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FAQ.

Frequently Asked Questions.

Shipping & Delivery.

The product is a pre-order

If your order includes a product that is a pre-order, the package will still only leave our warehouse for environmental reasons once all ordered products are in stock.

Where is my package?

We inform you about the estimated delivery time of your order in the order overview as well as in your order confirmation email – however, this time may vary depending on the selected items and the shipping method.

 

Why hasn’t my order been shipped yet?

Please give us some time to prepare your order for shipment. Usually, we ship orders within 48 hours, but some orders may take a little longer.

 

Can I still change when and how my package is delivered?

Yes, you can! Our shipping partners always send you an email notification about your package. Through this, you can specify your preferred delivery location, such as a parcel shop, or change the delivery day.

 

What happens if I’m not home during the first delivery attempt?

If the delivery person doesn’t find you at home, you can check the tracking to see if your package was left with a neighbor or at a branch. In some cases, a second delivery attempt will be made. 

 

My package should have already arrived!

Please check the tracking to see if the package was left with a neighbor. If it’s not with a neighbor and the shipping status hasn’t changed for 5 days, please contact us – you can find our contact options below.

What shipping options are available?

  • Standard shipping to Germany is free from €39 and is carried out with DHL's GoGreen service. With GoGreen, DHL offsets the CO₂e emissions generated during transport through climate protection projects. You can find more information about the program directly from DHL. 
    • Shipping to Austria, France, Italy, Belgium, or the Netherlands is free from €49. Shipping to Poland is free. Shipping to Switzerland or Liechtenstein costs 6 CHF.
    • Otherwise, costs may apply.  We will inform you about this during checkout.  We also inform you about the expected delivery time of your order in the order overview as well as in your order confirmation email – however, this time may vary depending on the selected items and shipping method.
  • Express shipping: You can select express shipping for delivery within Germany at checkout for €10. Your package will arrive within 1-2 business days. To guarantee next-day shipping, your order must be received by us by 12 noon.

Delivery is always made from Monday to Saturday with our shipping partners DHL, DHL Express, Post AT, Swiss Post, Colissimo, SDA Express, PostNL, Bpost, InPost, and Mondial Relay.
At checkout, we will show you the estimated delivery window for your package.

Where can I have my order delivered?

  • Your desired address
  • Packstations
  • Parcel shops

Contactless delivery
Our shipping partners offer you contactless delivery. You will always receive a notification from them about your package. Through this, for example, you can choose a preferred delivery location at your doorstep.
In addition to this delivery, other options are also available to you.

For example, you can change the delivery day if you will not be at home on the expected delivery date.

What is DHL GoGreen?

GoGreen is an environmentally friendly shipping and receiving service from DHL and Deutsche Post. 

The emissions generated by shipping are offset through investments in global climate protection projects. This way, our products can be delivered to you climate-neutral through compensation.

Are there any costs for delivery and returns?

Delivery:

Standard shipping to Germany is free from €39 and is carried out with DHL's GOGreen service. Shipping to Austria, France, Italy, Belgium, or the Netherlands is free from €49. Shipping to Poland is free. Shipping to Switzerland or Liechtenstein costs 6 CHF.

 

Returns:

No, returns are free of charge.

What can I do if I ordered to the wrong address?

Have you already placed an order, but the address is incorrect?

 

You can cancel your order up to 30 minutes after we receive it. If you need to change the address, color, or size, cancellation is also necessary. After 30 minutes, this is no longer possible.

 

If you have a customer account with us, you can easily complete the necessary steps yourself:

 

- Select your order in your profile. 

- Then you can click the yellow "Cancel Order" button, and your order will be automatically canceled, and the purchase price refunded to your previously chosen payment method.

I received a damaged package

We are sorry if you received a damaged package. 

Here you can submit your damage report!

 

Are the ordered items intact?

If only the package was damaged and you want to return something, you can simply use any packaging of your choice for the return shipment. Please use the return documents you receive through our returns portal – this ensures the return goes to the correct address.

We ask for your understanding that we cannot replace damaged shipping materials.

 

Which countries does SNOCKS deliver to?

We currently deliver with our shop to:

  • Germany
  • Austria
  • Switzerland
  • Liechtenstein
  • Netherlands
  • Belgium
  • France
  • Italy
  • Poland

If you want to order from Spain, Czech Republic, Sweden, or Finland, you can find our products, for example, at Zalando.

 

You can get our products via Amazon in the following countries: 

Spain, United Kingdom, Sweden, Turkey, and (limited) Dubai

Returns & Refunds.

