Italist
About the Business
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.
Business Highlights
General
Shipping
Returns
Sustainability
Product
Customer Service
Payment Options
Membership Programs
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Reviews Summary
Italist has a rating of 3.4 stars from 278 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 8th among Designer Clothes sites.
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.
I continue to find the best prices and most current selections at Italist! Highly recommend! Fast shipping!
Thank you for taking the time to leave a review! We hope to see you again soon.
-Matthew
I'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?
Thank you for taking the time to share your experience, and we're sorry to hear your experience was not as expected.
We can see that the belt was included with the shipment when it left our partner boutique, and there is evidence that the package experienced some sort of damage during transit which is why the item arrived in a DHL box, and not our branded italist box.
Our team did offer a resolution for a full refund two days after your first email, but you have declined to take that offer, and insisted on receiving the belt.
Our team tried to work with you, and our partner to source the belt, but these cases take time, and is why our resolution for a full refund is truly the best option to resolve.
The offer to return for a full refund was offered multiple times, and you were insistent on keeping the item.
We're sorry that our resolution was not satisfactory to you and we apologize again for your experience.
-Allison
By 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
Thank you for you review.
We apologize, there was a National Italian Holiday in Italy last week that caused slight delays.
Your order was placed on the 14th and the Italian holiday was on the 15th. This is why your order was not processed until the following Monday.
However, once it was processed it was delivered in two days.
As mentioned in the Duties section of our policy, Qatar is currently a country where duties are due upon delivery and not added at checkout.
Duties are never absorbed by the retailer, they are normally added at checkout to the total price depending on the country that you are shopping from.
We are continuously improving our services and we hope to make this a more streamlined service for you in the future.
A member of our team will reach out to you shortly to further assist.
-Matthew
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.
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
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.
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
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
I 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!
Thank you for your review!
So glad that we had something you haven't had yet, and got it at a great price!
Hope to see you soon.
-Allison
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!
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
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*2nd update
Our team has emailed you with the return documents and has also replied to your BBB complaint, where we also provided the same email that we sent.
*update
Based on the order number you provided, we see that you were able to create a return but perhaps were not able to schedule a DHL pickup due to the date you selected. I'll have someone reach out to you to help with that.
Thank you for taking the time to share your review, and we're sorry to hear that your order did not work out.
Please note that we are a marketplace for our partner boutiques in Italy. Most of these boutiques are still family-owned and operated. The items listed on our website are also for sale in their boutiques. By the time an order is shipped and returned, the item will be out of the partner's boutique for close to a month, and this can make it difficult for them to still sell it at the current price.
This is why our return policy is 14 days, and is not extended for the holidays.
-Matthew