Customer Service

How to Shop

Products and Stores

italist.com, based in Los Angeles, CA, is the first online marketplace fully dedicated to bringing Italian luxury multi-brand retailers directly to you. That means that the fashion products that you see on our website are currently on display in the storefront of one of our partner luxury boutiques in a city in Italy

We want to re-create the one-of-a-kind experience of shopping in Italian luxury boutiques; offering exquisite Italian style and the opportunity to discover unique items that can't be found anywhere else online

We are building the largest selection of luxury clothes, shoes and accessories, while trying to offer our customers the best value possible. Italist.com is the place to come for pieces and prices that you won't find anywhere else online

How to Find Products

italist.com makes finding your dream fashion object or the perfect gift easy. You can navigate through the menu at the top of the page, where you can select direct links to women and men collections, and designers. You can also refine your search, using the filters on the left of the page, and you can sort by category and by brand. Of course, you can also search an object by using the search field in the upper right corner

Product Size

Different countries use different size indicators and we offer a standard size conversion table

How to Order

Once you find an article of your interest, select the desired color and size, then click on ‘Add to Cart'

You can continue shopping by adding more products or proceed safely with the payment through your credit card, clicking on ‘Shop Now'. Payment is quick, safe and with a single total amount payable, even if you have purchased products from several boutiques

Add your shipping and billing addresses, fill in your credit card details, then click on ‘Purchase'. You will receive a prompt e-mail in each step of your order fulfillment.

After the completion of your order, we will send you a confirmation email with the details of your order

Another email will be sent when the order is fulfilled with the related shipment tracking

Your package will be shipped directly to your shipping address, from one of our partner boutiques in Italy. However, we are ready to assist you through the process and answer any question you have

How to Pay

We accept the following international credit cards:

  • Visa
  • Visa Electron
  • MasterCard

Please note that most of the card issuers will likely block your card the first time you attempt to make a purchase, if not previously alerted, due to security block on foreign (Italy) purchases. Thus, please alert your bank prior to shop the first time

Click the cart symbol "Checkout" button to proceed with the payment. This will open a window where you will fill in the fields related to the credit card where you will:

  • Enter the number of the credit card
  • Enter the name imprinted on your credit card
  • Specify the month and year of expiration of the credit card
  • Enter the control code CVV2/CVC2, the last three digits printed on the back on the white part where you signed the credit card
  • Click on ‘Purchase ‘ button to proceed

Italist.com purchases are protected and guaranteed by Verified by Visa for Visa (VBV) and MasterCard Secure Code (MSC) for MasterCard cards. These protection systems are managed by the bank that issued the card in partnership with Visa and MasterCard

Please note that your card issuing bank may require the mandatory activation of either VBV or MSC protection systems VBV or MSC for online purchases. If you haven't activated yet either protection systems and the bank that issued you the card requires activation for online purchases. after clicking on ‘Purchase' button you will be directed to a page generated by the bank that issued your paper. You'll be prompted to create a password to associate your Visa or MasterCard, along with some identifying information. This password will, then, be required every time you use your card for online purchases. If you are having problems in activating the password, contact the bank that issued you the card

If you have already enabled these systems to protect your Visa card or MasterCard, after clicking ‘Purchase ‘, you'll be directed to a new page where you will be able to enter your password in the Verified by Visa or MasterCard Secure Code. For more information, please refer to the specific pages of Visa and MasterCard

Website Security

The italist.com Website has one of the most efficient current site security systems. Not only does it use SSL (Secure Socket Layer) encryption, it has also reinforced its encryption processes in order to provide one of the most effective protection possible for all sensitive payment information. Indeed, only our billing provider has access to confidential information and such information

cannot be accessed by any other third party

Redeeming a Promotional Code

From time to time we offer promotional codes. When placing your order, simply follow these steps to redeem your discount:

  • Click on the box 'Apply Coupon Code' on the shipping address page or on the billing address page
  • Type the code in the promotional code box and click ‘Apply'
  • Check that your discount has been applied to the total on the payment page and ten click 'Continue to payment'

Orders and Shipping

Order Tracking

Once your order is fulfilled, we will send you a confirmation email with the tracking shipment details. You can also track your orders by logging in the ‘My Account' section of the website

