FAQs

 

ORDERS

 

• How can I choose the right Smartwool product?

Take a look at our catalogues in order to find the product you are looking for.
You can also use the filter available on the left-hand part of the page in order to customize your search.
In each product page you will find a precise description of our items, complete of its usage, compositions, product care and benefits.
If you need any help in finding the perfect Sock for you, you can use our Sock Finder that will guide you in your choice.
If you need any help in identifying the right size, you can check our "Size Guide" available in each product page.
For any further information you might need, you can contact our Customer Care that will be happy to assist you.

 

• How can I place my order?

Choose your favourite products and add them to Cart. Check your Cart to be sure of having add the items you want to purchase only. If you want, you can still edit quantities, delete or add some articles.
Step forward to "Proceed to checkout" or "View and edit Cart"; you can log in in your reserved area if you have an account or continue as Guest.
Fill the form now with delivery address and payment method. If you have a promocode, you can add it now: you will find the “Apply Discount Code” field on the right-hand side of the page underneath your order summary.
Now you can confirm your order: if the order has been correctly sent, you will be given a confirmation message confirming your order number.
After a few minutes, you will receive an email to the address you provided while placing the order. If you do not see it, please check your Spam, too.
If you choose to pay by bank transfer, once the order is completed you will receive an email with all the information to complete the transaction. We recommend that you enter correctly the reference reason for payment that we will send you with the order confirmation, otherwise the transfer will not be recognized and the payment will not be successful. The goods will be dispatched only when the payment has been received by our bank.
Once the order has been confirmed, you will have the chance to check it at your Reserved Area or at the Guest page.

 

• How do I choose the right size?

Take a look at our "Size Guide" available in each product page. Our product description pages contain a handy guide to help you choose the right size.
The website shows the sizes featured on the product tags.
If you have any questions, please do not hesitate to contact our Customer Care.

 

• Can I amend my order? Can I add/remove an item?

You cannot amend your order. You can cancel your order if it is still to be processed.
You can check if it is still possible to cancel your order or to request a cancellation by contacting our Customer Care team.

 

• What's my order status?

You can check your order status by logging into your account or, if you don't have an account, by clicking on the following link.

Order cancelled: your order has been cancelled

Order in process: order being registered

Order pending: order waiting for payment to be received

Order under investigation: payment is being checked

Order fulfillment: the order is being prepared at our warehouse

Order shipped: the order has been collected by the courier and is in transit to its destination

Order refunded: refund of the order placed

 

PAYMENTS

 

• What payment methods are accepted?

You can choose between the following payment methods:

 

- CREDIT CARD
Once you’ve selected your card type, you will need to enter the full number on the front of the credit or debit card without spaces, plus the expiry date, the security code (CVV/CVC) on the back of the card, and the cardholder’s first and last name.
We accept the following credit and debit cards: Visa, Visa Electron, CartaSi, PostePay, Mastercard, and American Express.
The order amount will be reserved on your card and will only be debited once the order is invoiced. In case of a total or partial order cancellation, the amount reserved on your card will be automatically released. Release times may vary depending on the credit institution issuing the card.
From now on, when you place an order using a credit or debit card, your bank may ask you to confirm your identity using 3D Secure authentication.

 

- PAYPAL
You will need to log into your PayPal account to make a payment and validate your shipping address. Depending on your preference, the amount will be charged to the credit or debit card linked to your PayPal account or directly to your bank account.

 

- APPLE PAY allows you to pay trough your Apple devices.

 

- GOOGLE PAY allows you to settle your order trough the payment methods you registered in your Google account.

 

- KLARNA offers an innovative, fully digital payment service. It is a payment service that allows you to pay in installments according to your needs. Find here all the information about the deferred payment option and how to use it online.

 

• How do I pay by Klarna?

To discover all options offered by Klarna in your Country and the complete payment procedure click here.

 

• What is the European PSD2 Directive?

Online payments have been made more secure by the new European PSD2 regulation, which was introduced on 28th December 2020 and imposes new authentication rules.
From now on, when you place an order using a credit or debit card, your bank may ask you to confirm your identity using 3D Secure authentication.
There are many ways to authenticate online payments and you may be asked to confirm your identity via SMS, email or TouchID. We recommend getting in touch with your bank to ensure they have the correct contact details on file in case you are required to use SMS or email for 3D Secure authentication.
If you have any questions, please contact our Customer Care team.

 

 

NEWSLETTER & PROMOCODES

 

• Why should I subscribe to your newsletter?

Subscribe to our newsletter to stay up to date with the latest news on Smartwool’s collections and to get your hands on amazing promos!
Signing up is super simple. You will have the possibility to sign up thanks to the reserved section available on the right-hand bottom page of the website. Navigate to the newsletter section on our website and fill in the required information.
If you run into difficulties or have any doubts, please do not hesitate to contact our Customer Care team.

 

• Can I unsubscribe from your newsletter?

If you wish to unsubscribe from our newsletter and to stop receiving communications from Smartwool, click on the "unsubscribe" link at the bottom of the newsletter email.
If you run into difficulties or have any doubts, please do not hesitate to contact our Customer Care team.

 

• How do I get a welcome promocode?

After subscribing to our newsletter you’ll get an email with a welcome promocode entitling you to 15% off your first purchase.
Promocodes cannot be combined with other current promotions.

 

• When can I use my welcome promocode?

The Welcome promocode can be used on your first order or on a subsequent one as it does not expire. It can be used on all items in our current collection. Please note it might be used just once.
Promocodes cannot be combined with other current promotions.

 

• Where do I enter my promocode?

