Refund Policy
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Nobody likes chasing money for a pair of socks, so we keep refunds simple. This page is about the money: when you get it back, how much, where it goes, and what store credit looks like if you would rather shop again. How to send socks back (the email, the free label, the packing) is explained on our Returns & Exchanges Policy. Think of that page as the trip your socks take, and this one as the trip your money takes.
Your money at a glance
- Refund speed: issued within 7 days of the day we receive your returned socks.
- Where it goes: back to the original payment method you used at checkout.
- Restocking fee: none. We do not keep a slice of your refund.
- Return label: free, paid by Sock Joy, so it is never deducted from your refund.
- Store credit: available on request instead of a refund, and it never expires.
- Cancelled within 24 hours of ordering: refunded in full.
1. When a refund is due
You can get your money back in these situations. Each one is covered in more detail further down the page.
- You returned socks within the 60-day return window, for any reason, including personalised socks and simple change of mind.
- You cancelled your order within 24 hours of placing it.
- We were unable to fulfil your order, for example because a photo link could not be opened and we could not reach you to fix it.
- Something went wrong with your socks and, after talking to us, a refund is the right fix.
You do not need to justify a change-of-mind refund. “My nephew already has dinosaur socks” is a perfectly fine reason, and so is no reason at all.
2. The 7-day clock
The clock starts when your returned parcel reaches us, not when you post it. Within 7 days of receiving it, we issue your refund and email you to say it is done.
Why we count from arrival
Socks returning from Sydney or Vancouver can spend a while in the post, and we cannot refund a parcel we have not seen yet. Counting from arrival keeps the promise clear: once the socks are with us, you have your answer within a week.
When your bank shows it
After we issue the refund, your bank or payment provider still has to post it to your account. How long that takes depends on them, not on us. If the money has not appeared a few business days after our confirmation email, write to us and we send you the details of the refund so you can check with your provider.
| Step | Who acts | Timing |
|---|---|---|
| You email us and ask for a return | You | Within 60 days of delivery |
| We send the free return label | Sock Joy | We reply within 24 hours on business days |
| Your socks travel back to us | The postal service | Depends on where you send from |
| We issue your refund or store credit | Sock Joy | Within 7 days of receiving your return |
| The refund shows on your statement | Your bank or payment provider | Depends on your provider |
3. How much comes back
For returned socks, you get back the price you paid for the pairs you returned. We do not charge a restocking fee, a processing fee or a fee for personalisation work that has already been done.
Shipping on the original order
Shipping to the US, Canada, Australia and New Zealand is free on every order, with no minimum. So there is no shipping charge on your order to refund, and nothing is taken off for it either.
Return postage
The return label is paid by Sock Joy, including for change-of-mind returns. You do not pay to send the socks back, and we do not subtract the label cost from your refund.
Packs and part returns
If you bought a pack and return only some of the pairs, we refund the share of the pack price for the pairs that came back. If the split is not obvious, for example a 4-pair gift set, we explain the amount in our email before we issue it. You can always ask us how we worked it out.
Discounts
If you used a discount on your order, your refund is based on what you actually paid for the returned pairs, after the discount.
What our refund email tells you
When we issue a refund, we email you so you are not left guessing. The email names the order, lists the pairs we received, shows the amount refunded and says whether it went to your original payment method or to store credit. Keep it until the money appears on your statement.
4. Three refunds, start to finish
Examples make the rules easier to picture. These are typical situations, with the money side explained.
The family pack with one pair too small
You ordered a family pack of matching face socks: two Men’s pairs, two Women’s pairs and two Kids pairs for a holiday photo. The youngest’s pair is too small, so you return just that one pair with the free label. Within 7 days of it reaching us, we refund that pair’s share of the pack price to your original payment method. The other five pairs stay with your family, and there is no fee for splitting the pack.
The Secret Santa socks nobody needed
Your office swap got moved and the dog-face crew socks you bought are no longer needed. You email us within 60 days of delivery, ask for store credit and send the socks back with our label. As soon as we receive them, the credit is added within 7 days, and since it never expires you can save it for next year’s swap.
The gift returned by Grandma
You sent cozy slipper socks to Grandma’s address in Canada. She prefers a different design and emails us herself. She asks for store credit so you are not refunded and the gift stays between her and us. She then picks a new pair with the credit.
