Frequently Asked Questions

The following pages contain answers to frequently asked questions. Just click on the questions to access the answers.

+ How to shop on TheSockFactory.ch
+ My Account on TheSockFactory.ch
+ I’ve forgotten my Password – What should I do?
+ Is my personal information kept private?
+ What size should I take?
+ A product is out of stock, when will it be available again?
+ Can I pre-reserve a sold-out product?
+ Which methods of payment are you offering ?
+ Are payments by credit card secured?
+ I've had a problem with the payment, what can I do?
+ Is the V.A.T. included in the prices that are displayed?
+ How much is the delivery cost?
+ How long are the delivery times?
+ Which Logistics partner are you using?
+ How can I trace my package?
+ My parcel has arrived damaged or items were missing, what should I do?
+ Do you ship to multiple addresses?
+ Can I change or amend my order once it has been placed?
+ How do I exchange an item?
+ How do I get my money back?
+ How can I redeem my promotional voucher?
+ How to contact us?

Can't find your question? Our Customer service is available for any questions you may have. Contact us by email at info@thesockfactory.ch. We're happy to help!

How to shop on TheSockFactory.ch

Shopping at TheSockFactory is easy:

- Use the product links and click on it
- Once you have found an item, choose your size and quantity and click on the 'ADD TO CART’ button on the product page
- Review the items in your shopping bag by clicking the 'CART' link at the top of the page
- Click on 'CHECK OUT' to complete your order

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Your Account on TheSockFactory.ch

All you need to create your TheSockFactory account is an e-mail address and a password:

1. Click on Login, which can be found on the top right-hand corner of your screen
2. Enter your email address and password under 'I am a new customer' and click on 'Next'. Please complete all fields marked with an asterisk *. They will be needed to get identified next time you visit us.
3. We suggest that you check the information provided carefully, making sure it is correct before you click on “Next”.

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party.

If you do face any issue while creating your account, please just email us at info@thesockfactory.ch
Register with us and you'll be able to enjoy the following benefits through your The Sock Factory account:

- Track your orders and review past purchases
- Save your address
- Manage your account details, address book and email preferences

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What size should I take?

It’s crucial your feet love our socks. Therefore you need to carefully choose the correct size. We do offer three different EU sizes.

If you find yourself in between sizes we recommend you choose the smaller one, as our socks can easily stretch and adapt, otherwise you may find the sock a little too big.

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A product is out of stock, when will it be available again?

Please just be a little patient, it will return soon. We strive to re-stock products as quickly as possible. 

For more information on when a specific item will be available again, please contact us by e-mail through our contact page.

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Can I pre-reserve a sold-out product?

We hope to offer this function soon. For the time being, please send us an e-mail and we will put aside the socks of your choice, as soon as they will be available again.

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Is my personal information kept private?

Please be assured that your personal information is kept private and confidential, and at no point we will share it with a third party.

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I’ve forgotten my Password – What should I do?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page.

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Which methods of payment are you offering ?

We do offer following methods of payment:

- Anticipated bank transfer
- Credit card (Visa, Mastercard or Postcard)
- Paypal
- Paper invoice (+2.90CHF)

With the monthly invoice (PowerPay) -  you can pay your online purchases easily by invoice with a part payment option. MF Finance AG / PowerPay as an external payment service provider offers the payment method "payment via invoice". At the end of the payment process PowerPay takes over  the resulting invoice requirement and handles the corresponding payment option. By selecting the monthly invoice you accept the terms and conditions of  PowerPay. (powerpay.ch/agb-en)

The monthly invoice will be sent in the following month by mail. In partial payment, you at least have to pay 10% of the outstanding invoice amount each month. In this way you can easily decide for yourself, in how many installments you like to pay. Please note that each invoice will include an administration fee of CHF 2.90.

Within  this contract, MF Finance AG / PowerPay grants the customer a consumer loan under Art. 12 KKG, unless he uses the part payment option and no refusal reason under Art. 7 para. 1 KKG exists.

To every order, we reserve the right to amend specific methods of payment and to offer other available methods of payment.

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Are payments by credit card secured?

All data related to your payment method will be ENCRYPTED and NOT STORED ON OUR SERVERS. 

All transactions on this website are processed using PostFinance AG/Aduno AG, a secure online payment gateway that encrypts your card details in a secure host environment.

