Smartwool Avis 

Seen all the Negative reviews but thought I'd take a punt and argue it out if there were any issues. Delivery took about a week but in these post brexit times expecting it any quicker is naive. I really like the SmartWool Merino stuff and it's definitely worth the premium price. I'd order again.

My order was placed on 29/3/2021. The articles arrived 7-8 days later. The socks were fine but the 'rainjacket' was a thin nylon zipper that you could get for 10 euro in a supermarket (made in Vietnam) priced at an eye watering 125 euro. After 4-5 e-mails with customer service it was established that the customer pays for the P&P. I returned the artice in the original packaging, unopened via DHL packet service.
More than 2 weeks after sneding the package Smartwool have still not confirmed that it was received nor refunded the payment, despite the tracking code showing delivery to Italy. If you order something from Smartwool Europe do not expect to be able to get a refund nor an exchange, without a lot of argument or a lawyer.

Before I sent the return, I double checked emailing them that there wouldn't be any customs issues. They replied not and to go ahead. Alas, my package came back to me with Importer EORI required. I have been calling and emailing for over 2 months now to no avail. Emails don't get answered, and in every call the representative says someone will look at it and get back soon. No one has ever gotten back, so it looks like I have over £100 of unwanted goods.

Ordered socks over two months ago and they still have not arrived or been dispatched. Contacted Smartwool three times via e-mail and no response at all. If you wish to call them you will be paying around 30p per minute for the pleasure as they are based in Italy (which was not clear when purchasing). Two months in, £50 down and nothing to show for it. Do not buy from Smartwool directly.

Smartwool if you are listening, please just give me a refund! Order Number 000008732

Wish I had read these reviews first, ordered baselayer long sleeve too, arrived but looks nothing like the picture on the website and box, wrong colour, wrong pattern.
Been trying to return and get paid postage , 4 emails, 4 forms, no answers yet

Terrible. Ordered in late December. Order didn't ship for two weeks. When it did, their delivery providers (UPS), allegedly made two delivery attempts but without ever leaving any documentation of having done so (and thus leaving no information by which to reorganise redelivery etc). Eventually, after contacting Smartwool, and some delay in their getting back to me, I found out that the package had been delivered to a corner shop a mile from my house. When I went there, I found that the item had already been returned to UPS. Contacted Smartwool, who after 3 months are still 'looking into' the problem. Meanwhile, my bank account is £60 lighter, and I have no socks.

Words can not describe my feeling of utter disappointment and dismay with this company. Ordered very expensive socks as Christmas presents on 18th Nov. Still haven't received them or refund. 18 emails. Countless attempts at calling, finally get through to them (they are in Italy and not England as site would suggest) To be told they will investigate but could make no promises! £200 of my money is sat in the bank account of VFCorporation who owns this company along with Eastpak, Timberland, Dickies etc and they can't get customer service right or sort refunds. Currently waiting for Hell to freeze over or Pigs to fly which ever happens first. (side note: They forwarded me another customers complaint by mistake!)

Checked Trustpilot after already ordering and had a bad premonition after viewing the reviews.
Delivered in 2 working days. Item as described, in excellent condition. Maybe I'm just lucky..

Order purchased on the 20th January, tracking code says it was delivered on 3rd December to a random address, assuming it is a dispatch warehouse in Italy. Still no sign of order or any reply from smart wool disappointed.........

I placed an order at the beginning of January 2021 from what appeared to be a uk based website (smartwool.co.uk) and paid in gbp. This is very misleading because PayPal shows payment is made to an Italian company and it appears goods are not in the uk. Since then I have had no communication from smartwool, I haven’t received my order and all support requests go unanswered. I am currently escalating the claim via PayPal, the company doesn’t seem interested in supplying goods or customer service.

I bought an item on the 26th December from a co.uk website. The item was not dispatched until the middle of January. I was soon notified by the delivery service UPS that there would be customs charges for the item to be delivered. It turns out the company are based in Italy. At no point is this made clear on their website or at the point of ordering for UK customers.

I checked the law and firstly because my order was placed prior to the 1st Jan this should have not been an issue. Also as my item cost less than £135 it also should not have incurred customs charges.

