frequently asked questions
if you can't find the answers to your questions on the rest of our website, hopefully we can help answer them here. If not, feel free to contact us here and we'll gladly help.
about us and our products
who are turtl?
We are a brand that specialises in planet-friendly products for children. We pride ourselves in making products that comprise of both quality and design, but at the same time, gives back to the cause that drives us - a cleaner ocean and habitat for marine life. Find out more about the charitable donations we make each time you purchase from us. →
what sizes does your product socks in a shell come in?
Our socks in a shell are available for tots aged 12 months up to kids size 11-12 UK / 12-13 US / 29/30 EU. Full information can be found on our size guide page.→
are socks in a shell waterproof?
Not technically but they are splashproof. They're coated with an eco-friendly splash proof treatment perfect for splashing! They may not withstand a full rainshower but they should keep the little ones feet dry if they have a little patter in a shallow puddle. They can be worn in fresh water and then be left to dry naturally afterwards. turtl founder Jonny’s daughter's Mila and Minnie wear them when they’re on family holidays.
how do I clean the socks in a shell shoes?
Easily - they’re machine washable. Read more about how to clear your socks in a shell. →
there's signs of pilling on the dot on my tots socks in a shell, what shall I do?
Don't worry, this is normal. It's all part of the material being as eco-friendly as it can be. Remember, it used to be plastic bottles. We've created a simple 3 set guide to tidy them up and get them looking as good as new. →
are the insoles removable?
Yes, the removable insoles are made from BLOOM and are perforated for breathability. We advise you remove these after wear to allow them to dry, and when you wash them. Check out our care instructions for more on how to clean your socks in a shell. →
how can I recycle my socks in a shell?
Yes, you’ll need to check locally because all districts recycling capabilities are different. Take this information with you though - socks are made of Repreve® and truSpring, insoles made from BLOOM and shells (outsoles) are made from Phthalate-free TPR rubber.
how does turtl give back?
Each year, we'll choose a charity to donate a percentage of our profits to. Although we're a small brand, we're are commited to contributing as much as we can, to like minded organisations. Organisations who share an objective to clean up our oceans to make a cleaner habitat for the wildlife that live there. Each time you buy one of our products, you'll help make the planet a better place. Find out more. →
ordering from turtl
can I have help with my order?
It would be our pleasure. Call Lou or Hannah at turtl HQ in the UK, message us on any of our social channels or email us using our contact form. →
how can I pay for my order?
You can pay with your visa credit and debit, maestro, mastercard, as well as Apple and Google Pay. We also accept American Express.
can I change or cancel my order?
This will depend on where your order is in our systems. We will always do our best to cancel or change your order if we can. It’s best to call us so please check our opening hours to see if we’ll be here to take your call to make any update to your order. →
If our offices are closed, please email us as we check the inbox as the first job of the day. Our US warehouse works to different cut off times so cancellation deadlines differ.
I have a discount code, how can I use it?
You’ll find a box below your basket summary on the first stage of the checkout. Pop it in there, click apply and the discount will be applied to the price of the items in your basket. Unless the discount is a specific delivery discount, the discount won’t affect the price of delivery. Sometimes we choose to run automatic discounts which won’t need you to put a code into the site. The discount will automatically be applied.
how much is delivery?
This depends on where your item is being delivered. See our delivery and returns page for more details. →
my order hasn't arrived yet
We’re sorry to hear this. Please check that your order has been dispatched, allowing for public holidays in the country where your order is being shipped from. Log into your account where you should find a tracking number or if you checked out as a guest, you should have received an email to give you this update. If you still can’t find your tracking number, please contact us here. →
which courier will you send my item with?
This will depend on where you’re ordering from. We also can’t be specific as this is always changing to give you the best service we can offer. The couriers we useare USPS, UPS, DHL, Parcelforce, Royal Mail and DPD. Some of these couriers will pass your parcel onto a local courier. We should always be able to provide a tracking number but your order may not need to be signed for. If you have any questions about the tracking of your order, please feel free to get in touch here. →
there is a problem with the order I've received
This isn’t what we like to hear so we’d like to get this corrected as soon as possible. Please contact team turl here. →
how do I make a return?
We’re sorry to hear that you’re having to make a return. Please visit our delivery + returns page for full information on the steps you need to follow to make a return. →