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italist has a rating of 3.57 stars from 275 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with italist most frequently mention customer service, shopping experience, and best prices. italist ranks 6th among Designer Clothes sites.
This company responds to reviews on average within 9 hours
No positive highlights yet
I would like to say I'm pleased with the shoes I ordered.and will order again. Quality is very good.Thank you again.
I paid a total of $700 for Golden Goose that were delivered to me in very bad condition and deformed. It looks like someone threw the shoes in the box. Therefore the shoes have a bad shape that I can't fix. Unbelievable that the shipping service from a luxury store is the worst I have ever experienced. I contacted support before leaving the comment and the response was a copy and paste message thanking me for my comment. I do not recommend Italist, better to buy from Farfetch who always deliver the products in very good condition.
I paid a total of $700 for Golden Goose that were delivered to me in very bad condition and deformed. It looks like someone threw the shoes in the box. Therefore the shoes have a bad shape that I can't fix. Unbelievable that the shipping service from a luxury store is the worst I have ever experienced. I contacted support before leaving the comment and the response was a copy and paste message thanking me for my comment. I do not recommend Italist, better to buy from Farfetch who always deliver the products in very good condition.
Bought a fancy coat at a 1/3 of the original coat. I was very wary it wouldn't be the real thing. It was and I love it! Came in perfect condition and arrived very fast.
Thank you for taking the time to write your review!
We're so glad to hear you had great first time experience with us and we hope you shop with us again soon.
-Allison
If you are ordering anything that might require a return, like a piece of clothing, absolutely avoid. I ordered a jacket after much research about the sizing, and it arrived, incredibly small and unusable for me. This company had an extremely strange return policy where you have to pay fees, including duties, to return the item to Italy. All in all I'm out over $700 dollars.
Edit: Company contacted me and offered a credit so I am adding two stars, but per their policies they are not in any way required to, so I would still advise caution. The prices are good and so are the products but know that if you make a purchase you think you might need to return, you will lose a portion of your money.
Thank you for your review, Mickey.
International returns are quite expensive. In order for us to keep our prices competitive, we pass those costs to our customers. The majority of retailers take the average return costs and build it into their pricing, which we think is unfair since not everyone will return an item.
Returns are becoming quite a problem among ecommerce retailers, and have proven to have a negative impact on the environment. You will see, many retailers are now trying to limit
Returns by ensuring the right items are ordered to prevent returns, and by implementing return fees.
Our return policy has always been in place since we started.
Thank you again for your time.
-Matthew
Total experience with italis.com was superb! From ease of mavigating site to expedite delivery, italia is a total success
Products used:
Shoes
Thank you for taking the time to write a review.
We're always glad to hear when our customers are able to get their orders quickly.
Bought Gucci shoes at over 30% discount to US retail. Free and expedited shipping in 4 days from Italy. While great price, shoes may have been display/returns as some packaging and Gucci documentation was missing and soles had minor scuffs.
Products used:
Shoes
Thank you for your review!
We're glad to hear you found the shoes at a great price and got them quickly.
We hope you were able to contact our customer care if you had any issues.
-Allison
I really really like Italist. They have all the luxury brands that you know and love, but at a (sometimes steep) discount. Louboutins? Yup. YSL? Versace? Burberry? Yup, yup, and yup. I had one relatively small issue with an order and they responded and had it corrected within just a couple of days, including over the weekend time. Super happy with the support I received from them. I will be coming back here regularly for all my fashion forward shopping.
Tip for consumers:
Products ship from Europe (usually Italy) but still get to you quickly.
Products used:
Emporio Armani Jeans
Thank you for the raving review, Taylor!
We are so happy to hear that you had such a great experience with us, and we hope to see you again soon.
-Allison
If there were negative ratings, they'd definitely deserve one.
Back in December 2023, we ordered an expensive RRD designer coat on Italist. Everything was fine until it turned out that it was too small, and it had to be returned. Prior to sending it back, we contacted customer service, explained the situation and made sure it will go smoothly. They even made us pay for the return, and we were obliged to use DHL Express. Nonetheless, we went ahead, and ordered a different size of the same jacket. After three weeks of waiting, they came back to us and said that they won't refund the purchase price due to the removal of the Italist tag (which we did not do). Without any additional communication (cause you can't actually call them, there's only an incompetent chat service where their standard response is "we'll have to confirm that with xyz") they just sent us the jacket back. To their detriment, they were so careless that they put a (random) removed Italist tag in the parcel as "proof" but forget to actually remove the original one, which was in the pocket of the jacket… After all that, we've tried to get in contact with them countless times, we've even sent an actual letter per post, but there only response ONCE was: we've already told you everything. We've not been contacted ever since…
It's an absolute disgrace. Don't ever buy from these people if you don't want to be ripped off.