5. Refund, credit or a new pair: picking what suits you
| Option | Where the value goes | Best when |
|---|---|---|
| Refund | Your original payment method, within 7 days of receiving the return | You do not want to reorder |
| Store credit | Your Sock Joy credit, which never expires | You want a different design later or the return is a gift |
| New order plus refund | A new order for the size you need, and a refund for the returned pair | You want a different size quickly |
If you are not sure which to choose, tell us who the socks are for and what went wrong. We explain what each option means for your order before anything is processed.
6. Store credit that never runs out
Prefer to pick something else instead of getting a refund? Ask for store credit. Just say “store credit, please” when you email us about your return.
- It never expires. Use it next week for a Secret Santa swap or two Christmases from now. It waits for you.
- It is the value of your returned socks. The same amount you would have received as a refund.
- It works across the shop. Face socks, pet socks, cozy slipper socks, gift sets: anything in the shop.
- It is on request only. We never switch your refund to credit without asking. If you do not mention it, your money goes back to your original payment method.
Credit for gifts
Store credit is handy for gifts. If the person who received the socks starts the return, they can ask for store credit so the buyer is not refunded and the gift stays a surprise. Without that request, refunds for gift orders go back to the original payment method used by the person who paid.
7. Cancelling within 24 hours
Changed your mind right after clicking “Place order”? You have 24 hours from placing your order to cancel it. Email us within that window and you get a full refund of what you paid, back to the original payment method.
Example: the wrong date on wedding socks
You order groomsmen socks printed with your wedding date and realise an hour later that you picked the wrong design. Cancel within 24 hours and your money comes back in full. You can then place the order you actually wanted, leaving a good buffer before the big day.
After 24 hours
Once 24 hours have passed, your socks may already be in production with your names, dates and photos. At that point the order cannot be cancelled for a refund, but you are still covered: once the socks arrive, you can return them within 60 days and get a refund or store credit as described above. See Cancel or Change an Order for how the 24-hour window works for edits too.
8. If something is wrong with your socks
If your socks arrive damaged, the print is not what your order notes asked for, or the pair is not what you ordered, contact us and we help. Email us with your order number, a short description and a photo of the socks. We look at what happened and agree the fix with you, which can include a refund to your original payment method.
Helpful to know before ordering
We print exactly what your order notes say, and we do not send a proof first. A blurry night-time screenshot of your cat will print as a blurry cat. If the photo was unclear from the start, a change-of-mind return is still available within 60 days, and the free label still applies.
When a parcel is late
Delivery takes 7 to 14 business days after 1 to 3 business days of processing. A parcel to Australia or New Zealand can use the full 14 business days. If your socks still have not arrived after that, email us with your order number and we look into it with you. The current status of your order is also shown in Order Tracking and in My Account.
9. Orders we cannot complete
Sometimes we cannot make an order the way it was written. The most common reason is a photo link that does not open, such as a Google Drive link that shows “access denied”. We email you to ask for a working link first. If we cannot fix the order with you, we cancel it and refund the full amount to your original payment method.
10. Payment questions and disputes
Refunds always go back through the payment method you used at checkout. We cannot send a refund to a different card, account or person. If you no longer have access to the original method, tell us and we work out the options with you, including store credit.
If a charge looks wrong, please email us first. We can usually sort it out quickly, and contacting us does not affect any rights you have with your bank or payment provider. For more about how you can pay, see Payment Methods.
A quick refund checklist
- Your order number, from the confirmation email or My Account.
- Which pairs you are returning and how many, for example “1 pair of Kids pet-face ankle socks”.
- Whether you want a refund to the original payment method or store credit.
- For a gift, the name of the person who placed the order and the delivery address, if you do not have the order number.
- For a problem with the socks, a clear photo taken in daylight.
With these details in your first email, we can usually answer everything in one reply instead of three.
11. Talk to us about a refund
Email support@sockjoy.shop with your order number and a short note, and we reply within 24 hours on business days. Support is by email only. If you prefer a form-style request, use Submit a Ticket, and for quick answers browse the FAQs.
Sock Joy, 45 Morton St, New York, NY 10014, US.