The 60-day Comfort Promise
Wear them, wash them, live in them. If they're not right within 60 days, we'll swap them for free. No forms to print, no awkward questions.
How a swap works
Three easy steps, and the swap costs you nothing.
Email us at hello@hugstep.com or use the contact form. Just tell us your order number and what you'd like instead.
We'll email you the returns address and tell you how to post the socks back. Only the wrong size? Keep them, we'll just send the right one.
As soon as they're on the way back, we send your new size, colour or style. Free of charge.
What the promise covers
The Comfort Promise covers every pair you buy from HugStep, for 60 days from the day it arrives.
- Worn and washed socks are fine. Comfort only shows after a few days of wearing.
- The wrong size. We send the right size free, and you keep the first pair.
- Not quite right. Swap for a different style, colour or thickness.
- Gifts. The person who got them can swap too, with the order number.
At a glance
| How long | 60 days from delivery |
|---|---|
| Worn socks | Yes, still covered |
| Wrong size | New size free, keep the first pair |
| Cost of the swap | Free |
| What you can swap to | Any size, colour or style of the same price |
| How to start | Email or the contact form |
The promise is on top of your rights. You can still cancel any order within 14 days of delivery and send unworn items back for a refund. See Delivery & returns for details.
A few fair limits
We ask that socks are sent back clean. The promise is for comfort and fit, not for wear and tear after long use. One swap per pair, please.
Promise questions
Email us at hello@hugstep.com. Real people, happy to help.
Can I really swap socks I've worn?
Yes. You need a few days to know if a sock is comfy. Wash them, wear them, and if they're not right, we'll swap them.
Can I get my money back instead?
Within 14 days of delivery you can return unworn items for a full refund. That is your legal right. After that, the promise gives you a free swap.
I lost my order number. What now?
No problem. Tell us your name and email address and we'll find your order.
How long does a swap take?
We send your new pair as soon as your old one is on its way back. UK delivery takes 3–5 working days.
