Product Support and Customer Assistance

If by any reason you are not totally satisfied with your Graphene-X product don't worry, we've got your back. Just make sure to let us know within 30 days from the received date, pack it back in new conditions and with all its tags and send it back to us. Socks are not eligible for any of these for odorous reasons.

If you are here, you probably fall into one of these two categories:

1. Size Exchange: We are happy to arrange a size exchange for you if the fit was not as you expected. Just send us an email to support@graphene-x.com with the subject "Size Exchange" and we will let you know how to proceed. 

2. Refunds: Sometimes it happens. We get it. There's just no love and it's better to finish it quickly. Just send us an email with the subject "No love - refund please" and we will manage it before you can even blink.

We have partnered up with reverse logistics partners to make these situations painless but note the cost of sending back the product is yours; we will assume the other way around.

Covid has flipped the couriers world upside down. We update our channels every week trying to optimize the service aiming for speed and reliability. We don't make any money in shipping, this is not our business, so you can rest assured that our focus here is to offer you the best fulfilment experience possible. Costs vary per region and for orders over USD $189, we offer free shipping.

We try our best so you pay little or no taxes when receiving your products but we can't assure this as every country has different regulations. On July 1st 2021, EU regulations changed and even though we use the best possible smart channels there is no guarantee you won't have to pay taxes when receiving your order as every country is applying the new rules in a different way. If you had to pay taxes and then need to return the product ordered, we are in no position to cover the taxes you had to pay at that moment.

Less stuff, but better stuff. This is part of our motto and it sure applies to our guarantee terms. We work with the toughest material on Earth, with top notch elements and with the best manufacturers in the world and being the "best or the toughest" in anything comes with responsibilities. All our apparel is guaranteed for life. Any manufacturing defects or non-functional elements that attempt against the perfect performance of your product are fully covered. 

Note that the following cases are not covered by our lifetime guarantee: Rips, Burns, Tears and Damages due to accident, improper care, mis-use, or the natural breakdown of colours, finishes and materials over time. Damage caused by improper repair, adjustments or lack of maintenance.

Basically, any accident, misuse or intentional damage are only good for a funny video you can post in YouTube and get a zillion likes but not eligible for our guarantee. 

Do you have an idea? A suggestion? Maybe you are a cool brand that would like to work on something together? Are you a fan and would like to give us some feedback? Do you have an awesome product story to share with us? Hell, would you just like to talk? 

Then… We are in! Just shoot us a line here​.

We have no way of telling you exactly where we are today - we travel quite often - but either way we are just one email away.

Edit: This used to be true till 2019, for now we are mostly based in Hong Kong.