I ordered organic cotton socks, because I have an allergic reaction to regular socks. I ordered size 9-11 for my size 10 feet. Apparently, however, that size for socks translates to size 4-7 for men's shoes. I posted an angry note on the Website, and then wrote them off. However, I got a personal response from someone who had obviously read my post with real concern. They offered to take back the socks and send me the correct size. Which they did, even though I had already washed the socks (didn't realize they were too small until I tried them on after washing). They have followed up several times since. What was a bad experience has turned into a very good one. Could not ask for a better response.