Thank you for your review, Dominik.
We're sorry to hear that you did not have a good experience with us.
Unfortunately, our Partner Boutique did not receive the jacket back in new condition. The italist tag was cut, and there was dirt on the jacket. From the pictures we have it seemed to be heavily dirty at the top of the hood area.
Per the photos you shared here, the italist tag is clearly not attached. The only tags attached are the brand tags.
As clearly stated in our return policy:
You will be responsible for the shipping costs, customs duties estimated at the time the refund is paid, processing fees determined by Italist, and/or courier charges.
All returns must meet the following requirements for processing:
You are required to use italist’s courier, which is DHL in most parts of the world, to return your item. Additionally, your return must be associated with the specific waybill and proforma invoice provided by DHL (please see instructions about the return process here), otherwise it will not be accepted.
Products must be returned with their original tag(s) and label(s) still attached. If any tag(s) or label(s) are removed from the item, then the return will not be accepted.
Items must be returned unworn, unwashed, unironed, unused, and undamaged.
The jacket has been returned to you. We're sorry this was not a successful experience.
-Allison
I paid £750 for a Herno coat, within 30 days the zip was broken, the feathers were falling out and the Botton holes were breaking / worn out. They refused to refund me as it was more than 14, I am now left stuck as Henro says speak to the shop and the shop says speak to Henro - Disgracce. Italist offered to refund the broken zip but this doesn't help the worn button holes, the feathers leaking out its terrible.
Thank you for taking the time to write your review.
As our return policy states, for an item to be returned it has to be unused with all the original tags attached within 14 days of receipt.
If there is a product issue after wear, we do recommend contacting the brand for specific issues.
-Allison
They charge you about 30% of your purchase to return and claim it's duties etc but I've never dealt with that massive of a return charge from other European sites.
Tip for consumers:
Don’t buy because you can’t return
Hi B H,
Thank you for taking the time to write a review.
Just to clarify when you buy at italist you’re importing luxury goods directly from Italy, so your returns are processed through Italian customs (please refer to our Return Policy for more information). This is what makes our prices so competitive, but this is also the reason why we cannot offer free returns and why you will be responsible for the cost of shipping, customs duties, and/or courier charges.
However, we would love to turn your experience around and would love to help. Could you provide us with your order number, and our customer care team will reach out to you.
Best regards,
Jennifer
Even though it has some something to improve, generally it is a good experience with reasonable price!
Tip for consumers:
before you purchase on this website, you must ensure you will not return this item for any reason
Products used:
shoes
Hi Alexander!
My name is Claudia, and first of all, I would like to thank you for providing your feedback! We are glad to hear you have been satisfied with our service. We import original luxury products directly from Italy's best boutiques where prices are lower (up to 30% less; the higher the price, the higher the saving). You are right: we don't offer free returns, but you can still save a lot if you place multiple orders and you return just a few of them! Best regards,
Claudia F.
I purchased a pair of JACQUEMUS sunglasses and received them to my address in Canada in less than a week! They were securely packed and I didn't have to pay customs on them. Will order from Italist again.
Products used:
Sunglasses
Thank you for your review!
Enjoy your new sunglasses
If you have a problem or need to return your purchase you will probably pay over $100.00.
They tell you a return is $40.00 and then hit you with customs and other fees that you have no control over! What was the $40.00 for if not for the return! There is no customer service and a return can take months. You have to wait for them to approve it and then send it back to there partners! DO NOT BUY FROM THIS COMPANY!
Thank you for taking the time to write your review.
To clarify, for a return, Italy does not have a separate category for returns and categorizes all items entering
The country as an import. This is why your returns are charged a courier/duty fee. A courier fee is also known
As an administration fee, typically $30 + duties, if applicable. Return shipping is $40, which is a subsidized amount,
As international express shipping can cost close to $150 or more.
Returns take an average of two weeks. We do not approve the returns, our partners do. All returns are sent to one location in Milan where we then forwarded it to the partner boutique
In which your order came from.
