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Here, you'll find answers to lots of common questions

Can I order over the Phone?

You sure can, please call our Customer Service team on [03] 9384 6933 and they'll be happy to take your order.

I need help, I've never ordered online before.

No problem! Please call our Customer Service team on [03] 9384 6933 and they'll be able to help you finalise your order online or take your order over the phone.

I have a question about one of your products.

If you have any questions regarding our brands or products, or require some advice, please email Customer Service team on [03] 9384 6933.

What if the item or size I want is not available?

If the item you want is temporarily unavailable, please call our Customer Service team on [03] 9384 6933 and they will be able to tell you when the item you want will be available.

How do I change the quantity in my Shopping Bag or remove an item completely?

To change the number of items you wish to purchase, simply change the quantity number in your shopping cart and click on the Update Quantities button. This will update your order to show the correct quantity of items you wish to purchase.

If you want to remove an item from your cart, all you need to do is click the "Remove Item" link next to the item you want to remove. The item will disappear from your cart.

If you continue to have problems, please contact our Customer Service team.

The colours I ordered are a little different to those I've ordered previously.

You may find that at times there’s a slight variation in colour tone between the sizes that you’ve ordered.

This can happen when garments are produced at different times throughout the year. Generally, when the same color socks are manufactured at the same time, using the same yarn lots, then the resulting colour tone is consistent across the range. Even though the same dyes are used when preparing the yarns, slight differences in temperature, dyeing time, and other factors can result in slightly different shades of the same shade between different dye lots of otherwise identical production process.

If the colours you receive are not suitable, we will happily offer you an exchange for another colour or a refund as long as the returned items meet the criteria of our Returns & Exchanger Policy.

Ordering

What is the minimum pairs of socks I can order?

The minimum you can order is 1 pair.

I need to order for our Club. Do you offer discounts for bulk orders?

Yes, we offer a Bulk Buy discount - visit the Discounts & Promotions page for the latest offers or call our Customer Service team on [03] 9383 3495.  

I'm organising a Fundraising Day. Can I get a discount if I buy in bulk?

Yes, we offer bulk buy discount rates for charity fundraising events. Call our Customer Service team on [03] 9384 6933 to ask about a discount before you place your order.

How do I know which size to choose?

Please see our Size Guide, or you will find sizing information in the item description.

If you feel your query isn't fully answered you're welcome to contact our Customer Service team on [03] 9384 6933 or email our Product Information Officer.

Do you re-stock items once they are Out of Stock?

Yes, items from our range are re-stocked on a weekly basis. If there’s a specific product or size that is currently out of stock, please contact our Customer Service team to find out when the item will be available.

How long does delivery take?

If the goods are in stock we use eParcel and Toll DX Express to ship orders. Your order will usually arrive within 1-3 days depending on where you live within Australia. International deliveries can take between 7-14 days to arrive.

If there's a delay or an error at the warehouse we will contact you as quickly as possible. Parcels are delivered during business hours (9am-5pm) Monday to Friday.

Please ensure you allow as much time as possible for your order to arrive to avoid disappointment, and double check that the delivery address you provide is correct since we cannot be liable for goods that are delivered to an incorrect address.

Can I pick up my order?

As an online business, we try to keep our prices low by cutting out the additional costs associated with maintaining a retail outlet and facilities. In order to provide customers with the best price, all our products are available for delivery only. We do not offer a pickup facility.

I have not received an Order Confirmation?

Always be sure that your email address is correct as an incorrect email address is the most common reason for not receiving an order confirmation. It could also be that your email provider has a SPAM filter that blocks certain emails.

Can I change or cancel my order?

Yes, cancelling or changing your order is easy. However, as orders are processed very quickly, making a change to your order cannot be guaranteed. Please call Customer Service Team on [03] 9384 6933 as soon as you realise that you need to change or cancel your order.

If your order has already been processed and shipped, you can return the items for an exchange or refund. Please see our Returns & Exchanges policy for instructions on how to request an exchange.

How do I change the Delivery Address on my order?

You can change the delivery address only while your order remains unsent. If you need to change your delivery address please contact our Customer Service team on [03] 9384 6933 as quickly as possible.

If your order has already been processed and shipped, you can return the items for an exchange or refund. Please see our Returns & Exchanges policy for instructions on how to request an exchange.

I have not received a Shipping Confirmation.

It is important that the email address you provide us is correct - the misspelling of an email address is the most common reason for not receiving your shipping confirmation.

Another reason may be that your email provider has a SPAM filter that blocks certain emails. If this is the case, please check your Junk Email folder.

My order hasn't arrived. Where is it?

If you have not received your order within 5 days, please Contact Us so that we can check what has happened to your parcel. In most cases, the delivery of your order may have been attempted while you weren't there to sign for the parcel.

Check your mailbox for an Attempted Delivery notice or a Collection Card from the postal service. If delivery is attempted and your parcel is too big to leave in the mailbox it will be taken back to your local post office and will be held there for you to collect.

