Returns & Refund Policy
Personalised Products
All MySocksLab socks are made specifically for each customer using the size, colours, placement and personalised text selected during ordering.
Because these products are made to the customer’s specifications and are clearly personalised, they cannot normally be returned, exchanged or refunded simply because you have changed your mind.
This does not apply if the product is damaged, defective, incorrect or does not match the order you placed.
Please carefully check your size, sock colour, text colour, text placement and personalised wording before completing your purchase.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, incorrect or different from what you ordered, please contact us as soon as possible, preferably within 7 days of delivery.
To help us resolve the issue quickly, please provide:
- your order number;
- a description of the problem;
- clear photographs of the product and packaging;
- photographs showing the personalised text, size or colour where relevant.
We will review your request and provide an appropriate solution, which may include a replacement, partial refund or full refund, depending on the circumstances and applicable consumer law.
The suggested seven-day contact period helps us investigate the issue quickly but does not limit your statutory consumer rights.
Order Changes
Please check all personalisation details carefully before placing your order.
Because production may begin shortly after an order is confirmed, changes to the size, colours, text or placement cannot be guaranteed.
Contact us immediately if you notice a mistake. We will try to update the order if production has not yet started.
Order Cancellations
Personalised products are made specifically for you and are generally not covered by the standard right to cancel an online purchase simply because you have changed your mind.
However, contact us immediately if you wish to cancel your order. If production has not yet started, we may be able to approve the cancellation.
Once production has started, the order cannot normally be cancelled.
Refunds
If a refund is approved, it will be issued to the original payment method used for the purchase.
Please allow additional time for your bank, card provider or payment service to process the refund.
Original shipping costs may also be refunded when required by applicable law, particularly when the product is defective, incorrect or not as described.
Return Shipping
Do not return any product before contacting us.
If a return is required, we will provide the correct return address and instructions.
For an approved claim involving a damaged, defective or incorrect product, reasonable return shipping costs will be covered where required by applicable law.
Your Statutory Rights
Nothing in this policy excludes, restricts or affects your statutory consumer rights under applicable law.
EU customers retain legal protection when goods are faulty, incorrect or do not match their description, even when the goods are personalised. EU rules provide a minimum legal guarantee for goods, while national legislation may provide additional protection.
Contact Us
For questions regarding returns, order problems or refunds, please contact our customer support team.
Please include your order number so we can assist you as quickly as possible.
