Frequently Asked Questions
ACCOUNT

How do I create my account?

To create your account, click on “Login / Register” and then follow the instructions.

How do I delete my account?

Send a request to contact@urbansoxstore.com with the subject “delete my account”.

How to contact customer service?

If you have not found an answer to your questions in our FAQ, please do not hesitate to contact us:

Email: contact@urbansoxstore.com

Tel: +212-5228-72161 / +212-6499-92371

We will answer you as soon as possible.

What types of emails will I receive when I register?

When you register, you agree to receive newsletters from us and emails from our Customer Service to manage your purchases.

ORDERS AND DELIVERIES

Can I change my order or my customer account (address, phone number, email address...) once my purchase has been validated?

If your purchase has already been validated and your order has already left our warehouse then it would be difficult for us to change the delivery information since we are trying to process it as quickly as possible. However, if you have made a mistake when ordering, please contact us immediately so that we can help you as much as possible.

What is the procedure to follow if my order is not the right one (wrong size, missing one or more products)?

If a product is missing in your order or in the event of a delivery containing a wrong size or product, please contact our customer service (contact) and we will do our best to repair this error. We will send you new products or a refund at your discretion.

Please note: We accept returns up to 30 days from the time you receive your package. Items used, damaged or removed from their original packaging are excluded from the right of return. You are responsible for the shipping costs.

As soon as we receive your return, we will proceed with the exchange or refund. Please note that you will not be reimbursed for the shipping costs of the initial order. Any refund we make will be made via the same payment method you used for the first order.

We are not responsible for the loss of products during the return process.

Items purchased from our site cannot be returned or exchanged at a retailer or concept store.

What is the procedure to follow if I receive a defective item in my order?

First of all, we would like to assure you that we carry out several tests during production and before marketing our products in order to ensure the best possible quality. However, in the event that one of our products does not meet these standards, please provide a photo of the defective product, attached to your email describing the problem and send it to contact@urbansoxstore.com. We will investigate your complaint and decide on the appropriate course of action.

What if I have not received a confirmation email after placing an order?

First of all, please check the spam folder of your emails, in case the confirmation email has been confused with spam.

The order confirmation should be sent immediately. However, if you have not received anything within 24 hours, please contact us so that we can check that there is no problem with your order.

How much does delivery cost?

Delivery is free of charge for any order worth 420DH. If the amount of your order is less than 420 DH, delivery charges will be applied according to your geographical position:

– CASABLANCA: 30 DH

– OTHER CITIES: 50 DH

For world wide shipping: please click here

How long do I have to wait before being delivered?

At Urbansox, we try to deliver as quickly as possible!

If your order is placed before 12pm, it is generally shipped the same day, otherwise it will leave the next day.

Then you have to count for:

– CASABLANCA: 1 to 2 working days.

– OTHER CITIES: 2 to 4 working days.

– WORLDWIDE SHIPPING: please click here

Please note that this time is given as an indication and depends on the delivery times specific to your city/country.

Please also note that during sales and holiday periods, delivery times may be longer than usual.

All foreign orders are sent by express delivery from our warehouse in Morocco.

I still haven't received my order, what should I do?

If you have not received your order after 15 days, don’t panic, please contact us by email or by phone (contact).

What happens if I am not at home at the time of delivery?

If the delivery company tries to deliver your order and you are not at home, a document will be left with all the necessary information to organize a new delivery or collection. Please contact your post office to find out if they have your package.

If you do not look for your package, it will be sent back to us, once we receive it we will contact you.

Please note that when you pick up your order at a post office, you may be asked for photo identification.

PRODUCT

What is my size?

Click here to find our size guide.

How do I wash and care for my socks?

– handwashing remains the safest and most effective way to keep your socks in good condition.

– We recommend a washing temperature of 30°C/86°F.

– We recommend that you return your socks before washing.

– The use of bleaching agents and ironing should be prohibited.