There are a few other reasons why your order may not have arrived as yet:

  • Items are shipped during the Working Week (Mon to Fri). If you place your order on the weekend or on a Public Holiday your order will be despatched the Next Business Working Day.
  • The delivery timeframes listed at the checkout are from the time your order is shipped from our warehouse, not from the time you place your order.Your order is shipped when you receive your Shipping Confirmation email.  If you are trying to work out which day your parcel will arrive, make sure you count the days from when you receive your Shipping Confirmation email - not from the date you placed your order.
  • If a parcel is too big to fit securely into your mailbox, the Postman will leave a Collection Card in your mailbox and return the parcel to your local Australia Post outlet where it will be held for you to pick it up within 5 business days. Occasionally the Postman may forget to leave a collection card for you. In cases where this may have happened, we advise that you check with your local Australia Post outlet because they may be holding your parcel for you.
  • If you are having the parcel delivered to work, check with your receptionist and work colleagues to see if they' ve seen your parcel.
  • Check your order Shipping Confirmation email to make sure the shipping address you entered when you placed your order was correct. It is important that your shipping address details are correct to avoid unnecessary delays or midirected parcels.  Active Socks will not be responsible for orders that are misdirected as a result of customers providing incorrect or incomplete address details..

If you’ve checked all of the above and still no parcel, call us on [03] 9384 6933 with your order number and we'll look into it for you.

Why do you need my details?

The contact information you provide will only be used to process and deliver your order.

It's important that you provide us with a contact phone number so that we can contact you if we need to clarify any details of your order. Please note that a re-shipping fee may be charged if the details submitted by you are incorrect.

Remember to double-check that the Delivery Address details you have entered are correct because we can't be held responsible for goods not being delivered in this circumstance. It's also important to include a postcode because many suburb names are duplicated around the country.

If you don't know the Postcode for your delivery address please see the Find a Postcode page on the Australia Post website.

Payments

What forms of payment do you accept?

You can pay using the following:

  • Visa
  • Mastercard
  • American Express
  • Diners Club International
  • Online Bank Transfer / Direct Deposit (EFT) to our bank account

Please be aware that orders are shipped once your payment is cleared.  Direct deposits can take between 2-3 business days to clear. 

Is it safe to enter my credit card details?

Your information and online credit card transactions are transmitted through a secure server using Secure Socket Layering (SSL), encryption technology.

You can identify this by looking at the URL address "https," the "s" indicates you are in a secure area employing SSL. To verify that you are on a secure page when you Checkout look for a padlock icon in your browser, this verifies the authenticity and integrity of our website security.

I need to return an item, when will I receive my refund?

When you return something to us the refund is based on the payment method you chose for the original order.

If you chose to pay with credit/debit card the refund will be placed onto the same card within 10 bank days from the time we receive and register the return. If your order was paid by Direct Deposite (EFT) your refund will be returned via a cheque payment.

I’m not in Australia. How are the prices of items calculated?

All transactions are settled in Australian Dollars ($AUD). Prices displayed on the site include a Goods & Services Tax (GST) which is charged only on orders that are shipped within Australia. For orders that are to be shipped outside of Australia, the GST component is not applicable and will be removed at the checkout.

If you’re ordering from outside Australia, and your bank account is held in a different currency, you can still order using your credit card - your currency will automatically be converted to Australian dollars when you complete the transaction. The conversion rate will vary from day to day depending on the current exchange rate.

Shipping

Can I send items to a different address from my billing address?

Yes, you can send an item to an address other than your billing address. To do this, just enter the address you want to have the item delivered to in the “Shipping Address” field.

How much will it cost to ship my order within Australia?

There is a Flat Rate shipping charge for parcels delivered via standard service within Australia.  There is also an Express Shipping flat rate option for deliveries throughout Australia.

At various times throughout the year the Free Shipping option (available only within Australia) will appear as a special seasonal promotion.

Do you ship items Internationally?

Yes we do!  We have a weekly shipping despatch to New Zealand, United Kingdom, Canada and the USA.

For International deliveries, you can use the Estimate Shipping calculator on the Shopping Bag page to enter the destination to see the cost of shipping before you Checkout.

Just add the items you want to your Shopping Bag and then select your Country and click Calculate Shipping to see the cost of Registered Air Mail or Express Post International. The cost of postage is based on the total weight of the items, destination and the delivery method (Registered Air Mail or Express Post International).

My Account

What if I forget My Account login details?

If you have forgotten your log in details, simply click on 'Forgot your Password?' on the My Account log in page.

You will then be asked to enter the email address used to setup your account, and a link to reset your password will be emailed to you. Otherwise, call our Customer Service team on (03) 9383 3495 and they will reset your email and password for you.

Why does it say that My Account user name and password are invalid?

Double-check that you've correctly entered your email address and password as our system is case sensitive. If you are still having problems logging in, please call our Customer Service team.

What is My Account and why should I sign up?

To save time select Create an Account at the Checkout you will be able to:

  1. Easily keep track of your order
  2. Save all your details for faster, easier check outs
  3. Access to all your past online orders for easy re-ordering
  4. Once you're registered with Active Socks, you can change your password, update your e-mail address and edit your saved information at any time.

 

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