FAQ's
How do I track my order?
Once your order has been dispatched, you will receive an email containing your tracking number. If for any reason you have not received your shipping confirmation email and your order date is past 5 business days please let us know by emailing sales@satinandsox.com
We will be happy to find out what is going on with your order.
What is your exchange/refund policy
• Returns must be in brand new condition, with original packaging and proof of purchase.
• Returns must be initiated within 7 days of the order delivery date.
• Customer is responsible for return shipping cost.
You can now request a return via your online account with us. Just log in using the email provided when you placed your order, and click 'Request Return'
https://www.satinandsox.com/account/login
Your feedback is extremely important to us. We do not require you to give us a reason for your refund, but it does help us to improve our products.
Please give a brief outline as to why you were not satisfied with your purchase, so we can make it right for you and our other customers! Thank You!
Please note we do not refund final sale items. Our full refund policy and further information can be found here:
https://www.satinandsox.com/policies/refund-policy
Can I visit your shop?
Our head office is based in Gravesend Kent, and we welcome visitors who wish to collect or return items, and traders who would like to work with us! We currently do not have a permanent UK store, however, we often sell at pop ups and markets in and around London. We appreciate your interest! Stay updated with online videos showcasing our production processes and future pop up events, by subscribing to our newsletter.
Can I amend my order
We aim to efficiently process orders within 3 days, whilst remaining open to accommodating changes. The quickest way to get a hold of us is by emailing us at sales@satinandsox.com Please be sure to include your order number and let us know what changes need to be made.
Do you ship globally
Yes we do! We use global couriers and postal services who operate independently from Satin and Sox.
Shipping rates may vary depending on your location, and are calculated at check out. Please note that shipping and postal fees are non refundable.
SHIPPING POLICY: Orders are processed, packaged and dispatched within 1-3 business days. Orders placed over the weekend are dispatched on Mondays.
Most orders should arrive within 10-15 Days max, but we do strive to have them arrive sooner.
Please note that personalised and custom items may take 14-20 business days as these are made to order.
Premium products that are gift wrapped incur a faster shipping fee and will arrive within 3-5 working days.
Worldwide shipping is available on all orders and is calculated at checkout.
Factors such as delayed logistics and customs clearings may have an impact on the delivery time of some items.
We strive to keep our prices as low as possible and close to the factory outlet price where we can, so that our customers are receiving the best value for money. This means we use standard delivery and national postal services such as Royal Mail to deliver your items. If you require an expedited delivery or courier service please contact us to discuss the alternative delivery options.
Once an order has been dispatched we are unable to change the delivery method, so please contact us as soon as you can if you have already placed an order and have a query with the delivery option.
DELAYED OR LOST ORDERS: A parcel is considered lost after it has been in the postal system for a period of 21 business days for UK orders and 30 business days for international orders. We cannot take responsibility for delays caused by the courier. Although orders normally take much less than that we are unable to dispatch a replacement until this period of time has elapsed. Parcels marked as 'Delivered' by postal services cannot be refunded as a missing or delayed order.
WRONG OR INCOMPLETE ADDRESS: If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.
Who pays for import tax?
Upon arrival in the destination country, international orders may incur import duties and taxes.
The customer is responsible for any customs charges that may be applied to the shipment.
Unfortunately, Satin and Sox has no control over these charges. Customs determines these charges and Satin and Sox has no way of knowing what these charges may be. Satin and Sox is not responsible for any actions taken by customs or the chosen package delivery service.