In case of problems in processing your order, you will receive an e-mail indicating the details of the issue and, if necessary, a request for further information

All products are shipped directly from our partner boutiques. If you purchased items from multiple boutiques, they will be shipped separately by each of them

Shipping

We ship all over the world, through DHL Express and through SDA/ExportBox for Russia, with exception of ‘black listed' countries. Deliveries are made Monday to Friday, between 9am and 5pm local time. Due to the unique characteristics and pricing of the products, italist.com uses only express delivery

Delivery takes place within 2-4 working days for most countries in Europe, and within 3-10 working days for the rest of the world

Please note that deliveries can take longer during our sale season or during Italian public holydays. We work closely with our shipping partner and partner boutiques to minimize the potential impact of custom delays on our international customers

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum

Shipping cost is calculated during the payment process and varies depending on the type and number of items and the final destination of shipment

Taxes and Custom duties

Customers from the European Union

For orders shipped to countries within the European Union, there are no custom duties. All prices are inclusive of VAT

Customers from all other countries

For countries outside of the European Union, VAT is not due. For those countries, custom duties are calculated before checkout and included in the shipping cost line of your shopping bag. You will have to pay custom duties upon delivery (DDU) only for the following countries: Angola, Armenia', Azerbaijan, Belarus, Cambodia, Cape Verde, Central African Republic, Chad, Comoros, Cook Islands, Falkland Islands (Malvinas), Faroe Islands, Gambia, Georgia, Greenland, Guinea, Guinea-Bissau, Kazakhstan, Kiribati, Kyrgyzstan, Lesotho, Liberia, Lithuania, Macedonia, Malawi, Mali, Marshall Islands, Mauritania, Mayotte, Moldova, Montenegro, Mozambique, Namibia, Nauru, Nigeria, Niue, Northern Mariana Islands, Russia, Samoa, Sao Tome and Principe, Seychelles, Solomon Islands, Somalia, South Korea, Suriname, Swaziland, Tajikistan, Tonga, Tunisia, Tuvalu, Uzbekistan, Vanuatu, Yemen, Zambia

If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all custom duties, customs and local sales taxes levied by the country you are shipping to; payment of these amounts is necessary to release your order from customs on arrival. We are unable to advise the amount this may be

Receiving Your Order

The products will be sent to the delivery address to your attention and/or of a specific third party that you have identified during the Order process; such specific indication authorizes italist.com to deliver the product to third party at that address

A signature is required for all the international packages delivered by DHL: be sure that the address is correct and that you or someone you trust will be at that address when receiving the package and signing for it. If nobody is in at the address given when the delivery is made, a notice of attempted delivery is usually put through the letterbox. It will then be up to you to contact the courier to agree upon a new delivery date; it is also possible to collect the package from the courier 's nearest depot within five

(5) days from the leaving of a final notice

Service Update

  • Brazil - Please note, orders over 2999 USD require formal customs clearance. We recommend that you hire a broker to ensure you comply as your purchase could be confiscated if you fail to do this
  • China - As clearance procedures vary between Chinese gateways, please contact your local DHL on the telephone numbers below to receive further information.
Call DHL from within China: 800 810 800 (from a landline) or 400 810 8000 (from a mobile).

  • Gaza - All orders to Gaza are temporarily suspended. To ensure that you still receive your package, please select an alternative shipping address
  • GCC Countries - A copy of the following documents must be provided to DHL when shipments arrive to the destinations below:
    • Saudi Arabia - your Saudi National ID or valid resident permit (Iqama) ºº Bahrain - your Civil Population Registration (CPR or ID Card)
    • Qatar - your Qatar Identification Number (QID)

    • Mexico - Please note, single orders over USD 1.000 or multiple orders in the same month we recommend that you hire a broker to ensure you comply as your purchase could be confiscated if you fail to do this
    • Russia - The Federal Customs Service of Russia calculates customs fees based on the total value of goods imported by each customer within a “one month” period.
We recommend that you keep track of the orders you place, as in a small number of areas in Russia, if you exceed the monthly import threshold amount, your purchase will be sent back to us. For more information, please contact Customer Care
    • South Korea - All South Korean postcodes must now be 5 digits.
To avoid any possible delays, make sure your postcode is entered correctly when placing your order
    • Turkey - For orders over 75 EUR, DHL will need you to provide one of the following pieces of information:
      • TR ID number (if you are a Turkish citizen)
      • VAT number (for deliveries to a company address) ºº Passport number (non-residents)
      • DHL will contact you for this once your order arrives in Turkey, and your details will be stored for future shipments
    • Restrictions on jewelry - We are currently unable to dispatch orders containing jewelry to Russia or China