I can only assume this is due to Smartwool not filling out the correct paperwork. I have contacted their customer services who accept no blame whatsoever. I have ordered items from Germany since the 1st January with no problems whatsoever.

This company are con artists. Please do not be tricked into ordering in the UK. I paid taxes at the point of purchase and at the time my order was placed if I had checked the customs expectations this difficulty would have not arisen because it was prior to the 1st Jan. The company are awful to deal with and their customer service is non existent.

I had a UPS delivery person arrive at my door yesterday asking for £66 in brokerage charges for a parcel from Smartwool. I ordered the items from a UK website, I paid in £, and was promised free shipping. Nowhere at any point in the check-out process does Smartwool warn that their products will be shipped from abroad with additional import/brokerage fees to pay (and I have screengrabs to prove this). I have emailed and spoken to Smartwool's customer services (and I have a recording of this conversation) but they refuse to acknowledge any fault.

send a question and got answer (not expected) 3 weeks later ... question was in relation to order which it turned out was dispatched 2 weeks after ordering ... so if you are happy to wait that long, go ahead

I love Smartwool and the garments, although I have to be honest and say they do not wear anything like they did when I bought my first base layer back in 2010.
However for the past year or so their website has been horrendous to use. It crashes, is slow to load and the payment section is difficult to get to work. I have returned items to them in the past. They put return address labels in with the order. This year they have changed it. You are instructed to go to your account, click on the item you want to return and customer service will authorise the return, how I don’t know be because it does not work. I have trying to establish contact with them for 10 days to find out how to return the item. Did get an automatic email back. I then had an email asking for the order number and details of the item to be returned. Did all of this, but no response. I have written to them, no response, I have sent more emails but the only response is an email asking me to if I am happy with the service provided - WHAT SERVICE? Absolutely disgusting and disgraceful. They seem to have absolved themselves of any form of customer support and ignore any communications with them. Why they call themselves Smartwool Uk I have no idea because everything is centred in Italy. A bit of a con. So I am left with an order that is useless (spent over £230) and no means of recovering my money. The company must surely be illegal because they do not comply with trading legislation.
So, I will buy Icebreaker items in the future. Have bought lots of stuff from them online and no problems whatsoever and their garments are far superior.
DO NOT BUY ANYTHING FROM THIS FRAUDULENT COMPANY

We are long time customers and have many different SW products. All high priced. Everyday socks wear out, some boxer models come apart. No good will from customer service for extended warranties with boxers that have a known defect. We are not going back

Bought three pairs over the last two years , initially great but holes and tears appear way too fast so they dont last ..... Tried to contact to send back last pair as had enough of paying top price for a sock that lasts only a couple of months .... lets see if they respond..... I doubt it after reading the other reviews ..

poor customer service, no communication, no reply to messages, longer than declared waiting time, no tracking of the shipment, user experience is a nightmare!

On the surface Smartwool products are of good quality and warm, if expensive. However, their customer service is truly awful. Ordering from the UK website was a frustrating experience, my cards were charged instantly, order status was non-existent, any and all enquiries to this effect were routinely ignored. Our two orders turned up out of the blue 7 and 10 days later, on the face of it not too slow but the lack of communication soured the experience considerably. It's very strange as this aspect should be easy, and much as I like Smartwool products sadly it will be Icebreaker next time for me.

My wife ordered some items from smartwool.co.uk. When the package arrived one of the pairs of socks had not been properly stitched together and had a hole in them. My wife emailed the company and got nothing but automated responses. Eventually someone called Arianna said she would pass it to the appropriate department but over the next month nothing happened. Smartwool clearly has no intention of dealing with the complaint. This company is being dishonest in having a co.uk web address when the company is actually based in Italy and you have to end up dealing with a company on the continent with all that entails in legal considerations and sky high postage if a return is actually arranged. Their returns process is a farce...the cost of the return for faulty goods is borne, they say, by the buyer which is outrageous when the company is at fault. Their website proudly states, "100% satisfaction guaranteed". That's a joke.
AVOID SMARTWOOL.CO.UK!