We definitely apologize if your return took much longer than that, and we would love to assist you further if you could respond to our request for more information so we can identify your order.
Also good to note, international returns are quite expensive. In order for us to keep our prices competitive, we pass those costs to our customers. The majority of retailers take the average return costs and build it into their pricing, which we think is unfair since not everyone will return an item.
Returns are becoming quite a problem among ecommerce retailers, and have proven to have a negative impact on the environment. You will see, many retailers are now trying to limit returns by ensuring the right items are ordered to prevent returns, and by implementing return fees.
Our return policy has always been in place since we started.
I purchased a Valentino bag for a Christmas present. I underwhelmed by the bag and thought it looked better in the pictures. When I went to return the bag they denied the request. It was the 14th day of the the 14 day return policy (I also thought that they could have extended the return time for the holidays). It took my 3 weeks, a threat to contact a lawyer (the bag was not cheap) and countless emails but I finally got the OK to return the bag HOWEVER there was a $80 charge for customs! Terrible Terrible customer
Service. I felt like I was getting scammed.
* italist attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Thank you for taking the time to share your experience.
As stated in our return/refund policy, we pass the cost of returns to our customers, and we always operate our business in accordance with all international and local laws.
For the return, Italy does not have a separate category for returns and categorizes all items entering the country as an import. This is why your returns are charged a courier/duty fee. A courier fee is also known as an administration fee, typically $30 + duties, if applicable.
We offer free express shipping, but we always charge a return shipping, which for the US is $40. An amount which is a subsidized,as international express shipping can cost close to $150 or more.
International returns are quite expensive. In order for us to keep our prices competitive, we pass those costs to our customers. The majority of retailers take the average return costs and build it into their pricing, which we think is unfair since not everyone will return an item.
Returns are becoming quite a problem among ecommerce retailers, and have proven to have a negative impact on the environment. You will see, many retailers are now trying to limit returns by ensuring the right items are ordered to prevent returns, and by implementing return fees.
A member of my team will reach out shortly to assist you further.
-Matthew
When you return an item bought through Italist, they do not refund your import duties and the charge you to "export" the item back to Italy. Returned items are not taxed and it is relatively straightforward for a retailer to get import duties refunded for a return item. Since international retail returns are pretty straightforward, my guess is they are just pocketing this money like a 40% restocking fee.
Thank you for your review.
Customs Duties are not as straightforward as you may think and they vary greatly from country to country, and we certainly do
Not profit of the return fees. We pass all the costs associated with a return straight to the customer.
Italy does not have a separate category for returns and categorizes all items entering
The country as an import. This is why your returns are charged a courier/duty fee. A courier fee is also known
As an administration fee.
International returns are quite expensive. In order for us to keep our prices competitive, we pass those costs to our customers. The majority of retailers take the average return costs and build it into their pricing, which we think is unfair since not everyone will return an item.
Returns are becoming quite a problem among ecommerce retailers, and have proven to have a negative impact on the environment. You will see, many retailers are now trying to limit returns by ensuring the right items are ordered to prevent returns, and by implementing return fees.
Our return policy has always been in place since we started.
We will have someone contact you shortly to assist.
-Allison
I ordered a dress to the USA. It was around $750 then I suddenly had to pay extra $140 import duty! I couldn't refuse because they would charge me when the dress gets back to italist and when I paid and picked up I was still charged $140 for buying and returning!
Tip for consumers:
Don’t buy over $750 if you aren’t sure you gonna keep the piece.
Products used:
Dress
Thank you for taking the time to write your review.
After looking at your order and the email correspondence you have with our Customer Care Team, I can say that your review is not entirely accurate.
It appears that The US Border Customs and Patrol mistakenly applied taxes to your shipment based on the grand total of the invoice, not just the Item's value,
Which is incorrect. The majority of items that enter the United States whose value is under $800 are not subject to Taxes and Duties.
You should be able to request a refund for that amount and we are happy to help with this if needed.
For the return, yes, we do pass the cost of returns to our customers. Return fees vary on the item and where the item is being returned from.
International returns are quite expensive. In order for us to keep our prices competitive, we pass those costs to our customers. The majority of retailers take the average return costs and build it into their pricing, which we think is unfair since not everyone will return an item.
Returns are becoming quite a problem among ecommerce retailers, and have proven to have a negative impact on the environment. You will see, many retailers are now trying to limit returns by ensuring the right items are ordered to prevent returns, and by implementing return fees.
