FAQ

Returning your order is easy via our "Return form". Log in with your order number and the postal code used for your purchase, and download your return label (digital or printable).

Pack your items securely (ideally in the original box), add the packing slip or order confirmation, and drop off your parcel at a parcel point.

We recommend choosing a shipping method with tracking and/or insurance.
Returns can be made within 30 days of the shipping date. Return shipping is at your own expense and will be paid during the process.

No stress! While the original packaging is preferred, it's not required. You can return your items in any sturdy box as long as the products are well-protected. Just make sure to include the packing list or order confirmation.

For all EU countries, return shipping isn’t fully covered by STOX. You’ll pay for the return label when registering your return.

We do contribute to the costs:

• Returns from Germany or Austria: €3.95
• Returns from other EU countries: €6.95

This way, we keep our return policy sustainable and fair.

Unfortunately we don't offer exchanges. If you’d like a different item, just return your current one and place a new order.

You can track the status of your return on our returns page. Just enter your email address and order number to get the latest update.

You have the right to withdraw from the contract within a period of 14 days without giving any reason. The withdrawal period will expire 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by means of an unequivocal statement (e.g. in writing by post, fax or e-mail). You may use the model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this contract, we will reimburse to you all payments received from you up to that moment, including delivery costs (with the exception of any additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw from this contract. If you return only part of your order, the delivery costs will not be reimbursed.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. Our return address.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Once your return reaches our warehouse, we’ll process it within 1 to 10 business days. As soon as we've assessed it, your refund will be on its way. You’ll get your money back using the same payment method you used to place the order. Depending on your bank or payment provider, it might take up to 5 business days, but usually it’s a lot quicker.

Heads up: paid with a gift card? Shoot us a message at support@stoxenergy.com and we’ll sort a new voucher for you.

Fair question. We want you to try STOX risk-free, even though socks fall under hygiene rules where returns aren’t mandatory (yep, EU law). That said, we still offer 30-day returns because we stand by our products. To keep this option sustainable, we don’t cover return costs.

We’ll refund you via the original payment method. Gift card? We’ll issue you a fresh one. Credit card? Straight back to your account. You’ll get a confirmation email as soon as the refund is processed.

Easy. If your whole order was paid with a gift card, we’ll send you a new gift voucher once your return is processed. Just contact us at support@stoxenergy.com, and we’ll make it happen.