releases on the Coming Soon page.