Russian Shipping Terms

IF DELIVERED TO RUSSIA WITH DHL, THESE TERMS WILL APPLY: DHL EXPRESS NETWORK TERMS AND CONDITIONS OF CARRIAGE AND CUSTOMS OPERATIONS (“T&C”)

These T&C are applied to services provided by Express Carrier DHL Express in respect of delivery of Express Shipments for personal use

  1. Terms used herein:
    • Express Carrier: DHL Express is represented within the Russian Federation by two entities, DHL International ZAO and DHL Express OOO. DHL Express as well as third parties work together to deliver Express Shipments internationally and perform customs operations in respect of Express Shipments
    • Customs Broker means DHL Express OOO performing customs operations in the name and on behalf of the customs applicant and other interested parties in accordance with the customs laws of the Customs Union
    • Express Shipment means goods shipped in express mode by any means of transportation using electronic shipment organization and tracking system on www.dhl.ru website to deliver those goods to the Consignee pursuant to an individual waybill within the shortest possible and/or fixed period of time
    • Shipper means a legal entity, normally an online store, that handed Express Shipments over to the Express Carrier for delivery
    • Consignee means an individual consignee of Express Shipment specified in the DHL Express waybill
  2. T&C Subject Matter
    1. These T&C are a public offer and form a consensual type Delivery and Customs Operations Agreement in respect of Express Shipments by and between the Shipper/Consignee, the Express Carrier and the Customs Broker (“Agreement”)
    2. Consignee of Express Shipments accepts the provisions of this Agreement for themselves and for other directly or indirectly interested parties, including the Shipper, by pressing a button, ticking a box or putting any other sign in the box “I accept terms and conditions of the Public Offer,” as well as/or by any other means of actual confirmation of their consent when ordering goods at the Shipper's website
    3. Under the applicable legislation in Russian Federation Express Carrier and Customs Broker shall have the right to demand from Consignee documents and information necessary for international delivery of Express Shipments and customs operations in respect of Express Shipment, including those containing information comprising commercial, bank and other secrets protected by law, or other confidential information, and obtain such documents and information within the time limits ensuring observance of the requirements specified in the applicable legislation
    4. Express Carrier and Customs Broker hereby acknowledge and confirm that the obtained information comprising state, commercial, bank and other secrets protected by the law or other confidential information must not be disclosed or used by Express Carrier and Customs Broker and their employees for their own purposes, handed over to other persons, except for the cases envisaged in the applicable legislation in Russian Federation other cases when disclose of the information is required for international delivery of Express Shipments and customs operations in respect of Express Shipment

