QUESTIONS

In this section, we have gathered all the frequently asked questions that customers usually have. If you can’t find the help you were looking for, we will be pleased to attend you at contact@thearcticbay.com

ORDERS

Can I track my order?
Yes of course. When purchase is completed, you will receive a confirmation email with a tracking link included.

Why haven't I received a confirmation email? 
A confirmation email is always automatically sent when purchase is completed. If you don’t find it in your inbox, please check your spam box. If it doesn’t arrive, send an email to contact@thearcticbay.com so we can forward you a copy.

SECURED PAYMENT METHODS

What kinds of payments are accepted?
MasterCard, Visa and PayPal

Is it really safe? 
Security is always very important for us, that’s why the web has SSL technology implemented, which uses encryption algorithms to avoid anyone intercepting any sort of sensitive information. This allows us to keep your confidentially 100% ensured.  

SHIPPING

How long is my order going take to arrive?
If you are in Spain (peninsula), it will depend on the kind of shipping you have chosen. Express shipping usually takes between 1-2 working days. Standard shipping has a delivery time estimated between 2-3 working days. Please remember transport companies don't work on bank holidays or weekends.  

However, during Christmas and sales time your order can always potentially suffer some king of delay. We always try to get orders dispatched on time, but, from time to time, for reasons beyond the company’s control, it is not always possible. 

For other destinations please check our shipping policy here

Where do you ship? 
In theory, we can send everywhere, but it will always depend on circumstances and the specific conditions of each country

How much does shipping cost? 

Do you offer free shipping?
Standard shipping fees are free for orders in Spain (within the peninsula) over €35. Estimated time of shipping is 2-3 working days.

Other destinations will have a discount of €4 for orders over €35 and will be free for orders over €100.  

This is only valid for standard shipping. If a customer needs express shipping, it will be charged extra. 

The cost of shipping will be discounted automatically during the checkout. 

RETURNS

Can I return or change the product?
Of course, you have 14 working days from the moment you placed the order, to change or return it. Be sure it is intact, unused, with all labels on it and inside the original packing and properly protected for its delivery. Once we have checked everything is in order, we will proceed to refund your payment.

So, what will I have to pay?
If everything is in perfect condition and you have correctly followed all the steps which have been provided, you will just pay for the reshipping.
  
What happens if a product is lost during reshipping? 
The Arctic Bay will not be held responsible of any loss of items during its return. However, we advise you to keep the acknowledgement of receipt and also send your order back using a service that allows you to prove your shipping date.

How do I return or exchange the product?
You must send an email to contact@thearcticbay.com with your name, email, order number and reference number of  the items you want to return or exchange. We would appreciate it if you include the reason you wish to return or exchange it. This would really help us to improve our service and products

PRODUCT

What materials are the socks made from?
All our socks are manufactured with high-quality certified organic cotton that gives extra softness and durability. In addition, we use a small percentage of elastane and polyamide to provide more elasticity.  

Why organic cotton?
Organic cotton farming only uses responsible methods and materials which are lower on environmental impact. Therefore, as no toxic or petrochemical substances, such as fertilizers, insecticides and pesticides, are used, they will not reach the environment harming aquifers and ecosystems. 

In addition, this kind of farming can save 50% of water, because it increases the organic matter in the soil, making its management more effective.

Do you use plastic? 
We are a sustainable brand and we love Nature, thus we try to avoid the use of plastics, replacing them with  biodegradable materials that are also eco-friendly, from our labels made of recycled cardboard and joined with a thread to the socks, to our gift packs and the cardboard boxes we use in shipments.

What is the best way to take care of my socks? 
To increase socks’ durability, it is recommended to turn them inside out before washing in cold water, with no whitener and do not use a dryer.

SIZE GUIDE​

 

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