Subscriptions

When Are The Sock Subscriptions Sent Out?

Your first Sock Subscription will ship within 2 business days. Following shipments will ship at the same time every month.

Can I Edit The Sock Selection In The Sock Subscription?

Socks included in our The Sustainable Sock Club Subscriptions cannot be changed or modified. Each month our team of creative artists will design a brand-new pair of socks and send it right to your door.

Is The Subscription Service Available Outside Of North America?

One of our most popular items. Perfect for everyday use. Exceptional quality and choice

Can I Buy A Subscription As A Gift For Someone Else?

Yes. Simply visit the "Gifting" or section to see the available options.

As A Subscription Member Can I Choose Which Socks I Receive?

As a subscription member, you have access to manage your the frequency of delivery.
Members can log in at: www.thesustainablesockclub.com/sign-in
We’ll always email you in advance each month giving you some time to change, pause or cancel your up-coming subscription.

Does My Subscription Have To Be Managed?

Not at all. All of our members enjoy our the surprise me element, letting us design a brand new style for them based on our seasonal colours and trends.
What’s more, you can log in and make changes, pause or cancel your subscription any time.

I'd Like to Buy a Sock Subscription as a Gift, Can You Hide The Invoice Price?

Your secret is safe with us! The Sustainable Sock Club does not include pricing information with our shipments. 

Can I Cancel My Subscription?

You can cancel your subscription at any time via our member portal. Simply log in at www.thesustainablesockclub.com/sign-in. If you have any problems don’t hesitate to contact us and we’ll help you.

How Many Socks Will I Receive Each Month?

There is an opportunity to select 1,2 or 3 pairs delivered monthly. This can also be increased
or reduced at any time via the subscription management area.
Our international subscribers have the opportunity to enjoy 3,6 or 9 pairs every 3 months.

Image by Michael Benz

Frequently Asked Questions

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Returns, Refund & Exchanges

My Order

Shipping & Delivery

I Need To Return Something

Should you wish to return our socks for any reason, you can do so by downloading the returns label here.
Please leave a note with your:

  1. Name

  2. Address

  3. Order Number

  4. Email Address

  5. Reason for Return

Once we receive your order back at our warehouse, one of our team will be in contact to confirm your order has arrived and they will process your refund.

I've Requested A Refund, How Long Will The Money Take To Reach My Account?

We ask customers to wait 3-5 working days for a refund payment to reach your bank account.

What Should I Do If My Order Has Not Been Delivered Yet?

Your estimated delivery time is between 2-4 business days for Canadian deliveries and between 5-15 business days for all other deliveries. Should you find that your order has not arrived after this time period, please feel free to contact us at roberthanlon@thesustainablesockclub.com

Can I Amend My Order After I've Placed It?

Please do get in touch with our Customer Care team and they will do their best to help. However, we're really quick at packing your order which means it is difficult to make any changes once you've placed it. This includes changing the delivery options, delivery address or payment method.

Can I Have Items Sent To Someone As A Gift?

If you want to send something to someone as a gift then you can use their address as the delivery address for your order. This box can be located just below the delivery and billing address form on the checkout page. Listed as ‘Ship to a different address?’
We don’t display the prices of our socks on the paperwork included with the order, so you can keep how much you’ve spent a secret.

Delivery Times

We always do our best to ensure you receive your products as quickly as possible. Orders placed by 2 pm on any business day, will be dispatched the same day.
Inside Canada: 2-4 business days
United States of America: 4-10 business days
European Union: 2-10 business days
Rest of the World: 5-10 business days

Shipping Policy

For Orders Shipping to the United States or Canada
FREE SHIPPING: Orders of $35.00 or more (excluding taxes)
STANDARD SHIPPING: $6.95 for orders less than $35.00
INTERNATIONAL SHIPPING:  $25.00 for orders shipping internationally

Can I Cancel My Order After I've Placed It?

Unfortunately, we cannot cancel an order once placed. We are happy, however, to offer you a full refund once you have returned your order to us.

I Have An Incorrect Item In My Order, What Do I Do?

We want to sort out any issues with incorrect items straight away. Please contact our Customer Care team with your order number, name and email address linked to your account and the incorrect items name.
We’ll get back to you as soon as we can and send you a replacement item as quickly as possible.

I'm Missing An Item From My Order, What Do I Do?

