Frequently Asked Questions

Your Account

No, we offer guest checkout which means you don’t need to create an account to be able to order from us. We only require a valid email address at checkout to send you an email confirmation, and a delivery address.

Paying for Your Order

When you are at check out, you can choose to pay your order using any of the payment methods via credit card including: Visa, Mastercard, American Express, Discover, Diners club, Maestro. We also accept payments with Express Checkout including Shop Pay, Apple Pay, PayPal and Google Pay.

At Knowle Nets we are certified according to the top level 1 PCI DSS standard via Shopify making payments highly secured.

If you see an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly – an easy typing mistake can happen when entering your CV2/security code or expiry date.

If you still have no luck, we'll assist you during our Customer Service hours (Monday - Friday 9- 5.30pm). You cansend us an emailor call us at 0117 934 1790 to let us know the difficulty.

Security is extremely important to us, and we are committed to protecting your privacy. We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here:

Also, find our full privacy policy here.


All standard orders are normally despatched within 3 - 5 working days providing the product is in stock. We will confirm all delivery dates with you post ordering.

Please note that all our bespoke items have an 8–10 week lead time and your delivery date will be confirmed as part of the order process.

Order Tracking

Once you have placed an order on our website you will receive an email confirmation and we will then e-mail you again when your order is sent along with information on how to track your order with the courier and manage your delivery directly with them.

If you have any questions regarding your order – whether it’s to check your order status, track a shipment, edit the delivery address or the delivery date, or request for the delivery to be handed to a neighbour in case you are away - please call our friendly customer service at 0117 934 1790. They can liaise with our warehouse, check your order status and give you a full update or change your order details.


If you wish to cancel your order, then you can, providing you inform us of this prior to the dispatch of your order

Once the order has been dispatched, please refer to the shipping policy.

Our Customer Services team will advise you whether we need to arrange for the item to be collected from you by courier or whether you need to return the item back to us via the Post Office - this will depend on the size and weight of the item.

Please contact customer services on 0117931790 or email and we'll get back to you.