Refund policy

ALPACORE is operated by Flexnee LLC. We want you to keep the socks because they work, not because returning them was difficult. This policy explains exactly how returns and refunds work.

30-day returns

You can request a return within 30 days of receiving your order. Items must be unworn, unwashed and in their original packaging.

Try them on over a clean sock or barefoot indoors to check the fit. That does not count as worn. Wearing them outside, in a boot, or through a shift does.

Why worn socks cannot come back

For hygiene reasons we cannot accept socks that have been worn, washed or used, and we cannot resell them. Items returned in used condition are not eligible for a refund and cannot be sent back to you.

This does not apply if the item was faulty, damaged or not what you ordered — see below.

Faulty, damaged or wrong items

If we sent the wrong item, or the product arrives damaged or defective, we cover the return cost and send a free replacement or a full refund — your choice.

Contact us within 14 days of delivery at support@alpacore.co with your order number and a photo. In most cases we do not ask for the item back.

Changed your mind

If the item matches what you selected at checkout but you ordered the wrong size, colour or style, you can still return it within the 30-day window. Return shipping is at your cost in that case.

If it is a sizing problem, email us first. Our rule is if you are between sizes, size down, and we can often tell you which size to reorder before you pay to ship anything back.

How to start a return

Email support@alpacore.co with your order number, what you want to return and why, plus a photo if something is wrong with the item.
We reply within 2 business days with the correct return address and instructions.
Send the item back. Keep your tracking number — it is your proof of return.

Do not send anything back before contacting us. Parcels returned to an address you found on your own may not reach us, and we cannot refund what we never receive.

Refunds

Once your return arrives and has been inspected, we email you to confirm whether the refund is approved. Approved refunds go back to your original payment method within 5–10 business days, depending on your bank or card issuer.

Refunds cover the price of the goods. The original shipping fee is refunded only where the return is due to our error or a faulty item, or where you are exercising the UK right to cancel described below.

Refund not showing up

Check with your bank or card issuer first — the money often sits on their side for a few days after we release it. If it has been longer than 10 business days since we confirmed the refund, email us and we will send you the transaction reference.

Cancelling an order

Orders can be cancelled within 24 hours of purchase, as long as they have not already been dispatched. After that the parcel is usually with the carrier and the return process applies instead.

Exchanges

We do not process direct exchanges. Return the original item if it is eligible and place a new order for the size or colour you want — it is faster than an exchange in practice.

Refused deliveries and return to sender

If a parcel is refused, not collected, or comes back because the address was wrong, the original shipping fee is not refundable and reshipment may carry an additional charge.

United Kingdom — your right to cancel

If you are a consumer in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel most online orders within 14 days of receiving the goods, without giving a reason. This sits alongside our 30-day policy — whichever is better for you is the one that applies.

Tell us you are cancelling by emailing support@alpacore.co within 14 days of delivery. A clear statement is enough; you do not need a form.
Send the goods back within 14 days of telling us. Return postage is at your cost unless the item was faulty or not as described.
We refund within 14 days of receiving the goods back, or of you proving you sent them, whichever is sooner. The refund includes the standard outbound delivery charge you paid.
Exception: the right to cancel does not apply to sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Socks that have been taken out of their sealed packaging and worn fall into this exception.

None of this affects your statutory rights under the Consumer Rights Act 2015 if goods are faulty, not as described or not fit for purpose.