If an item is missing, please contact our Customer Care team with the order number and the missing item’s name. We will resolve the issue for you as quickly as possible.

Can I Track My Delivery And/Or Subscription Delivery

If your order has been sent to you using a traceable service or any orders placed over $30 can be tracked, you can follow it’s journey to you. You’ll receive a confirmation of shipping email (please do check your junk/spam folders) from our warehouse once your order in on it’s way. Simply click on the tracking information on your email and you will be able to follow your order’s journey.
Order below $30 cannot at this time be tracked.

Return, Policy and Refunds

Your total satisfaction is 100% Guaranteed! We will refund the full value of any products purchased, provided the conditions below are met:
1) You are able to return the products in question to us within 28 days of receipt of your order.
2) Unless faulty, your items are returned to us in a resalable condition. This means unworn, in the same condition you received them and with any labels and packaging intact.
Please note that unfortunately, we will not be able to refund the cost of postage, either of your original order or the return.
If you have any further questions please do not hesitate to contact us through roberthanlon@thesustainablesockclub.com

I've Had My Socks For A While And A Hole Has Appeared?

In the unlikely event, that your socks develop a hole, please contact our Customer Care team, with a clear image of the hole or fault. We are happy to replace any socks within a year of purchase.

What Do I Do If I Receive A Faulty Item In My Order

We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please our contact Customer Care team with:

  • Your Order Number

  • The faulty items name

  • A description of the fault

  • A clear picture of the fault

We’ll get back to you as soon as we can and send you a replacement item as quickly as possible. You will be asked to send the faulty item back to us.

Can I Track My Subscription Delivery?

Enter your answer here. Be thoughtful, write clearly and concisely, and consider adding written as well as visual examples. Go over what you’ve written to make sure that if it was the first time you were visiting the site, you’d understand your answer.

Can I Change My Shipping Address After I've Ordered?

Please do contact our Customer Care team and we will do our best. However,  it is very difficult for us to amend your order once it has been placed. So please do check your details carefully.

Technical

How Can I Pay For My Order?

American Express
Apple Pay
MasterCard
Paypal
Visa

How Can I Make Changes To The Details On My Account?

You can change your details at any time by ‘Signing in’ and going to ‘My account’ which you can reach by going to the top right-hand corner of the page. Once you are logged in you can change your:

  • Password

  • Email Address

  • Delivery Information

  • Payment Card Details

  • Contact Preferences

Just click the relevant sections of your account to change the details.
Any changes to your account will not affect the details of any orders you’ve already placed or those that have recently been shipped.
It’s worth checking your account once in a while just to make sure we have the right details for you.

I've Forgotten My Password, How Do I Reset It?

If you’ve forgotten your password, it’s really simple to get back into your account.
Click the sign in button, under the email box and password box, click ‘Reset password’ button and enter your email address.
We’ll then email you a link directly to your registered email address to reset your password. Please do check your spam/junk folders as our email may end up there.

How Can I Unsubscribe From Your Emails?

If you no longer wish to receive our style tips or emails, you can unsubscribe by:

1)Clicking the unsubscribe link in one of our emails.

Or

2) Sending an e-mail to roberthanlon@thesustainablesocks.com requesting your information be removed from the mailing list.

Can You Help Me With My Discount Code?

If you are trying to use a discount code on our website, please ensure you enter the code exactly as it was given to you, without any spaces. You will be able to view this from your ‘My bag’ page.
Type, copy and paste the code into the ‘I have an offer code’ box. This box is located above the ‘Checkout’ button.
Press ‘Apply offer code’ and it will add the code to your order.
* Please note that only one discount code can be used per order. Our discount code cannot be used for the cost of shipping or on sale items.
If you find that you are still having difficulty using your voucher code, please contact us at roberthanlon@thesustainablesocks.com with your order number and voucher code.

I'm Having Trouble Accessing Your Website. What Should I Do?

If you are having trouble using our website we’d suggest you try the following.
Firstly, you’ll need to delete your cookie – a cookie is a small file we store on your computer to let us know who you are the next time you visit us. All you need to do is go to your web browser and delete your cookies using ‘Tools’ or ‘History’.
Once you’ve cleared the cookies, close your browser and reopen it. Then you can visit our site again.
We also recommend that you use the latest version of your operating system and browser.

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