Welcome to our FAQ page. It serves the purpose of answering any question you might have about our products and service. If you still do not find the information you need, feel free to contact us at international(@)thesocks.com.
DELIVERY AND SHIPPING
How is my order shipped?
We are doing our very best to ensure that you receive your socks as fast as possible. Your order of socks will be processed within one working day after it has been placed. You can also check the delivery estimates on the checkout page of the site. We use country specific postal services for all of our deliveries.
Where do you ship to?
We ship globally. If there is a Post service in your country, you can wear our socks within days.
Do you offer free shipping?
We offer FREE shipping in the UK and globally for orders above 50 EUR (or equivalent in GBP/USD). For deliveries in the EU, we charge 2.99 EUR per delivery and for the rest of the world - 4.99 EUR per delivery.
How long does it take for my socks to arrive?
All orders ship-out from our distribution center in the United Kingdom. The delivery estimates of your socks depends on your location:
- United Kingdom: 1-2 business days
- Europe: 3-8 business days
- Elsewhere (incl. USA/Canada): 10-20 business days.
What happens if I receive damaged or wrongly packaged socks?
Should you receive a delivery containing damaged or wrongly packaged socks, we will cover all shipping charges and do everything we can to correct that. As you are part of TheSocks family you will receive the ordinary, high-quality service and products. You will be provided with new socks or a refund, depending on your wish. Read more about how we handle complaints.
Can I send socks as a gift to my friend?
TheSocks offers you two ways to surprise someone close:
- Add the socks you've liked to the cart. On the checkout page under "Shipping address" input the address of your friend.
- Subscribe your friend for a whole year of comfy socks with the Membership program. Again, on the checkout page just input his/her address
What should I do with the card in the box?
You will find three cards in each box. One describes the socks you have purchased in more detail and has a personal message. The other two contain discount codes and can be easily separated. One is intended for your next purchase and as for the other one - we would be grateful if you gave it to someone who could also benefit from our socks.
What happens if I don't receive my socks?
If you do not receive your socks within the time period we have stated, please contact us and state your order ID. In case your package went amiss we will send another one your way.
How can I pay?
We currently use PayPal for payments. You can pay with your credit card via PayPal's processing system or you can use your PayPal account. The total amount will be withdrawn from your account when the order is completed and approved. The amount will be withdrawn in the currency of your account. All following currency conversion costs are always covered by TheSocks.
Is my payment secure?
Yes. All transactions are handled by PayPal payment services. We don't store any of your credit card data. Read more at www.paypal.com
RETURNS AND COMPLAINTS
Can I return or exchange the socks that I have ordered?
You have the right to exchange or return new socks (for a full refund) within 14 days of receiving them. The socks have to be unused with labels and packaging intact (please note that the seal must not be broken). When you return or exchange for new socks, you must cover shipping charges. As soon as we receive them, we will exchange your socks or give you a full refund, depending on your wish. However, you will not be reimbursed for the original shipping charges. We do not take responsibility for any socks lost during the return shipping.
How to return or exchange for new socks?
Contact us by writing an e-mail to international(@)thesocks.com. Please state your order number, which socks you wish to return and the reason for the return. This will help us greatly to make our socks better. Then we will contact you with the proper instructions. If you do not contact us before returning the socks, you run the risk of not receiving your refund or exchange. We do not take responsibility for any lost packages.
I'm not happy with TheSocks! How do I complain?
We are extremely sorry that you haven’t experienced the normal, high-quality service of TheSocks. Although buying socks online is easy the delivery process always carries a bit of risk. Should you receive a delivery containing damaged or wrongly packaged socks, we will cover all shipping charges and do everything we can to rectify our mistake. You will be provided with new socks or a refund, whichever you prefer. In case of an issue, please contact us at international(@)thesocks.com. Kindly state your order number and your complaint and we will get back to you shortly. We want to make sure the issue is resolved. You help us improve and we value that.
THE SOCKS WE OFFER
Where are your socks made?
TheSocks collection is custom made in a factory in Turkey with more than 90 years of experience in hosiery production.
How many pairs are in a package?
Each package contains 3 pairs.
What is the minimum quantity of pairs I can buy?
The smallest pack we offer is one pack, containing 3 pairs (we call this a 3-pack).
Can I wear the socks without washing them first?
Each sock undergoes extensive washing treatment before leaving the factory so there shouldn't be any issues with that. Should you experience any problems, please do get in touch with us and let us know.
Why should I know what is good for my feet?
You don't have to be an expert, this is our job. Visit our collection page to find out which sock might suit your character and lifestyle needs.
I don't understand what all these sock features mean?
The features of our socks were carefully chosen and combined to provide perfect comfort. To explore in detail why we chose those features for you please visit our Collection page.
How do I know my size?
Perfect fitting socks are neither too loose nor too tight. To find the perfect fit go for the socks size that corresponds to your shoe sizes.
What is the difference between fabric and style?
The fabric concerns the main material used to make the sock. The style shows how the material was additionally treated to change the appearance and feel of the sock.
What does 100% satisfaction guarantee mean?
We insist that our customers experience a top level service in every aspect. Nothing less is acceptable to us. That is why we will exchange your socks or refund you if you don't feel satisfied with them. Assuming you have not worn them before, of course.
How does Membership work?
The Membership option is the fancy way of saying that over one (1) year you will receive a given quantity of socks at regular intervals.
Can I change the socks I ordered for my Membership program?
Absolutely! You can change your order before first delivery and up to two weeks before an upcoming delivery. As long as the new socks you want are of equal value to those already paid for. Upgrading to a more expensive Membership might require an additional payment on your part.
When and how can I cancel/change my Membership?
Cancellations - Although it would make us very, very sad you can choose to discontinue your Membership at any point in time. Just contact us with your Order ID (the one you got on your e-mail when you completed the purchase) and we will discontinue the service.
Changes - Contact us with at least two weeks prior notice mentioning your Order ID and desired changes and we shall oblige. Please note that for packages already dispatched can not be canceled or changed.
UK deliveries are fulfilled within 2 business days. For residents in the EU, first orders arrive 3 - 5 business days after a purchase is complete on our site. For the rest of the world it might take up to 10-20 days.
What happens if I'm not home for some time?
No worries. Your package will be directed to the nearest post office which in turn will send you a written notice on how and when to pick them up.
What if I change my address?
Write to us at international(@)thesocks.com with your new address and we will redirect any packages that yet have to be delivered to you.