To use your promocode, add items to your basket and head to checkout. You will find the discount code field on the right-hand side of the page underneath your order summary where you can enter your promocode.

 

• Can I add a promocode after finalising an order?

You cannot add a promocode after your order has been finalised. If the order is still being processed, you can cancel it and put through a new order.

 

• Why should I create an account on your website?

Creating an account allows you to store your shipping details, view your order history, save your Cart, track orders and register a return yourself.
Creating an account is super easy: just click on the login icon in the top right, or click here, and enter the required information. If you have forgotten your password, click on the "Forgot Your password" button.
The system will send an automatic email containing a link to your registered email address. Click on the link and you will be asked to create a new password.
If you would like to delete your account, please contact our Customer Care team.

 

 

DELIVERY

 

• How long will it take to receive my order and how much will it cost?

Shipment is free for orders equal to or above 100€. Your order will be processed by our warehouse in 1 or 2 working days before being handed over to the courier.
It will take approximately 10 to 15 days for the courier to deliver the package to the address provided. Please note that external factors such as postal, customs or courier delays, logistical problems, adverse weather conditions or the inability to gain access to the address provided may affect delivery times.
Once you have placed your order you won’t be able to change the shipping address.

• How can I track my order?

Once shipped, you will receive a confirmation email containing a tracking number and the carrier information, which you can use to track your order.

 

• What should I do if I receive a damaged package or some items are missing?

If there is any damage to the packaging or if the number of packages does not correspond to your order, notify the courier immediately upon delivery, indicating the nature of the problem on the delivery note, which must be returned to the courier (delivery signed for subject to checks).
Any problems relating to the physical integrity, correspondence or completeness of the items received must be declared within 7 days of delivery to our Customer Care team by sending an email to support@smartwoolcustomercare.zendesk.com

 

• I’ve just checked the shipping status and spotted a problem. What should I do?

If you have spotted any issues with your order shipment, please get in touch with our Customer Care team as soon as possible so that we can carry out the necessary checks.
If the tracking information says your order has been delivered but you have not yet received it, please contact our Customer Care team within a maximum of 2 days of your item's presumed delivery so that we can follow up with our couriers.

 

 

RETURNS

 

• How can I request a return?

You can return a product within 14 calendar days of its date of delivery by logging into your account or, if you don't have an account, by clicking on the following link.
Returns are free if your item is faulty or if you face with other problems covered by the warranty.
Please note that, before returning your products, you have to wait for the authorization to proceed by our Customer Care.
If you are willing to get a refund on a faulty or damaged item, please refer to Return for faulty section

 

• What are the conditions for returning an item?

To get a refund, your item must be returned intact in its original packaging with all included materials (including packaging materials and any documentation, labels, tags, or seals, etc. ...).
Your item must only be kept or used for the time strictly necessary to establish and verify the nature, characteristics and size of the fault and must not have any signs of wear, tear, or stains.

 

• My item is too big/small. What should I do?

If your item is too big or small, you can request a return and refund since changes are not allowed. You can then freely decide to place a new order for the needed product.

 

• Are returns free?

Returns are free of charge if there is a fault or if the wrong item has been sent to you.
In all other cases, Customer will be asked to return items to FiloBlu within 14 (fourteen) days of their receipt, upon authorisation of the return request by our Customer Care team.
You can use your preferred courier or delivery service to return the item(s), including Poste Italiane.

 

• Where do I send my return?

- For parcels from EU countries, please return your item to:
FiloBlu c/o Snatt Logistica Spa - Mag L, Via San Biagio, 65/67 42024 Castelnovo Sotto (RE) Italy

 

- For parcels from non-European countries, which are therefore subject to customs, please return your item to:
FiloBlu c/o Snatt Logistica Spa Via Kennedy 12/B 42040 Campegine (RE) Italy.

 

Please note return shipments from Extra UE Countries must be in DDP terms. Duties and taxes must be paid by the sender.

 

• How does the returns process work?

Returns are free if your item is faulty or if you face with other problems covered by the warranty, only.
In all the other cases, the return will be at Customer's care.

Return request:

- Returns process for registered users:
1. Log in to your account https://www.smartwool.eu/re/customer/account/login/
2. Go to "My orders" and find the order for which you wish to request a return.
3. Click on the Returns tab and complete the form, filling in the details of the items to be returned.
4. Submit the form.

- Returns process for non-registered users:
1. Head to https://www.smartwool.eu/re/sales/guest/form/
2. Fill in the form with your order number (do not include the #), your surname and your email address.
3. Fill in the form with the details of the items to be returned and submit the request.

In both cases, you will receive an email confirming receipt of your request.
You will receive a second email from our Customer Care team (within 2 working days) containing a return authorisation and the relevant instructions. Make sure you check your spam box. This email won’t contain the returns label.
You will need to print the Return Authorisation email out and put it inside the package.

 

Shipping:
1. Select your preferred courier
2. Send your parcel to the address provided in the confirmation email.

Once your package has been received and the quality checks have been completed, our Customer Care team will send you a refund authorisation within one week of receiving the package.
This process may take a few days, depending on the warehouse workload.

Refunds:
Once your return has been accepted, we will notify you by email and send you a refund within 14 days using the same payment method used to place the order.

 

• My item is faulty, what should I do?

To submit a returns request due to a faulty item, products that do not correspond to the picture on the product page, or for any other problem covered by warranty, please contact our Customer Care team at support@smartwoolcustomercare.zendesk.com. You will be asked to provide pictures of the item showing the fault and the entire product.

 

REFUNDS

 

• When will I get my refund?

If your returned item meets our requirements, you will be notified by our Customer Care team and a refund will be issued within the next 14 days using the payment method chosen to place the order.