  3. DHL Express Network Terms and Conditions of Carriage.
    1. The Shipper and the Consignee acknowledge that normal DHL Express Delivery Terms and Conditions apply to carriage of goods via DHL Express network; the key provisions thereof that are essential for the Consignee are listed below:
      • Deliveries and Undeliverable
        • Shipments cannot be delivered to PO box address or postal codes only. Shipments are delivered to the Consignee's address given by Shipper (which in the case of mail services shall be deemed to be the first receiving postal service) but not necessarily to the named Consignee personally. Shipments to addresses with a central receiving area will be delivered to that area precisely. If the Shipment is deemed to be unacceptable, or it has been undervalued for customs purposes, or Consignee cannot be reasonably identified or located, or Consignee refuses delivery or to pay for delivery, DHL shall use reasonable efforts to return the Shipment to Shipper at Shipper's cost, failing which the Shipment is transferred to DHL and may be sold by DHL without incurring any liability whatsoever to Shipper or anyone else, with the proceeds of sale less service charges and related administrative costs to be returned to Shipper
      • Inspection
        • DHL has the right to open and inspect Shipments without notice.
      • DHL's Liability
        • DHL's liability is expressly limited to direct loss and damage only and cannot exceed per kilo/lb limits pursuant to
          Section 6. Any other types of loss or damage whatsoever are excluded (including but not limited to lost profits, interest, future business), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to DHL's attention before or after acceptance of the Shipment. If a Shipment combines carriage by air, road or other mode of transport, it shall be deemed to have been carried by air. DHL's liability in respect of any one Shipment transported, without prejudice to Sections 7 through 11, is limited to its actual cash value and shall not exceed:
          • an amount calculated based on $US 25.00/kilogram or $US 11.34/lb for Shipments transported by air or other non-road mode of transportation; or
          • an amount calculated based on $US 12.00/kilogram or $US 5.44 /lb for Shipments transported by road
          • Claims are limited to one claim per Shipment; settlement of such claim will be full and final settlement for all loss or damage in connection therewith. If Shipper regards these limits as insufficient they must make a special declaration of value and request insurance as described in Section 8 (Shipment Insurance) or make their own insurance arrangements, failing which Shipper assumes all risks of loss or damage
      • Time Limits for Claims
        • All claims must be submitted in writing to DHL within thirty (30) days from the date that DHL accepted the Shipment, failing which DHL shall have no liability whatsoever in respect of those claims
      • Delayed Shipments and Money-Back Guarantee
        • DHL will make every reasonable effort to deliver the Shipment according to DHL's regular delivery schedules, however, these schedules are not binding and do not form part of this Agreement. DHL is not liable for any damages or loss caused by delays
        • Certain services have a money-back guarantee which provides for a credit or refund for delay of all or part of the
          Shipment's transport charges in some cases. The Money-Back Guarantee Terms and Conditions are available on the DHL website (www.dhl.com) or from DHL Customer Service
      • Circumstances Beyond DHL's Control
        • DHL is not liable for any loss or damage arising out of circumstances beyond DHL's control. These include but are not limited to electrical or magnetic damage to, or erasure of, electronic or photographic images, data or recordings; any defect or characteristic related to the nature of the Shipment, even if made known to DHL; any act or omission by a person not employed or contracted by DHL, e.g. Shipper, Consignee, third party, customs authorities or other government officials; “Force Majeure”, e.g. earthquake, cyclone, storm, flood, fog, war, plane crash or embargo, riot or civil commotion, industrial action
      • International Conventions
        • If Shipments are transported by air and involve an ultimate destination or stop in a country other than the country of departure, the Montreal Convention, or the Warsaw Convention as applicable, governs. For international road transportation, the Convention for the International Carriage of Goods by Road (CMR) may apply. These conventions limit DHL's liability for shipment loss or damage
      • Routing
        • Shipper agrees to all routing and diversion, including the possibility that the Shipment may be carried via intermediate stopping places
      • Governing Law
        • Any dispute arising under or in any way connected with these Terms and Conditions shall be subject, for the benefit of DHL, to the non-exclusive jurisdiction of the courts of, and governed by the law of, the country of origin of the Shipment, and Shipper irrevocably submits to such jurisdiction, unless contrary to applicable law
    2. Full text of the tekct DHL Express Network Terms and Conditions of Carriage is available on www.dhl.ru website
  4. Customs Operations Terms & Conditions
    1. Customs Broker:
    2. may performs customs declaration of Express Shipments;

