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FAQs

We hope this page answers most questions you might have about Those That Know, our brands and ordering with us. If you have a question that isn’t answered on this page, you can contact us here.

Contents

Use the links below to jump to the questions relevant to you:

Ordering with us

What payment methods do you accept?

We accept all major cards via Stripe (Visa, Mastercard, AMEX) and PayPal. You can checkout with PayPal even if you don’t have a PayPal account and use any of the supported payment methods they offer.

Do you offer a pay later/pay in instalments facility?

Yes, we offer ClearPay, which allows you to pay for your order in three instalments. Select ClearPay at checkout to be taken through their setup process. PayPal also off a Pay in 3 facility which allows you to spread payment over up to 3 months. When using ClearPay or PayPal Pay in 3, your finance agreement is with the respective provider and not with us.

Do I need to sign up for an account to place an order?

No, you can check out as a guest. However, creating an account allows you to track your orders, save your details for future purchases, and view your order history.

I didn’t receive a confirmation email after I placed my order – what should I do?

Please check your spam or junk folder first. If you still can’t find it, contact us at [email protected], and we’ll confirm your order for you.

Can I cancel an order after placing it?

If you need to cancel an order, please get in touch with us as soon as possible at [email protected]. If your order hasn’t been dispatched, we’ll do our best to cancel it for you.

The item I am interested in is out of stock. Will you get a restock?

Some items we offer are regularly restocked. If it’s possible that we’re able to restock an item, you’ll see a “Join the waitlist” button. Sign up with your email address and as soon as the item is back in stock you’ll automatically be sent an email.

How do pre-orders work?

Some items we offer are made to order so we offer a pre-order service. When making a pre-order you have the option of paying a deposit (typically around 30%) and the balance when the item is ready for shipping, or you can pay the full cost upfront.

Is it safe to shop with you?

Absolutely. All personal data is handled securely by both us and our payment providers. As all websites should be, our website is protected by a SSL certificate which securely encrypts data transferred between you and us. If you’re a bit of a nerd and would like to know more about how we keep your data secure, you can read our privacy policy.

International orders

I live in the EU, will I now have to pay a customs charge on my order?

All orders placed by EU-based customers include all taxes, fees and customs charges. We collect and pay these for you, meaning that the price you see on our website is the price you pay. We have partnered with a Finnish company called EAS Project who now handle all of our tax liabilities in the European Union. Their goal is to make shopping with us as easy as it used to be before the UK left the EU. For the customer, there won’t be any unexpected charges when you receive your order.

I live outside of the UK but not in the EU, will I have to pay customs charges on my order?

For countries outside of the UK and the EU, you may have to pay a local customs fee. If you’re concerned about this, contact us at [email protected] and we’ll do our best to assist.

Shipping

How long will it take to receive my order?

This will depend on your location. You can find out estimated shipping times for different parts of the world on our shipping page.

Do you deliver to my country?

We ship worldwide. You can find out more information about our shipping methods and costs on our shipping page.

Can I track my order?

Yes. Once your order has been dispatched, you’ll receive an email with your tracking information.

I didn’t receive tracking details – what should I do?

If you haven’t received tracking details within a reasonable timeframe, please check your spam folder. If there’s still no sign, contact us at [email protected].

Returns

Do you accept returns?

Yes, we accept returns providing we receive your order back in new and unworn condition. You can find out more about our policy on our returns page.

We recommend reusing the original packaging but, if this is not possible, taking care to make sure the items are securely packaged. You are responsible for the cost of returning your order to us as well as its safe arrival. Returns that arrive damaged cannot be refunded.

Unless we have made a mistake, we cannot accept returns for socks, magazines or books.

How long do I have to make a return?

You have 14 days from the date of receipt to return your order. Please ensure items are in new, unworn condition with original tags attached.

Can I exchange an item in my order for another size?

We offer one free size exchange per order. If you want to change the size of an item you purchased, you can send it back to us and we’ll send a replacement out at no additional cost to you. To initiate an exchange, contact us at [email protected] and we’ll give you a returns number.

Can I exchange an item in my order for another item?

We can’t process exchanges for different items at this time. Please return the original item for a refund and place a new order.

What is the returns policy for sale or discounted items?

For items included in our sale or purchased with a discount code, we are happy to exchange for another size at no extra cost. If you want to return the item for a refund, we offer store credit only. Please contact us at [email protected] and we’ll help you initiate your return.

How long does it take to receive a refund on a returned order?

As soon as we have your items back and have verified that they’re in new condition with all tags and packaging, we’ll process your refund. Typically PayPal refunds are instant, whilst refunds from card payments may take a day or two to arrive in your account.

Problems with your order

I received the wrong items – what should I do?

If we have made a mistake with your order please contact us at [email protected] as soon as possible. We’ll send you a postage label to return the incorrect items. We’ll then get the correct items on their way to you as soon as possible.

I haven’t received my order – what should I do?

The vast majority of orders arrive within the timescales shown on our shipping page, but sometimes things slip through the net. If you’re concerned about the whereabouts of your order and the tracking info isn’t providing any insight, please contact us at [email protected] and we will make enquiries on your behalf.

My order has arrived damaged or not in perfect condition – what should I do?

Please contact us as soon as possible at [email protected] and provide as much information as possible, including photos. This helps us make a claim with our shipping provider. In the meantime we will get a replacement item sent out to you.

Customer experience

Do you have a mailing list?

We do. You can sign up here to get a 10% discount on your next order. We typically send a short email once per week and we won’t share your details with anyone else.

Do you offer discount codes?

Occasionally we offer flash sales or discount codes but these are exclusive to email subscribers. Sign up to make sure you receive these.

Do you run sales?

We typically have a late summer and winter sale. Email subscribers are offered early access to these so sign up to be amongst the first to know.

Can I create a wish list of items that I am interested in?

We’re about to launch a wish list feature. You’ll need an account to use this, so sign up for one now and once wish lists are live, you’ll be able to create one straight away.

I have an account but am struggling to log in. How do I reset my password?

Go to the Account Details section of My Account and you can update your details. If you have problems or need a hand, email us at [email protected] and we’ll be happy to help.

About TTK

Which brands do you sell?

We work closely with a small number of independent producers. The majority of our brands are based or made in Japan, but we work with producers from around the world. The clothing we sell is influenced by heritage workwear and vintage military clothing. Each brand we work with manufactures its products ethically at every point in the production process. See our brands page for a full list.

How can I find out about upcoming new releases, launches and pre-orders?

We have a dedicated Coming Soon page that has all the latest information about expected arrivals, restocks and more. You can also sign up to our mailing list to get updates directly to your inbox.

You say that the products you sell are produced ethically at every step of the manufacturing process. What does this mean?

This means that everyone involved in the manufacturing process is treated well and compensated fairly for their skills and time. We believe in buying less but better things and supporting small brands and skilled craftspeople is a big part of that.

Do you use sustainable packaging?

We do. The packaging we use is 100% recycled and is made by a certified B Corporation. We’re always looking to improve the way we do things and over time hope to make more improvements to the way we ship our products.

Who are Those That Know?

We’re based in the North East of England. You can read more about the two people behind Those That Know on our about page.

Do you have a bricks and mortar store?

We’re an online store currently, though we have plans to offer our collection at pop-up events in the coming year. In the medium term, we hope to open a bricks and mortar store.

Are you on social media?

Yes, we’re on Instagram.