Can washed and worn laundry also be returned, or if the original packaging is no longer available?

Within 100 days of the purchase date, this is no problem at all - customer satisfaction is very important to us.

Can I return the period underwear?

You can return unopened and unworn period underwear within 100 days. The return must be made in the original packaging.

Complaint

Is your item defective or damaged?

 

We're sorry. Please submit a complaint - click below and fill out the form. We ask for as complete information as possible so that we can review your complaint quickly.

 

https://snocks.com/pages/neue-socken-garantie

How do I return an item?

  1. First, you fill out our return form, providing your order number, what you are returning, your email address, and so on. The more information you provide in the form, the faster and easier the return process will be for you and, of course, for us.
  2. You will then receive a link by email to create your return label.
  3. You take the packaged item with the label to the nearest Packstation, DHL, Post AT, Swiss Post, or GLS branch and receive a receipt for your return.
  4. We receive notification of your return and will process the refund as quickly as possible.

100-day satisfaction guarantee

How does the 100-day return policy work?

 

You can return items to us within 100 days, even if you bought them on sale. Unlike other providers, we don’t mind if you have already worn and washed the items. We want you to be satisfied.

How does the refund of my purchase amount work?

After inspecting the return, we will promptly refund the amount using the payment method you previously selected. For some payment providers, this process may take up to 10 business days. We ask for your understanding in this matter.

 

Did you pay with a voucher? Then the refund will be processed via the voucher until it reaches the original amount.

Can I return multiple orders together?

Basically, this is not a problem. However, we ask you to contact our support beforehand and coordinate this.

 

In the worst case, complications may arise if you simply send multiple orders at the same time.

How can I cancel my purchase?

All details about the cancellation policy can be found in our cancellation policy.

Do I have to pay shipping costs for a return?

No, the return is free of charge.

 

Please simply stick the return label, which you will receive by email, on the outside of your return package. This ensures the return always goes to the correct address.

Payment.

Why can't I select my preferred payment method (e.g., Klarna)?

Possible reasons why a payment method is not available

  • Delivery and billing addresses do not match. If you want your order delivered to a DHL Packstation, this can occasionally exclude payment by invoice.
  • The combination of name and address could not be found. This can happen due to typos, moves, marriage, or changes in municipality.
  • There is an outstanding amount for another order – which sometimes simply means that a bank transfer has not yet been credited to our account or a return has not yet been processed.
  • Like other platforms and shops, we use independent credit agencies to help assess your creditworthiness. Their data can sometimes result in you not being able to pay by invoice for your order.
  • For pre-orders, payment by invoice cannot be offered due to deadlines.
  • For our Swiss customers, we unfortunately cannot offer Klarna as a payment method.

 

We reserve the right not to offer a payment method for certain orders.

 

What can I do if my payment method is not available?

 

Check if there are any outstanding orders and settle them. If your delivery and billing address entries do not match, you can adjust them before completing your order.

 

Please understand that our customer service cannot enable a payment option for you if it is not offered.

 

Our service staff also cannot see why you cannot order with your preferred payment method. Here, too, protecting your data takes priority for us.

 

We review which payment methods we can offer with every order. So it is possible that your payment method will be available again with your next order.

 

If not all payment methods are offered to you at any time, all our other services and benefits are still available to you.

When will my return be refunded?

Your return will always be credited according to the payment method you chose when placing the order.

 

When will I receive confirmation of my return?

 

After we receive your return, we will check what you have sent back. Please allow us up to 10 business days to confirm your return.

 

The purchase amount will be credited depending on the payment method as follows:

 

Credit Card:

The credit will be refunded to the credit card account we charged. You can see the refund on your next credit card statement. It may happen that the refund date matches the payment date on the statement.

PayPal:

The credit will be applied to the PayPal account you used. Whether the amount is kept in your PayPal account or refunded back to your bank account can be set by you directly in PayPal.

Gift Voucher:

The refund will be credited as a balance to your originally selected gift card. A cash payout of the balance is not possible. If you combined the gift voucher with another payment method, we will offset the voucher value against the items you keep. Any amount paid beyond that will be refunded according to the other payment method you chose.

Klarna, iDeal, TWINT, Bacontact, BLIK, Przelewy24:

Your refund will be forwarded by us to the respective payment provider and then reimbursed via your payment method there.

How do I get a copy of my invoice?

