• 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




  • What payment methods are accepted?

You can choose between the following payment methods:


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


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.





  • 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.





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

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 3 or 4 working 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. Don't worry! Custom duties & taxes covered by Smartwool.

For shipments to UK the cost start from £ 8,00. From time to time we might offer free shipping option according to cart value.


  • 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

We kindly ask you to share with us the following details: order number, photos of the products received, photos of the internal documents and of the paper parcel itself. 


  • 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.





  • I wish to return one or more products from my order, how can I do so?

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. If you have completed the order from your account, you can request the return directly from your reserved area section 'orders'. If you do not have an account, you can view your order and open a return request at the following link. Once your package has been received and the quality checks have been completed, our Customer Care will send you an e-mail confirmation.


  • Is the return free?

If you have requested a refund, 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 on your refund. If you have requested a size change, the return is free.


  • I received a faulty or wrong product, can I return it?

To submit your request for return due to a fault, promptly contact our Customer Service by e-mail at support@smartwoolcustomercare.zendesk.com or at +39 0419690649, indicating what has happened. You will be asked for the order number and some photos of the product, where the faulty item is clearly visible. In case of a faulty item, you will also be asked for photos of the labels/barcodes. 


  • 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.


  • When will I receive my refund? 

The refund will be issued on the same payment method used to make the purchase within 14 days after your return to our warehouse. Our Customer Care will notify you of the return and the successful quality control as soon as it is completed.


  • Is it possible to request a return for a size change?

Yes, it is possible to request a return for a size change


  • How does the size change work?

When your return is delivered to our warehouse, you will receive an e-mail confirming the receipt of the package and, as soon as it is available, an e-mail of shipping confirmation with tracking number for your new change-size order.


For all other information regarding return arrangements, you can consult the appropriate Returns and Refunds section.




  • 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.