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.

If you are willing to return a faulty or damaged item, please refer to Return for faulty section at the bottom of this page.

 

RETURN REQUEST

HOW TO OPEN THE RETURN REQUEST IF YOU ARE AN UNREGISTERED USER (ORDER AS GUEST)

  • Connect to the Guest Order Control area via the link by entering your order details
  • Enter the details of your order and select the item "RETURN"
  • Enter the return request for the products to be returned, you will immediately receive an email confirming your return request

 

HOW TO OPEN YOUR RETURN REQUEST IF YOU HAVE AN ACCOUNT ON OUR WEBSITE:

  • Connect to the MY ACCOUNT section, in the user dashboard, ORDERS area.
  • Enter the details of your order and select the item "RETURN"
  • Enter the return request for the products to be returned, you will immediately receive an email confirming your return request

 

Once the return request is completed within 1-2 working days you will receive an email confirmation with the authorization from our Customer Care with the warehouse address to ship back the goods.

 

RETURN OF PRODUCTS

 

 How do I return my items?

  • Print the return authorization email and insert it in the package along with the items to be returned
  • Send the parcel by courier or national postal service to the address you receive in the return authorization email. We remind you that the shipping costs are charged to the customer,our Customer Care does not provide the return label
  • Keep the shipping receipt of your parcel

 

For parcels coming from Switzerland must be returned to the following address : 

FiloBlu c/o Snatt Logistica Spa

Via Kennedy 12/B

42040 Campegine (RE)

Italia

 

* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to declaration. This means that the goods must be accompanied by a pro forma invoice for returns sent to CAMPEGINE.

Please download the proforma invoice here: PRO FORMA INVOICE for returns from UK, Switzerland, Norway and Russia.

The pro forma invoice must be correctly filled in and attached to the outside of the box (never put it inside the box).

If you print the proforma invoice from our website, it will help us accelerate the process of customs clearance of your return.

We kindly invite you also to communicate via this form or to send the return tracking by email to our Customer Care 

 

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. SMARTWOOL does not allow exchanges of goods but provides for the refund of the cost of returned items. For any change you may need, you will have to proceed by placing a new order.

We also remind you that the technical time to obtain the refund depends on the internal procedures of your credit institution.

 

Return for faulty or incorrect product

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.

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