    3. shall inform the Consignee of the date of the goods arrival to the temporary storage facility (TSF) by fax or email;
    4. shall perform other actions stipulated in the customs laws of the Customs Union and the Russian Federation as necessary to perform the customs operations as a person authorized by the Consignee to act in respect of the declared Express Shipments
    5. The Consignee shall provide comprehensive and accurate details and documents to perform declaration of the Express Shipments as stipulated in the customs laws of the Customs Union and the Russian Federation and provide additional documents at the Customs Broker's request
      All the documents required to declare the goods should be provided within ten (10) calendar days from the moment the goods arrive to the TSF
    6. The Consignee would take of formalities related to the frequency of receiving shipments at his own risk and cost
    7. The Shipper and the Consignee guarantee that they have legal authority or other legal grounds for the Customs Broker to perform legally relevant actions on their behalf and shall be fully liable for providing comprehensive and accurate information in respect of the Express Shipments
  5. Liability of the Parties
    1. The Consignee shall be liable for penal sanctions imposed on the Customs Broker as a result of the latter's breach of customs regulations due to the Consignee's failure to provide comprehensive and/or accurate information and documents, including inconsistencies in transported goods to their accompanying documents in terms of their name, quantity, other characteristics
      affecting due declaration, as well as the Consignee being late in providing those documents and information; and in that case the Consignee shall reimburse the Customs Broker all the amounts of such sanctions against a separate invoice
    2. The Customs Broker shall not be liable for lost profits or other consequential and contingent damages of the Consignee even if such damages are foreseeable or have been made known to the Customs Broker or the Customs Broker could or should have known about them.
    3. The Parties shall be released from liability for full or partial non-performance of their respective obligations hereunder if it became a result of Force Majeure circumstances and those circumstances directly affected performance of this Agreement
  6. Service Fees and Payment for Customs Operations:
    • Service fees are determined based on the Customs Broker's rates as of the invoice date, including amounts of customs and other fees paid by the Customs Broker while providing services hereunder
    • The Consignee must pay for the Customs Broker's services.
    • The Customs Broker reserves the right to withhold any goods of the Consignee at the latter's expense until the Customer Broker's services provided to the Consignee hereunder are paid in full
  7. General Provisions
    1. Should the T&C and/or Agreement text change, the Parties agree to apply the T&C effective as of the date of consent specified in Clause 2.2

Returns and Refunds

Returns

Italist.com offers to all its customers the option to return purchased products with our simple and quick return service. The service is free of charge for all orders shipped to Italy. For orders from all other countries, you will have to bear the cost of shipping and any custom duties (if any)

Please note:

  • member shall use exclusively the italist.com courier exclusively with italist.com waybill otherwise the returned product shall not be accepted by italist.com
  • returns must be sent within 14 working days from the delivery date
  • we can only accept returns from the same country where the order was originally shipped
  • make sure your items are returned new, unused and with all italist.com and designer garment tags still attached and in their original box, when received. Brand box (e.g. shoe box) must be placed inside another box to prevent damages during shipping. Returns that do not meet our policy will not be accepted and might be sent back to the customer
  • Please contact our customer care team by emailing customercare@italist.com if you have any further questions

To request a return, please follow the steps below:

  • Request a return
    • Log in on Italist.com and to go to ‘Orders' on ‘My Account' page
    • Click on ‘Request Return' on the relevant order and choose the items you wish to return, selecting the reason why
    • Italist.com customer care will assist you in the return process and will send you the prepaid waybill with our couriers and the pro-forma invoice
  • Return Steps for NON-Italian customers:
    • Book your pick-up
    • DHL will contact you to manage the pick-up
    • Prepare the return package
    • Print the waybill and the pro-forma and insert them in the appropriate plastic folder provided by DHL to be applied on the original box or a similar one
    • The express courier will pick up the package on the agreed date
  • Return Steps for Italian customers:
    • Book your free pick-up
    • Choose the date and time for when you want to arrange the pick-up by the courier. You will have 3 working days from your return request
    • We will email you a confirmation of your return details.
    • Prepare the return package
    • Print the waybill and insert it in the appropriate plastic folder provided by DHL to be applied on the original box or a similar one
    • The express courier will pick up the package on the agreed date

Returns Policy

Returned items must conform to our return policy

Returns must be sent within 14 working days from the delivery date

Items must be returned with their identifying tag(s) and original label(s) still attached

Items must be returned in their original box, when received. Brand box (e.g. shoe box) must be placed inside another box to prevent damages during shipping. If the item comes with a security tag this must be left on. If the security tag is removed, then the returned item will not comply with the returns policy and will not be refunded

Items must be returned unworn, unwashed, un-ironed, unused and undamaged. Please note that all shoes should be tried on a carpeted surface before wear. Please be mindful not to scratch the soles or mark the shoe box. Please handle light-colored bags carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored bags. Returns must also include the dust bag an d the box, as there are considered part of the product

Lingerie must only be tried on top of your own underwear and hosiery must be returned in their unopened packages

