Cart is empty Return & Exchange Policy
We understand that buying socks online is not quite the same as checking them in person. If something is not right with your order, we want the return or exchange process to be clear, fair and straightforward.
How returns work
If you have changed your mind about an order, selected the wrong style or simply do not want to keep an item, you can normally ask to return it within 14 calendar days of receiving your order.
For a standard change-of-mind return, the item should be unused, unworn and in its original saleable condition. Socks that have been worn or washed cannot normally be accepted as a change-of-mind return.
The first eligible return is shipped back at no extra shipping cost. Any later return request is considered according to the individual circumstances.
When a refund is available
A refund can normally be arranged when the returned item meets the relevant return conditions. The main situations are set out below.
What the item needs to look like
For a normal change-of-mind return, please send the item back in substantially the same condition in which it was received.
- The socks must be unused and unworn.
- The socks must not have been washed, cleaned, altered or repaired.
- The original product packaging should be included where reasonably possible.
- Product labels, packaging information and other included items should be kept with the product where applicable.
- The item should not have marks, stains, odours, damage or other signs resulting from use.
- The return should contain the correct product and the relevant order information.
We do not expect customers to keep packaging in perfect condition simply to exercise a valid return right. However, where packaging forms part of the product presentation or is needed to identify the item, please include it where you reasonably can.
What we can and cannot accept
- Unused and unworn items returned within the applicable 14-calendar-day period.
- Items that are materially different from the order placed.
- Items that arrive damaged and the damage is reported with enough information for us to review it.
- Items with a genuine fault that was present independently of normal customer use or care.
- Items missing from an otherwise completed order where the order information confirms the omission.
- Eligible items accepted following an agreed return arrangement.
- Socks that have been worn or washed where the return is simply a change of mind.
- Items altered, repaired or modified after delivery.
- Items damaged through misuse, unsuitable washing or care, accidental damage or ordinary wear.
- Items returned outside the applicable return period without an agreed reason for the delay.
- Items returned without enough information for us to identify the order after reasonable attempts to clarify it.
- A second or later change-of-mind return is not automatically covered by free return shipping.
A return being outside the normal conditions does not remove any rights that apply where an item is genuinely faulty, damaged, incorrect or otherwise covered by applicable consumer law.
Why worn items are treated differently
Socks are personal-use clothing. For that reason, we need to keep returned items in a condition that allows them to be handled appropriately.
If you are returning an item because you changed your mind, please do not wear or wash it before sending it back.
Where a product has a genuine fault or arrived damaged, please contact us even if the normal change-of-mind condition does not apply. Fault-related rights are considered separately.
If you simply do not want it
That is fine. If you have changed your mind, you can normally ask for a return within 14 calendar days after delivery, provided the item is eligible for return.
Once the return has been accepted, the item should normally be sent back within 14 calendar days of the return request being confirmed.
The first eligible change-of-mind return is covered by us for return shipping. Later requests are reviewed individually.
When there is a problem with the product
If the item arrives damaged, is faulty, is the wrong product or something is missing from the order, please contact us as soon as reasonably possible.
We may ask for the order details and a clear description of the issue. For delivery damage or an item that does not match the order, reasonable photographs may also help us understand what happened.
Depending on the circumstances, we may offer a replacement, exchange or refund. The appropriate solution will depend on the nature of the issue and the rights that apply to the particular order.
If something appears wrong when you receive it, let us know before washing, repairing or modifying it. This gives us a fair chance to understand the original condition of the item and arrange the appropriate next step.
A straightforward process
Please contact us using the order information available to you so that we can identify the purchase and keep the process moving without unnecessary back-and-forth.
We cover the first one
The first eligible return or exchange for an order is covered by CUSTOM HOME SOCKS for shipping.
This applies whether the first eligible request is a return for a refund or an exchange for another available item.
If a customer makes another separate return or exchange request after the first one, shipping is not automatically free. We will review the circumstances and confirm the arrangement before the later return proceeds.
Changing to another item
If you would prefer another size, colour or available style, an eligible item may be exchanged instead of refunded.
The replacement depends on current availability. If the requested replacement is unavailable, we will discuss the available alternative, including a refund where appropriate.
The first eligible exchange includes shipping at no extra cost. Later exchanges are considered according to the circumstances.
When the money comes back
Once a refund is approved, we arrange it without unnecessary delay. For a standard cancellation or change-of-mind return, the refund will normally be made within 14 calendar days in accordance with the applicable consumer rules.
Where the returned goods have been received, the refund period is counted in line with the applicable requirements. Where an eligible return has been sent back but has not yet arrived, reasonable evidence that the goods have been sent may also be relevant.
The exact time the refund appears in an account can depend on the bank or payment service used for the original transaction. Once we have confirmed that the refund has been sent, any remaining delay may therefore be outside our direct control.
Refund amount
For an eligible full cancellation, the refund will normally cover the amount paid for the returned goods and the applicable original standard delivery charge where required by law.
Where a customer selected a more expensive delivery option than the least expensive standard delivery option we offered, the additional amount may not be refundable where the applicable rules allow this.
Where an item has been handled beyond what is reasonably necessary to check its nature, characteristics or fit, any permitted reduction in value will be considered in accordance with applicable consumer law.
Who pays for return shipping
The first eligible return or exchange is shipped at no extra cost to the customer.
For later change-of-mind returns or exchanges, the shipping arrangement will be considered before the return is made.
Where an item is faulty, damaged, incorrect or otherwise requires a remedy under applicable consumer law, the appropriate shipping arrangement will be handled according to the circumstances and the rights that apply.
When a return may be declined
A return may not be accepted as a normal change-of-mind return where one or more of the following applies:
- The socks have been worn or washed.
- The product has been altered, repaired or materially changed after delivery.
- The item has been damaged through use, unsuitable care or accidental damage.
- The applicable 14-day cancellation period has passed and there is no separate reason giving rise to a return right.
- The customer has already completed a previous return or exchange for the same order and is requesting another change-of-mind return without an applicable reason.
- The item cannot reasonably be identified as belonging to the relevant order after reasonable attempts to establish the order details.
If an item is faulty, damaged on arrival, incorrect or otherwise does not meet the standards required by applicable consumer law, please contact us. Those situations are considered separately from a normal change-of-mind return.
A fair policy also needs a little flexibility
We use the conditions above to keep returns consistent, but we also understand that every order is not identical. If something unusual has happened, we will look at the actual circumstances rather than treating every situation as exactly the same.
Delivery estimates, replacement availability and processing times can sometimes be affected by circumstances outside our direct control. This can include delivery-service delays, temporary availability changes, technical processing delays or other circumstances that could not reasonably have been avoided.
We cannot accept responsibility for delays caused solely by circumstances outside our reasonable control. This does not affect any statutory rights or remedies that cannot lawfully be excluded or restricted.
Nothing in this policy is intended to reduce or remove any consumer rights that apply under the laws governing the purchase. Where a legal right gives a customer a remedy that is different from the standard process described here, the applicable legal right will continue to apply.
After a refund is approved
Once a refund has been processed, we retain the relevant order and transaction information for the period required for ordinary business records.
If the amount does not appear after the normal bank processing period, please contact us so that we can check the refund status against the order record.
Contact details
Returns should feel straightforward.
If the item is eligible, tell us within the applicable period, send it back in the required condition, and we will take care of the next step. The first eligible return or exchange is covered for shipping, and approved refunds are normally processed within the applicable 14-day period, with additional bank processing time sometimes needed before the funds appear.