We have received a number of inquiries since SOXS.co went on sale in 2015. We have listed the most frequently asked questions here. Do you have any other questions that are not answered here? Do not hesitate and please contact us.
You can contact us at +31 6 142 88 189 or send an E-Mail to email@example.com .
We are open from Monday till Friday from 9 a.m till 5 p.m.
Orders & Shipments
If you order in the weekend, we will send your order the next working day.
You can assume the following delivery times
1-2 working days
Belgium and Germany
1-3 working days
All other EU-Countries and UK
2-4 working days
Outside the EU
3-10 working days
SOXS.co sends all orders as fast as possible.
Please contact us. We will try to clarify the matter as soon as possible.
When you have placed an order, you will always receive a confirmation by E-Mail.
After your SOXS order has been shipped, you will receive a shipping confirmation from our delivery service with the corresponding T&T code.
Of course! That’s no problem at all. There will be an option in the ordering menu in which you can indicate this.
Yes. As soon as your order has been shipped, you will receive an email with a tracking number.
A pair of SOXS wool socks or a DUO box will fit through a standard mailbox slot.
If the mailbox is too small and the parcel cannot be delivered, the deliverer will take the parcel back. The parcel will be offered again by the delivery service within 72 hours. Two or more packages do not fit through the mailbox slot and will be delivered as a package.
SOXS.co delivers to all countries in the world.
If this is the case, please contact us and be sure to have your order number. We will try to clarify the matter as soon as possible.
Free shipping from a value discount
Belgium and Germany
All other EU-Countries and UK
Outside of the EU
The member states of the European Union are: Belgium, Bulgaria, Cyprus, Denmark, Germany, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Czech Republic and Sweden.
Our delivery service delivers the packages (two or more pairs of socks) on week days and saturdays. Mailbox sized parcels are only delivered during the week. SOXS.co does everything to deliver the orders in time. We are not liable for disruptions in the delivery process.
This depends on the voucher. For some discount promotions, it is not possible to use free shipping or to combine it with a free shipping voucher.
It is currently not possible to redeem a gift voucher in parts.
Returns and exchanges
Please note that we do not accept any liability for the return of any returned items. Pack your return item carefully, if possible in the original packaging, and register your return using our return form. We recommend that you send your return through a shipping company with a T&T code. We are not responsible for any items lost in return.
9304 VX Assen
After acceptance of the returned goods, the purchase price will be refunded within 14 days. The value of any undamaged, correctly returned items, will be credited to the original buyer’s credit card or bank account. For more information, please contact us.
First of all, we apologize! Unfortunately, mistakes in our dispatch center could have been made and this could have led to you receiving the wrong products. In this case, please contact our customer service. We want to resolve the problem as quickly as possible!
Go to the order page and register the return process. Send your SOXS– item back, together with the delivery note. If the returned items are in their original condition, we will send you the new items as soon as possible. On average this takes 1-2 working days.
PLEASE NOTE: If the return request has not been made through the website, the exchange will not be processed.
If the number of new items is higher than the original order, you will receive an additional invoice for the new delivery. If the value of the goods is lower than the original order, we will refund you the difference.
You have the right to return your order for up to 30 days without giving a reason. We would like to receive the product back within 14 days of withdrawal. You will then receive the full purchase amount including shipping costs. You are only responsible for the costs of returning the product from home to the webshop.
If you use your withdrawal, the following return conditions apply:
The article is in the original packaging (as far as possible)
The SOXS-articles were not worn and the label is still attached (where possible)
The article is still in its original condition.
Items that you cannot return are:
Do you prefer another product? Please contact us and we will ensure that you receive the desired SOXS quickly at home on your mat!
Payments and Taxes
There is no customs duty for consumers within the EU. Outside of the EU the customs duty may have to be paid separatly. Customs policies vary from country to country. Please contact your local customs office for more information.
To ensure fast delivery, you pay government customs duties and taxes outside of the EU.
All confidential information and credit card information you provide is processed using Secure Socket Layer (SSL) technology. This technology encrypts your information before it is sent to us. In this way, the information is protected against unauthorized use. In addition to SSL encryption, Molly uses 3-D Secure payment for credit cards. This 3-D Secure is an additional step when placing an order for your security in online credit card transactions. You are protected against misuse of your credit card number because your identity is checked, with the information on your credit card before the internet transaction. We take all possible measures to ensure that our business partners, with whom we pass the data on, protect your data adequately.
