Customer Service
Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. When you return any product, you must cover the shipping charges.
To start a return, you can contact us at thesockkeeperdotcom@gmail.com with your order number. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at thesockkeeperdotcom@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Items damaged after the label has been removed cannot be returned as it cannot be proven that these were not damaged by yourself.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
If you would like to change your item for a different colour or size, please return your unwanted item and place a new order. We do not take responsibility for any items lost during the return shipping.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Delivery Information
We aim to process all orders within 2 working days of your order being placed. Please allow up to 7 days for custom orders.
Please select your preferred method of shipping at checkout. Please see below for further details on shipping methods and rates.
Royal Mail 1st Class
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1-2 Working Days
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£3.68
Royal Mail 2nd Class
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2-4 Working Days
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£3.00
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Free with orders over £15
Other mailing option are available, please contact us to discuss your requirements further.
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The Royal Mail 2nd Class postal service can, on the very rare occasion, take up to 14 working days. Deliveries sent via this option cannot be considered delayed or lost with the Post Office until 3 weeks after posting. If you require your order by a certain day, we recommend using one of our fast delivery services.
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All quoted delivery times are based on “business days”, which excludes bank holidays and weekends.
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Tracked/Next Day services are not guaranteed by the provider, just a guideline.
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For next day delivery the order must be placed before 12pm for same day despatch.
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Orders placed after 12pm Friday, over the weekend or on a bank holiday will be sent out the next working business day.
International Delivery
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From £9.78 depending on location, size and weight. 5-8 Working days with Parcelforce, however please allow 14-20 days for any delays in postage or customs checks. Please note customs and tax charges are not included in delivery rates and are the responsibility of the purchasing customer.
Where are my socks?
Please do contact us if you have not received your delivery by the expected date. Please also allow for any delays in the postal network beyond our control. We will do our best to communicate any delays in the postal system but cannot always give a specific date for delivery. We will pass on any tracking information and work with the required service providers to locate your parcel and get it to you as soon as possible.
CONTACT US
Have questions ?
They might be answered in our FAQ.
We tried to cover just about everything you need to know but if you do still have any questions, please contact us using the form below.
You can also email us at: thesockkeeperdotcom@gmail.com
FAQ
01
I’ve found the socks I want but can’t find my size
We never wish for you to leave our site disappointed. Email us at thesockkeeperdotcom@gmail.com and we will immediately endeavour to inform you when your size comes back in stock.
03
How do I care for my socks?
We strive to ensure that our socks are of the highest quality possible. However, the life span can vary depending on the care and handling of our products.
We recommend all socks should be turned inside out and bleaching, ironing and tumble drying should be avoided. Even though our socks are durable, they will last longer if they are hung-out to dry/ air-dried after washing.
The majority of our socks can be washed at a washing temperature of 40C/104F unless stated otherwise in the individual product description notes.
Any customised socks should be washed seperately for the first few washes due to the nature of the dyes used.
To avoid any initial damage top newly purchased socks, we do not use kimble guns to attach labels to our socks. Afterall, socks need tlc too. However we cannot guarantee that the brands we stock don't. Please take care when removing labels and do not pull them off. Remove using scissors taking care not to cut the material.
04
Can I track my order ?
For every purchase, you should receive an email from our delivery associates. In that email is a unique tracking number that you can use to track your parcel
06
Which methods of payments can I use?
We accept payment via debit/credit card and Paypal.
02
Do you offer refunds and exchanges?
If you would like to return your purchase, please do so within 14 days of ordering. This can be done by following the procedures set out in our refund policy as detailed above. You will be responsible for the costs of returning the goods to us. Please include your name, email address and reason for return. Upon receipt of the product, we will then email you to say that we will be issuing you a refund within 14 working days. We can only refund the account that originally made the purchase.
Returns/refunds will only be considered once your purchase has been returned to us in an unused condition, with labels and all packaging still intact.
The Sock Keeper cannot refund any delivery charges, unless an item has a manufacturer's fault or was sent in error.
Due to the unique, distinctive and often exclusive nature of their production, no custom made/personalised items can be returned or refunded unless there is a manufacturer's fault. In such instances, customer's can email us at thesockkeeperdotcom@gmail.com with a picture of the fault. We will confirm via email that you are entitled to a refund for defective goods within 14 days of your email being received.
05
Part of my order is wrong/incomplete
Please email us at thesockkeeperdotcom@gmail.com with your delivery invoice number and we will arrange a free return or send out any missing items.
07
I forgot to use my discount code
Unfortunately, we can only apply discount codes at checkout. Please take care to apply any discount codes you may have at this time only.
08
Delivery - How much is it and how long does it take?
Please see our shipping policy for further details regarding shipping.
