FAQs

Video Box

  • The Video Box will include:

    • A selection of 15 beautifully crafted socks (Either Simply Sartorial or Designer Collection).
    • A Micro USB to recharge the box for continuous playback.
    •  A returns label.

    Box Dimensions: 28.5 x 28.5 x 9.5 cm

    Unfortunately, the Video Box is only available in Simply Sartorial and Designer Collection, therefore, Bespoke Boxes are not available for purchase.

  • Yes, you can return the Video Box using the free returns label here. (Unfortunately, this is only applicable to UK customers only).

    We know our actions have an impact, so we want to do everything we can to minimise our impact on the environment. If you would like to recycle your video box after use, you can simply do so by sending the box back to us.  For every used video box returned to us, we will reward you with a £10 gift voucher. Again, at this time, this is only applicable to our UK Customers.

    You can also join our London Sock Company Amnesty by sending your old or unwanted socks to us.

     

  • Unfortunately not, our short branded videos cannot be removed.

  • Yes, you can re-record the message as many times as you like, before checkout.

    Unfortunately, after your order has been processed, this video cannot be amended.

  • Your video can be recorded on any smartphone and any desktop device with a camera.

    Please be aware that any smartphone recorded videos must be shot on Landscape and not Portrait.

    You will be sent your video via email with your Order Confirmation, so you can preview and save it forever.

    Please be aware that our Fulfilment Centre will check every video before sending out – so please keep it clean! 🙂

  • We advise customers that orders placed after the 18th of December may not arrive in time for Christmas.

  • If you have received your Video Box and it doesn’t meet expected standards, please don’t hesitate to contact us through [email protected]

  • No. 🙂

    The price of all products, including the Video Box, are never submitted with the product. The price of the order only appears on the Order Confirmation via email.

Becoming a subscription member

Our socks

Size, composition & length

  • Our socks sit mid-calf so that they can work with a range of shoes e.g boots and shoes. They’re perfect for the transition between smart and casual dress. We also think this is the most comfortable option.

    We do have some exceptions, including our Knee-length, Pitch Side and Welly socks.

  • There is a reason that most clothes are made of cotton – it is a lightweight but a durable fibre which holds its colour and shape with multiple washes. We think the best everyday socks are Scottish Lisle cotton, which means that the threads are brushed to stop “piling”. The heel, toe and sole are reinforced with a soft but exceptionally strong, man-made fibre called Polyamide. Finally, elastane is used to create a strong hold around the band of the sock, creating the perfect fit around your feet.

    Collection Composition
    Simply Sartorial Scottish Lisle Thread Cotton 75%, Polyamide 23%, Elastane 2%.
     Spot of Style Scottish Lisle Thread Cotton 80%, Polyamide 18%, Elastane 2%.
    Shaken & Stirred  Scottish Lisle Thread Cotton 74%, Polyamide 25%, Elastane 1%.
    Soho Stripe Scottish Lisle Thread Cotton 80%, Polyamide 18%, Elastane 2%.
    The Marl Scottish Lisle Thread Cotton: 60%, Polyamide 39%, Elastane 1%.
    Jacquard Collection Scottish Lisle Thread Cotton 62%, Polyamide 38%.
    Bloomsbury Collection Scottish Lisle Thread Cotton 52%, Polyamide 48%
    Weitz – Floral Scottish Lisle Thread Cotton 52%, Polyamide 48%.
    Ottaway  Scottish Lisle Thread Cotton: 67%, Polyamide 33%.
    Pitch Side Scottish Lisle Thread Cotton 97%, Polyamide 2%, Elastane 1%.
    Welly Sock Luxury Wool 75%, Nylon 25%.
    Cashmere  85% Cashmere, 15% Nylon.
    Arts Club Scottish Lisle Thread Cotton: 80%, Polyamide 18%, Elastane 2%.
    Festival City Scottish Lisle Thread Cotton: 80%, Polyamide 18%, Elastane 2%.
  • Arguably the highest quality of material used for socks and other accessories due to its attributes, style and quality.

    It involves the cotton being mercerized, which is a process, where the cotton is carefully treated in a bath of Sodium Hydroxide allowing it to work its magic on the cotton fibres and in such a way that it makes the material silky to touch. It also means it doesn’t shrink and most importantly with socks, they feel comfortable as well as sleek to look at and wear.

