FAQ

Since 2015, when we sold our first SOXS, we received many questions. In this page, we summarized the most frequent questions for you. Do you still have any questions and they have not been answered up here? Do not hesitate and ask us!

Contact

How can I contact customer service?

You can WhatsApp us on +31 6 142 88 189 or send us an e-mail to webshop@soxs.co
Our customer service is available from Monday to Friday from 9 am to 5 pm.

Orders & Shipping

Can I track my order?

Once your order has been shipped, you will receive an e-mail from us with a tracking number.

Do you order before 16:00?

Your order will be shipped the same day.
Do you order on weekends? Then we send the order the next working day.

You can hang on the following delivery times:

The Netherlands:                 1 – 2 business days
Belgium and Germany:      1 – 3 business days
Rest of the EU:                     2 – 4 business days
Outside the EU:                   3 – 10 business days

Have you been waiting for your order for a long time?

Please contact us and mention your order number. Then we try to solve it immediately.

How long does it take before my order is delivered?

SOXS.co sends all orders as quickly as possible.

To which countries does SOXS.co ship to?

SOXS.co ships to all countries worldwide.

When do I pay no shipping costs?
Country Free shipping
at order amount after discount
Shipping Costs
The Netherlands   ≥€25.00 €2.95
Belgium and Germany   ≥€50.00 €4.95
Remnant EU   ≥€75.00 €14.95
Outside the EU   ≥€100.00 €29.95

Member of the States of the European Union are: Belgium, Bulgaria, Cyprus, Denmark, Germany, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Slovenia , Slovakia, Spain, the Czech Republic, the United Kingdom and Sweden.

Returning & Exchanging

How does the refund work?

After acceptance of the returned product, the purchase amount will be refunded within 14 days. The amount of all undamaged and correctly returned items will be credited to the credit card or bank account of the original buyer. For more information, please contact one of our employees.

I have received a wrong product, what to do?

First of all, our apologies! Unfortunately, it can ever happen that a mistake has been made in our warehouse and that we have sent you the wrong products. In that case, please contact our customer service. We ensure that it is solved quickly!

Liability return shipments

Please note that we accept no liability for the shipment of the returned items. Pack your return item carefully, if possible in its original packaging, and attach a fully completed return form. We recommend sending your return via a carrier with T & T code. We do not accept responsibility for items lost during the return shipment.

The address for return shipment

SOXS.co
FTAO return shipments
Pottenbakkerstraat 28
9304 VX Assen
The Netherlands

Payments & Tax

Is the payment process safe?

All sensitive and credit card information you provide is processed via Secure Socket Layer (SSL) technology. This technology encrypts your information before it is sent to us. The information is protected against unauthorized use. In addition to SSL encryption, Molly uses 3-D Secure payment with credit cards. This 3-D Secure is an extra step that is meant for your safety while placing your order. You will be protected against misuse of your credit card number. Before the internet payment with your credit card is approved you need to identify yourself. We take all possible measures to ensure that our business partners, to whom we pass on data, adequately protect your data.

What are the customs duties for my order?

No customs duties will be charged to consumers within the EU. Outside the EU, it may be that it must be paid separately. The customs policy differs per country. Contact your local customs office for more information.

To ensure fast delivery outside the EU, customs fees and taxes imposed by the government are paid by you.

Warranty

Gives SOXS.co warranty on items?

We have done our best to make a beautiful and sustainable product. It is now in your hands: the better you take care of it, the longer you will enjoy it!

We strive to make a quality product. If the product shows a manufacturing defect, we offer a one-year warranty from the date of purchase. Normal wear or washing other than in the washing instructions is excluded from this warranty. If something is not in order with the article, please let us know as soon as possible.

Washing Instructions

Caring for your favourite wool SOXS

– Always follow the instructions on the back of the package!
– Use special detergent for wool and silk.
– Use a wool wash or delicate wash program!
– Set the correct temperature on your washing machine. You should use lukewarm water for hand washing;
– After drying, place the SOXS flat on a towel on a laundry rack or hang it up, do not leave it in the sun.
– Do not soak the items for too long during a hand wash (max 5 minutes);
– Never use bleach!
– Never wring out the items to get rid of excess water;
– Do not dry the items in a regular tumble dryer!
– Do not iron the items!
– Avoid high temperatures and any form of friction to prevent pills;

We have done our best to make a beautiful product. It is now in your hands. The better you take care of your SOXS, the longer you will enjoy it.

Wool & Sizes

Why does not the wool come from Europe?

We have extensively tested whether the wool from Europe is also suitable for these socks. Unfortunately, the ecological climate is not suitable for using the wool of the sheep from Europe. This would be at the expense of the quality of the socks.

Complaints

Where can I go if I have a complaint?

We recommend that you first report your complaint to us. You can do this by emailing us at webshop@soxs.co. We love to help you and search together for a solution!

If this does not lead to a solution, then it is possible to register your dispute for mediation via Stichting WebwinkelKeur. From 15 February 2016 on, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. You can find this ODR platform at http://ec.europa.eu/odr. If your complaint is not yet under consideration elsewhere, you are free to deposit your complaint via the European Union platform.

Other Questions

How do I unsubscribe from the SOXS newsletter?

At the bottom of each newsletter, you have an option to unsubscribe from the newsletter.

How is my personal data protected?

We treat your personal data confidentially and we don’t sell or rent it to third parties. To register with SOXS.co we need your name, email address, gender, and phone number. To process your online order we need your billing address, shipping address and payment details. If necessary, we have to share this information with our payment partner to check your order.

SOXS complies with the GDPR directive. You can find our privacy policy up here!

Is your favourite colour out of stock?
When a certain item is not in stock you can register on the waiting list for this product. As soon as this is available again, you will receive an e-mail from us!

NEED HELP OR ADVICE?

Please contact our customer service. A team of experts is at your service and would love to answer all your questions. SOXS are made with just as much love as the socks your grandmother used to knit for you, except ours do not itch. That is because of the super soft wool from New Zealand sheep. Soxs are wonderfully warm, all natural, and manufactured sustainable with respect for the animals.

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