Couldn't ship back a return because it was 1 day over their time-frame of 14 days. It's a much tighter window than almost everywhere else, especially so over the holidays when there's a lot going on and places have unexpected hours. Date of experience: January 1, 2025I'm writing this to share my recent frustrating experience with Italist. On September 7,2024, my wife purchased a Max Mara Ludmilla Coat, valued at over $5,000 CAD. When the coat arrived, it was crammed into a DHL box that was far too small, resulting in the coat being crumpled. To make matters worse, the belt—worth $175 CAD—was missing from the package. I immediately contacted Italist to resolve this issue, but despite multiple attempts and explanations, they initially refused to help. They provided a video showing the coat and packing slip but failed to show the actual packing process or box used. After weeks of back-and-forth, Italist finally admitted that the package had likely been tampered with en route. However, instead of sending the missing belt, they told me they wouldn't do anything unless I returned the entire coat for a refund. My wife loves this coat, and finding another is virtually impossible. All I've asked for is the missing belt—yet Italist continues to refuse. The ongoing delays and lack of resolution have led me to lose trust in their ability to handle the situation fairly. Returning the coat now feels risky, as I fear they will complicate or even withhold the refund. It's absurd that after spending this much on a high-end product, we are being denied a simple solution for a missing belt. If Italist cannot fulfill their responsibility, I will have no choice but to take this further through consumer protection channels. This experience has been extremely disappointing, and I want others to be aware of the risks when dealing with Italist. In response to your message, which part did you not understand that the product cannot be purchased at this time at that price, which I have indicated numerously for the reason that I would not return? Do you even read what I wrote above? Tip for consumers:These representatives have no idea how to deal with people. they are only interested in selling the product, not understanding the fulfillment of sales of the product. they simply asking me to return. I have trouble understanding that as it is not easy to buy high end products in good price. Products used:Coat Date of experience: October 8, 2024By far the worst experience ever they deliver after 3-4 days of receiving order not like other sites next day delivery and on top of that they don't pay for local customs and taxes like other lux sites like Mytheresa or Farfetch I ended up paying almost 5% more as customs and when I complained they told me it's their policy. App deleted their loss Tip for consumers:Don’t buy from there you ll end up paying local customs while they should have absorbed that Products used:Top Service Value Shipping Returns Quality Date of experience: August 21, 2024I 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. Date of experience: January 17, 2024Bought 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 Service Value Shipping Quality Date of experience: March 1, 2024If 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. Date of experience: October 1, 2023It 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.. Service Value Shipping Returns Quality Date of experience: October 7, 2023I am a huge Fendi fan! I own watches and bags from Fendi. Italist had a Fendi blazer (never had one before) on their website for 40% percent off! I couldn't believe it! I purchased the jacket without hesitation! It arrived fast -- one week later all the way from Italy. It arrived amazingly packaged and professional. Italist made me a very happy customer! I told my friends about my great jacket and the incredible company italist! I will be a customer for life! Thank you so much! Tip for consumers:An amazing company. 100% authentic guarantee of merchandise is important to me. Products used:Jacket (blazer). Service Value Shipping Quality Date of experience: April 26, 2024When 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. Service Value Shipping Returns Quality Date of experience: November 24, 2023I 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 Service Value Shipping Returns Quality Date of experience: December 11, 2023If 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! Date of experience: January 9, 2024Recently 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 Service Value Shipping Returns Quality Date of experience: November 11, 2023I ordered a black Marni dress for 423.00. I was delivered a black mens t shirt valued at 100.00. After multiple unfruitful conversations over e-mail ( no phone contact is available) I was instructed taht I must return the men's tshirt in order to receive a refund. As I am not an Italist member and checked out as a guest I have no way to do this and the cost would be prohibitive. I would strongly recommend not using this site. Date of experience: September 7, 2023I ordered a Kenzo shirt that was oversized by at about 2 sizes. Italist sought to charge 81 euros (approximately half the value of the item before shipping costs) for the DHL return from Australia. There are no fees for returns or duties listed on their website which I consider deceptive conduct and an absolute rip off. Tip for consumers:Be absolutely certain you wont be returning the item. Products used:I have used this site on two occasions to order a men's shirt and a pair of women's shoes. Service Value Shipping Returns Quality Date of experience: July 31, 2021The first time I used this site was in 2018 when I got my first pair of the Alexander McQueen Oversized Sneakers. Ever since then I've been shopping here often. Not only does italist offer the best of the best prices, they also ship the fastest too. Considering the fact that they're based in Italy, it's so impressive. They stock almost every brand with unbeatable prices. What's not to love about italist Date of experience: May 17, 2020I really didn't expect such a fast service. I asked them that I need my order faster because need it for the party in three days. I just send them email and get answer immediately, the parcel arrived super quickly, ( never get order as quick as this time from other stores)and even the discount price is cheaper than in all online stores. Bravo! Tip for consumers:They are super fast, very good help center , many promotions ! Products used:Tops Service Value Shipping Returns Quality Date of experience: November 4, 2021I purchased an item from Italist for $389. When I try to submit return they offer $289 refund, exorbitant fees they claim are for customs. No customer service to deal with, only robotic automated answers despite multiple requests to speak with a human. Terrible experience. Service Value Returns Date of experience: November 23, 2022I 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 Date of experience: April 19, 2023Not the first time I've used Italist. Really great discounts on items. Not seen this jacket in the uk. Delivery was really quick and easy, another reason I use them( Stay in the North of Scotland and was quicker delivered than some British suppliers) Honestly I don't work for them just a very happy customer. Tip for consumers:Pretty easy site to use tbh Products used:I bought a jacket that I’ve not seen sold in the uk . Date of experience: June 8, 2020Shipping was so incredibly fast, less than 48 hours from clicking to DHL at my doorstep. Seriously, there were times when it took me longer to get myself home from Europe! Great prices, and added bonus of buying from small business. Thank you! Date of experience: April 26, 2020If you're looking for purchasing a brand item, definitely check italist.com, great collection with great price that no other retailer can match. I purchased a pair of sandals for more than 25% less what Nordstrom, Farfetch, and Neiman Marcus offered. The only downside is the return policy, which is not easy like other similar retailers. Products used:Salvatore Ferragamo sandals Service Value Shipping Returns Quality Date of experience: June 18, 2021The dress I ordered came quickly, ironed, in good condition. Only consideration is that there was automatic customs/import tax added on; it would be helpful to provide a breakdown as to how it is calculated, and even to provide the option to opt out or pay the courier direct. Date of experience: December 20, 2020All products are shipped out quickly and are all authentic. Prices are good, doesn't accept AMEX or discover which can sometimes be annoying. Returns cost money which also is a downside for a luxury retailer but for the price it is well worth it. Constantly an influx of new products which is nice also! Service Value Shipping Returns Quality Date of experience: January 12, 2021I just purchased a MaxMara studio coat two days ago. On their size guide IT38 -Us2, I pay over $1000 to order the size 38. When I got it today, the tag show was US 4. It's too big for me. If I want to return it, I will pay about $200 dollars. And today the price dropped to under 800 dollars and that means there is no duty charge. It was a very bad shopping experience. Tip for consumers:purchase under $800 for duties free and the store size guide is not correct. Products used:cloth Date of experience: November 23, 2022They 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 Service Value Shipping Returns Quality Date of experience: May 18, 2022