FAQ
Orders and shipping
How long does it take for a product to reach me?
Unless otherwise stated in the respective offer, delivery will take place after completion of the goods (please note that the socks are individual items and we need 7-10 working days to produce them) within UK within 22-42 working days, for international deliveries within 28-49 working days after conclusion of the contract (in case of agreed advance payment after the time of your payment instruction). Please note that no delivery or production takes place on Saturdays, Sundays and public holidays.
When will my order be shipped?
All our socks are made for you only when you order them, and we receive a large number of orders every day. On the one hand, this is of course very nice, as we know that you like our socks, but on the other hand, this creates a very large queue of print orders. The individual socks also have to be processed by our designer, which causes additional waiting time. At the moment it takes about 10 working days until your socks are handed over to our shipping company. We are constantly improving and ask for your understanding for possible waiting times.
Can I track my delivery with a tracking number?
Yes, as soon as your order has been shipped, you will receive an email from us with a tracking number and a tracking link. Please note: If you have only entered your mobile phone number and no e-mail address, we are unfortunately unable to send you a tracking number by text message for technical reasons. You can only track your shipment by entering your order details and using the link above.
The consignment status of my consignment no longer updates, what can this mean and what can I do?
It can happen that the shipment status of a shipment is not updated for a few days. If your shipment status has not changed for more than 14 days, please let us know via Facebook Messenger or by sending an email to contact@face-on-socks.com. We will then contact the shipping company and take further steps to find your shipment. We will then contact the shipping company and take further steps to locate your shipment.
I ordered several socks, but only one arrived. Why?
To meet the high demand and ensure a consistent shipping process across multiple locations, we ship most socks in individual packs immediately after they are printed and packed. However, the socks in your order are usually produced at relatively the same time, so the other packs should arrive promptly. Although we send several packages, the shipping costs are of course always free of charge for you!
If you can't find your order, feel free to contact us via Facebook Messenger or email contact@face-on-socks.com and we'll see what we can do for you!
My socks / products have already been delivered according to the tracking, but I have received nothing. What is going on here?
Unfortunately, this is very annoying and we would like to apologise to you very much! We have experienced that some postmen forget to leave a "pick-up card" with the customers. In most cases, the item is at your local post office or has been left with a neighbour. The best thing to do is to ring your neighbour's doorbell or call your local post office.
If you can't find your order, feel free to contact us via Facebook Messenger or email contact@face-on-socks.com and we'll see what we can do for you!
I have received the wrong socks / products. What do I do now?
Of course, this is not so nice and we apologise to you very much! Please let us know via Facebook Messenger or by email to contact@face-on-socks.com and we will find a solution as soon as possible.
How much are the shipping costs?
Just like you, we don't like shipping costs, so we have decided to send all packages to you free of charge. In addition, every shipment comes with a tracking number so you can easily track your shipment online.
Which countries do you deliver to?
We currently deliver our socks to the following countries: England, Scotland, Wales and Northern Ireland
My delivery address has changed - what do I have to do?
If you have a new address, please inform us of the new address as soon as possible so that we can change the shipping address before dispatch. If the goods have already been dispatched, the change is unfortunately no longer possible.
What payment options are available?
We offer payment via PayPal and credit card. Another payment method via online banking is also possible.
Questions about our products
What is the best way to wash the socks?
We recommend that you turn the socks inside out and wash them in cold water (30 degrees) and dry them at a low temperature. Furthermore, use a mild detergent and do not use fabric softener. If you wash the socks together with other colours, the quality of the socks will not be affected in any way.
Do the socks fade with time?
We use a special process to make our socks. You won't see any ink or dye residue on your socks because the fabric is already dyed. If you care for your socks properly, they can last a lifetime.
What sock sizes do you offer?
We offer so-called "One Size" sizes. This size is suitable for every foot and adjusts itself to the foot of the person wearing it, so it doesn't matter if your shoe size is 35 or 46 :)All socks come up to the middle of the shin on average.
What material are your socks made of?
65% Polyester, 30% Polyamid, 5% Elasthan
Do I have to wash the socks before wearing them?
As the socks are all printed individually by hand, in exceptional cases there could possibly be residue. To prevent the risk, we ask the customer to wash the socks before wearing them.
Questions about my photo
How can I tell that I have selected an appropriate photo?
In order for us to be able to print your product in a high quality, you should make sure that you send us a picture where the face of your face is clearly visible. Furthermore, the quality and lighting conditions of the file are an important factor. Please do not use photos with filters.
Can I have multiple faces printed on my product?
That's no problem. Just upload a photo with a maximum of 2 faces and we'll do the rest.
Can I also have other faces printed on the product?
We print everything on the socks! You are welcome to have any image printed on the product. The faces of animals and people only serve as a template. You can also have your car printed on the socks, for example.
Do I have to cut the face out of the photo myself?
Of course not! Our designers professionally cut out the face of the image and place it on the product accordingly.
Can I see a preview of the product before it is printed?
Due to the currently very high demand of our products, it is currently not possible for us to send a preview to all customers.
Can I upload a collage with the photo blanket?
Due to the format of our blanket, it may not be possible to print the full format of your image, depending on the photo. In such cases, we have to cut off a small part of the image to fit the format of the blanket. Therefore, avoid collages or images edited with text, as important information can be lost.
If you have any further questions, please contact us by e-mail at contact@face-on-socks.com
Exchanges and returns
Can I still change the design or the image of my sock?
We receive a large number of orders every day and are currently unable to change the image of your socks afterwards. If you have accidentally uploaded the wrong image, please email us as soon as possible. If 12 hours have already passed since the order was placed, it is no longer possible to change the image.
My product arrived damaged or the print is not perfect, what should I do?
If your product arrives faulty, damaged or you are not satisfied with the product, you can keep the product and do not have to return it to us. Please send us an email with your concern and include a picture. A member of our team will immediately take care of your request and have a new product created and sent to you. Please allow up to 4 weeks for this to happen. Please note that we will print the image/motif that you have specified. If you do not like the picture/motif or the product does not fit, face-on-socks.com is not responsible for this.
How can I return or exchange my socks?
As each pair of socks is made individually for each customer, we regret that we cannot accept returns or offer refunds unless our quality management has accepted a cancellation. Cancellation after 12 hours is excluded. For more information, please see our cancellation policy.
If you are not satisfied with your product, please send us an email. Include your order number in the email and send us a photo of your product. Our team will then decide whether a complaint is accepted or not.
Contact
How do I contact customer support?
So that we can process your request as quickly as possible, please send us an e-mail to contact@face-on-socks.com or fill out our contact form. We will do our best to process your request as quickly as possible. As a rule, this takes place within 48 hours.
What information should I leave when contacting customer support?
In order for our customer support to be able to help you as quickly as possible, we ask that you provide the following information:
-Write with the email address that you used to place your order
-Provide us with your full name
-Provide us with your order number (#FOS...)
-Describe your request in as much detail as possible.