– Your socks will last longer if they are not tumble-dried.

– Important: please take the time to cut the wire holding the label rather than pulling it, which will damage the socks

What are the different types of URBANSOX socks?

INVISIBLE

Description: LINER SOCK or commonly known as INVISIBLE is a range of socks that benefits from the quality of the exceptional materials used at URBANSOX. In addition to the gourmet and timeless colours, this model is made of combed cotton and uses the hand-linked process (hand-sewn tip) for a much silkier, softer to the touch, more solid to use and more stable to wash. The heels are reinforced with silicone which will avoid the inconvenience of removing your shoes at the same time as your socks.

Availabilities: unisex (male & female)

Composition: 80% combed cotton, 17% polyamide, 3% elastane.

 

REGULAR

Description: REGULAR are mid-calf socks designed to provide you with comfort thanks to their superior quality, but above all they allow you to transform your outfits with a lot of style. Everyone will find something to suit them through these thematic socks drowned in colours and subtle messages. This model is made of combed cotton and uses the hand-linked process (hand-sewn tip) for a much silkier result, softer to the touch, more solid in use and more stable in washing.

Availabilities: unisex (male & female)

Composition: 80% combed cotton, 17% polyamide, 3% elastane.

 

KNEE-HIGH

Description: KNEE-HIGH socks are high socks (below the knee) that enjoy an unexpected appearance and superior quality thanks to the combed cotton and hand-linked process used in all our socks, they are also equipped with elastic edges, a ribbed structure and an English cut on the lapels to offer optimal comfort and protection.

Availabilities: female

Composition: 80% combed cotton, 17% polyamide, 3% elastane.

 

OVER-KNEE

Description: OVER-KNEE socks are high socks (above the knee) with an original style across the Atlantic and superior quality thanks to combed cotton and the hand-linked process used in all our socks, they are also equipped with elastic edges, a ribbed structure and an English cut on the lapels to offer optimal comfort and protection.

Availabilities: female

Composition: 80% combed cotton, 17% polyamide, 3% elastane.

 

FANTASY

Description: FANTASY is a range of elegant and dressed socks, they have been designed to illuminate and give character to all your outfits. Thanks to the lurex yarns, more than 70% of which are used, your socks have a metallic and shiny finish.

Availabilities: female

Composition :

GOLDEN LUREX SOX/ SILVER LUREX SOX/ COPPER LUREX SOX : 70% lurex, 20% lycra, 5% cotton, 5% elastic.

BLACK LUREX SOX/ ELECTRIC BLUE LUREX SOX/ PINK LUREX SOX/ SKY BLUE LUREX SOX : 75% lurex, 20% lycra, 5% elastic.

 

KIDS

Description: The KIDS range offers your children the latest socks while prioritizing the quality of combed cotton and hand-linked socks for a much silkier, softer to the touch, more resistant to wear and more stable to washing.

Availabilities: unisex (girl & boy)

Composition: 80% combed cotton, 17% polyamide, 3% elastane.

Is it possible to have a gift wrapping or gift message with my order?

In order to be close to our customers, we try to meet your needs as much as possible. For this purpose we can offer you a gift wrapping or a card with a personalized message. However, for this type of action it would be necessary to inform us in advance; while putting in the corresponding section the maximum details and information concerning the personalization of your order.

PROBLEM SOLVING

Why can't I finalize my order?

If you are unable to make your payment, please check the following points:

1. Refresh your browser.

2. Your payment may be blocked by your bank. Please contact your bank so that they can help you unlock your credit card.

3. Please make sure that your address does not contain any special characters (e. g. : / (& € * # and so on).

4. If a message appears explaining that your items are not in stock, the problem could be that the last copies of these items have been sold. In this case, please refresh your page, then check your shopping cart again and then remove the out of stock items by clicking on the small X next to the item concerned.

Are the photos on the site representative of the products?