You will receive your invoice in the order confirmation sent to you by email:

 

https://snocks.com/pages/rechnung

 

If you no longer have this email, please feel free to contact our support team. We are happy to assist you.

What payment methods are available?

We offer the following payment methods:

  • Paypal
  • Klarna
  • Credit Card (Foreign transaction fees may apply for payments from Switzerland.)
  • iDEAL (Only for orders from the Netherlands.)
  • TWINT
  • Bancontact
  • BLIK
  • Przelewy24

 

Order.

Complaint

Is your item defective or damaged?


We are sorry to hear that. Please submit a complaint by clicking below and filling out the form. We ask for as much detailed information as possible so we can review your complaint quickly.

Here you can go directly to our complaint portal

Change or cancel order

You can cancel your order within 30 minutes. 

I received an item that I did not order

Did you receive the wrong item instead of the one you ordered? Or did you get an extra item that you didn’t order?


 

Please contact us through one of the contact options. Provide your order number and the incorrect item. We will be happy to assist you.

I received a damaged package

We are sorry if you received a damaged package. 

Here you can submit your damage report!

 

Are the ordered items intact?

If only the package was damaged and you want to return something, you can simply use any packaging of your choice for the return shipment. To return, just go to this link and easily register your return with us. Afterwards, you will receive your return label.

Please understand that we cannot replace damaged shipping materials.

 

Is an item damaged or missing due to shipping?

Please contact us through one of the contact options. If you provide us with your order number, we can assist you especially quickly.

Why was my order canceled?

Please excuse us if your order was ever canceled by us. Sometimes an item is already sold out but still shown as available in the shop.
 

If an item is particularly popular, it may have sold out just before you completed your order. In very rare cases, our system may not update in time, so the order has to be canceled afterward.
 

If the item is sold out, we apologize. In this case, you can set up an availability notification on the product page. As soon as the item is available in your size, you will receive an email notification from us.
 

Will the purchase amount be charged if an order is canceled?

Of course, you do not have to pay for items that were canceled. The amount will be refunded to you immediately.

Buy SNOCKS gift vouchers

Enter "Gutscheine" in the search field and you have the option to buy gift vouchers. We will send the voucher as soon as your payment has been received.

 

SHOP SNOCKS GIFT CARDS NOW

Can discount codes be combined?

No. Discounts cannot be combined with each other.

My customer account.

I did not receive the discount code for signing up for the newsletter.

Thank you for confirming your email address.

Your voucher should already be on its way to your inbox. Delivery can sometimes take a while. Please also be sure to check your junk/spam folder and the promotions tab.

There are recurring issues with email delivery, especially with T-Online and web.de mailboxes. Please try a different email address or contact our customer service:

https://snocks.com/pages/kontakt

How can I subscribe to or unsubscribe from the newsletter?

You can sign up for our newsletter at the following link:

https://snocks.com/pages/rabatt

 

Use the following link to stop receiving promotional emails from us:

https://manage.kmail-lists.com/subscriptions/unsubscribe?a=JeZXHw&c=HmNcdU

Alternatively, you can also scroll all the way down in any of our newsletters and unsubscribe there – the email might be too long, so you may need to select "Show full email" first.

How do I get a return label?

Do you need a return label? Here's how easy it is:

Create your return online, then you can download and print a return label.

 

Here you can access our returns portal

How do I change my password, email, or name?

Do you want to change your name, password, or email address?

Please contact us directly through the known contact options. We are happy to help you update your information.

Has your delivery address changed?

You can update the address in your customer account under addresses for future orders.

Forgot your password?

No problem! Because with us, you can now log in without a fixed password. By entering your email address in the login area, you will receive a one-time login code from us that you can use to log in each time.

How can I delete my customer account?

If you would like to delete your customer account, please contact us directly with your request.

Please note that we can only delete your account once

  • all outstanding amounts have been settled
  • you have received all due refunds from us
  • there is no remaining credit from redeeming a gift voucher in your customer account
  • none of your orders are still in transit

If any of these conditions are not met, we cannot delete your account immediately. In this case, we kindly ask you to resolve any outstanding matters if possible. Regarding pending refunds and orders in transit, we ask for your patience.

Sustainability.

Is SNOCKS sustainable as a company?

Phew, a simple yes/no question that isn’t so easy to answer. Let’s put it this way: we do our best and make sure to make our everyday SNOCKS life increasingly sustainable.

