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Frequently Asked Questions

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Conscious Collaborators

What is the Conscious Collaborators Program?

We are excited that you’re interested in becoming an ambassador! You can submit an application here, and we’ll get back to you within a few days with your application status.

How do I become a Conscious Collaborator?

We are excited that you’re interested in becoming an ambassador! You can submit an application here, and we’ll get back to you within a few days with your application status.

Gifting

Can I buy a subscription as a gift for someone else?

Yes. Visit the "Gifting" or section to see the available options.

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. 

Orders & Shipping

Can I change or cancel my order?

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.

International Shipping Disclaimer

Orders may be subject to import taxes, customs duties, and/or fees imposed by the destination country. Please look up your country's duty regulations to see if duties apply to your order. Conscious Step is not responsible for any additional charges that may apply.

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 track my subscription delivery?

If your order has been sent to you using a traceable service or any orders placed, 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. 

Where does SSC ship to?

Where does The Sustainable Sock Club ship to? We currently ship to Canada, USA, Australia, New Zealand, the UK, Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Italy, the Netherlands, Norway, Portugal, Spain and Sweden.

Where does SSC ship from?

For all customers, orders ship from my house in Toronto, Ontario.

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

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.

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.

Returns, Refunds & Exchanges

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?

n 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  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.

Subscription

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.

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.

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.

Do I have to pay for shipping?

We cover shipping for all Canadian subscriptions!