Our return policy has always been in place since we started.
I'll have someone reach out to you shortly to assist you further.
-Matthew
I used this website to buy a 'last pair' of $$$ boots. When I submitted my payment, the screen froze on the website and asked me to populate the payment fields again. I waited a few minutes because it didn't make sense. No receipt of purchase order came up, no email of order, nothing. So I repaid, thinking the first attempt didn't work.
Only to find about an hour later X 2 receipts for the same pair of boots!
I never authorised two sales of the same pair of boots! And more to the point- how were there two pairs that I bought when they were advertised as 'one pair left'?!
Because there was a back end glitch on Iitalist's end they took a major amount of money from my CC which then put me into overdraft and I had to pay my bank interest on THEIR MISTAKE.
When I emailed the 'customer service' team they told me I had to pay for all the shipping and taxes in order to return the boots and never addressed my questions about paying interest o n my CC. They then stopped answering my emails and a basic request to call me to sort it out.
The way this company dealt with a problem caused by themselves was utterly unprofessional, damaging and criminal. Even after receiving both pair's of bo oits, they were still advertising another pair in exactly the same size as 'last pair's!
In all my experience of online shopping, I have never experienced such blatant disrespect, arrogance and lies from any company.
There is a reason they do not have a phone line, they just choose not to answer your emails until you press criminal charges!
Think 100 times before you use this site, they are dishonest and will ignore you if anything goes wrong.
Use at your own peril- you have been warned!
Dear Marie,
We are sorry for your experience, and we understand your frustration.
We are here to help you.
Sorry for the miscommunication, but let me reiterate that your return for your second pair of boots will be 100% free for you, plus we will grant a gift for you for the inconvenience.
Our customer care told you already, but probably it wasn't clear enough.
Please follow the instructions received from Lorenzo.
Please also note that you ordered twice from 2 different boutiques. We do not unify the stock; that's why you saw the last pair on the first purchase: it was the last pair of that product for that specific store.
We are also investigating with our tech team what happened with your payments and why you ordered twice.
Thank you for bringing this to our attention,
Best regards
Claudia F.
It does not make any sense to charge the customer the full custom duties and tax as well the returning shipping charges!
You are online store, wo the probability of returning items is too high for sure, therefore, you should offer free return service or at least a fixes fees similar to other online retailers!
I am loosing around 50-60% of the amount I paid for purchase!
Not recommend at all..
Thank you, for your review Mohammed.
International returns are quite expensive. In order for us to keep our prices competitive, we pass those costs to our customers. The majority of retailers take the average return costs and build it into their pricing, which we think is unfair since not everyone will return an item.
Note that as mentioned in our policy, any duties paid are not refundable through italist. Italy, categorizes returns as an import and therefor shipments may be taxed for duties on the return.
A member of our team will reach out to assist you further.
-Matthew
So I was skeptical of ordering from this website because I seen mixed reviews but I decided to test my luck lol. My order came within 3 days and the inside of the boots was not lining up properly for me. I emailed them ASAP and they responded to me within 4 hours letting me know I can return my order and will be FULLY refunded. I'm leaving this review to say that once you see something wrong with your order they will handle it ASAP. I was refunded within 3 days. I will definitely be shopping again!
Thank you for your review, Arielle
Made my first purchase on a Dior bag a couple weeks ago. When I received it, I can see there were scratches on the buckle as well as the leather. The most noticeable part is that the metal color on the buckle are inconsistent, it was made poorly. I can send the photos if required. I know returning it will cost me money, so not sure if there is anything else you can do. It just doesn't look like a new bag to me, more like a defect, returned, or sample bag.
*update 7/10/23
Thank you again for taking the time to write your review.
We see that our Customer Care Team was able to assist you, and that you decided to place a new order with us.
We see you are a fan of the brand, and we hope you enjoy the new item when you get it.
Let our Customer Care Team know if you need any assistance.
-Claudia
Dear Jeff,
Thank you for taking the time to provide feedback. I appreciate your effort in reaching out to our support team. In order to process a full refund and arrange a free return for the inconvenience caused, we kindly request you to provide the requested photos to the customer care (not here) with THE ITALIST TAG CLEARLY VISIBLE ATTACHED. As a gesture of goodwill, we would also like to offer you a complimentary gift.
Please understand that we do not offer discounts as compensation for defective items. This policy is in place to prevent any potential abuse from the sourcing and selling aspects of our marketplace.
