What Shipping Methods Are Available?
We use Australia Post for all orders. AUSTRALIA POST IS EXPERIENCING DELAYS TO THEIR REGULAR SERVICE. AUSTRALIA POST CAN NO LONGER GUARANTEE NEXT DAY DELIVERY USING THEIR EXPRESS DELIVERY OPTION. ALL INTERNATIONAL DELIVERIES WILL TAKE ADDITIONAL TIME TO REACH THEIR DESTINATION. Orders are sent out the day after you place your order, during business hours. Australia Post does not collect on weekends and public holidays so no orders leave on the weekends. For example, an order placed Friday will be dispatched the following Monday morning. Standard Delivery: A flat delivery fee of $5 for under $50. Free standard delivery on all orders over $50. Orders are sent out with Australia Post by standard priority post or parcel post. If your order is sent parcel post you will receive information regarding the delivery of your order from Australia Post. Delivery can take up to 7 business days (weekends are not included). For delivery to more remote areas and to WA please allow up to 5 extra days for delivery (some areas can be even more that this – please see Australia Post web site for estimated delivery times). Express Delivery: Available for $11 per order If you live in a capital city delivery is normally next business day (once packed and sent). Delivery to Western Australia can take up to 3 business days. Delivery may take longer if you live in a rural area. Please see Australia Post website for estimated delivery times. Same Day Delivery: Available for $16.45 per order We offer same day delivery if you live in Sydney. To qualify for same day delivery you need to order before 12pm to receive your socks the same day. International Delivery Options – We have now introduced deliveries to New Zealand and other overseas countries including UK, Other European Countries, USA, Canada, Japan and South Africa. Cost of international post varies and is shown on the check out page once an address is entered. Customers are responsible for payment of all duties, taxes and brokerage fees necessary for customs clearance. To New Zealand standard delivery costs $16.50 and comes with tracking. Express Post is offered for $28 and delivery should occur within 3 business days but is not guaranteed.
CAN I CHANGE MY DELIVERY ADDRESS?
Once an order has been placed, you cannot change the address under your Sockmate account but luckily there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you. The fastest and best way to update an address on your order is by chatting us via Live Chat and we'll do our best to help you out.
DO YOU SHIP INTERNATIONALLY?
We have now introduced deliveries to New Zealand and other overseas countries including UK, Other European Countries, USA, Canada, Japan and South Africa. Cost of international post varies and is shown on the check out page once an address is entered. Customers are responsible for payment of all duties, taxes and brokerage fees necessary for customs clearance.
OUR RETURN POLICY*
We offer free# returns for 30 days from the date of purchase. Any items excluded from this policy will be called out on product pages and / or at checkout. To be eligible for a return: (1) Item(s) have to be initiated for return and placed in the post within 30 days of the purchase date; (2) Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty; (3) Item(s) must be in the original packaging which must be in original condition. This includes branded dust bags, shoe boxes and jewellery packaging. You don’t need the clear plastic packaging; (4) Item(s) must be unworn and unused with the original tags still attached. Items sealed for hygiene reasons can only be returned if the seal is intact. Simply initiate the return by sending an email to firstname.lastname@example.org. *The above return policy is in addition to and does not affect the statutory rights you have under the Australian consumer Law; for more information please visit our terms and conditions #Parcelpoint pickup return service does carry a small fee.
HOW DO I TRACK MY ORDER?
You will be able to track your order as soon as it leaves our Fulfilment Centre or our Partner Provider and is on its way to you - we will send you the tracking in an email. If you have placed an order where your items are being sent from multiple locations, you will receive multiple emails with different tracking details and your items may be delivered on different days. With your tracking number go to https://auspost.com.au/mypost/track/#/search to see the status of your order.
HOW DO I RETURN AN ITEM?
Returning with us is easy and FREE*! Simply send an email to email@example.com. *Parcelpoint pickup return service does carry a small fee.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
On average, the entire returns process takes 7 business days (metro areas). Depending on your location, it can take 2 to 15 business days for your return to reach us from when you hand it over to the courier. Once your return has been delivered to our Fulfilment Centre, we process your refund/exchange within 1-3 business days. We'll keep you updated via email and / or SMS along the way.
MY ITEM IS FAULTY, WHAT DO I DO?
We are so sorry to hear this - let's get this resolved as quickly as possible. Please reach out to our Customer Service Team - the fastest option is via Live Chat or send an email to firstname.lastname@example.org. Make sure you have your order number, email address, a couple of clear photos of the fault and preferred outcome on hand to help us provide you with a quick resolution.
FIRST PAIR GUARANTEE
We are so confident you'll find these the best socks you've ever worn that you can keep your first pair if you don't like them! We will either send you a different size or give you a full refund on your FIRST pair only. Obviously, we're cool for you to keep the pair you've tried on, no need to send those back :) Unfortunately we cannot exchange them for a different colour. If you purchase a multi-pack, please just try 1 pair before opening the remaining pairs. The First Pair Guarantee only applies to unopened and unworn pairs. If you find the first pair doesn't fit, or you'd like to try another style, please contact us at email@example.com and we will provide you the address to send the unopened and unworn back to us so we can send you out replacements. Any changes to your order need to be made within 1 hour of placing the order.