Their customer service is horrible and they are horrible with returns and refunds. They don't respond within 24 hours. I placed an order June 22nd, they still didn't ship the item. I then send an email, July 1st WHILE I'm on vacation hoping to have had received my order by then. I receive an email it shipped. Then, the next day they FINALLY decide to tell me the order is cancelled because the item is out of stock. I would've appreciated this prior to ordering it as they didn't make an update on their website. They also cancelled the order without my consent and didn't issue me a refund automatically, so now I have a negative balance of over $700 for an item I never received for them to tell me they can use it as store credit. I could've purchased the same shoes elsewhere with the money I spent on the item that they apparently no longer had available. Just disappointing as a first time buyer and I will never do business with them again, like ever. I had to keep emailing them on multiple occasions for days, also stating that their discount code didn't work and wanted to know if it could be applied to my order, no response. I had to to email their marketing team and PR team JUST for my order to be flagged for their attention. They advised me that their site was down at a point, but still never got back to me within the timeframe that they could've issued me a refund! Now if I needed the money back and requested it, I'll never receive it. I had to call my bank to file a claim! Do not buy from Italist! If I could give a rating, I would give zero stars.

I had made a purchase online via their website more than two months ago and quickly returned the item upon receipt. Despite my numerous emails and kind efforts, they still did not process the refund of the returned item.
I finally came to the conclusion that they will not give me back what I am legally owed by their company.

I've ordered from italist in the past and hadn't had any issues until last year when I ordered a Givenchy tote and baseball hat. My tote was sent with a dust bag that had multiple holes in it, different material and incorrect stitching/embroidery that differ from authentic Givenchy items I have. When I emailed them about it they assured me my items were authentic and that they had mistakenly sent a faulty dust bag. They gave me a $70 credit for the issue. Fine. Fast forward to last week, I submitted another order for Givenchy logo pool slides just to be able to use my $70 off. Today, I received another order completely obvious counterfeit item. I'm able to compare them to the pair I already have so it's clear the materials are different, the sizing is different, the box reeks of chemical as soon as you open it, there's stickers and stamps on the item that don't come on authentic givenchy items. Not to mention, this item comes with two dust bags and the italist order didn't even come with 1. I'm honestly just so disappointed. Now it makes me second guess keeping the other items I ordered as those are likely counterfeit after all. I feel like I've been scammed. Paying all this money for items marketed as authentic but they're not. I pray I can get my money back as no one has money to waste right now. This is so upsetting

I placed an order on 30APR and they didn't provide me with any tracking information until over two weeks after placing the order. Despite the fact that my shoes had obviously been shipped. DHL has been trying to deliver my item for the past 9 days and I still haven't gotten it! UPDATE: I had to take a day off of work to coordinate with DHL to receive my shoes! I just found out that Italist does not pay for the option of sending your items to one of DHL's pickup locations, so you either have to be there in person to sign, or change your preference to ' delivery with no signature.' For the price of these shoes, I was not taking that option!
Italist totally ruined my shopping experience. The shoes are beautiful, but I'm unsure if I'm keeping them because of the ridiculousness that I had to through to get them. ITALIST - You have to do much better!

I continue to find the best prices and most current selections at Italist! Highly recommend! Fast shipping!

I received an email today offering to sign up for a chance to win a free trip to Italy. Only to find out that you must pay first $120 membership fee. This is sleazy and probably against the law as there should be a free way to enter the giveaway.

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'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?

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

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!

I would like to say I'm pleased with the shoes I ordered.and will order again. Quality is very good.Thank you again.

Total experience with italis.com was superb! From ease of mavigating site to expedite delivery, italia is a total success

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.

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.

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.

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.

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 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!