We do not accept returns for any costume or fine jewelers' items

Colors can appear different on your display, as computer monitors, mobile devices and tablets differ despite the effort we have made to display them as accurately as possible

Final sale items, purchased as such, cannot be returned nor exchanged

We do monitor the number of returns made by customers, and any returns may be flagged and potentially refused at our sole discretion or lead to the closure of your italist.com account

Exchanges

If you would like to exchange an item, you will need to return the original item for which you will be refunded, and then place a new order

Refunds

Once your returned item is received and the boutique verifies that it complies with our returns policy, we will refund you through your original method of payment and/or as a store credit. Please note that payments can take up to several days to be processed, depending on your bank or payment providers

For orders shipped to Italy, the original cost of shipping will be refunded only if you return all items part of the original order placed

For orders shipped outside of Italy, returned items will be refunded excluding the costs of shipping and custom duties (if any). Customs duties and sales taxes are non-refundable through italist.com. Member may be able to recover these costs by contacting the local customs bureau directly. As this may not be available for all countries, you may want to hire a customs broker to claim back duties on returned product

FAQ

Purchases

  • How can I purchase on the website?

    Before you start shopping, we recommend that you read our terms and conditions. Once you register on italist.com, you will be able to place an order. Shopping at italist.com is easy
    Browse our offer using the drop-down navigation menus at the top of the page, where you can find links to new products, designers, departments and our edits. If you know what you are looking for, use the search box at the top right. Once you have found an item, choose your size and click on the ‘Add to Cart' button on the product page
    Review the items in your cart by clicking the ‘Your Cart' link at the top of the page.
    Click on ‘Checkout' to complete your order

  • I've forgotten my password. What should I do?

    To re-set your password, follow the 'Forgot Password?' instructions on the ‘Sign In' page. Please note, for security reasons
    we are unable to send your old password via email

  • Do I need to set up an account to place an order?

    Yes, you need to create an account

  • Are all products original?

    Absolutely yes!
    All our items are authentic and they come with their own original tag and/or box. They are shipped directly by the best Italian boutiques, which we carefully select

  • Why your are prices are so convenient?

    Our Italian luxury boutiques are free to define prices and most of them keep the same price they sell goods in their physical shops. It is as simple as that!

  • Why do I find the same items offered many times on the web site?

    Our partner boutiques are free to define price and offer. It may happen that the same item is sold by two partners with different prices

  • Which payment method do you accept?

    We accept the following international credit cards: Visa, Visa Electron, MasterCard. All payments are processed through a secure checkout system. Italist.com purchases are protected and guaranteed by Verified by Visa for Visa (VBV) and MasterCard Secure Code (MSC) for MasterCard cards

  • Why does my payment not go through and the system keeps telling me to contact my bank?

    As you are making a payment to a website outside your country, probably most of the card issuers will likely block your card the first time you attempt purchase, if not previously alerted, due to security block on foreign purchases. Thus, please alert your bank prior to shop the first time. It can also happen on successive purchases

  • Which currencies do you accept?

    All purchases on italist.com are processed in Euro (€). We also show prices in Pounds (£) in UK and in US Dollars ($) in all the countries outside EU, but the final payment will be always in Euro (€). Please note that $ always refers to US Dollars

  • Is shopping safe on italist.com?

    Yes, italist.com uses the Secure Socket Layer (SSL) technology, which protects Internet communications through cryptography. This guarantees maximum integrity and confidentiality of the data. All payments are processed by a PCI DSS compliant gateway

  • Are my personal data kept confidential?

    We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your personal data without your authorization.

    You can find additional information on the Privacy Policy page

  • How do I know which items are in stock?

    All items shown on the website are in stock. However, putting an item in your shopping basket does not reserve it for you until confirmation of shipment

  • Will new brands be added to the website? If so, when?

    We add new brands and items daily

  • Are you going to have my size again?

    If your size is out of stock, you can browse through the same brand, you may find the same item on your size offered by other luxury boutiques

  • Can I reserve an item to buy later?

    At the moment we do not provide a holding service at our luxury boutiques

  • Do you offer a personal shopping service?

    Unfortunately, we do not currently offer this service

  • Can I make a special request for my order, for example to have an item altered?

    We currently do not offer tailored and/or customizable products but we will do it soon

Orders and Shipping

  • How do I know my order has been received?

