FAQs

I haven't received an order confirmation email

Check junk and spam folders in your mailbox. If you’re still missing an order confirmation, you can contact our customer service team.

How can I change or cancel my order?

Once your order has been placed, it is not possible to amend or add any items. However, it may be possible to change the recipient details, delivery address or cancel the order if we are notified within one hour of you purchase. To do this, contact our customer service team.

How will my parcel be delivered, and how long does delivery take?

We offer free worldwide shipping for orders over £80 and use DHL and RoyalMail as our main logistics partners. All orders are dispatched within 1-3 business days. Click here for estimated shipping times.

How can I track my order?

You will receive an email with a tracking link once your order has been shipped from our warehouse. If you haven’t received an email, please check your junk or spam folder. If you’re still missing a shipping confirmation email, you can contact our customer service team.

What payment methods do you accept?

We accept all major debit and credit cards (Visa, Mastercard, Amex) and PayPal.

Can I return my order?

We are happy to refund any KNNOX product that has been purchased from knnox.com directly and is returned unused in its original packaging within 20 days from the date of shipment. Please note that all return postage costs will be the responsibility of the customer. Please see our returns page for further details. 

How can I care for my raw brass products?

Products finished in raw brass are made to age naturally over time with each object developing its own unique patina. However, if you’d like to restore your product to its original shine, we recommend using British made Renaissance Wax with a lint free cloth.

The lighter

I am having trouble lighting
The lighter features a bespoke sliding mechanism which allows it to be lit in a number of ways. The lighting action differs to most lighters and you may find that when you strike the flint wheel the lighter tends to close. To stop this from happening, ensure the flint chamber and fuel body are supported or gripped in the palm of your hand before you strike the flint wheel. Rest assured, you will find your own comfortable way to light. For more information please see ‘ways to light’ on our instructions page. 

Flint wheel is stuck, how do I fix it
One of more things may have caused this; 
1. The screw is too tight, you can unscrew the screw slightly to decrease the pressure on the flint wheel. 
2. The flint wheel has been spun in an anti-clockwise direction. If this happens, remove the screw, spring and flint and reinsert the flint ensuring the direction of the ground flint corresponds with the flint wheel. Reinsert the spring, fasten the screw halfway and spin the flint wheel a few times in a clockwise direction. Once the flint wheel is sparking freely, fasten the screw all the way in. 
3. If you haven’t removed the old flint before replacing with a new flint, this can cause the flint wheel to jam as you have two flints in the chamber. Ensure you tap the brass piece on a hard surface to remove the old flint before replacing with a new one 

Can I adjust the flame strength?
Yes, to adjust the strength of the flame simply shorten the wick or make it longer. The shorter the wick, the weaker the flame and the longer the wick, the stronger the flame will be. 

What type of lighter fluid should I use?
Any liquid petroleum lighter fluid which can be found at most supermarkets, home and hardware stores or online. DO NOT use butane, propane or pressurised flammable gas. 

How do I refuel?
Remove the cover plate and pour the lighter fluid into the fuel chamber before sliding the cover plate back into place (make sure the felt pad is inside to soak up the fuel). Refer to our instructions page for step by step guides. 

How do I replace the wick?
Take the lighter apart completely, remove the cover plate and lift out the felt pad using the pull tab. Once removed, take the used wick out and either cut the frayed end off with scissors and replace into the felt pad or remove the entire wick and replace with a new high performing KNNOX wick. Refer to our instructions page for step by step guides. 

How do I replace the flint?
Take the lighter apart completely, remove the flint spring from the flint chamber and tip upside down to get the used flint out. Once the used flint has been removed, insert a new KNNOX flint into the flint chamber, followed by the spring and ensure the screw is firmly secured back into place. 

Cover plate is loose
Our cover plates are designed with a slight curve to ensure they fasten securely and keep the fuel chamber air tight. Over time you may find that your cover plate becomes loose, to fix this simply bend the cover plate in a downwards action with the force of your hands only, ensuring the lip is facing upwards.  

I have lost a component
If you have lost your screw, hex tool, springs or any other components, please contact us to purchase a replacement. 

I have lost my assembly instructions
You can download a copy of our components and assembly instructions here.