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FAQs

If you don’t find the answer to your question here then please contact us.

 

Orders

How can I order HJ Socks?

You can order these through our online store or visit our stockist finder to buy on your high street.

Will I be told if an item is out of stock?

If an item is out of stock you will not be able to order it. If you would like to know when a specific item is due back in stock  please use the contact us link above.

What happens once I place my order?

When you complete your payment you will receive a confirmation email to advise you that we have your order. It will then be processed. We will contact you in the event that we require further information from you or if there is a problem with your order.

Do I need to order the same size that I take in a shoe?

Yes, we recommend you select a sock that covers your shoe size. Please see our size guide.

I can't find the product I'm looking for on your website.

If you can't find exactly what you are looking for please contact us and we'll be happy to advise you if we have stock remaining, can offer an alternative or advise of a stockist who may be able to help.

I haven't received my order. What shall I do?

If your order was under £49.99 the first thing we would recommend is checking with your local Royal Mail delivery office to see if they have your parcel there. Generally we allow 10 working days from despatch before we resend a parcel so if you haven't received the delivery after then please email us.

If your order was over £50 please contact the tracking service quoting the number you have been emailed. They will be able to provide you with the status of your delivery.

How do I use an offer code that I have received?

Simply add the products you would like to buy to your shopping bag by clicking on the 'Add to Bag' button. You can add the code at checkout (next to the subtotal and total). Type the code in the promotional codes box and click submit. You will then see the discount taken off your order. Please note if an offer code is not used at time of checkout it cannot be redeemed for that order.

 

Payments

How do I pay for my goods?

Payment is taken at the checkout, you can pay using all major credit or debit cards from the UK.

When is payment taken for my order?

All credit and debit transactions are debited from your card during the checkout process.

 

Security and Privacy

Is it safe to order online through your website?

Yes. Your payment is taken through a secure server which is fully encrypted. It is perfectly safe to enter your card details on our website.

I'm being asked for a MasterCard SecureCode. What is it?

MasterCard SecureCode is an online security system that protects your card against unauthorised use when you shop online. When you shop at participating online stores you will enter your MasterCard SecureCode password in the same way you would enter your pin at the ATM. It means that only you can use your MasterCard online. Giving you the same assurances you have when you use your card on the high street.

What if I do not wish to use the MasterCard SecureCode service?

When making a purchase you may be asked to enrol if you have not previously done so. You will not be able to defer this enrolment as there is no opt out option available. Please note that MasterCard SecureCode is not linked to HJ in any way and is a separate entity run by your bank for your security.

It's important to remember that we use the MasterCard SecureCode service in order to protect you when you shop online - it takes only a few moments to register and will ensure your card is protected against unauthorised use.

 

Delivery

Can my order be delivered to a different address to my home address?

Yes, we can deliver to a different address if required. There is a 'Ship to different address' option during the checkout process.

Can I choose a delivery date and time?

Unfortunately, we cannot offer fixed delivery dates or times.

When will my goods be delivered?

Orders placed before 12 noon will be despatched by the end of the next working day. Orders placed from 12 noon on Friday – Sunday will be despatched by Tuesday latest (if no bank holidays affect these dates).  We will advise you via email when your goods are despatched, If your order value is above £50 you will be provided with a tracking number.

You don't appear to deliver to my country. What shall I do?

Currently, our website only ships within the UK, Channel Islands, Isle of Man and the EU. If you are out of this area please check our find a stockist link to find alternative sellers.

How much is delivery?

Please refer to our Delivery Information page for delivery to your home.

 

Returns and Exchanges

What is your returns procedure?

We hope that you are pleased with your purchase that you have ordered from us, but if you do need to return an item to us, you can view our full returns procedure by clicking here.

Do I have to pay to return goods?

If you are returning an item to us for refund or exchange, the cost of returning the item to us is your responsibility. Please note that the goods are your responsibility until they reach us. For your own protection, we recommend that you send the parcel using a service that insures you for the value of the goods and you retain proof of postage. We understand that this can be costly so you can also get a proof of postage from the post office free of charge to confirm that you have sent the goods back. Please keep this safe.

In the event that you have been sent an incorrect item, please contact us in the first instance. Our Customer Service team will be able to advise.

If the item is faulty, please fill out our exchange and returns form and return with the goods. It is essential for both hygiene and for a thorough assessment that faulty items are returned to us in a clean, dry and presentable fashion

How do I return goods?

If you wish to return goods, please use the exchange and returns form that was despatched with your order. If you cannot find this please contact our Customer Services team to request another copy. Goods without a returns form may not be credited as we cannot process these without the information requested on them.

How are refunds credited?

Refunds for returned goods will be credited to the card used to pay for the original order through Sage Pay.

How long will it take to receive my refund?

Your refund will be processed as quickly as possible. Returns and credits are processed within 10 working days and we will email you to let you know.

Can I return the goods in person to your warehouse?

Unfortunately, for security reasons we are unable to accept any orders returned to our warehouse in person.

I am buying the socks as a present, what happens if they need to be exchanged?

As long as the socks have not been worn and they are returned in the same condition that they were received in they can be exchanged within 28 days.

What do I do if I receive the wrong item?

We apologise if a mistake has been made with your order. If the item you receive is not what you had originally ordered, please contact our Customer Service team within 28 days of receipt quoting your order number, your name and address and details of the product. Customer Services will advise you on how to complete the exchange and returns form included with your order.

 

My Account

I have forgotten my password. How can I get into my account?

If you have forgotten your password click on My Account / Log In at the top of the home page and then click on the 'Forgot your password' link. This will take you to another page and you will need to enter your email address. Once you have submitted this you will get an email to the address that you entered. If you follow the link on this email you can reset your password.

How can I view previous orders I have placed?

If you log into your account you can view all of your past orders making it easy to see the sizes and styles you have had in the past. It is also a quick way to reorder your favourites.

 

Ownership and Care

All HJ products require care, we advise all customers to refer to our care label for specific details.