Help center - FAQ
- Large orders, B2B and custom designs
How can I track my shipment?
At the time of shipment and depending on the selected shipping method, you will receive an email confirming the fulfillment of your order. The email contains the tracking number of the package and a link that will allow you to follow the status of your shipment. Didn't receive an email? Be sure to check your spam folder within a few days after placing your order.
How long does it take to deliver my order?
Our products are delivered in 7 working days within the EU from the time of order. Note: Delivery times also include production times for our products that are made-to-order. Please note that we have longer delivery times during the Christmas period due to high demand.
Please note that once we hand over your package to our delivery partners, it is literally out of our hands. We always strive for delivery in 7 working days however we are subject to our partners for the last mile.
My order has not been delivered yet, what can I do?
Please check the confirmation e-mail we sent you at the time of the order: you will find the shipping method you selected and the estimated delivery time. Can't find it? Please check your spam folder as it might have ended up there. Please note that the time is calculated in working days. Please note that we depend on our delivery partners to deliver your package on time. We also understand that due to the surge in e-commerce orders in general delivery partners might be faced with a delay from time to time. If the estimated delivery date has passed more than five working days, please contact our Customer Service and we'll be happy to help you!
Which countries do you ship to?
At the moment shipping is active only for countries within the European Union (Switzerland and Norway are excluded) and the US.
What are the shipping costs?
Shipping is free for all orders of 3 pairs of socks or more (within the EU). This includes multi packs. If your order contains less socks, the shipping cost within the EU is 9.95 Euro for delivery in 7 working days.
Can I change my order after placing it?
Our custom socks are made to order. We process the order within 2 hours of receipt and it is unfortunately difficult to change it after the production process has started. If you notice an error when creating the order, contact our Customer Service quickly via email or chat and we will try to help you as best as we can.
I have placed an order but have not received a confirmation email
Have you checked your spam folder? Unfortunately, sometimes the confirmation can end up there. The order confirmation is sent immediately after making the purchase: if after 24 hours you still have not received anything, contact us at Customer Service and we will check what went wrong.
What should I do if I receive a defective product in my order?
If you have received a defective product, we will provide you with a new product as soon as possible. To start the replacement process, we kindly ask you to take some pictures of the defective product and attach them to an e-mail addressed to email@example.com, in which you specify the order number and describe the problem. Thanks to your help, we will be able to understand more quickly what happened and improve.
Can I return my personalized socks if I am not satisfied?
Our socks are customized and made to order for each customer, which means we cannot accept returns unless the product was delivered with a defect. In this case, see the previous chapter on this page.
We work to make our customers happy and if that isn't the case we regret not having succeeded! Help us understand what you didn't like, so we can improve. Please contact Customer Service by sending us your comments and we will do our best to make you happy!
Large orders, B2B and custom orders
I would like to place a large order, can I get a discount?
If you are looking to place an order with 20 pairs of socks or more, contact us to get a tailor made offer.
I want custom design socks with my own logo / brand / colors, is that possible?
Yes! We love creating tailor made orders for you, whether it's a business order, an order for a wedding party, merchandise or perhaps a family reunion. Contact Us for more information about designs, pricing and delivery times. We also have a specific Partnerships page that showcases a bit more about what we can do for you.
Which payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, iDeal, Apple Pay and Google Pay.
Can I receive an invoice for my order?
You will always receive an order confirmation from us. However, if you would like to also receive an invoice for your order, please contact us with your order number and we will email it to you.
The socks I received are way too big!
The socks you receive will appear too big. Don't worry, they just need to be washed first before wearing. We guarantee that your socks will fit perfectly after their first wash.
Why? Socks contain elastane so they form perfectly around your feet and have a nice stretch. Elastane needs to be wetted in order to shrink to the right size. However, as we produce per pair we ask you to wash the socks yourself prior to wearing. This way we save a lot of water together and help reduce the waste of the fashion industry.
So, after receiving your socks just pop them in the washing machine along with the rest of your clothes and enjoy!
How do I care for my socks?
In order to enjoy your socks for as long as possible, wash your socks at 30 degrees and do not put them in the dryer.
I have received the wrong product, now what?
If you have received a product that you have not ordered or if any product is missing from your order, please contact us at Customer Service and we will send you the product you have chosen asap. Remember to specify your order number and please send us a picture of the product you received.
Do the colors on the website reflect the actual product?
We photograph all our products in high definition to obtain an image that is as real as possible. Computer screens and settings sometimes alter colors, and we cannot always guarantee that the products on your display are identical to the ones you are holding. However, the difference is usually hard to notice.
What is your return policy?
Our items are unique pieces that are personalized and made to order according to our customer’s wish. Unfortunately, once made for a customer, the socks cannot be re-proposed to a new customer. Our return policy therefore requires that the items, in order to be refunded, must be defective. When we receive your refund request, we will proceed to analyze it. As soon as it is accepted, the refund procedure will be activated and will be carried out within 15 days of returning the products. All refunds will be made to the same payment method used to place the order.
How can I return a purchased product?
If you decide to return a product, please contact our Customer Service by sending 3 detailed photos of the item you received highlighting the defect. When you receive a confirmation from Customer Service, send the defective products to the address listed below. We will refund you within 14 working days of receiving the goods.
Via Polibio 3
PROMOTIONS & VOUCHERS
How can I use my discount code?
Enter your discount code when you arrive at the checkout on our web site. When you paste the code, be careful not to insert double spaces or to confuse digits with numbers, for example by typing a digit “0” instead of the letter “o” and vice versa.
Once the discount is added in at the checkout your discount will be applied to your total amount.
I have multiple vouchers, can I redeem them in 1 order?
Unfortunately it is not possible to combine multiple discount codes or vouchers in the same order.