 

Examples from our office in Mannheim

- Ecological: 100% green electricity, purchasing environmentally friendly office supplies

- Social: health management (mental health, yoga), work & life balance (remote work, pets in the office), diversity (accessible workspaces, gender-neutral bathrooms) 

 

Unfortunately, we don’t always succeed:

Summer trip 2022: team flight trip to Mallorca*

 

*To offset the greenhouse gas emissions of 50.9t CO2 according to the Gold Standard, we invested in a climate protection project in India.

Are the products from SNOCKS sustainable?

How much we would love to simply answer “Yes” out loud. But unfortunately, it’s not that simple. A sustainable textile industry is too big a challenge for that. But what we can say for sure: we give our best. We rely on organic cotton, recycled polyester, and are working to further minimize our environmental impact. Because we also take social responsibility seriously, we closely examine our supply chain and working conditions.

 

By producing basic clothing that never goes out of style, we can also avoid overproduction of garments. By the way, we use ships for transport because they are simply more environmentally friendly than airplanes. Only in emergencies (2022: 1%) do we use planes. 

Are your products made from organic cotton?

We use 99% organic cotton. Yes, okay, that one percent would still be nice, but at the moment we still sell some items that contain conventional cotton. Why we rely on organic cotton: We grow it without harmful chemicals and synthetic pesticides. This not only protects the environment but also the health of the farmers. Organic cotton also promotes sustainable water use and soil health. The Global Organic Textile Standard (GOTS) ensures that these and other ecological and social criteria are met. 

Where does SNOCKS produce the products?

Our products are manufactured in China (82%), Pakistan (17%), and Turkey (1%). Recently, Bangladesh and Sri Lanka have been added, but we cannot provide percentage figures for these countries at this time. To ensure good conditions on site in Germany, we only work with production facilities that are regularly audited by amfori BSCI or comparable social standards from external auditors.

Which is your most "sustainable" product?

Warning, politician's answer: It depends. But it really depends on which aspects you consider when looking at the products, as they each offer very different benefits. Our products made from organic cotton and recycled polyester* are definitely among the best, as they help reduce environmental damage. To finally determine which is our most sustainable product, we still lack data on water consumption and durability, among other things. We're working on it.

 

**To prevent microplastic pollution during washing, we recommend using a GUPPYFRIEND laundry bags.

Why don't you produce in Germany?

One of the biggest misconceptions about sustainability: production in Asia is always bad, production in Europe is always good. It's not that simple. Our production outside of Germany primarily allows us to offer affordable prices to make basics accessible to everyone. But this can also be done fairly. It would be blind activism to cancel all orders and completely take away work from the factories through our contracts. International standards guarantee us that everything in our production is done properly. Through long-standing relationships, we have built a responsible supply chain and are committed to fair working conditions and dignified wages in our production facilities. We work closely with our production partners to ensure that social and environmental standards are met. Sustainability is a holistic approach that goes beyond the place of production and also includes the entire supply chain. 

What do you want to do next in terms of sustainability?

Sustainability is a huge challenge, especially in the textile industry. That’s why we believe transparency and honesty are the most important things here. We are currently working on a sustainability report. We actually wanted to publish it in 2023, but we simply didn’t manage to. It will come in 2024, promised. It will give you deep insights and provide us with important findings so we can keep improving. It’s a journey. Will you join us?

Would you like to learn more about our sustainability efforts?

Visit our ESG landing page to learn more about our initiatives and actions in the areas of environment, social responsibility, and corporate governance. 

Size charts.

Size Charts - Overview

Here you can find our size charts:

 

Size Guide

How do I find the right size or fit?

Do you need personal advice for finding the right size? 

 

No problem, here you will get suitable help.

 

Here you can find our size guide

What can I do if an item in my size is sold out?

An item is no longer available in your size?

 

In such cases, you can set up an availability notification directly for your desired item. As soon as the item is back in stock, we will inform you by email. Please also check your spam folder here.

General information.

When can I reach SNOCKS customer service?

Our customer service is available to you as follows:

 

👨‍💻👩‍💻

Monday to Friday from 8:00 AM to 8:00 PM
Saturday from 9:00 AM to 8:00 PM

 

Our response time is usually a maximum of 24 hours, as good and reliable customer service is our top priority.

If it takes longer in exceptional cases, we will inform you in a confirmation message upon receiving your inquiry.

 

Requests are answered in chronological order, regardless of which channel we are contacted through, as our service staff manage all channels simultaneously.

Sending another message through a different contact method may unfortunately cause delays.

We assure you that we respond to every concern reliably, conscientiously, and as quickly as possible! ❤️