Return & Refund Policy
Last Updated: January 2025
We want you to LOVE your Socks Zoo purchase! 💛
If for any reason you're not 100% satisfied with your adorable animal socks, we've got you covered with our hassle-free return and refund policy.
1. Our Satisfaction Guarantee
✅ 7-Day Money-Back Guarantee
You have 7 full days from the date of delivery to return your items for a refund or exchange. No complicated forms, no runaround—just happy customers!
EU Customers: You also have the legal right to cancel your order within 14 days without giving any reason (EU Consumer Rights Directive).
2. Eligible Returns
We accept returns on items that are:
✅ Unworn and unwashed ✅ In original condition with tags still attached ✅ In original packaging (if possible) ✅ Hygienic and resalable
We understand that you may try socks on briefly to check the fit—that's totally fine! Just ensure they haven't been worn outside or for extended periods.
3. Non-Returnable Items
For health and hygiene reasons, we cannot accept returns on:
❌ Items that have been worn (beyond trying on) ❌ Items that have been washed ❌ Items with removed or damaged tags ❌ Items showing signs of use, damage, or alterations ❌ Sale or clearance items marked "Final Sale" (unless defective) ❌ Gift cards
Exception: Defective or damaged items are always returnable, regardless of the above!
4. How to Start a Return
Step 1: Contact Us Email us at returns@sockszoo.com with:
- Your order number (e.g., #SOZ12345)
- Item(s) you wish to return
- Reason for return (optional but helps us improve!)
- Photos (if item is damaged or defective)
Step 2: Receive Return Authorization We'll respond within 24 hours with:
- Return authorization number (RMA)
- Return shipping address
- Instructions for packaging
Step 3: Ship Your Return
- Pack items securely in original or protective packaging
- Include your RMA number inside the package
- Ship to the address provided
- Keep your tracking receipt!
Step 4: We Process Your Return
- Once received, we inspect items (1-3 business days)
- Refund or exchange processed
- You receive confirmation email
Easy as 1-2-3-4! 🐾
5. Return Shipping Costs
Who pays for return shipping?
If the item is defective, damaged, or we made an error: ✅ We pay! We'll provide a prepaid return label or reimburse your return shipping costs.
If you changed your mind or ordered the wrong size: ❌ Customer pays return shipping costs.
Pro Tip: Use a tracked shipping method! We're not responsible for returns lost in transit without tracking.
EU Customers: If you're exercising your 14-day cooling-off period, you cover return shipping unless the item is faulty.
6. Refund Process
Once we receive and inspect your return:
✅ Approved Returns:
- Refund processed within 5-7 business days
- Refund issued to your original payment method
- You'll receive email confirmation
Refund includes:
- Full product cost
- Original shipping cost (if item was defective/wrong)
Refund does NOT include:
- Return shipping costs (unless we're at fault)
- Original shipping costs (if you simply changed your mind)
When will I see the money?
- Credit/Debit Card: 5-10 business days (depending on your bank)
- PayPal: 3-5 business days
- Klarna: 5-7 business days
Note: Refunds may take longer during peak seasons or due to bank processing times (we process immediately, but banks vary!).
7. Exchanges
Want a different size or design?
We don't offer direct exchanges at this time, but here's the simple workaround:
- Return your original item (following return process above)
- Place a new order for the item you want
- Once we receive your return, we'll process your refund
Why? This ensures you get your new item faster! No waiting for the return to arrive before we ship your replacement.
Special Offer: If you email us when placing your new order, we'll send you a 10% discount code to use on your replacement purchase! 💝
8. Defective or Damaged Items
Received socks with defects or damage? We're so sorry!
This is rare, but if it happens:
What qualifies as defective?
- Holes or tears in fabric
- Loose or broken stitching
- Print defects or fading
- Wrong item sent
- Damaged during shipping
What to do:
Contact us within 48 hours of delivery at support@sockszoo.com with:
- Order number
- Photos of the defect/damage
- Brief description
We'll immediately: ✅ Send a replacement at no charge (free expedited shipping!) ✅ OR issue a full refund (including shipping costs) ✅ Provide a prepaid return label if you need to send the item back
In most cases, we'll let you keep or donate the defective item—no need to return it!
Your satisfaction is 100% guaranteed. ❤️
9. Wrong Item Received
Got the wrong socks? Oops, our mistake!
Contact us immediately and we'll:
- Send you the correct item with free expedited shipping
- Provide a prepaid return label for the wrong item
- Include a surprise gift as an apology! 🎁
10. Late or Missing Refunds
Haven't received your refund after 7 business days?
First, check:
- Your bank account (sometimes takes 5-10 days to appear)
- Your PayPal account
- Your email for our refund confirmation
Still not there? Contact us at support@sockszoo.com with your order number, and we'll investigate immediately. We'll provide proof of refund from our payment processor.
11. Partial Refunds
In some cases, we may issue partial refunds for:
- Items returned after 30 days (at our discretion)
- Items showing signs of use beyond trying on
- Items with missing tags or damaged packaging
We'll always communicate with you first before processing a partial refund. Full transparency, always!
12. Refused Deliveries
If you refuse delivery of your package:
- Package returns to us
- We issue a refund minus original shipping costs (if any)
- You're responsible for return shipping fees charged by the carrier
Please contact us first if you need to cancel—we may be able to intercept the package before delivery!
13. Cancelled Orders
Before Shipping: Contact us within 2 hours of placing your order to cancel. Full refund, no questions asked!
After Shipping: We can't cancel once shipped. You'll need to follow the standard return process once you receive it.
14. Restocking Fees
Good news: We do NOT charge restocking fees! 🎉
Returns are completely free (you just cover return shipping if it's not our fault).
15. International Returns
Returning from outside the EU?
Same 30-day policy applies! However:
- You cover return shipping costs
- You're responsible for any customs fees on the return shipment
- Returns may take longer to process (allow 10-15 business days after we receive them)
Tip: Use tracked shipping for international returns!
16. Gift Returns
Received Socks Zoo socks as a gift?
You can still return them! However:
- Refund issued as store credit (not to original purchaser)
- You'll receive a gift card code for the full amount to use on future purchases
- OR we can contact the gift giver for a refund to their original payment method (with their permission)
17. Multiple Item Orders
Returning only some items from your order?
- No problem! Return what you don't want
- Keep what you love
- Refund issued for returned items only
18. Store Credit Option
Prefer store credit instead of a refund?
Choose store credit and receive: ✨ 110% of your refund value as store credit!
Example: Return €30 worth of socks → Get €33 in store credit
Store credit:
- Never expires
- Can be used on any future purchase
- Stackable with other discounts
Just mention "store credit" when starting your return!
19. Quality Guarantee
Beyond the 30-day return window?
If you discover a manufacturing defect within 6 months of purchase:
- Contact us with photos
- We'll assess the issue
- Likely send a replacement or refund (even outside the 30-day window!)
We stand behind our quality! 💪
20. Contact Us
Questions about returns or refunds?
We're here to help make it right!
📧 Returns: returns@sockszoo.com 📧 General Support: support@sockszoo.com 🕒 Response Time: Within 24 hours
Include:
- Order number
- Details of your concern
- Photos (if applicable)
Our promise: Every return is handled with care and respect. Your happiness matters more than a sale! 🐾
Thank you for giving Socks Zoo a try! Even if these socks aren't your perfect match, we hope you'll come back when you see a design you love. We're always adding new adorable animals to our collection! 🦊🐼🦁