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I've had a problem with the payment, what can I do?

Sometimes our service providers, PostFinance or Aduno will not accept payment with several credit cards. This happens because the system redirects to your own bank so you can identify yourself for security reasons. When communication can’t be established for some reason, our payment platform will proceed to cancel the operation as a security measure.

If this happens you can proceed with the payment via PayPal, without the need of having an account registered with them. In this case you should not find any problems at all and it will still be a safe and secure transaction.

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Is the V.A.T. included in the prices that are displayed?

The prices displayed on thesockfactory.ch are net prices. The Sock Factory is VAT exempt, so we do not bill VAT to our customers.

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How much is the delivery cost?

Free shipping from CHF 45.- For all orders below, you will be charged a fixed amount of CHF 3.-

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How long are the delivery times?

Delivery time is usually 2-3 weekdays. You will receive a confirmation e-mail, as soon as your package is posted. This e-mail does contain a tracking number (for orders above 5 pairs of socks), this number allows you to trace your package online, from 24 hours of posting.

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Which Logistics partner are you using?

Our Logistics partner is SwissPost.

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How can I trace my package?

As soon as your order is dispatched from our warehouse, you will be sent an email to confirm that it is on its way. The email will include a tracking number, so that you can track the status of your order. Delivery is handled by our delivery partner SwissPost.

If you haven’t received your order after 5 working days following our confirmation of shipping, please contact us by email at info@thesockfactory.ch

Please note all order below 5 products/socks, are shipped without any tracking.

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My parcel has arrived damaged or items were missing, what should I do?

We kindly request you to check the parcel upon arrival for eventual damage and the correct content.
If you notice missing items or any damage to the product, please file a complaint with the parcel service and inform The Sock Factory, within 7 days after delivery. The Sock Factory will replace any missing or damaged items with identical ones.

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Do you ship to multiple addresses?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

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Can I change or amend my order once it has been placed?

Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.

However, we are unable to combine orders or add pieces to an existing order once it has been prepared/shipped.

If you need to make any amendments, please contact us by email at info@thesockfactory.ch

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How to return your order?

You have the right to return any merchandise that does not suit you within 10 days after receipt of the order.

Bitouci Sarl will only accept returns of merchandise in their original condition and packaging accompanied by the invoice.

Unless the product(s) presented a default, the shipping and handling fees will not be reimbursed and the customer supports the costs of return.

If Bitouci Sarl is responsible, all shipping fees for the return will be credited by a voucher that can be used for a future order.

Please always contact us by email info@thesockfactory.ch before sending back products. Please also mention your invoice/order number to avoid delays.

Please send your products to the following address:

The Sock Factory c/o Bitouci Sarl
5 Chemin du Repos
1213 Petit-Lancy
SUISSE

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How do I get my money back?

Your money is automatically refunded back via the payment method you used to make the purchase:

- If the payment was made using a debit or credit card, the money will be refunded to the bank account linked to the card.
- If the payment was made using PayPal, the value of your return will be refunded to your PayPal account.
- If the payment was made using an anticipated bank transfer, the money will be refunded on the same bank account.
- If the payment was made by paper invoice, the money will be refunded on your bank account. If the payment hasn’t been done/transferred, we will contact you to cancel the invoice.

You will receive an email confirmation when your return is received into our warehouse, and you should usually receive your refund within 14 days.

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How do I exchange an item?

If you want to exchange an item for a different size, colour or a different model, please send us an email to info@thesockfactory.ch

Please have a look at our “Returns” and “Refund” topics for more details.

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How can I redeem my promotional voucher?

If you have a discount voucher, please enter the promotion code at the last online booking step. If the voucher code is valid, the amount will be automatically updated.

Please pay attention to the below information regarding promotional voucher:

- Only one voucher can be redeemed per order
- Vouchers can only be redeemed once
- Vouchers may have a minimum order value
- Vouchers can only be used before you finalize your order. They can’t be deducted from a finalized or shipped order
- Always check the expiry date of your promotional voucher

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How to contact us?

Our friendly Support Staff is at your service 24 hours a day, 365 days a year to address your questions as quickly as possible.

Please contact us at anytime by filling in the contact form or by sending us an email at info@thesockfactory.ch. We will get back to you in the next 24 hours following your email.

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