Returns & Refunds
Our Gift-Worthy Guarantee 💙
We want you to love your order — and feel proud giving it as a gift.
If something's not right, we'll make it right. No runaround. No guilt trips. Just great service.
Here's everything you need to know about returns, refunds, and how we handle problems.
THE GUARANTEE SECTION
What we promise:
✅ Arrives damaged or wrong? We'll send a replacement for free — no need to return anything.
✅ Quality doesn't meet expectations? Full refund. Keep the socks (or pass them to someone who'll enjoy them).
✅ Changed your mind? Contact us within 30 days and we'll work with you.
✅ Not gift-worthy? If you're not proud to give it, we've failed. Let us make it right.
Bottom line: Your satisfaction matters more than a sale. We mean that.
HOW TO START A RETURN/REFUND
Something's not right? Here's what to do:
Step 1: Contact us within 30 days of receiving your order
Step 2: Tell us what happened:
- Damaged packaging?
- Wrong item sent?
- Quality issue?
- Just not what you expected?
Step 3: We'll handle it from there — usually within a few hours.
In most cases, we won't even ask you to send it back. We'll just fix the problem.
SPECIFIC SCENARIOS
📦 My package arrived damaged
Oh no! We pack everything carefully, but sometimes shipping carriers aren't gentle.
What to do:
Contact us immediately with a photo of the damage, and we'll send you a replacement right away — often with upgraded shipping.
Do I need to return the damaged item?
Nope. Keep it. We'll send a new one.
You shouldn't have to give a damaged gift. Period.
❌ I received the wrong product
Our mistake — and we're really sorry!
What to do:
Contact us with your order number and a quick photo of what you received.
We'll ship the correct item to you immediately.
🤔 The quality isn't what I expected
We get it — sometimes products don't match expectations, even with good photos.
What to do:
Contact us and let us know what disappointed you (this feedback actually helps us improve).
We'll issue a full refund — no return needed. You can keep the socks or pass them along to someone who might enjoy them.
💭 I changed my mind / ordered the wrong thing
It happens!
What to do:
Contact us within 30 days and we'll work with you.
If the item is unused and in original packaging:
We'll arrange a return and issue a refund once we receive it back (you'd cover return shipping).
If you've opened it but haven't worn it:
Let's chat — we'll find a solution that works.
If you've already given it as a gift and they didn't like it:
Reach out anyway. We'll figure something out.
🎁 The recipient didn't like it
Rare, but it happens — not every gift lands perfectly.
What to do:
Contact us and tell us what went wrong.
We can:
- Exchange it for a different design
- Issue a refund
- Offer store credit for a future order
Your goal was to make them smile. If we didn't help you do that, let's fix it.
REFUND DETAILS
How long do refunds take?
Once we approve your refund (usually same day), it processes within:
- Credit/debit cards: 5-10 business days
- PayPal: 3-5 business days
The timing depends on your bank — we send it right away, but they take their time processing it.
You'll get an email confirmation as soon as we process the refund on our end.
Will I get refunded for shipping costs?
If the issue was our fault (damaged, wrong item, quality issue):
✅ Yes — full refund including original shipping
If you changed your mind:
We'll refund the product cost, but original shipping fees are non-refundable (this is standard across eCommerce)
RETURN SHIPPING
Do I need to return the item?
In most cases: NO.
If your order arrived damaged or wrong — keep it. We'll just send a replacement or refund you.
The only time we'd ask for a return:
If you changed your mind and want a refund for an unused item in original packaging.
How do I return something?
Step 1: Contact us and we'll send you return instructions + a return address
Step 2: Pack it securely (ideally in the original packaging)
Step 3: Ship it back to us with tracking (it must be a tracked service so you can prove it was sent)
Step 4: Once we receive it, we'll process your refund within 2 business days
You're responsible for return shipping costs unless the error was ours.
What's your return address?
We'll provide the return address when you contact us — it may vary depending on your location (to save you shipping costs).
Don't send anything back without contacting us first — we need to issue you a return authorization so we know to expect it.
WHAT CAN'T BE RETURNED
Items we can't accept back:
❌ Worn or washed socks (for hygiene reasons)
❌ Items without tags/packaging (if it's a change-of-mind return)
❌ Sale/clearance items marked as "final sale" (these are noted clearly at purchase)
BUT: Even for these items, if there's a quality issue or defect, contact us — we'll still make it right.
EXCHANGES
Can I exchange for a different design?
We don't have a formal exchange process, but here's what we can do:
Option 1: Order the new item now, return the old one
This is fastest — you order what you want now, then return the other item for a refund
Option 2: Contact us first
Reach out and we'll figure out the best solution together (maybe we can send the new item first if timing is tight)
We're flexible. Our goal is to get you what you actually want.
TIMING & DEADLINES
How long do I have to return something?
30 days from delivery date if in perfect condition and never used.
After that, we can't accept returns — but if there's a quality issue or defect, contact us anyway. We'll see what we can do.
FAULTY/DEFECTIVE ITEMS
What if my socks fall apart or have a defect?
That should NEVER happen — but if it does, we want to know.
Contact us even if it's been months since you bought them. If there's a manufacturing defect, we'll replace them or refund you.
We stand behind our products, no matter how much time has passed.
MISSING ITEMS FROM ORDER
I'm missing items from my order
Yikes — that's on us.
Contact us immediately with your order number and what's missing.
We'll send the missing items right away (with faster shipping as an apology), and throw in a discount code for your next order.
Mistakes happen, but we'll make it right every time.
LOST IN TRANSIT
My order never arrived
Check your tracking first (track page) — sometimes it shows delivered before it actually arrives (carriers are weird like that).
If it's been 48 hours since "delivered" and it's nowhere to be found:
Contact us and we'll:
- Open a claim with the carrier
- Check with your local post office
- Send a replacement if we can't locate it
We'll make sure you get your order — one way or another.
INTERNATIONAL RETURNS
I'm outside the US/EU — can I still return?
Yes, but international return shipping can be expensive (sometimes more than the product cost).
Here's what we recommend:
For damaged/wrong items:
Don't return it — we'll just send a replacement or refund you. Keep or donate the original.
For change-of-mind returns:
Contact us first and let's talk. Return shipping might cost more than the refund is worth, so we'll work out the best solution together (maybe store credit, partial refund without return, etc.)
We're reasonable humans. Let's find a solution that makes sense.
REFUND TO DIFFERENT PAYMENT METHOD
Can I get refunded to a different card/account?
For security reasons, refunds must go back to the original payment method.
Exception: If your original card is lost/expired/closed, contact us and we can usually work something out (like PayPal, store credit, or manual bank transfer).
CLOSING SECTION
Still have questions?
Returns and refunds can feel complicated — but they don't have to be.
If anything about your order isn't right, just contact us and we'll handle it. We're real humans who genuinely care about making this right.
Email: hello@notjustsox.com
Response time: Usually within 4 hours (24 hours on weekends)
Remember: Your satisfaction matters more than a sale. Always.