All our photos are taken with the same products that will be delivered to you. Our shots are therefore as representative as possible of each item. However, computer monitor settings vary and we cannot guarantee that the product visible on the screen will be identical to the one delivered to you. However, the difference is almost imperceptible and the products delivered are as beautiful as on your screen.

RETURNS AND EXCHANGES

How do I return or exchange my URBANSOX socks?

We invite you to follow the following steps to ensure that your return or exchange takes place in the best possible conditions:

– Please print and complete the fields of this return form and include it in your package.

– Send your articles to the address below:

GH8 RESIDENTIAL COMPLEX AL QODS, APPT8, 1 FLOOR, BOULEVARD ALQODS, HAY OMARIA AIN CHOCK CASABLANCA MAROC, 20460

Please note that:

Exchanges are available for products costing the same amount or less.

We do not cover the cost of return and you are directly responsible in case of lost packages.

Your product must be returned as received and in its original packaging.

Feel free to contact us if you have any questions about the return process.

How long do I have to return an URBANSOX product?

From the moment you receive your package you have 30 days to return or exchange your URBANSOX product.

Please note that the product must be returned as received and in its original packaging.

PAYMENT AND SECURITY

How can I pay for my order?

We accept VISA, MasterCard, CMI and PayPal cards, as well as various local bank cards. Payment can also be made by Cash at more than 2500 Tasshilat & Chaabi Cash payment points.

All transactions are handled by the international payment service company AMANPAY. Your credit card number is sent to your bank via encrypted connection.

AmanPay® is operated by M2T, the only local PSP certified PCI-DSS Level-1 v3, ISO-27001 and 3D-Secure VISA® & MasterCard®. These certifications attest to the security of the platform and procedures, at the same level as that of a bank.

How are the displayed prices calculated?

The prices displayed for our products are denominated in the currency that corresponds to your country.

Prices include VAT but not delivery costs, the latter being calculated and added when confirming your order.

Is my personal data secure?

We have no sincere interest in misusing your personal data and information. Our goal is to sell you quality products and to best meet your needs. To this end, we use e-commerce standards to collect information that we use strictly for statistical purposes in order to get to know you better and continually offer you new products that best suit you.

Do I have to pay taxes?

All international orders may be subject to taxes and customs fees. We are not responsible for the payment of any taxes imposed by your country. We cannot predict what they might be anymore. You may also want to contact your local office for more information. These taxes are paid to the local carrier and not to Urbansox. These taxes are levied by the government and are independent of shipping costs.

PROMOTIONS AND OFFERS

How do I use my promo code?

Please enter your discount code in the appropriate field (“Promo Code”) in your shopping cart. Make sure that no space is added when you copy/paste the discount code.

Discount codes are only valid for a limited period of time and cannot be applied before or after that period.

Discount codes are only valid on products that are not on sale or not already on promotion.

They cannot be combined with any other offer, discount code or outlet items.

What are the conditions for sales and promotional offers?

Offers are valid for a specific period of time and cannot be applied before or after that period.

Offers do not apply to products in the Outlet category.

Offers do not apply to products already on promotion.

The discount will be automatically applied to the order.

Please always check carefully the terms and conditions of promotional offers before placing an order as they may differ slightly from the general terms and conditions of sale.

OTHER

I would like to distribute your socks in my store, who should I contact?

Are you a shop/e-trade interested in selling URBANSOX products?

Three possible options:

– Go to the next page and fill in the specific contact form we have for this type of request.

– Write to us at: contact@urbansoxstore.com with all the details of your request and your questions.

– Call us at: +212-5228-72161 / +212-6499-92371

I would like to work with URBANSOX, who should I contact?

Please send any useful information about your goals, the dreams you are fighting for to contact@urbansoxstore.com and we will get back to you shortly.

I would like to collaborate with URBANSOX on social networks, who should I contact?

Please contact our team who are in charge at : contact@urbansoxstore.com and we will get back to you shortly