    After your purchase has been made you will receive a confirmation e-mail, but this doesn't mean that your order has been accepted yet. The order will be accepted and sent to you once your credit card and address details will be approved and verified

  • Why is the item I ordered not available?

    Products availability on italist.com.com is synchronized with that of our partner stores. If one article is available online, it means that it is available in the shop as well.
    However, if a product is purchased at exactly the same moment both in the shop and online, it may happen that a lack of availability occurs

  • Can I cancel an order?

    Cancellation is possible, for any reason, up to the moment your order has been processed by the store. After that, you cannot cancel your order, but you may return the item you purchased if you wish. If you need to cancel an order, please contact our Customer Service

  • How can I check my order's status?

    italist.com keeps you constantly updated via e-mail on your order's status. You can keep track of it also through My Account, under the Orders section. To track your package, click on ‘Where is my order?' of the order you want to track (My Account-Orders)

  • Do you ship to my country?

    We ship all over the world in more than 180 countries with DHL Express and SDA/ExportBox in Russia

  • How long does delivery take, and how much will it cost?

    Due to the unique characteristics and price of the product italist.com uses only express delivery. We ship all over the world through DHL Express and through SDA/ExportBox for Russia, with exception of ‘black listed' countries. Deliveries are made Monday to Friday, between 9am and 5pm. Delivery takes place within 2-4 working days for most countries in Europe, and within 3-10 working days for the rest of the world

  • Shipping costs are calculated based on the order value, size, weight and destination of your order. Shipments are processed by italist.com partner carriers

  • How can I expect to receive the items I ordered?

    All orders will be delivered with italist.com packaging, which will protect your items and ensure that they reach you in perfect condition

  • Can italist.com ship to more than one address in a single order?

    We can ship one order to one address

  • Do you deliver to P.O. boxes?

    At this moment we do not deliver to P.O. Boxes due to courier restrictions

  • My order is incomplete, when will I receive the rest of the items?

    If you placed an order at multiple shops, the items will be sent separately from each shop, so you may not receive all of the items at the same time

  • How much duties and taxes will I have to pay?

    For countries outside of the European Union, VAT is not due. For those countries, custom duties are calculated before checkout and included in the shipping cost line of your shopping bag. You will have to pay custom duties upon delivery (DDU) only for the following countries: Angola, Armenia, Azerbaijan, Belarus, Cambodia, Cape Verde, Central African Republic, Chad, Comoros, Cook Islands, Falkland Islands (Malvinas), Faroe Islands, Gambia, Georgia, Greenland, Guinea, Guinea-Bissau, Kazakhstan, Kiribati, Kyrgyzstan, Lesotho, Liberia, Lithuania, Macedonia, Malawi, Mali, Marshall Islands, Mauritania, Mayotte, Moldova, Montenegro, Mozambique, Namibia, Nauru, Nigeria, Niue, Northern Mariana Islands, Russia, Samoa, Sao Tome and Principe, Seychelles, Solomon Islands, Somalia, South Korea, Suriname, Swaziland, Tajikistan, Tonga, Tunisia, Tuvalu, Uzbekistan, Vanuatu, Yemen, Zambia
    If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all custom duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. We are unable to advise the amount this may be

Returns and Refunds

  • Can I return an item?

    Yes, making a return or exchange is easy. You have 14 working days from the delivery date to decide whether to keep your items. Simply request a returns from your ‘My account' page and then book a collection to send your item(s) back to us

  • I returned an order, when will I get my refund?

    Once your returned item is received and the boutique verifies that it complies with our returns policy, we will refund you through your original method of payment. Please note that payments can take up to several days to be processed, depending on your bank or payment providers

  • My order was cancelled, when will I get a refund?

    If a cancellation is made prior to order processing, and we have confirmed that your order has been cancelled by email, then we will fully refund you through your original payment method. Please note that payments can take up to several days to be processed, depending on your bank or payment providers

  • Will shipping and custom costs will get refunded in case I return an item?

    Customers will be fully refunded the price of the order, excluding the shipping costs and any custom duties incurred. You may be able to recover custom duties for returned items by contacting your local customs bureau. You may want to hire a customs broker to claim back duties on returned products