Submit a Ticket

Last updated: October 31, 2026

Why there is no form on this page

You will not find a ticket form here, and that is on purpose. A form sends a message into a system you cannot see. An email stays in your own sent folder, carries your photo links and wording exactly as you typed them, and gives you a thread you can reply to later. For a shop where so much depends on getting a name or a link exactly right, writing it down in your own inbox is the safest option.

So every ticket at Sock Joy is simply an email to support@sockjoy.shop. The links below just save you the typing: each one opens a new email with the right subject line filled in. Add your order number and the details listed for that topic, and press send.

If a link does not open your email app (some work computers block this), copy the address, start a new email by hand, and write the subject shown in brackets after each link.

Choose your ticket

One topic per ticket helps us answer quickly. If you need help with two different things, two short emails beat one long one.

What to put in each ticket

Every ticket about an existing order needs the order number. You will find it in your order confirmation email and in My Account. Beyond that, each topic has its own short checklist.

Change my order (subject: Change my order)

• Order number and the name on the order.
• Exactly what should change, written out in full. “Men’s pair: change the name from GRANDPA JOE to GRAMPA JOE” is ideal.
• If the change affects one pair in a pack, say which pair.
• For an address change, the full new address with postcode and country.

Speed matters. We can change or cancel within 24 hours of placing the order. Notice a misspelt grandchild’s name three hours after ordering? Send this ticket right away and we will fix it. Notice it two days later and the socks may already be printed; send the ticket anyway and we will explain what we can do, including the 60-day return route. More detail is on Cancel or Change an Order.

Photo link for my order (subject: Photo link for my order)

• Order number.
• The new link, set to “anyone with the link can view”. Test it in a private browser window first.
• Which product or pair the photo is for, and which face to use if the photo has several people or pets.
• If you are replacing an earlier link, say which one it replaces.

A private Google Drive link is the single most common reason an order pauses. If we email you because a link showed “access denied”, reply in the same thread with the working link so everything stays together.

Delivery question (subject: Delivery question)

• Order number and the shipping country.
• The date you placed the order.
• If you are worried about an event, the date of the event.
• If the address was wrong, the corrected address.

Remember the timings: 1-3 business days to process, then 7-14 business days in transit to the US, Canada, Australia and New Zealand. A parcel to Australia or New Zealand can use the full 14 business days, and that is normal. You can also check the Order Tracking page for the current status before writing.

Damaged or wrong item (subject: Damaged or wrong item)

• Order number.
• Clear photos of the socks laid flat in good light, the label, and the packaging.
• A short description: torn parcel, smudged print, wrong face, wrong size, wrong design.
• What you would like us to do next.

Please send this ticket as soon as you notice the problem, and keep the socks and packaging until we reply.

Start a return (subject: Start a return)

• Order number.
• Which pairs are coming back, and how many.
• The reason, in a few words: changed my mind, wrong size, not as expected.
• If you want a different size instead, the size you need.

You have 60 days to return. For a change of mind, we send a free return label, and there is no restocking fee. Yes, that includes the chicken-feet gag socks that were “not funny after all”. Please wait for the label before posting anything. The process is explained on Returns and Exchanges.

Refund question (subject: Refund question)

• Order number.
• The date you sent the return.
• Whether you would prefer store credit instead of a refund.

Refunds go to the original payment method within 7 days of us receiving the return. Store credit is available on request and never expires. See the Refund Policy.

Group order request (subject: Group order request)

• The product or products you have in mind.
• How many pairs, and the size of each pair.
• Names, roles or dates to print, as a list.
• The date of the event, and the shipping country.

Wedding parties are the classic case. Groomsmen socks come in packs of 1, 3 or 6 pairs, with a name, role and date on each. Send the ticket a few weeks before the wedding so there is a comfortable buffer: processing and transit together can reach 17 business days. Office teams buying retirement or birthday socks, and families matching for a reunion photo, can use the same ticket.

Other question (subject: Other question)

• Your question, as clearly as you can put it.
• The product name or link, if it is about a product.
• Your order number, if it is about an order.

Questions before ordering are very welcome. Will a group photo work? Can I use two pets on one pair? Which size for a teenager? Ask before you buy, because we print exactly what the notes say and there is no proof step.

Three tickets that worked first time

Real-life tickets come in all shapes. These three examples show how little it takes to give us everything we need.

The Secret Santa deadline

Subject: Delivery question. “Hi, order 1234, dog face pattern socks in Men’s, shipping to Ohio. Our office Secret Santa swap is on December 18. I ordered on November 25. Will it make it?” With the order number, country, order date and event date in four lines, we can check the order and reply with a straight answer in one go. If the timing is tight, we will say so honestly, because we cannot guarantee a delivery date.

The gift going straight to Grandma

Subject: Change my order. “Order 5678. I just realised I put my own address in by mistake. These are a gift for my grandmother in Canada, please ship to her instead: full name, street, city, province, postal code. Please keep the emails coming to me.” Sent within 24 hours of ordering, that is an easy fix. Sending a gift to someone else’s address is completely fine; just put their address in the shipping fields at checkout next time, and your own email, so the surprise stays a surprise.

The family pack with three sizes

Subject: Change my order. “Order 9012, family names crew socks, 4 pairs. I forgot to say who gets which size. Kids: Mia and Leo. Women’s: Anna. Men’s: Tom.” If you buy a pack that mixes Kids, Women’s and Men’s pairs, the order notes are where the size list belongs. Forgot it at checkout? A quick ticket within the 24-hour window sorts it out.

What happens after you press send

1. Your email arrives. It lands in our support inbox with the subject you chose, which tells us at a glance what kind of help you need.
2. We read it and check your order. We look up the order number, your order notes and any links you sent.
3. We reply within 24 hours on business days. The reply comes from support@sockjoy.shop to the address you wrote from.
4. We may ask one follow-up question. For example, a working photo link or which pair a change belongs to. Reply in the same thread.
5. We confirm what was done. A change made, a return label sent, a refund issued, or a clear answer to your question.

If you do not see a reply after a full business day, look in your spam or promotions folder first. Then reply to your own sent email, so the thread stays in one place.

Please leave these out

We will never ask you for a card number, bank details, a password or a one-time code, and you should never put them in a ticket. Payment happens only at checkout. If anyone asks for those details while saying they are from Sock Joy, do not reply; forward the message to us instead.

Photos you send are used to make your socks and nothing else, and we delete customer photos 30 days after delivery. Please only send photos you have permission to use. We cannot print celebrities, team logos or licensed characters; our Intellectual Property Policy explains why, and the Privacy Policy covers how we handle what you send.

A gentle note on memorial tickets

Some tickets are about socks that remember a pet. If you are writing about a memorial pair, there is no rush and no wrong way to ask. Tell us the name and any years exactly as you would like them, and ask us anything you are unsure about. We will reply carefully and plainly.

Other ways to find an answer

Many questions are answered before you need a ticket. The FAQs cover photos, sizes, timing and returns. The Help Center groups every support page by topic. The Size Guide helps with Kids, Women’s and Men’s, and Shipping and Delivery covers countries and timings in detail.

And if you would rather just write a normal email, that works too. Send it to support@sockjoy.shop and we will reply within 24 hours on business days. The Contact Us page has a few more tips on writing a message that gets solved in one go.