Refund policy

We want you stood in a pair that works. If you're not, two things cover you: 30 days to change your mind, and the 365-shift guarantee if a pair gives out on you.

Please read this before ordering or sending anything back.

Important: the address on your parcel is not a return address

The address printed on the outside of your parcel belongs to our local last-mile courier, who only handles delivery to you. They cannot accept or process returns, and any item sent there will not reach us and cannot be refunded.

The correct return address is only the one we give you by email once you have told us you're returning something.

All returns are sent to our fulfilment centre outside the UK. The full address is provided by email once you have notified us of your return.

Unless your item is faulty, damaged or incorrect, you are responsible for the cost of returning it. As this is an international return, tracked postage typically costs between £15 and £25 depending on your courier and location. Please check this cost with your courier before ordering or returning.

We do not provide prepaid return labels, and we are not able to arrange a collection.

A simpler option: contact us before you return anything. In many cases we can offer you a partial refund to keep the socks instead, with nothing to send back. This is entirely optional and does not affect your legal right to return the item for a full refund.

30-day money-back

You have 30 days from delivery to change your mind, for any reason or none. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a statutory 14 days. We give you 30.

Worn and washed is fine. Put them on and do a shift in them. Socks that have been worn, washed or had the packaging binned are still returnable inside the 30 days. We don't make deductions for condition.
Tell us first. Email hello@graft-co.com with your order number before sending anything back. We'll confirm the return address and instructions. You can use the cancellation form at the end of this page, but you don't have to.
After notifying us, you have a further 30 days to send the socks back. Returns sent after that may not be accepted.
You bear the direct cost of returning them, as set out above.
We refund the price of the item plus the standard delivery you originally paid. If you chose an upgraded or priority delivery option, we refund the standard rate only. The difference is not refundable.
Your refund is issued within 14 days of us receiving the socks back, or of you supplying evidence that you have sent them, whichever is earlier.
Refunds go to your original payment method.

The 365-shift guarantee

The 365-shift guarantee runs for 500 days from delivery. Wear a pair through inside that and we replace it free.

Email us a photo. That's the whole process. No posting the old pair back, no receipt, no form.
It covers the sock failing under normal work: cushion packed flat, heel or toe gone through, cuff stretched out of shape.
It does not cover accidental damage (a blade, a burn, chemical spill, or a dog that got to them), or a single sock that's gone missing in the wash.
One replacement per pair claimed, sent free of charge.

Email hello@graft-co.com with your order number and a clear photo of the pair.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged in transit, or isn't what you ordered, this is not a change-of-mind return and different rules apply:

You are entitled to a full refund, replacement or repair.
We cover all return costs. No fees and no deductions.
Email hello@graft-co.com within a reasonable time of delivery with your order number and clear photographs of the issue, so we can assess it and sort the resolution for you.

This does not affect your statutory rights.

Wrong size

Sizes run M = UK 5 to 8, L = UK 8.5 to 11, XL = UK 11.5 to 14. Order your normal shoe size. If you're between two, take the larger.

The fastest way to swap a size is to return the original for a refund and place a new order for the size you want. Return postage on the original is at your own cost unless the item is faulty or incorrect. Before you post anything, email us. A partial refund to keep them is often the cheaper route for you.

Multi-buy offers and free pairs

Where pairs were discounted or given free as part of an offer, for example buy 2, get 2 free, a partial return is recalculated against what you keep: your refund reflects the price you would have paid for the pairs you're keeping, not the discounted average.

If your return takes the order below the level that earned the free pairs, those pairs must come back with it. If they are not returned, their stated retail value is deducted from your refund.

Priority Dispatch

Priority Dispatch (£2.99) is a service, not a product. It is refundable in full if you cancel before your order has been dispatched, and not refundable once your order has left us, as the service has already been carried out.

How to return something

Email hello@graft-co.com with your order number before returning anything. Tell us the reason. It helps us improve the product, and lets us check whether a simpler option is open to you.
We'll confirm the return address and instructions by email.
Return using a tracked service and keep your proof of postage. Untracked returns cannot be traced, and we are unable to refund a parcel we have no record of receiving and for which no evidence of sending can be provided.
Put a note inside the parcel with your order number on it. Parcels arriving with nothing to identify them can be delayed a long time while we trace them.
Once received, we process your refund and email you to confirm it.

Depending on your bank or card provider it can take a few additional days for the money to show in your account. If more than 14 days have passed since we confirmed your refund, get in touch.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. You can also simply email us.

To: Graft & Co, hello@graft-co.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Ordered on / received on: _______________
Name of consumer: _______________
Address of consumer: _______________
Order number: _______________
Date: _______________

Contact

Graft & Co, hello@graft-co.com