I ordered items over six weeks ago. The parcel was sent to an inaccessible collection point, and therefore automatically returned to Smartwool.

Smartwool’s Italian customer care insists they can only issue a refund once the parcel is scanned back into their warehouse. However, their own courier (UPS) tracking explicitly states the parcel was "undeliverable and has been disposed of" (lost/destroyed).

Despite their own courier providing evidence that the parcel cannot physically return to them because it no longer exists, I have received the same scripted, "copy-paste" responses for over a month, namely that they are trying to find a solution (?) with their courier.

Under the Consumer Rights Act, the retailer is responsible for the goods until they reach the consumer. Smartwool is effectively refusing a refund for an item their own agent lost and destroyed.

Their customer service team also has an unhelpful and rude attitude.

If you are in the UK, be warned: their offshore logistics are a mess. They would rather leave a customer out of pocket for £50+ than take responsibility for a courier error that their own tracking system confirms. Save your money and buy from a retailer that actually understands consumer rights.