If you want to exchange or return a damaged item, we ask you to start the return process on your order page. Damaged items will only be accepted if they have been deliverd to the customer damaged or if a production defect occurs within 12 months of delivery. All damaged returns will be checked. Products that have been rejected and we believe the damage is due to normal wear and tear, or failure to follow the washing instructions will not be accepted as damage.
We did our best to make a beautiful and durable product. It’s in your hands now: the better you take care of it, the longer you’ll enjoy it!
We strive to make a quality product. If the product has a manufacturing defect, we offer a one-year guarantee from the date of purchase. Normal wear and tear or washing that is not specified in the washing instructions is excluded from this guarantee. If there is something wrong with the item, please let us know as soon as possible.
Read instructions carefully for long durability and functionality of your SOXS:
Always follow the instructions on the back of the packaging!
Use a detergent made specifically for wool and silk.
Use a wool or delicates program on your washing machine.
Set the correct temperature on your washing machine.
You should use lukewarm water for hand washing.
To dry, lay the woolen soxs flat on a towel on the clothes horse or hang them up. Please don’t leave them in the sun! Do not soak the socks too long before washing (max. 5 min)
Never use bleach!
Never wring out the woolen items to remove excess water.
Do not dry the wool products in a normal clothes dryer!
Don’t iron your socks!
Avoid high temperatures and any form of friction to prevent lint build-up.
Wool is characterized by a number of special properties and is therefore almost completely self-cleaning. The protein in wool neutralizes odors and pollutants from sweat. Bacteria have less chance of development and cannot develop unpleasant odors. Wool contains wool fat (lanolin). This means that water and dirt cannot penetrate a fiber. Wool is even dirt-repellent! Washing is therefore not always necessary. Shaking something out and ventilating well outdoors can work wonders.
Wool is a delicate natural material. Synthetic detergents and fabric softeners damage the natural fibers of wool. The result is shrinking and / or felting of the wool. For stubborn stains, we recommend pre-treatment, e.g. with ox gall soap. Gently massage the stains and let the soap sit for a few minutes.
Then prepare lukewarm soapy water (max. 30 C) with a small dash of wool detergent. In this case, washing is best done with a squeezing motion and not rubbing. By rubbing you will destroy the wool fabric. Then rinse the socks with lukewarm water, but never let them soak for more than 5 minutes.
Never use a tumble dryer as this drying process will damage the fiber structure. As a result, your enjoyment of the SOXS.co socks would be very clouded.
The SOXS products can best be dried in the correct shape on a towel. Avoid direct sunlight, as wool is not sun-resistant when it is wet.
Nowadays all modern washing machines have a “wool wash program” at 30 ° C. The wool washing program slowly increases the temperature curve. This prevents the wool from being “shocked” and shrinking. The spin speed is lower than with a normal wash program so that the SOXS do not have to be wrung out. In addition, the special washing program is shorter.
Although we advise you to use full washing machine drums to save energy, this is not recommended for wool laundry. Wool needs more water. A half-full drum is ideal!
Verwende nur einen kleinen Schuss Wollwaschmittel, um die Fasern zu konservieren. Verwende niemals Weichspüler oder synthetische Reinigungsmittel! Das würde die Lebensdauer der Socken von SOXS erheblich verkürzen.
Use just a small dash of wool detergent to preserve the fibers. Never use fabric softener or synthetic detergents! That would shorten the life of SOXS socks considerably.
Never put the woolen clothes in the dryer! It is best to dry the woolen laundry in the correct shape on a towel. Avoid direct sunlight, as wool is not sun-resistant when it is wet.
Wool & sizes
We have extensively tested whether European wool is suitable for these socks. Unfortunately, the ecological climate is not suitable for using sheep’s wool from Europe. The use of European wool would affect the quality of the socks.
SOXS.co has a standard size for women (37-41) and men (42-47). If your feet are a little longer or shorter, we have a small and an XL version in the most popular colors for you. You can click on this link if the “one-size” size is too big (S) or too small (XL) for you.
The wool for your SOXS socks comes from sheep that are animal-friendly shorn in New Zealand. The guidelines of the International Wool Textile Organization (IWTO) for animal welfare and sustainability are extremely important to us.
We recommend that you first send complaints to firstname.lastname@example.org by E-Mail.
If that does not lead to a solution, it is possible to report your dispute to the WebwinkelKeur Foundation for mediation. Since February 15, 2016, consumers in the EU can also submit complaints via the European Commission’s OS platform. You can find this OS platform at http://ec.europa.eu/odr. If your complaint has not yet been examined elsewhere, you can also submit your complaint via the European Union platform.
Any other questions?
At the bottom of the newsletter, you have the option to unsubscribe from the newsletter.
