RETURNS AND REFUNDS

Sometimes things just don’t work out. And we totally understand.

If you change your mind, the return request must be filled out directly online within 14 days from the date of receipt of your order.
The products must be sent back exactly in the same condition in which you received them: unworn, unwashed and returned in the original packaging with all the tags attached.
We therefore invite you, if you’d like to try an item, not to remove any labels that you find attached otherwise the return will not be accepted.

The delivery time of your return to our warehouse depends on the courier company and on the country you are shipping from.
Once the return has been received and processed at our warehouse, we’ll send you an email to confirm your return has been delivered. This can take 2-3 business days after we’ve received the returned item from the carrier.

Your refund may take up to 14 days to show on your account, depending on the method of payment you used.

Purchases made on www.smartwool.eu can only be returned via our online return process.
If you are willing to return a faulty or damaged item, please refer to Return for faulty section at the bottom of this page.
If you have purchased a Smartwool item from one of our official retailers and are interested in returning it, please refer directly to the purchasing site, following their instructions to properly return the item. They will contact us directly if any further details are necessary.


Returning Online Purchases

WHY ARE YOU RETURNING THE GOODS?


RETURN REQUEST FOR REFUND
How to return steps

1. Start Return

  • If you have an account, connect to the MY ACCOUNT section, in the user dashboard, ORDERS area. Enter the details of your order and select the item "RETURN".
  • If you purchased as a guest, connect to the Guest Order Control area via the link by entering your order details, fill out the form with the order number (do not enter #), your last name and your email. Click on the Return tab. Enter the return request for the products to be returned choosing "REFUND" as solution of the request.

2. Select a return mode

  • Easy Return

If you have selected this return option, you will receive an email confirming receipt of your return request with the related rma number: in attachment you will find the return label and the Return List. If you ship from a country outside the European Union, you will also receive a Proforma Invoice.

Print out the Return List, and insert it inside the package: this document will facilitate the recognition of the return and speed up the refund.

Print the UPS Return Label and attach it to the parcel, covering/removing the original shipping labels.

Arrange collection from your home by calling UPS, or visiting the carrier's website, or drop off the parcel at the closest UPS-Service Point.

  • Standard Return

If you have selected this return option, you will receive an email confirming receipt of your return request with the related rma number: attached you will find the Return List.

Print out the Return List, and insert it inside the package: this document will facilitate the recognition of the return and speed up the refund. If you ship from outside the European Union, you will also find the Proforma Invoice attached.

We remind you that shipping is at your own expense: you can choose the courier you prefer to organize the return shipment.
The products must be shipped to the following address:

FiloBlu c/o Snatt Logistica
Via Giuseppe di Vittorio, 21
20049 Caleppio MI Italy

* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration.This means that the goods must be accompanied by a pro forma invoice that we will send you with the Return Authorization email. The proforma invoice has to be attached to the outside of the box (never put it inside the box): this will help us accelerate the process of customs clearance of your return. We kindly invite you also to communicate the return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.

Please remember that both the Easy Return and the Return on your own options are at your expense. If you use our UPS label, you will be charged with the shipping costs – equal to CHF 15.00 – on your refund. Additional customs fees are at our expense.

3. Refund

As soon as your return will be delivered to our warehouse, the Quality Control Office will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.

The refund will be made within 14 days of receipt of the goods on the same payment method used to confirm the order.
You will be credited the price of the products purchased. Please notice that the technical time to obtain the refund depends on the internal procedures of your credit institution.


RETURN REQUEST FOR SIZE EXCHANGE
How to return steps

We hope the items will be just perfect for you! However, should the size not fit, you have the possibility to request a size exchange, subject to product availability, and completely free of charge.

  • If you have an account, connect to the MY ACCOUNT section, in the user dashboard, ORDERS area. Enter the details of your order and select the item "RETURN".
  • If you purchased as a guest, connect to the Guest Order Control area via the link by entering your order details, fill out the form with the order number (do not enter #), your last name and your email. Click on the Return tab.

Fill in the form with the items you wish to return and select "size change". The system will ask you to choose the new size from those available. Upon clicking "CONFIRM" a new order will be generated for the new selected size. If the desired size is not available, exchange size is not possible and you will have to proceed to return with refund following the correct procedure. (CLICK HERE)

You will receive an email confirming receipt of your return request with the related rma number. In attachment you will find the return label and the return list. If you ship from a country outside the european union, you will also receive a proforma invoice.

Please print the return list and place it inside the package with the items to be returned; please print the pre-paid label as well and affix it outside the package, making sure to cover the previous delivery label.

Book your pick–up with the courier by accessing the courier website through the following link: book a pickup or visit the following link to find out the dedicated customer service number for the country you are ordering from. You can also leave the package at the service point closest to your home, to look for it click here.

As soon as your return is delivered to our warehouse, the quality control office will carry out the appropriate checks. If successful, we will send you an email confirmation returned and the package containing the new size will be delivered within a few days. You will receive a shipping confirmation email with a tracking code when the package leaves the warehouse.

For the generation of the order containing the new size there is no money handling. The system automatically allocates to the selected product the price originally paid for the item you intend to return. Return for size change can only be requested once per product. If the new size doesn't fit, you can only proceed with the return and refund request.

Please remember that if you have requested a size change, the return is free.


RETURN REQUEST FOR FAULTY OR INCORRECT PRODUCT
How to return steps

In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as "a product that complies with the agreement".

SMARTWOOL is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online (in case of defective and/or non-conformity), please contact our Customer Care.

Please provide all the necessary information, including, ideally, the related order number and pictures with the product labels that you received.

Before sending the goods we kindly ask you to wait for a reply from our Customer Care, you will receive a confirmation e-mail containing all the instructions in order to proceed with the shipment of the product.

In the event of defective or non-compliant products, SMARTWOOL will arrange the withdrawal of the product at its own expense.


Most asked questions

How long will it take to process my return?

Once delivered to our facility, we do our best to process returned items within 14 business days. During sale and holiday periods, this time frame may increase. Please note that this does not include transit time to our facilities.

How long do I have to return my order?

You may return a product within 14 days from the date of delivery. The goods must be returned undamaged, complete with all parts and in their original packaging (including packaging materials and any documentation, labels, tags, or seals, etc.). Your item must be kept or used only for the time strictly necessary to establish and verify its nature, characteristics and size and must not show signs of wear, tears or stains.

How much does it cost to return a product?

Both the Easy Return and the Return on your own options are at your expense. If you use our UPS label, you will be charged with the shipping costs – equal to CHF 15.00 – on your refund. Additional customs fees are at our expense. If you have requested a size change, the return is free. However we do encourage you to shop responsibly and to consider the environmental impact when purchasing and returning items - the less unnecessary shipping, the better.

How can I track my return?

Unfortunately, you cannot track your return but keep hold of your shipping receipt so this information can be shared with our Customer Service team if necessary.

Is it possible to exchange a product purchased online directly in shops?

No, it is not possible to return a product purchased online from a shop.

I purchased from an official retailer, can I make an online return on this site?

No, unfortunately we have no way to handle return requests related to purchases made from retailers other than our official website (www.smartwool.co.uk). If you purchased a Smartwool item from one of our official retailers (online or physical store) and wish to return it, consult directly the site where you made the purchase and follow the return procedure indicated or contact the retailer where you purchased the item you wish to return. In case further details are needed, we will be contacted directly.