new to hipSwan?

here are some frequently asked questions

Which style of hipSwan socks should I choose?

Here is a summary of our current lineup of socks, how they differ from each other, and how they are popularly used:

style name	base yarn	sock height	typical use cases
chill	organic combed cotton	no-show (mid cut)	everyday use in trainers and shoes with higher vamps
roam	organic combed cotton	low cut / ankle	everyday use in trainers
flow	organic combed cotton	low cut / ankle	athletic activities like yoga, Pilates, and barre, but also for better traction on smooth floors
dash	merino wool	low cut / ankle	sports like golf, hiking, running, tennis, cycling

Can I create a custom bundle with different sizes and colours?

Short answer: YES. Please email our customer experience team at: cs@hipswan.com and we'll create a custom bundle for you.

Long answer: We've designed our website to streamline the selection process and present customers with the most popular choices.

In general, we offer 3 sizes and 3/4 colours for each style. Ready-made bundles are available in 3/4/6/8 packs, either in solid colours or a mix of colours.

However, if you'd like to create your own bundle by mixing sizes and colours (and even styles), we can certainly do that. Please contact our customer experience team at: cs@hipswan.com.

We'll create a customised bundle to your specifications, including any applicable multi-pair discount, and send you a payment link to confirm your order.

Why are some sizes and colours out of stock? How often do you replenish your stock? How will I know when they are available again?

hipSwan works differently than other sock brands. We concentrate on producing in batches according to our customers' preferences, based on actual sales data. This helps us to minimise waste and our ecological footprint.

Unfortunately, this also means that customers can experience delays in securing our most popular styles, sizes and colours.

Some of our batches have sold out in a matter of weeks, so it's best not to hesitate too long once you find the style, size and colour you want.

If the socks you want are out of stock, our system will prompt you to sign up to our automated restock alert system. You will then receive an email at the very moment the item you want is back in stock.

We generally work on a rolling 3-month sourcing cycle and are constantly monitoring customer feedback for opportunities to improve our designs with each batch.

Once a design is finalised, the typical production period is 8 weeks, followed by our quality control inspections, and then a transit period that can take anywhere from 3-12 weeks.

How do I best care for hipSwan socks?

To keep your socks at their best and promote their longevity, we recommend that you treat them as delicate items by either machine washing them in cold water with other delicates, or hand washing them. Turning them inside out will also help ensure a thorough cleaning and reduce pilling/bobbling.

When it comes to drying, we strongly recommend line drying rather than a drying machine, especially for styles that feature silicone grippers.

Care instructions for specific styles are displayed under the 'composition and care' tab on each product page. We also send customers an email with detailed care instructions after they place an order.

In our "sock knowledge blog" we have done a deep dive into how to make your socks last longer.

Where are your socks made?

This is a somewhat complex question.

The key components of our socks (yarns, dyes, and packaging) can be sourced from different countries, dyed in others, and physically knitted in yet another.

Moreover, these can change based on the specific style and batch.

We are committed to working only with partners who share our emphasis on transparency and sustainability, and can produce certifications to back up their claims.

We also personally visit and vet each partner and make annual follow-up visits.

In prior batches, our trusted factory partners have been based in Taiwan and Türkiye.

You can read more about our supply chain on our sustainability page.

Are you a real company? I'm suspicious of buying over the Internet and afraid that I might lose my money.

Hipswan Limited (Company Nº 12290106) is a UK-registered private limited company, established in 2019 and fully compliant with UK company regulations.

We were awarded the "hipSwan" trademark in the UK in 2020, and in USA in 2023.

After a two-year R&D period, we started trading online in late 2021 and have fulfilled over 35,000 pairs of socks to date. We are proud to say that we've an unblemished record of being a trustworthy, reliable seller. You can sample some of our 1,000+ customer reviews here.

Unlike when you buy from a foreign website, UK residents are fully covered under relevant consumer protection laws when you buy from hipSwan.

We have been approved to accept all major credit cards like Visa, Mastercard, and American Express, as well as PayPal. You have additional consumer protections through your payment provider.

When will my order ship? How long will it take to reach me?

We work with a third-party logistics (3PL) provider based in the UK, where all our socks are stored.

We have an automated fulfillment system, meaning that once you complete your order on our website your order is instantly transmitted to our 3PL for picking, packing and shipping.

Under normal circumstances, your order will be despatched within 24 hours (often, it's the same day).

"Despatch" means that your package has been assigned a tracking number and is in the process of being handed over to the delivery company.

Our usual carrier is Royal Mail and our standard delivery service is Royal Mail's "48" service. This service aims to deliver across mainland UK in 2-3 business days. Whilst this service assigns a tracking number to each package, Royal Mail does not provide detailed tracking as to where your package is within their system. They only provide final confirmation of delivery.

You can also opt for express delivery (also with Royal Mail) which will be their "24" service and aims to deliver in 1-2 business days across mainland UK. This service will provide you with detailed tracking information.

If you're in the United States, Switzerland or Singapore, we offer efficient international shipping with FedEx or DHL. The typical delivery time to the US is 5-7 business days.

What if the socks I ordered don't fit? How do I return or exchange them?

Unlike many other sock brands, hipSwan gives you the option of ordering a single pair and charges a reasonable shipping fee.

We do this so customers can evaluate the quality of our socks and their fit before committing to a larger bundle.

You can also order a bundle of 3 or more pairs at the outset but please note that, since socks are a personal item, we only accept returns of unused/unworn socks with the original wrappers intact. Customers are responsible for the cost of return shipping to our distribution centre in Northampton. If you want to initiate a return, please contact our customer experience team at: cs@hipswan.com and they will provide you with full instructions.

Other questions?

Do you have a question we haven't addressed above? If so, please reach out to our customer experience team at: cs@hipswan.com