FAQ – Mox Socks FAQ
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FAQ

What is the minimum quantity required for custom socks?

The minimum order requirement for custom socks is 12 pairs per size per color. This means that if you want to order custom socks in size M and L, you need to order a minimum of 24 pairs (12 in size M and 12 in size L). For custom hats and scarves, the minimum order quantity is 12 pieces.

What format should I provide my artwork in for custom items?

You can upload artwork in the form of JPEG, PNG, or BMP. Please ensure that you have the right to use the artwork. Moxello Brands will not be responsible for Copyright verification.

Will I see a proof or mock-up of my custom item before production begins?

Yes, we will provide a mock-up of your custom item for your review and approval before starting the production process. This allows you to make any necessary changes before the final product is produced. The mock-up will be sent to you via email within 2-3 business days of receiving your order.

How long will it take to receive my custom item order?

Once the artwork is approved and the order is placed, the production process takes 2-3 weeks for custom socks and 3-4 weeks for custom hats and scarves. During peak seasons, production time may vary, so please contact us for an accurate estimate.

Can I create my own custom design for my items?

Yes! If you don't see a design that fits your needs, we are happy to work with you to create a custom design that meets your specifications. Simply reach out to our Customer Service team to discuss your ideas.

How will my order be shipped?

All orders will be shipped via UPS. Shipping time and cost will depend on your location.

Do you offer bulk or wholesale pricing for custom items?

Yes, we offer bulk and wholesale pricing based on the quantity of items ordered. Please reach out to our Customer Service team for a quote.

Can I return my custom items if I am not satisfied with them?

Return or refund on custom items is not possible. Please refer to our Return Policy for more information.

Are there any discounts available for large orders?

Yes, we offer discounts for large orders. For more information on bulk discounts, please reach out to our Customer Service team.

Do you ship internationally?

No, we currently only ship within the United States.

Can I make changes to my order after it has been placed?

Changes to orders can be made before the production process begins. If you need to make changes to your order, please reach out to our Customer Service team as soon as possible.

Are there different material options available for custom socks?

No, all of our custom socks are made from the highest quality knitted yarn. We ensure that all of our products meet our strict standards for quality and comfort.

Can I request custom packaging for my order?

We may offer custom packaging options, depending on the quantity of your order. Please reach out to our Customer Service team for more information.

Can I cancel my order after it has been placed?

For custom orders, cancellations can be made before the production process begins. For stock orders, cancellations must be made before the order is dispatched. Unfortunately, once an order has been dispatched it cannot be cancelled.

How do I place an order for custom items?

Placing a custom order on Moxello is easy and straightforward. Here's how:
  • Go to our customizer section on the website.
  • Choose the product you would like to customize, such as socks, hats, or scarves.
  • Select your preferred pattern, colors, and size.
  • Upload your logo or artwork and add any text you would like to include.
  • If you need help or have questions along the way, simply reach out to our friendly Customer Service team.
Once you have placed your order, our team will review the details and send you a mock-up for approval before starting the production process. We're here to make the custom ordering process as seamless as possible, so don't hesitate to reach out for support.

Can I order multiple designs in one order?

Yes, you can order multiple designs in a single order and may be eligible for a discount. Contact our Customer Service team for more information and to receive a personalized quote for your order.

Do you offer any guarantees for your custom items?

Yes, we stand behind the quality of our custom items and offer a satisfaction guarantee. If you are not completely satisfied with your order, please reach out to our Customer Service team for assistance.

Can I use my own printing method for custom items?

No, we use our own printing method for all custom items. This ensures that your items are produced to the highest quality standards.

How do I care for my custom items?

Care instructions for custom items will be included with your order. For best results, we recommend washing your items in cold water and hang drying.

What sizes are available for socks?

Our socks are available in a range of sizes to fit everyone comfortably. Please consult our size chart for detailed information on sizing or reach out to our Customer Service team for assistance in determining the best size for your needs.

