Shipping

The shipping cost can be viewed on the checkout page, after adding your products to your cart.

Orders are processed by our logistics in 1-2 working days from the date of their receipt on the system.

 

EUROPE: Delivery normally takes place within 2-3 working days starting from when the order is handed over to the courier, excluding remote areas where delivery may take an extra day.

EUROPE extra-UE: Delivery normally takes place within 3-4 working days from when the order is handed over the courier, excluding remote areas where delivery may take an extra day.

RUSSIA: Delivery normally takes place within 10-15 days from when the order is handed over the courier, excluding remote areas where delivery may take an extra day.

 

The products are delivered by indicated courier from Monday to Friday during office hours.

We remind you that shipments and deliveries can’t be made on weekends and during bank holidays.

During promotional and peak periods , shipments may take longer.

We suggest that you always choose a delivery address where someone can pick up your parcel. If you prefer to receive your order in an office or at a concierge, we invite you to indicate the name of the reference person.

If you are not present at the time of delivery, the courier will leave a notice with the instructions to collect the goods or they will try to make two new delivery attempts the next working day.

We advise you to keep monitored the shipping status with the tracking number that you will receive by email when the parcel is shipped. In this way you will be able to check the order status at any time!

At the time of receiving goods, we always advise you to check:

  • that the number of packages delivered corresponds to what indicated in the transport document
  • that the packaging is intact, not damaged, nor wet or otherwise altered, even in the materials used for sealing (adhesive tape or metal straps).

 

What do I do if my parcel is damaged or if there are missing items in it?

We want you to receive an intact package with all the items purchased. In case this does not happen,  please send photos of the damaged package to our Customer Care at the following email address: support@smartwoolcustomercare.zendesk.com

In case of missing articles, please always contact our Customer Care at the following email address: support@smartwoolcustomercare.zendesk.com, reporting which are the missing articles.

What do I do if I haven’t received the package?

Our couriers do their best to ensure that you receive your order in time and intact. However, despite due diligence, we cannot exclude the chance of exceptions.

If the tracking number shows a problem with the delivery of your parcel related to the shipping address, you can contact the courier directly to receive further information.

In case the courier needs our assistance (as sender) please contact our Customer Care at the following email address: support@smartwoolcustomercare.zendesk.com within 14 days from the shipment of the package.

 

CUSTOM DUTIES

Orders destined for the United Kingdom and Switzerland are shipped on a DDP (delivery duty paid) basis. 

This means that all applicable taxes and duties are included in the final purchase price and there are no additional costs for delivery.

 

In case the courier asks you to pay for the delivery, please contact our Customer Care at the following email address: support@smartwoolcustomercare.zendesk.com

With regards to deliveries in countries outside the European Union (Russia and Norway), orders are shipped on a DDU (delivery duty unpaid) basis.  

DDU means you may be liable to pay local sales taxes and customs duties on arrival of your order. Where this is the case, you will need to pay these costs to release your order from customs before it is delivered to you. 

We are not aware of the amount of customs duties, they will be communicated to you by the courier once the shipment has arrived at destination. We therefore invite you to contact the customs authorities of your country to verify the costs and any import limits. 

Support