At J. Clay, we take pride in offering premium quality socks and footwear accessories. However, if you’re not completely satisfied with your purchase, we’re happy to offer returns or exchanges within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused, in its original packaging, and in the same condition as when you received it
  • You must initiate the return within 15 days of receiving your order
  • The item must not be part of our non-returnable items (see below)
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene reasons, we cannot accept returns or exchanges on the following items:

  • Basic Tennissocken (Basic Tennis Socks)
  • Fußlinge (Foot Liners)
  • All opened or used products

Return & Exchange Process

Step 1: Initiate Your Return/Exchange

To start the process, please email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear J. Clay Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return/exchange: [Product Name(s), Size(s), Color(s)]

Reason for return/exchange: [Please specify]

For exchanges, please indicate the replacement item you would prefer:

[New Product Name, Size, Color]

I confirm that the item(s) are unused and in their original packaging.

Best regards,

[Your Full Name] [Your Contact Information]

Step 2: Wait for Approval

Our customer service team will review your request and respond within 2 business days with:

  • Approval of your return/exchange
  • Return shipping instructions (if applicable)
  • A return authorization number (RMA)

Step 3: Ship Your Return

Once approved:

  • Pack the item(s) securely in their original packaging
  • Include a copy of your order confirmation or packing slip
  • Write the RMA number clearly on the outside of the package
  • Ship to our return address:

J. Clay Returns
Ohmstraße 41
52948 München, Germany

We recommend using a trackable shipping service as you are responsible for the return shipping costs unless the return is due to our error.

Step 4: Processing Your Return/Exchange

Once we receive your return:

  • We will inspect the item(s) within 3-5 business days
  • For approved returns, we will process your refund
  • For exchanges, we will ship your replacement item
  • You will receive email confirmation once processed

Refund Information

Refunds will be issued to the original payment method:

  • Credit card refunds (Visa, MasterCard, JCB): 3-10 business days after processing
  • PayPal refunds: 3-5 business days after processing

Please note that shipping fees are non-refundable unless the return is due to our error.

Exchange Shipping

For exchanges:

  • We will ship the replacement item once we receive and process your return
  • Standard shipping times apply (10-15 business days for standard shipping, 15-25 business days for free shipping)
  • If the replacement item is of higher value, you will need to pay the difference

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We will arrange for a free return shipping label if needed
  • You will receive a replacement or full refund, including shipping costs

International Returns

For international customers (outside Germany):

  • You are responsible for return shipping costs and any customs fees
  • Mark the package as „Returned Goods“ to avoid additional customs charges
  • We cannot refund original shipping costs for international orders unless the return is due to our error

Need Help?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Business Hours: Monday-Friday, 9:00-17:00 CET

We aim to respond to all inquiries within 24-48 hours.