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\nEvery question about Sock Joy goes to one inbox: support@sockjoy.shop. We do not run a phone line, a live chat window or social media messaging, so you will never be left wondering which channel to try. One address, one conversation, everything in writing so nothing gets lost between a phone call and a photo link.
\nWe reply within 24 hours on business days. Business days are Monday to Friday, not counting public holidays. If you write on a Saturday morning, expect our answer early in the following week. If you write on a Tuesday afternoon, expect it by Wednesday afternoon.
\nMost messages are about one of a few things: fixing a name in the order notes, sending a photo link that works, checking where a parcel is, or starting a return. The sections below tell you what to put in your email for each one, so we can sort it in a single reply instead of three.
\nTap a link and your email app opens with the subject ready. Add your order number and the details, then send.
\nSome answers are already written down. Before you email, it can be quicker to check the page in the right-hand column. If it does not answer your question, the middle column says what to include in your message.
\n| Topic | \nWhat to include in your email | \nPage that may already answer it | \n
|---|---|---|
| Change a name, date, photo or size | \nOrder number, the exact new wording, and which pair it applies to | \nCancel or Change an Order | \n
| Cancel an order | \nOrder number and the email used at checkout | \nCancel or Change an Order | \n
| Photo link does not open | \nOrder number and a new link set to “anyone with the link” | \nFAQs | \n
| Where is my order | \nOrder number, shipping country, date you ordered | \nOrder Tracking | \n
| Delivery timing before an event | \nEvent date and the shipping country, before you order if possible | \nShipping and Delivery | \n
| Damaged or wrong item | \nOrder number, photos of the socks and the packaging, what looks wrong | \nReturns and Exchanges | \n
| Return or size exchange | \nOrder number, which pairs are coming back, and the reason | \nReturns and Exchanges | \n
| Refund question | \nOrder number and the date you sent the return | \nRefund Policy | \n
| Store credit instead of a refund | \nOrder number and a note that you would like store credit | \nRefund Policy | \n
| Which size to choose | \nWho the socks are for and the product name | \nSize Guide | \n
| Payment at checkout | \nWhat you saw on screen. Never send card numbers | \nPayment Methods | \n
| Your data or photos | \nThe email on the order and what you would like us to do | \nPrivacy Policy | \n
| Group or wedding party order | \nNumber of pairs, the product, the sizes, the event date | \nOccasion socks collection | \n
| Copyright or image concern | \nDetails of the work and where it appears | \nDMCA and Intellectual Property Policy | \n
Links to all of those pages: Cancel or Change an Order, Order Tracking, Shipping and Delivery, Returns and Exchanges, Refund Policy, Size Guide, Payment Methods, Privacy Policy, DMCA, Intellectual Property Policy and the FAQs.
\nSpotted a typo? Time matters most here. We can change or cancel an order within 24 hours of placing it. Say you ordered grandkids face socks and noticed three hours later that “Olivia” went in as “Oliva”. Email us straight away with the order number and the corrected spelling, and we will update it. If the same mistake is spotted two days later, the socks may already be printed, so we cannot promise a change. Write to us anyway; you still have the 60-day return route, and we will explain your options.
\nWhen you write, copy the exact new text, capital letters included. “Please change the name on the Men’s pair from JON to Jonathan” is perfect. “Fix the name” makes us guess.
\nThe most common photo problem is a link that asks us to sign in or shows “access denied”. Open the sharing settings, choose “anyone with the link can view”, copy the new link and send it to us with your order number. If your order has more than one photo, tell us which photo replaces which. A link that opens is often the only thing standing between your order and the print queue.
\nIf the only photo you have is a dark or blurry screenshot, that is fine to send, but be aware that what is blurry on a phone screen will also be blurry on a sock. A daylight photo with the face looking at the camera gives the cleanest result.
\nOrders take 1-3 business days to process and 7-14 business days in transit to the US, Canada, Australia and New Zealand. Shipping is free and every parcel ships from the USA. To see the status of an order, start with the Order Tracking page or My Account. If you need more detail, email us with the order number and the destination country and we will give you an update.
