FAQs

CAN I USE MULTIPLE PROMOTION CODES WHEN PLACING AN ORDER?

Unfortunately, you can only use one promotion code per order. Multiple codes cannot be combined or stacked. Additionally, promotion codes are not applicable to items that are already on sale or discounted.


DO YOU SHIP INTERNATIONALLY?

We currently only ship to the UK, the US and Australia!


HOW DO I TRACK MY ORDER?

Once your order has been shipped, we will send an email to the address you provided at checkout containing a tracking number. You can click on the tracking number to view the status of your order. If you have not received a tracking number or have any other questions about your order, please contact us at  hello@mysockmates.com.


WHERE DO YOUR PRODUCTS SHIP FROM? 

All orders are shipped from our warehouse in Hong Kong.


WILL MY PACKAGE BE CHARGED CUSTOMS AND IMPORT FEES?

In most cases import fees are not charged. In rare circumstances where import fees and taxes are collected when your order passes through customs, My Sockmates is not responsible for any charges made in the destination country.


IS MY INFORMATION SECURE?

100%! You can rest assured that your payment information is safe with us. Our store has SSL encryption. It keeps your information private and confidential. Whether you choose to pay by credit card or through PayPal, no one will have access to your personal payment information.


WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the following payment methods:

  • Visa
  • Master
  • American Express
  • Shop Pay
  • Apple Pay
  • Google Pay 
  • PayPal

CAN I MAKE CHANGES TO MY ORDER?

You may be able to make changes to your order, such as changing the delivery address, if it has not yet been shipped out. However, once the order has been processed by our warehouse team, it is not possible to cancel the order. If you need to make any changes to your order, please contact us as soon as possible at  hello@mysockmates.com . Please note that we cannot guarantee that all changes can be accommodated, but we will do our best to accommodate your request.


WHEN WILL MY ORDER BE DELIVERED?

Orders are shipped within 1-3 working days. Once shipped, you’ll receive a confirmation email including tracking number(s) for your order.

The US, the UK & Australia: 7 to 16 working days.


WHAT SHOULD I DO IF I HAVEN’T RECEIVED MY ORDER YET?

If 14 working days have passed and you haven’t received your order, the reasons for the delay might be as follows:

– Inaccurate shipping address

– Weather conditions

– Delayed caused by customs

– High package volumes during holiday seasons

 Please contact us hello@mysockmates.com to find out the status of your order.


I’VE RECEIVED A DAMAGED/INCORRECT ITEM, WHAT SHOULD I DO?

We will sort out the issues immediately.  Please go to our refund policy page for more information.


WHAT IS YOUR RETURN/EXCHANGE POLICY?

Unfortunately, we do not offer exchanges at this time. However, we do offer returns within 30 days of the original purchase. Please visit our refund policy page for more details on how to initiate a return. If you have any additional questions, don't hesitate to contact us at  hello@mysockmates.com.