FAQs

Got any ‘Frequently Asked Questions’ you're in the right place. Checkout our FAQ categories:

General Questions Member Questions Shipping Questions

General Questions

I'm the nervous type. Can I try a pair first?

Of course! You can purchase single pairs of previous designs (or special editions) in our online store for $29. Or, you can simply join the club for only $25 and cancel after your first pair if it’s not for you. We also have a Love them Guarantee which means we will refund your first pair if you don't love them.

Can I choose the design?

Nope! The Undie Club is built on the experience of a surprise. Not knowing what the design is you’re going to receive is half the fun. If you’re not a fan of surprises, you may prefer to take a look for the designs you like in our online store.

What’s the material?

We offer underwear created from a range of materials including BottleBlend™ (our very own recycled & sustainable material), TENCEL (a 100% traceable fabric derived from wood), bamboo and merino wool.

Where are they packaged and dispatched?

Each Knobby is hand prepared, packaged and dispatched from our beautiful new HQ on the Sunshine Coast in Queensland, Australia.

Do you sell them in stores?

Knobbys are exclusively sold right here on our website. It allows us to control and remain accountable that you receive a brilliant experience every single order.

I don't live in Australia, can I still join the club?

Absolutely! We ship Knobby customers located all around the world including New Zealand, USA, Canada, UK, Hong Kong, Switzerland, Turkey, Iceland, Monaco, Norway and more! For more info, see our shipping page here: knobby.com.au/pages/delivery

How does Knobby Undie Club work?

All Knobbys are only $25/month and shipped free Australia wide. Simply select your size and if you want to receive a new pair every month or second month. Soon after, your first Knobby will arrive at your doorstep, beautifully packaged with your snazzy welcome pack! Your subscription will renew each month on the same date that you first subscribed and you can cancel anytime!

Is there a fee to join Knobby?

No bloody way. We don’t have a fee, no fine print, you just pay for your underwear each month. We know you like things pretty simple, that’s why we’ve made it the most upfront transparent system with no hidden fees.

Can I get them sent every second or third month?

Sure can! When you first join the club, you’ll be given the option to choose either monthly or every second month. You can even customise your plan to be every third or fourth month too by shooting an email to our customer happiness team.
support@knobby.com.au

Member Questions

How do I update my Subscription?

Easily update your Subscription here: https://knobby.com.au/account/login

How do I make changes to a Gift Subscription?

Contact our customer happiness team and they will sort it for you:
support@knobby.com.au

Can I add Kids Knobbys to my Subscription deliveries?

Absolutely - Knobby is fun for the whole family! Head here to add them for your next order. You’ll need to have an existing Subscription with at least 1 pair of Adult Knobbys to add Kids Knobbys.

How can I cancel my Subscription?

Easy peasy, just head here: https://knobby.com.au/account/login

How can I reactivate my Subscription?

Even easier! Head over here: https://knobby.com.au/account/login

How can I raise a billing query for my Subscription?

Sure. Contact our amazing customer happiness team and they will sort you out. Please include as much information as possible.
support@knobby.com.au

Can I track my Knobbys? What if they get lost in the mail?

For sure! Select Priority Shipping with Tracking when you join the Undie Club and you’ll receive a tracking number each order. All orders from the Knobby Shop include tracking. If you think your order has gone missing, contact our customer happiness team here: support@knobby.com.au

What if I order the wrong Knobbys, or if I get sent the wrong Knobbys?

Mistakes happen! Contact our customer happiness team and they get back to you:
support@knobby.com.au

Can you replace faulty or damaged Knobbys?

Knobby takes pride in the quality of our products and our packages. If you’ve received something not quite right, let us know right away here: support@knobby.com.au

What’s your Returns Policy?

Pretty damn good if you ask us! Check it out for yourself here: knobby.com.au/pages/returns

Shipping Questions

Will I receive tracking information for my subscription?

I most cases you wont. Subscription orders are sent via Australia Post letter service, so they are not trackable.

If you require tracking, we can upgrade your shipping service for a small fee. Just contact our Customer Happiness team and they will make it happen: support@knobby.com.au

How much does Subscription shipping cost?

For our Australian customers, regular shipping without tracking is included in your $25 Knobby order. For our international customers, shipping prices are displayed at the checkout.

How much does Shop shipping cost?

For our Australian customers, regular shipping with tracking is $9.50 for orders under $100 and free for all orders over $100. For our international customers, shipping prices are displayed at the checkout.

Can I add tracking to my Subscription deliveries?

Absolutely, just shoot our customer happpiness team an email and we'll add this in for your next order!
support@knobby.com.au

How long will my Knobbys take to arrive?

Our Packing Ninjas can normally get your subscription order shipped out a few working days after your payment is successful! Please be patient if it’s an extra busy period!

When will you ship my Knobby Subscription order?

Undie Club:

Australia Regular Shipping: 2 to 15 working days (no tracking details)
International Regular Shipping: 10 to 30 working days (no tracking details)
Australia Parcel Post Shipping: 2 to 15 working days (with tracking details)

Shop:

Australia Parcel Post Shipping: 2 to 15 working days
Australia Express Post Shipping: 1-2 working days to addresses within the Express Post Network
International Standard Post Shipping: 6-15 working days to addresses within the Express Post Network
International Express Post Shipping: 3-12 working days to addresses within the Express Post Network

You can check current delivery times with Australia Post here

Where does Knobby ship to?

We ship to Knobby customers all over the world every single day!

What about International Fees & Taxes?

Your order will be charged in Australian (AUD) dollars. Because customs policies vary from country to country, international orders may be subject to local customs charges. Any customs, import duties, local taxes and associated fees are the responsibility of the recipient.

For further information, we recommend contacting your local customs office.

What if I move house and have a Subscription?

Easy! Every Subscription has an associated Billing Portal where you can update your delivery address, payment information and contact details. If you don't have a link for your account, just email our Support Ninjas and they'll send it through to you!

If you forget to let us know the new address before you move, and a pair of Knobbys is sent to the old address, get in touch with our customer happiness team.
support@knobby.com.au