Frequently Asked Questions

PRODUCT INFORMATION

Why SOCTOPUS?

SOCTOPUS is a name that evokes our passion and quality standards. Creating great socks is a craft, and we love what we do.

Which size best fits me?

Our SOCTOPUS designs come in two different sizes that will fit most (adult) humans:

UK 4-8  EUR 37-42 USA 6-10
UK 9-12  EUR 43-46 USA 10-13

 

Where are your socks made?

Our socks are inspired in Brighton, United Kingdom, and are manufactured in China. 

 

How do I care for my socks?

That's right, you’re supposed to wash your socks - that’s probably where that smell is coming from! All of our socks can be cared for by machine washing them inside out in cold water without bleach, and avoid the tumble dryer! Wash dark colours separately. Do not use chlorine or chlorine based detergent. Please remove barb with scissors.

 

 

ORDERS AND PAYMENTS

Can I place a phone order?

Not at the moment, but feel free to call us with any queries or questions on 01273 073154.


What forms of payment do you accept?

We accept Visa, MasterCard, Maestro, American Express, Apple Pay, Google Pay.

 

Can I cancel or modify my order before it ships?

Unfortunately, we are unable to make changes once an order has been submitted. However, if you would like to cancel your order, please contact us before 12 pm, on the day following your order placement.

 

Do you offer any promotions?

We do occasionally run promotions, and you can be the first to know by signing up for our mailing list. We love to reward our newsletter subscribers, so we highly recommend signing up! Don’t worry...we won’t spam you. Nobody likes that.

 

What should I do if I don’t receive my order or shipping confirmation?

First things first – check your email’s spam folder. If you still can’t find your confirmation, please reach out to us via email or phone.


I received my order and it’s not correct! What do I do?

We’re so sorry to hear that! Please reach out via phone or email within 10 days of receiving your order, if you notice a mistake. Once the incorrect product is received back to us, we will send you the correct merchandise or refund you, whichever you prefer.

 

SHIPPING INFORMATION 

What shipping options do you offer?

Royal Mail Second Class (4-7 business days), Royal Mail Tracked 48 (2-4 business days) - England and Wales only, 1-3 days for orders to Scotland and Northern Ireland. We now also ship internationally! For more information, please check out our shipping details page.

 

 


How do I qualify for Free UK Shipping?

Spend over £7.99 and your shipping will be on us!

For orders between £8-£20, shipping will be Royal Mail Untracked Second Class, which can take 4-7 working days delivery time.

Need your socks sooner? You can upgrade your shipping speed on the checkout page from second class to tracked 48 for just £4.

Orders over £20 will be sent Royal Mail 48 hours Tracked, which can take 2-3 working days delivery time.

 

Do you ship internationally?

 

Yes! You can purchase your favourite Soctopus socks to be shipped anywhere in Europe. 

Currently, we're not able to ship worldwide - but we are working on it! In the meantime, head over to our Etsy shop where you can still purchase our fun socks and have them shipped to wherever you are in the world!

Import duties and taxes may still occur on EU orders.

 

Can I change my shipping option once my order has been placed?

If you would like to upgrade your shipping option, please contact us via phone or email. Office hours are Monday through Friday, 9am - 5pm GMT. 


When can I expect my order to ship?

All orders will typically be picked, packed, and shipped within 24-48 hours.
November and December are our busiest months, due to the holiday season. This is also the busiest time for shipping services. Please allow extra time for your package to arrive during these months.


My package says delivered but I don’t have it. What do I do?

Check with your local shipping office to see if the package ended up with them. Check with your neighbours or leasing office to ensure it hasn’t been mis-delivered.


Oops, my package was shipped to the wrong address. What do I do?

Please reach out to us via phone or email so we can help look into the situation. If you missed an apartment or box number, we suggest reaching out to you local post office. If you accidentally inputted the incorrect address, your package may potentially be sent back to us. SOCTOPUS is not responsible for any additional shipping fees. 

 

 

RETURNS AND EXCHANGES

What is your return policy?

We accept returns or exchanges within 30 days for unworn merchandise in its original, unaltered packaging.

No refund on return shipping cost, but in the instance of an exchange we can cover the cost to get your socks back out to you!

 

Where should I send my return?

Please send your returns and exchanges to the address below:

SOCTOPUS 
37 Bond Street,
Brighton, East Sussex
England, BN1 1RD
United Kingdom
Please include your order number and wether you wish to exchange or return your item(s).


I received a defective product. Can I return it?

Yes. Unfortunately, defects do happen, and we want to make it right! Please send us an image of your defective sock to info@soctopus.co.uk, with your order number within 30 days of receiving your order. We will respond asap with steps on how to return the socks.


Please Note: We know how exciting it can be to get a big package of socks in the mail, you just want to tear it open! However, please be very careful when opening your sock package, as we, unfortunately, cannot accept returns of socks with holes in them due to scissors from cutting your package open. Be careful!


Do you take returns from Soctopus retailers nationwide?

Unfortunately, we cannot accept returns purchased from other websites such as Amazon, or brick and mortar retailers. Please contact them to inquire about their return policy. 

 

  

MISCELLANEOUS SOCK FUN 

Where can I find you on social media?

We have a social media presence on Instagram, Facebook, and Pinterest. Come be our friend and follow us!


May I use your photos?

Absolutely! And please make sure to tag us @SOCTOPUS_  !!


Do you have gift wrapping options?

Not yet, but we're working on it! Here at SOCTOPUS we're always looking for ways to improve the customer socksperience - and if you want the option of beautifully wrapped socks then gift wrapping you shall get.


I have a sock suggestion I’d love to tell you about!

Suggestions about sock design ideas, new sizing options, or sock styles can all be submitted through the contact form. We have a team of in-house designers, who strive to create the best products we can imagine. We would love to hear your suggestions!


Do you make custom socks?

Unfortunately, we do not have a “custom sock” option. However, if you are a company looking to establish a licensing partnership, please contact us and the licensing team will get back to you asap.


Do you offer wholesale?

Yes! Please email wholesale@soctopus.com, a team member will contact you within approximately three business days. Once accepted, you will have full access to our catalogue of products and wholesale pricing.


Do you take donation requests?

Yes, we take every donation request under thoughtful consideration. Please get in touch via email or phone and provide details, we love to support charities as best as we can.