Thank you once again for bringing this matter to our attention.
Best regards,
Claudia
Recently bought a men's coat, the should part is odd, and the fit is odd, so I need to exchange to a smaller size, but can not. So I need to return then. Somehow, they want me to pay custom during the return on top of the shipping back charge. So I basically pay over 20% to return.
This policy is horrible and doesn't make sense. If I can give zero star, I would give a zero. Bad customer service as well. So when you buy a product, if you don't return, you don't pay custom, but if you return, you pay custom? This is backwards of other sites. Beware the trap here, and I will never buy from this site again.
Tip for consumers:
The business is bad, when you purchase a item from Europe, it shipped to you with no mentioning of duty, but you pay local tax. And when you return, italist.com claim you are importing an item, so you need to pay duty, custom tax at return on top of shipping fee. This return policy is terrible, Over 20% of return fee doesn't make sense. Be aware of this trap, and not recommend this business to anyone.
Products used:
returning a winter coat
* italist attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Each shopping experience I've have with Italist has been nothing short of amazing. Italist is truly a best practice for customer service. I have years of experience in the fashion industry so I am making this assessment based on a professional and personal perspective. The website is easy to shop and the shipping is impeccable! I will continue to shop here for years to come.
Happy Holidays!
Tip for consumers:
Great prices tend to go fast. Act fast!
Products used:
Women’s apparel and accessories
Thank you for the great review, VM!
We hope to see you again soon.
-Claudia F.
These guys are terrible and with awful service. They mention fees but not the amount. When I went to return something, it was going to cost $150 to do so. That is after charging a ton on the front end. It is a horrible company to deal with and not worth the minimal savings (post fees) that they provide. Avoid at all costs.
Tip for consumers:
This is highway robbery.
Products used:
None
Thank you for taking the time to write your review, Robin.
We are sorry to hear that your item did not work out and that you needed to return it.
International returns are quite expensive, and we do pass these costs to our customers to help keep the costs of the items lower on the website.
After looking into your return, we see that the cost of the return is only $60 not, $150. We also looked at your order and saw
That it contained two items which amounted to over $800 USD. U.S Customs and Border Patrol implements duties on items/orders
That total over $800 USD, which is why your order had duties applied at checkout.
All of this is stated in our policy, and we are sorry that you did not have a good experience with us.
Best regards,
Allison
I tried the item on in the store before purchasing online so knew exactly what size was needed. The item I received with that same size was much smaller than expected for some reason. The return shipping is $80 which is 70% of the entire purchase. Customer service had it resolved for me - will shop again
Thank you for your review, Rob.
We are sorry to hear the item didn't work out, but we are happy to know that our Customer Care Team was able to assist you further.
-Matthew
Make sure you order the right merchandise because the return policy here is crazy. When you place an online order, you are not sure what you're getting it looks nice, but when you see it in person it's not what you expected. The wrong size, or could be defective. I had to pay $217 for returns for an item that didn't fit, and not as i thought it would be. When I reach out to them they're telling me that duty and customs fees. Granted you pay for returns but at what cost? Beware!
Thank you for taking the time to write your review, Joyce.
Yes, we do pass the return costs to our customers as stated in our terms and conditions.
International returns can be quite expensive. Luckily our return shipping is subsidized thanks
To our agreements with our courier, but duties and courier fees are something that can't be
Avoided.
The order number you provided doesn't match our records. I will reach out to you via PM
To get more information so that our Customer Care Team can assist you further.
-Matthew
Gain trust and grow your business with customer reviews.
Italist is the first platform to offer direct-to-consumer imports of luxury goods exclusively from Italy. Through italist, customers can purchase brand-new, genuine, in-season fashion and accessories from our partner boutiques in Italy. The same high-quality products you’d find on other sites are available at a lower retail price through our partner boutiques—up to 40% less—so italist always provides the best value.
Remember, you’re importing luxury goods directly from Italy, so your returns are processed through Italian customs. This process requires additional shipping costs and customs duties, which is why we don’t offer free returns at this time. Please read our Returns Policy for more details.
We're sorry to hear that our customer service may not have helped you as best as they could have.
We would like to remind you that Golden Goose shoes are handmade; the personal design and overall vintage look will result in unique attributes and differences in each shoe. This is part of the brand’s style and unique production model.
Please respond to our request for your email and order number as we can not locate your order in our system with the information you provided.
-Matthew