How we take care of you

Shopping online should feel simple and safe. We want you to know exactly what to expect from us before, during, and after your order — no digging through fine print, no guessing. This page explains how our customer service works, what we can help with, and how to reach us when you need a hand. We keep it in plain language because that’s how it should be.

What we can help you with

Our team is here for the practical stuff and the fiddly stuff alike. If you need help choosing between two styles, we’re happy to talk through the differences. If your order hasn’t arrived and you’re starting to wonder, we can look into it. If something arrived damaged or isn’t what you expected, we’ll make it right. If you’re not sure whether you’re inside the return window, we’ll walk you through it.

We can also help with sizing questions, care instructions, order changes before dispatch, and general questions about how our store works. If it’s about your order or our products, it’s a fair question, and we’d rather you ask than wonder.

How to reach us

The fastest and most reliable way to get in touch is through our Contact Us page. Messages sent there come straight to our customer service team, and we can keep the whole conversation in one place — which means faster answers and fewer things falling through the cracks.

We don’t publish a phone number or a mailing address because we’ve found that written messages let us solve problems more accurately and keep a clear record of what was agreed. It also means we can help customers wherever they are in the world, across time zones, without anyone waiting on hold.

When you write to us, a little detail goes a long way. Including your order number, the name on the order, and a short description of what’s going on helps us get to a solution on the first reply.

Response times

We aim to reply to every message within 1 to 2 business days. During busy periods — seasonal sales, holidays, or right after a big launch — it can take a little longer, and we appreciate your patience. Rest assured your message is in the queue and a real person will read it.

If you’ve written to us and haven’t heard back within a few business days, please check your spam or promotions folder first. If there’s still nothing, send a follow-up through the Contact Us page and we’ll dig in.

Orders and changes

We dispatch orders within 1 to 3 business days. If you need to change something — an address, a size, a color — contact us as soon as possible. If your order hasn’t been packed yet, we’ll do our best to update it. Once an order has been dispatched, we can’t change it in transit, but we can still help you sort out what comes next.

If you ordered the wrong item by mistake, don’t panic. You can return it within 60 days of delivery, provided it’s in resalable condition, and we’ll process your refund within 5 to 10 business days after the return arrives.

Shipping questions

Shipping is free worldwide on every order, with no minimum and no membership. We cover all duties and customs, so the price you see at checkout is the price you pay. Delivery is estimated at 6 to 12 business days after dispatch, though occasional delays can happen with carriers or customs processing that are outside our control.

If your tracking hasn’t updated in a while, that’s usually normal — scans can lag between handoffs. If it’s been more than a few business days with no movement, reach out through the Contact Us page and we’ll look into it with the carrier.

Returns and refunds

We accept returns within 60 days of delivery. To start a return, contact us through the Contact Us page with your order number and what you’d like to return. We’ll guide you through the next steps. Refunds are processed within 5 to 10 business days after your return arrives back with us.

If something arrived damaged, defective, or incorrect, let us know right away and include a photo if you can. We’ll sort it out quickly, whether that means a replacement or a refund.

Product questions

Not sure which sock suits your routine? Tell us how you’ll use it — road running, gym sessions, long shifts on your feet, everyday wear under dress shoes — and we’ll point you toward the right option. If you’re between sizes, share your shoe size and any fit preferences and we’ll help you choose.

We’re also happy to share care instructions. In general, machine washing cold and tumble drying low will keep your socks in good shape for longer, but specific styles may have specific guidance, so ask if you’re unsure.

Our approach to service

We believe customer service is not a department that cleans up messes — it’s the clearest expression of how a company actually feels about people. Our approach is simple: listen carefully, answer honestly, and fix what needs fixing. We won’t make you jump through hoops, and we won’t hide behind policy language.

That also means we’ll be straight with you. If something isn’t covered by our policy, we’ll tell you kindly and clearly, and we’ll suggest the best path forward. If we’ve made a mistake, we’ll own it.

Privacy and your information

We only ask for the information we need to process your order and help you when you contact us. We don’t sell your details, and we don’t share them beyond what’s necessary to fulfill your order. For the full picture, see our Privacy Policy.

Still have questions?

If anything on this page is unclear, or if your question isn’t answered here, our Contact Us page is the right place to go. Send us a message with as much detail as you can, and we’ll get back to you within 1 to 2 business days. We’re glad you’re here, and we’re happy to help.