Help & Contact
Have questions about NovoSoxx®? Find helpful information about our products and policies here. If you need anything else, our team is always happy to help.
Returns & Claims
Ordered the wrong size? We make returns easy. Request your return label here.
Shipping & Delivery
Enjoy free shipping on orders over €45. Your new socks usually arrive within 3 working days.
6-Month Anti-Hole Guarantee
Hole in your sock? No problem. Our 6-Month Anti-Hole Guarantee means we'll replace it straight away.
Size Guide
Not sure which size is right for you? Take a look at our size guide.
Sock Care
Find out how to keep your NovoSoxx looking and performing their best.
Complaints & Returns
100-Day Returns Policy
In addition to your statutory right of cancellation, we offer a voluntary returns period of 100 days from receipt of the goods.
Our Cancellation Policy applies during the statutory 14-day cancellation period. For a voluntary return after this period, items must be unworn, unwashed, clean and in a resaleable condition. You may, of course, try them on carefully.
Your statutory rights relating to defective goods are not affected by the voluntary returns policy.
How to Return an Item
- Open your order using the “Cancellation & Returns” link in our footer. Alternatively, email us at contact@novosoxx.com.
- Provide your order number and specify the items you wish to return.
- We can provide a return label at your request.
- Pack the items securely and hand the parcel in at the carrier indicated on the return label.
- Once we have received and checked your return, we will refund the relevant amount using the original payment method.
Return Shipping Costs
We charge a flat fee of €3.50 for a return label provided by us. This amount will be deducted from your refund.
Alternatively, you may arrange and pay for the return shipment yourself. Please retain proof of postage until your return has been fully processed.
You will not incur any return shipping costs for a justified complaint, product defect or claim under our Anti-Hole Guarantee.
Refunds
If you cancel the entire order within the statutory 14-day period, we will also refund the cost of our least expensive standard delivery. Additional costs for a more expensive delivery method selected by you will not be refunded.
For voluntary returns made after the statutory cancellation period, the original shipping costs will not be refunded.
We may withhold the refund until we have received the goods or you have supplied evidence of return.
Complaints and Defective Items
If an item is defective or arrives damaged, please email us at contact@novosoxx.com. Include your order number and, if possible, clear photographs of the item and the affected area.
A return is not automatically required in these cases. Once we have reviewed the matter, we will explain the next steps. You will not incur any costs for a justified complaint.
Return Address
NovoSoxx GmbH
Hauptstr. 4
83395 Freilassing
Germany
Please register your return in advance using “Cancellation & Returns” or by email. This helps us match it to your order more quickly.
Shipping and Delivery
Shipping Costs
Shipping is free on orders of €45 or more.
For orders below this amount, the applicable shipping costs are displayed during checkout. The shipping costs shown at checkout for your delivery country and selected shipping method apply.
Delivery Times
Delivery within Germany usually takes 2–3 working days.
Delivery to Austria, Belgium, the Czech Republic, Denmark, France, Hungary, Italy, Luxembourg, the Netherlands, Poland, Portugal, Slovakia, Slovenia and Spain usually takes 4–5 working days.
Delivery to Bulgaria, Croatia, Cyprus, Estonia, Finland, Greece, Ireland, Latvia, Lithuania, Malta, Romania and Sweden usually takes 5–7 working days.
Deliveries are not made on Sundays or public holidays. Delivery may take longer during periods of particularly high order volumes, promotional campaigns or delays affecting the shipping provider.
If your order is significantly delayed, we will inform you as soon as possible.
Tracking
Once your order has been dispatched, you will receive a shipping confirmation containing a tracking number. You can use the link in that email to track the current status of your shipment.
It may take a few hours for the tracking information to update after you receive the shipping confirmation.
Delivery Address
Please check your delivery address carefully before completing your order. If you notice an error afterwards, contact us as soon as possible at contact@novosoxx.com.
If your order has not yet been dispatched, we will try to amend the delivery address. Once it has been dispatched, we cannot guarantee that the address can be changed.
Incomplete or Damaged Delivery
If your delivery arrives incomplete or damaged, please contact us at contact@novosoxx.com. Include your order number and, if possible, photographs of the delivery and packaging.
We will review the matter and arrange a solution as quickly as possible.
Anti-Hole Guarantee
Anti-Hole Guarantee
We offer a voluntary six-month Anti-Hole Guarantee on NovoSoxx socks purchased through novosoxx.com. The guarantee period begins when you receive the goods.
What is covered?
If a hole develops in the sock during normal, intended use within the guarantee period, we will replace the affected pair free of charge. If the same item is no longer available in your size or colour, we will agree a comparable replacement with you. There is no delivery charge for the replacement.
The guarantee applies to orders placed through novosoxx.com with a delivery address within the European Union.
What is not covered?
The guarantee does not cover damage caused by improper use or care, failure to follow the care instructions, sharp objects, external force, deliberate damage or loss. Cosmetic changes and normal signs of wear without a hole, such as pilling, discolouration or reduced elasticity, are also not covered.
How to make a claim
- Email contact@novosoxx.com within the six-month guarantee period.
- Include your name and order number.
- Attach clear photos showing the item and the hole.
You normally do not need to return the item. If a return is exceptionally required for inspection, we will inform you in advance and cover the return shipping costs.
Guarantee provider
NovoSoxx GmbH
Hauptstr. 4
83395 Freilassing
Germany
Email: contact@novosoxx.com
Statutory rights
You may exercise your statutory rights in respect of defects free of charge. These rights are not restricted by this guarantee. The Anti-Hole Guarantee applies in addition to your statutory rights.
A replacement does not extend or restart the guarantee period.
Size Guide
Find your NovoSoxx® size
NovoSoxx® sizes are based on shoe sizes. This applies to all our socks except Tubxx, which are available for adults in one unisex size.
If you are between sizes, both options may fit. Choose the larger size if you prefer to wear your socks slightly higher on the shin.
Sock Care
How to care for your NovoSoxx®
Follow these simple care instructions to keep your NovoSoxx® performing at their best for as long as possible.
Wash at a maximum of 40°C
Washing at 40°C or below is enough to clean your NovoSoxx®. It also uses less energy, which is better for your wallet and the environment.
Wash similar colours together
Wash black and white items separately. Coloured items can be washed together. Separating similar colours helps your NovoSoxx® and other clothing retain their original colour.
Do not tumble dry
Tumble drying can cause products to shrink. Air-dry your NovoSoxx® to protect their fit and reduce energy use.
Do not use fabric softener or bleach
Fabric softener and bleach can damage the fibres and reduce product performance.
Wash before first wear
We recommend washing your NovoSoxx® before wearing them for the first time to remove any residues from the manufacturing process.
Still Have Questions?