If a certain item is out of stock, you can register for that product on the waiting list. As soon as the goods are available again, you will receive an email from us!
Personal data are treated confidentially and are not sold or rented. In order to register at SOXS.co, we need your name, as well as your email address, gender, and telephone number. To process your online order, we need your billing address, delivery address, and payment details. This information may be shared with a payment service provider in order to check your order.
Version 2,0 - On 07-05-2017 this page has been updated.
During the processing we conform to the requirements of the applicable data protection legislation. This means we:
- clearly specify our purposes before we process personal data, by using this Privacy Statement; - limit our collection of personal data to only the personal data needed for legitimate purposes; - first ask for explicit permission to process your personal data in cases where your permission is required; - take appropriate security measures to protect your personal data and we demand the same from parties who process personal data on our behalf; - respect your right to inspect, correct or delete your personal data held by us.
SOXS.co is the party responsible for all data processing. In this privacy statement, we will explain which personal data we collect and for which purposes. We recommend that you read it carefully.
Registration Certain features of our service require you to register beforehand. You will have to provide some information about yourself and choose a username and password for the account that we will set up for you.
For this purpose, we use your email address and wachtwoord.We do this on the basis of your consent. We store this information until you close your account.
We will retain this data so that you do not have to re-enter it every time you visit our website, and in order to contact you in connection with the execution of the agreement, invoicing and payment, and to provide an overview of the products and services you have purchased from us.
Providing to Third Parties We collaborate with other organisations, that may receive your personal data.
Handling your order We will use your personal data when handling your order. We may share your data with the delivery service to have your order delivered. We may also obtain information on your payment from your bank or credit card company.
For this purpose, we use your name and address details, phone number, invoice address, payment details and bedrijfsnaam.The law requires us to do this. We store this information until your order has been completed and seven years thereafter (the legal retention period).
Providing to Third Parties We collaborate with other organisations, that may receive your personal data.
Contact Form and Newsletter You can use our contact form to ask or questions or make any request.
For this purpose, we use your phone number, email address, name and surname. We do this on the basis of your consent. We store this information until we are sure that you are satisfied with our response.
We have a newsletter to inform those interested of our products and/or services. Each newsletter contains a link with which to unsubscribe from our newsletter. You can also use your account to do this. Your e-mail address is added to the list of subscribers, only with your permission. We store this information for three months after you cancelled your subscription.
Promotion Other than the advertisements on the website, we can inform you about new products or services:
- by e-mail - via social media
You can object at all times against this promotional communication. Every e-mail contains a cancellation link. On social media, you can block us or use the cancellation option. You can also inform us through your account.
Publication We will not publish your customer data.
Advertisements Our web shop shows advertisements. We do not publish these ourselves, but we collaborate with advertising companies. These companies keep track of what you like, and use that information to only show or make nice or interesting advertisement or offers in the future.
Providing Data to Third Parties Except for the parties mentioned above, we do not under any circumstance provide your personal data to other companies or organisations, unless we are required so by law (for example, when the police demands access to personal data in case of a suspected crime).
Our website features social media buttons. These buttons are used by the providers of these services to collect your personal data.
Statistics We keep statistics on the use of our web shop
The first time you visit our web shop, we will show you a notification explaining our cookies and ask for your permission for the use of these cookies.
Google Analytics We use Google Analytics to track visitors on our website and to get reports about how visitors use the website. We accepted the data processing agreement from Google. We do allow Google to use information obtained by Analytics for other Google services, and we don't anonymize the IP-adresses.
Security We take security measures to reduce misuse of and unauthorised access to personal data. We take the following measures in particular:
- Access to personal data requires the use of a user name and password - Access to personal data requires the use of a user name and login token - After receipt, the data will be stored in a separate system - We take physical measures to protect access to the systems in which the personal data is stored - We make use of secure connections (Secure Sockets Layer of SSL) to encrypt all information between you and our website when entering your personal data - We keep logs of all requests for personal data - We are ISO 27001 certified
Changes to this Privacy Statement We reserve the right to modify this statement. We recommend that you consult this statement on a regular basis, so that you remain informed of any changes.
You have the following right:
- Being informed on which personal data we have and what we are using it for; - Inspection of the personal data that we keep from you; - Having incorrect data corrected; - Request to delete outdated personal data; - Revoke your consent; - Object to certain uses.
Please note that you always make clear who you are, so that we can assure that we do not modify or remove the data from the wrong person.
Complaints If you think that we are not helping you in the right way, you have the right to lodge a complaint at the authority. For The Netherlands, this is the Autoriteit Persoonsgegevens.