    Another trait of the Scottish Lisle Cotton is that the mercerization removes any rough or weaker threads making it stronger and more durable, the strength also comes from the fact two threads are twisted together to make a single, more reinforced thread. The mercerization of the cotton eradicates any off-colouring creating a canvas to dye with rich colours, which is why with our Simply Sartorial collection can achieve such a range of colours from a deep Burgundy to a subtle Skye Blue.

    Cotton needs a consistent temperature of between 18-30 degrees to grow as well as fairly dry conditions, which as you probably know couldn’t be further from the Scottish climate, so why is it called Scottish Lisle Cotton? The reason is that the process originated and was first tested there, just like our co-founders, Ryan and Dave.

    Although this cotton has been through a process to make it the best quality, to maintain it we suggest a 30-degree wash and with similar coloured materials to avoid dampening any of the vibrancy the Scottish Lisle cotton allows. The unquestionably strong colouring comes from the mercerization as it eradicates any of the unwanted colour from the cotton and this bleaching means the dyed colour is purely the desired colour of the sock

  • SHOE SIZE UK US EU
    Small 4 – 7.5 5 – 8.5 37 – 41
    Medium 8 – 10.5 9 – 11.5 42 – 44
    Large 11 – 13.5 12 – 14.5 45 – 48

Returns, refunds & exchanges

  • Any orders placed online between the 1st of November 2018 and the 31st of December 2019 can be returned until the 31st January 2019.

  • We will refund the full value of any products purchased, provided the conditions below are met:

    1)  You are able to return the products in question to us within 60 days of receipt of your order.

    2)  Unless faulty, your items are returned to us in a resalable condition.  This means unworn, in the same condition you received them and with any labels and packaging intact.

    Please note that unfortunately, we will not be able to refund the cost of postage, either of your original order or the return.

    If you have any further questions please do not hesitate to contact us through [email protected]

  • In the unlikely event, that your socks develop a hole, please contact our Customer Care team, with a clear image of the hole or fault. We are happy to replace any socks within a year of purchase.

     

  • We want to sort out any issues with faulty items straightaway.

    As soon as you discover a fault, please our Customer Care team with:

    • Your order number
    • The faulty item’s name
    • A description of the fault
    • A clear picture of the faults

    We’ll get back to you as soon as we can and send you a replacement item as quickly as we possible. You will be asked to send the faulty item back to us.

  • Should you wish to return our socks for any reason, you can do so by downloading the returns label here.

    Please leave a note with your:

    • Name
    • Address
    • Order number
    • Email address
    • Reason for return

    Once we receive your order back at our warehouse, one of our team will be in contact to confirm your order has arrived and they will process your refund.

  • We ask customers to wait 7-10 working days for a refund payment to reach your bank account.

My order

  • Your estimated delivery time is between 2-4 business days for U.K deliveries and between 5-15 business days for all other deliveries. Should you find that your has not arrived after this time period, please feel free to contact us at [email protected]

  • Please do get in touch with our Customer Care team and they will do their best to help. However, we’re really quick at packing your order which means it is difficult to make any changes once you’ve placed it. This includes changing the delivery options, delivery address or payment method.

  • If you want to send something to someone as a gift then you can use their address as the delivery address for your order. This box can be located just below the delivery and billing address form on the checkout page. Listed as ‘Ship to a different address?’

    We don’t display the prices of our socks on the paperwork included with the order, so you can keep how much you’ve spent a secret.

Shipping & delivery

  • We always do our best to ensure you receive your products as quickly as possible.  Orders placed by 2 pm on any business day, will be dispatched the same day.

