Firstly, this is only my second TrustPilot review, but SmartWool has been so bad that I have resorted to this. I'm experiencing what appears to be a common issue with this company - I attempted to return a product, adhering exactly to their returns policy (they ship from Italy, despite being a .co.uk company), and as per their policy they are responsible for customs duties. I attempted to contact them through the returns portal, direct message, Facebook and phone call to no avail, and the package was subsequently returned to me. Smartwool eventually got back to me and informed me that it "Unfortunately you decided to ship on your own (meaning you did not use our UPS return label) so you are responsible for the return shipment, but we'd still be glad to help you if we can.", despite the website clearly stating "Additional customs fees are at our expense." It's shocking to me that a company can charge so much for a premium product, and provide a service that even Primark would be embarrassed about.