Frequently Asked Questions

Before you ask Tom any questions, have a look here, perhaps we’re one step ahead and have all the answers.

FAQ

Delivery, design, printing and ideas, we've got you covered. Here are some of the frequent questions we get asked.

 

What are the design restrictions?

There is no limit to the designs you can create on the custom builder. Colours, gradients, patterns, logos, vectors and photos are all part of the fun. 

How long does it take for my order to be shipped?

Delivery Times: Deliveries to outline areas may take up to 3-5 business days for delivery, regardless of whether next day shipping is selected and paid for.

Standard Delivery: Standard delivery typically takes up to 3 business days.

Next Day Shipping: Next day shipping is available only for orders placed before 10am the previous day. Orders placed after this time will be processed on the following business day.

Delivery Exceptions: Delivery times may vary during peak seasons, public holidays, or due to unforeseen circumstances such as extreme weather conditions or natural disasters.

Is this sublimated printing?

No, this is a TruePrint technology (direct-to-garment printing) invented by Sox Factory. No one in South Africa would be able to give you our quality product.

Can I get a mockup before you print?

No, the pre-made designs are an indication of how the sock will look. Please be sure your photo or logo is according to our design brief. 

Can I change the template?

When choosing from our ready-made templates, no additional changes can be made. However, our Custom Builder is completely customisable. 

Can I add a personalised message?

The templates that do not leave space for personalised messages will not be amended.

How do I care for my socks?

To ensure the longevity of your custom socks, we recommend that you wash your socks before wearing them and do not iron the socks. Other than that, these socks can handle anything you throw their way.

What is your return policy?

If there is a defect or error in your product, please contact us within 7 days of receiving your order, and we will work with you to resolve the issue. Unfortunately, we do not accept returns for personalized items that are not defective.

Where do I start to create my own sock design?

Visit the Custom Sock section to start designing. Note, there is an overlay to give you an indication of where to place logos, this will not print on the sock.

Do you have any ideas that I can use?

Yes, of course, have a look at our Facebook page for some inspiration and ideas on what you can do. Alternatively, visit our Shop All section to choose one of our premade designs.  

How does the custom builder work?

Visit our knowledge base section (how to)  for all the detail, articles and tutorials.

Do I need to remove the background?

Not at all, we have experts who remove the background from the images. 

Can I add more than one face to a design?

We have updated it so that you can add up to five faces on a template (extra faces will be surcharged per additional face).

The colour is different to what I expected

Even though we go through all the processes to make sure your product is awesome, these socks are hand-made and slight colour variations could happen. 

Can I cancel or make changes to my order after it has been placed?

Once an order has been placed, it cannot be changed or canceled. Please make sure you review your design and order details before submitting your order.

Do you make international shipments?

Yes, we can most certainly courier worldwide.

International Shipping Fee: A standard fee for international shipments will be charged. The exact fee will be displayed during checkout and is based on the delivery location and the weight of the package.

International Delivery Time: International deliveries typically take between 8-10 business days from the date of shipment. Please note that delivery times may vary depending on customs processing and local postal services.

International Customs Duties and Taxes: It is the responsibility of the receiver to settle any applicable customs duties, taxes (including VAT), or import fees imposed by the destination country. These charges are not included in the shipping fee and will be collected by the local customs authority upon delivery.

Ready to get custom?

Get in touch, or create a sock