Darntougth Customer Service Policy: Your Comfort, Our Priority

At Darntougth, we don’t just craft premium merino wool socks—we stand behind every pair with care, transparency, and a commitment to your satisfaction. This Customer Service Policy outlines how we support you, from pre-purchase questions to post-delivery concerns, ensuring a smooth and trustworthy experience every step of the way.

1. Pre-Purchase Support

We want you to choose the perfect socks for your needs. If you have questions about sizing, fabric care, product features, or our merino wool sourcing, our team is here to help:

  • Contact Channel: Reach us via email at [email protected] (our preferred and most responsive method).
  • Response Time: We aim to reply to all pre-purchase inquiries within 24-48 business hours (excluding weekends and holidays).or you.

2. Returns & Exchanges

We understand that sometimes a product might not meet your expectations. Our return/exchange policy is designed to be fair and hassle-free:

Eligibility Requirements

  • Items must be returned within 30 days of delivery (we verify this via your order confirmation email or tracking number).
  • Socks must be in their original, unused condition: unwashed, unworn, with all original tags/packaging intact (we cannot accept returns for socks that show signs of wear, odor, or damage).
  • Custom or personalized items (if applicable) are non-returnable unless they arrive with a manufacturing defect.

How to Start a Return/Exchange

  1. Email us at [email protected] with your order number, the reason for the return/exchange, and (if possible) photos of the item (e.g., for defects or sizing issues).
  2. Our team will review your request within 24-48 hours and send you a prepaid return shipping label (for eligible U.S. orders; international customers may be responsible for return shipping costs, unless the issue is our error).
  3. Pack the item securely and ship it back using the provided label. Once we receive and inspect the item (typically 3-5 business days after delivery to our warehouse), we’ll process your request:
  • Returns: Issue a full refund to your original payment method (refunds may take 5-7 business days to appear in your account, depending on your bank).
  • Exchanges: Send your requested replacement size/style (if in stock) at no extra cost. If the desired item is out of stock, we’ll offer a full refund or store credit.

3. Defective or Damaged Products

We take pride in the durability of our merino wool socks, but if you receive an item with a manufacturing defect (e.g., loose stitching, holes, incorrect sizing) or damage from shipping:

  • Report It Promptly: Contact us within 7 days of delivery at [email protected] with your order number and clear photos of the defect/damage.
  • Our Resolution: We will either send a free replacement, issue a full refund, or cover the cost of return shipping for a replacement—whichever is most convenient for you.
  • Note: Normal wear and tear (e.g., fading from repeated washes, minor stretching) is not considered a defect, as merino wool socks may naturally soften over time with use.

4. Order Issues (Missing, Incorrect, or Delayed)

We strive to fulfill every order accurately and on time, but if you encounter an issue:

  • Missing Items: If your order arrives with a missing pair, email us within 7 days of delivery with your order number and a photo of the received items/packaging. We’ll ship the missing item for free or issue a refund for the missing portion.
  • Incorrect Items: If you receive the wrong style, color, or size, follow the return process above—we’ll cover all shipping costs for a replacement and send the correct item immediately.
  • Delayed Orders: For domestic orders, standard shipping typically takes 3-7 business days. For international orders, it may take 2-4 weeks. If your order is delayed beyond the estimated delivery time:
  1. Check your order confirmation email for a tracking link (we provide tracking for all orders).
  2. If tracking shows no movement for 5+ business days, email us at [email protected]—we’ll investigate with the carrier and update you within 48 hours. If the order is lost, we’ll reship it or issue a full refund.

5. Fabric Care & Maintenance Support

Merino wool requires gentle care to preserve its softness and durability. If you have questions about washing, drying, or storing your socks:

  • Refer to the care label on your socks (we recommend cold water washes, gentle cycle, and air-drying to avoid shrinkage).
  • Email us at [email protected] for personalized care tips—we’re happy to help you extend the life of your Darntougth socks.

6. Privacy & Data Protection

Your trust matters to us. We will never share your personal information (name, email, shipping address, payment details) with third parties except to fulfill your order (e.g., with our shipping carrier) or as required by law.

7. How to Reach Us

The best way to connect with our customer service team is via email:

  • Email: [email protected]
  • Hours: We respond to emails Monday-Friday, 9 AM–5 PM (EST). Emails sent on weekends or holidays will be addressed on the next business day.

We value your feedback—whether it’s a compliment, a concern, or a suggestion. Your input helps us improve our products and service for you and the entire Darntougth community.

Thank you for choosing Darntougth. We’re honored to keep your feet comfortable, and we’re here to support you every step of the way.