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Size Chart

Size
 Kids Shoe Size Women Shoe Size Men Shoe Size
US Euro US Euro US Euro
Mite 8 - 12
Youth 12 - 5 4 - 7 34 - 38
Intermediate 7 - 10 38 - 42 6 - 9 39 - 42.5
Adult 10 - 13 42 - 46 9 - 12 42.5 - 46.5
Adult XL 13+ 46+ 12 - 15 46.5 - 50.5

SHIPPING POLICY:

  • Fulfillment: All orders will be fulfilled exclusively through UPS.
  • Delivery Timeframes:
    • Ready to Wear products: Our customers can expect delivery of Ready to Wear products within an estimated timeframe of 3-5 days.
    • Personalized products: Delivery time for personalized products requires an estimated timeframe of 7-10 days.
  • Actual Delivery Times: Please note that the actual delivery times may vary based on factors such as location and shipping method.
  • Commitment to Delivery: Our team is committed to ensuring prompt and efficient delivery of all orders.

Appreciation: We appreciate your understanding and patience while we work to deliver your orders in a timely and efficient manner.

RETURN POLICY:

At Moxello, we are committed to providing our customers with high-quality products. In the event of a defective or damaged item, we offer the following return policy:

  • Reporting Requirements: Claims for defects or damages must be reported in writing within 3 business days of receipt.
  • Replacement or Credit: If the defect was not caused by misuse or mishandling, Moxello customer service will determine if a replacement is possible. If not, a credit will be issued to the customer's account.
  • Condition of Returned Merchandise: Used merchandise will not be accepted for return.
  • Stock Socks: Non-defective Mox Stock socks can be returned within 7 days of receipt, with a 20% restocking fee applied and no reimbursement for return shipping costs.
  • Custom Products: Custom products (not labeled as Stock products) cannot be returned or exchanged unless there was a production error.
  • Ineligible Replacements: Socks with holes caused by forceful pulling are not eligible for replacement.
  • Contacting Customer Service: For a return authorization, please contact customer service before returning any orders.
  • Non-returnable Items: Mox Custom Socks and Stirrups are non-returnable and non-exchangeable.

We hope this policy helps ensure a positive customer experience with Moxello.

REFUND POLICY:

  • Eligibility: Refund requests for Moxello products must be made within 5 days of receipt and authorized by Moxello customer service.
  • Condition: Products must be returned in their original packaging, unworn, unwashed, and free of dirt and odor. Moxello reserves the right to refuse a refund if these conditions are not met.
  • Customer Responsibility: The customer is responsible for the cost of return shipping.
  • Timeframe: Refund authorizations must be requested and granted within 15 days from the original shipping date. All refund requests will take 15 days to be processed and credited to the primary payment account used for the purchase.
  • Customized Products: Customized products are not eligible for a refund.
  • Contact: If you have any questions or concerns about your purchase, please contact Moxello customer service team.
  • Right to Refuse: Moxello reserves the right to refuse a refund if the above conditions are not met.

By purchasing Moxello products, you agree to the terms and conditions outlined in this refund policy.

EXCHANGE POLICY:

  • Eligibility: Mox Stock socks products may be exchanged if the request is made within 5 days of receipt and authorized by Moxello customer service.
  • Condition: Items must be returned in their original packaging, unworn, unwashed, and free of dirt and odor. Moxello reserves the right to refuse an exchange if these conditions are not met.
  • Customer Responsibility: The customer is responsible for the cost of return shipping and a 15% restocking fee.
  • Timeframe: Exchange authorizations must be requested and granted within 15 days from the original shipping date.
  • Customized Products: Customized products are not eligible for exchange or return.
  • Contact: If you have any questions or concerns about your purchase, please contact Moxello customer service team.
  • Right to Refuse: Moxello reserves the right to refuse an exchange if the above conditions are not met.

By purchasing Moxello products, you agree to the terms and conditions outlined in this exchange policy.

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