\nIf you are ordering for a date, such as a Secret Santa swap or a wedding, tell us the date before you order and we will tell you honestly whether it looks comfortable. We cannot guarantee a delivery date, because transit is in the hands of the postal services between us and you.
\nIf the parcel arrives torn, the socks show a print problem, or you received a different design or size from the one you ordered, send us photos of the socks, the label and the packaging, along with your order number. Lay the socks flat in good light so we can see what you see. Contact us as soon as you notice it and we will help put it right.
\nYou have 60 days to return socks, there is no restocking fee, and if you simply changed your mind we send a free return label. That includes the chicken-feet socks that turned out to be less funny at the party than they were in the cart. Email us with the order number, which pairs are coming back and why. If the size is the problem, the return route is also how size exchanges work: return the pair and order the size you need, or ask us how to arrange it. Full details live on Returns and Exchanges.
\nRefunds go back to the original payment method within 7 days of us receiving your return. If you would rather have store credit, ask for it in your email. Store credit never expires, which makes it handy for next year’s stocking fillers. The Refund Policy covers the details.
\nOrdering twelve pairs of groomsmen socks or a retirement gift from the whole office? Email us before you order with the product, the number of pairs, the sizes and the event date. Groomsmen socks come in packs of 1, 3 or 6 pairs, and the order notes can hold a list of names and roles. Leave a buffer before the big day: processing plus transit can be up to 17 business days in total.
\nIf you are ordering socks to remember a pet, take your time with the notes, and email us if you are unsure how a name or a pair of years will look. We will answer gently and clearly.
\nPlease do not send card numbers, bank details, passwords or one-time codes. We will never ask for them by email. Payment happens only at checkout on this website. If you receive a message that claims to be from Sock Joy and asks for payment details, do not reply to it; forward it to support@sockjoy.shop so we know about it.
\nPhotos you send for printing are used only to make your socks, and we delete customer photos 30 days after delivery. If you want to ask about the personal information we hold, or ask us to delete it, email us from the address used on the order. The Privacy Policy explains your choices.
\nA good support email has four parts. Use this as a checklist before you press send.
\nWrite from the email address you used at checkout if possible. It helps us find your order quickly and confirms it is really you asking. If you have to write from another address, include the full name and shipping postcode on the order.
\nOne topic per email is ideal. If you have two separate orders with two separate questions, two emails keep the threads tidy. If you need to add something to a message you already sent, reply in the same thread rather than starting a new one.
\nQuestions before buying are welcome. Common ones: can this design take two names, will a group photo work, which size fits a teenager, can I ship to my sister in New Zealand. Ask away. A five-minute email before ordering saves a lot more time than a change afterwards, especially since we print exactly what your notes say and do not send a proof.
\nOur promise is a reply within 24 hours on business days. In practice, that looks like this:
\nKeep the 24-hour change window in mind. It runs from the moment you place the order, on weekends too, so a change request should go out as soon as you notice the problem, even if our reply comes later. We look at change requests in the order they arrived, based on the time your email reached us.
\nIf you have not heard from us after a full business day, check your spam or promotions folder for a message from support@sockjoy.shop, then reply to your original email so the thread stays together.
\nSock Joy, 45 Morton St, New York, NY 10014, US
\nThis address is for formal written notices, for example a legal notice under our Terms of Service. It is not a returns address. Please do not post socks to it unless we have emailed you a return label that shows it. Returns always start with an email to support, so that we can send you the right label and know the parcel is coming.
\nIt is also not a shop. There is no counter to visit and no pick-up point. Everything is ordered on this website and shipped from the USA.
\nThe Help Center collects every support topic in one place, and the FAQs answer the questions we see every week. For a ticket-style email with the subject already written, use Submit a Ticket. And if your question does not fit anywhere at all, that is what the inbox is for.
\nEmail support@sockjoy.shop. We reply within 24 hours on business days. Sock questions big or small, we are happy to help.
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