    Here is our quick reference delivery guide:

    Standard delivery Express delivery Free delivery
    Mainland UK £2.85 2-4 days* £6.50 1-2 days* Over £60
    Non-mainland UK £5.00 2-4 days* £15.00 1-2 days* Over £60
    European Union £5.00 2-10 days* £15.00 3-5 days* Over €75
    United States of America** £8.50 4-6 days* £30.00 2-4 days* over $90
    Rest Of The World £8.50 5-15 days* £30.00 3-5 days* over $90

    * We are only able to deliver on business days (Mon-Sat)

    ** Duties only payable on orders over $800.00

    *** Orders are subject to Good and Services Tax  (import duty)

  • FREE WORLDWIDE DELIVERY ON ALL ORDERS OF £60 OR MORE

    *Please Note:  orders to countries outside of the EU may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. We ship your package according to Incoterm Delivered Duty Unpaid (DDU). We do not collect VAT, duties and/or taxes on orders to countries outside the EU and we cannot predict what your particular charges may be. If in any doubt please check with your local customs office for more information.

  • Please do contact our Customer Care team and we will do our best. However,  it is very difficult for us to amend your order once it has been placed. So please do check your details carefully.

  • Unfortunately, we cannot cancel an order once placed. We are happy, however, to offer you a full refund once you have returned your order to us.

  • We want to sort out any issues with incorrect items straight away. Please contact our Customer Care team with your order number, name and email address linked to your account and the incorrect items name.

    We’ll get back to you as soon as we can and send you a replacement item as quickly as possible.

  • If an item is missing, please contact our Customer Care team with the order number and the missing item’s name. We will resolve the issue for you as quickly as possible.

  • If your order has been sent to you using a trackable service or any orders placed over £30 can be tracked, you can follow it’s journey to you. You’ll receive a confirmation of shipping email (please do check your junk/spam folders) from our warehouse once your order in on it’s way. Simply click on the tracking information on your email and you will be able to follow your order’s journey.

    Order below £30 cannot at this time be tracked.

  • Unfortunately, we do not currently offer this service. However, if your order has taken more than 4 business days in the U.K or more than 15 business days outside of the U.K please contact our Customer Care team who will look into your order.

Technical

  • You can change your details at any time by ‘Signing in’ and going to ‘My account’ which you can reach by going to the top right-hand corner of the page.  Once you are logged in you can change your:

    • Password
    • Email Address
    • Delivery Address
    • Payment card details
    • Contact preferences

    Just click the relevant sections of your account to change the details.

    Any changes to your account will not affect the details of any orders you’ve already placed or those that have recently been shipped.

    It’s worth checking your account once in a while just to make sure we have the right details for you.

  • If you’ve forgotten your password, it’s really simple to get back into your account.

    Click the sign in button, under the email box and password box, click ‘Reset password’ button and enter your email address.

    We’ll then email you a link directly to your registered email address to reset your password. Please do check your spam/junk folders as our email may end up there.

  • Should you have any questions or issues, please feel free to refer to our FAQs. Hopefully, you’ll find the answer you are looking for, if not, please feel free to contact us:

    Or you can call us on: +44 (0) 203 239 2964

     Be sure to include as much information as possible in your email, post or tweet so we can get back to you as soon as possible.
  • If you are having trouble using our website we’d suggest you try the following.

    Firstly, you’ll need to delete your cookie – a cookie is a small file we store on your computer to let us know who you are the next time you visit us. All you need to do is go to your web browser and delete your cookies using ‘Tools’ or ‘History’.

    Once you’ve cleared the cookies, close your browser and reopen it. Then you can visit our site again.

    We also recommend that you use the latest version of your operating system and browser.

  • You can change the currency by going to the top left-hand corner of our website. There is a small drop button which will allow you to change the currency to pounds, euros and dollars.

  • If you no longer wish to receive our style tips or emails, you can unsubscribe by:

    • Clicking the unsubscribe link in one of our emails.

    or

    •  Sending an e-mail to [email protected] requesting your information be removed from the mailing list.
  • If you are trying to use a discount code on our website, please ensure you enter the code exactly as it was given to you, without any spaces. You will be able to view this from your ‘My bag’ page.

    Type, copy and paste the code into the ‘I have an offer code’ box. This box is located above the ‘Checkout’ button.

    Press ‘Apply offer code’ and it will add the code to your order.

    * Please note that only one discount code can be used per order. Our discount code cannot be used for the cost of shipping or on sale items.

    If you find that you are still having difficulty using your voucher code, please contact us at [email protected] with your order number and voucher code.

  • You can use any of the payments listed below:

  • We take security very seriously here at London Sock Company. We’re committed to ensuring we keep our customers’ details safe.

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