Legal

Delivery & returns

Last updated 26 September 2026

Delivery

• Cost: R65 per order, free when you order 3 or more pairs.
• Where: anywhere in South Africa, door to door by courier. We do not ship outside South Africa yet.
• How long: your socks are made to order in Pretoria. Allow 5–7 business days from payment to delivery. Outlying areas and the December peak can add a few days.
• Tracking: when your parcel is booked with the courier we email you a tracking reference and a link. The same details appear on your order page.
• Phone number: the courier may call to arrange delivery, which is why we ask for one at checkout. Please give a number that will be answered.

If the parcel is late or lost

Check the tracking link first; most delays are a day or two at a courier depot. If tracking has not moved for five business days, or the parcel shows as delivered but you do not have it, email tom@letsgetcustom.co.za with your order number. We will chase the courier and, if the parcel is confirmed lost, reprint and resend at no cost.

Returns

Every pair is made to your design, so we cannot accept returns for a change of mind, and that includes ordering the wrong size. The Consumer Protection Act (section 17) excludes goods made to a consumer's specification from the usual cooling-off return. Please check the size guide and the preview carefully before you pay.

If something is wrong with your socks

Your rights under section 56 of the CPA are not affected. Within six months of delivery, if the socks are defective, damaged in transit, or not what you ordered, you may choose a repair, a replacement, or a refund. In practice we reprint. Examples of what we put right:

• the wrong design, size or sock type was sent;
• a knitting or printing fault: a dropped stitch, a mark, a misaligned print;
• damage in transit.

What is not a defect:

• the ordinary difference between a screen preview and a knitted sock: colours a shade off, fine detail softened, a face placed exactly as the preview showed it;
• a photo that was blurry or small when uploaded, which we will have printed as supplied;
• a size chosen from the guide that turns out not to be your preference.

How to make a claim

• Email tom@letsgetcustom.co.za within six months of delivery with your order number.
• Attach a photo of the problem. That is usually enough; we rarely need the socks back.
• We reply within two business days with the fix. Reprints ship at our cost.
• Refunds go back to the card or account you paid with, through PayFast, within ten business days of agreement.

Cancellations

You can cancel for a full refund until production starts. Email tom@letsgetcustom.co.za as soon as possible after ordering; once we have started knitting, the order cannot be cancelled.

See also our terms of sale and privacy policy.