Amazingly fast delivery! Vivienne Westwood bag not found anywhere else on the internet at a great sale price! 2 days from when ordered Italy to UK! Lots of communication and tracking. First class. I w... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Brilliant boutique. Had the item I wanted at the lowest price I'd seen. Arrived in the UK from Italy in only one day (!!!). Customer service were polite and replied quickly when they reached out with... See more
Company replied
I have purchased from Sugar before as they were selling an item I'd been looking for and couldn't believe the price as the item was the sale. The item arrived in two days of purchasing which i thought... See more
Company replied
Just recieved my order from sugar, very nice packaging and the shoes are great!! Very fast delivery w dhl express, getting the things done in just 24h from italy to ro, that s what i call premium serv... See more
Company replied
Company details
Written by the company
CONTEMPORARY IDEAS ON FASHION - SINCE 1980. Luxury boutique and one-stop shop for everything fashion for more than 40 years, SUGAR boasts an exclusive selection of clothes, shoes, bags and accessories for man and woman. On our website, you will gain exclusive access to unique designs, special promotions and a selection of more than 300 brands, including new talents and iconic designers, such as Prada, Gucci, Miu Miu, Saint Laurent, Loewe, Loro Piana, Valentino, Bottega Veneta, Burberry, Moncler, Versace, Balmain, Balenciaga and many more.
Contact info
Corso Italia, 60, 52100, Arezzo, Italy
- +39 0575 354631
- customerservice@sugar.it
- www.sugar.it
4.7
Excellent
309 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
They cancelled the order
Order has been cancelled without any proper explanation. There was no proper compensation either, expecting refund.
Edit: Refund has been provided, no money but time lost
14 November 2025
Unprompted review
Reply from SUGAR
Dear Customer,
We are truly sorry that your shopping experience with our boutique did not fully meet your expectations.
As previously communicated, due to a technical error, your order was canceled. Specifically, this occurred because a simultaneous order was placed both on our website and in our physical boutique, resulting in the item being out of stock.
We sincerely apologize for any inconvenience this may have caused. Please rest assured that we have promptly issued the refund. We have immediately provided you with the corresponding receipt.
Our boutique operates with the utmost professionalism and integrity; unfortunately, in rare cases like this, technical issues may arise. However, we wish to emphasize that as soon as an order is canceled, we immediately proceed with issuing the refund, always with our customers’ best interests in mind.
We hope this clarifies any concerns you may have, and we remain at your complete disposal for any further assistance. It will be our pleasure to welcome you back to our boutique and provide you with an experience that fully meets your expectations.
Kind regards,
SUGAR Team
My parents bought me Frankie shop coat…
My parents bought me Frankie shop coat as the price was slightly cheaper comparing to London. I had to pay 130!!!!! Pounds on top for the customs and duties which I twice more expensive if you order let’s say from Frankie shop directly. The coat is huge and now I cannot return it as they told me I have to pay customs and duties to ship it back!!!!!! Also 30 euros for the shipping.
The customer support team does not speak English properly.
Avoid avoid avoid!!!!!
29 October 2025
Unprompted review
Reply from SUGAR
Dear Customer,
We are sorry to hear that your experience with our boutique did not fully meet your expectations. Please rest assured that all information regarding your order and our policies has been provided clearly and transparently.
We would like to remind you that, in compliance with UK customs regulations, all orders shipped to the United Kingdom are subject to potential customs duties and import taxes, which are responsibility of the customer for orders placed on our platform. This information is made available in multiple places on our website: on the product page, in the shopping cart, via the informational banner before checkout, and in the order confirmation email.
Furthermore, to complete the order, the customer agrees to our Terms and Conditions, which include all policies regarding customs duties. Our policy is public, transparent, and easily accessible.
We kindly remind you that it is the customer’s responsibility to review the policies they have accepted. If they have not done so, it cannot be considered an oversight on our part.
We are aware of the importance of clear and effective communication and regret that your experience was not completely satisfactory. We assure you that we are committed every day to ensuring that all our customers, both domestic and international, receive timely, accurate, and professional service.
We remain at your complete disposal for any further clarification or support.
Best regards,
SUGAR staff
All super positive
All super positive, excellent customer service, answered immediately and resolved an issue before delivery, all very efficient, courier DHL, top! Also I love my purchase, will definitely shop with Sugar again.
24 October 2025
Unprompted review
Reply from SUGAR
Dear Fiona
We sincerely thank you for sharing your experience with our boutique. We are truly delighted to hear that our customer service was able to assist you promptly and that the delivery arrived flawlessly.
Your kind words are deeply appreciated: knowing that your purchase has brought you satisfaction and joy is the greatest confirmation of our commitment to providing a unique shopping experience, carefully curated in every detail.
It will be our pleasure to welcome you again to our boutique, and we remain at your complete disposal for any future needs.
With our warmest regards,
SUGAR staff
BE VERY CAREFUL WHEN BUYING
BE VERY CAREFUL WHEN BUYING.
This website will suddenly increase the price as you’re about to proceed work checkout. I actually backed out of shopping here because I noticed the listed price increased by about €150 just as I was about to type in my info and pay. I am not referring to shipping or taxes either to be clear, the listed base price of the item went up by €150. I tried repeating the process multiple times and kept getting the same result. Very strange and feels scammy and unsettling. I suspect they are hoping customers won’t notice the magic price increases before they’ve paid. Well, I’m not falling for it. If you want to shop here make sure to check the price throughout the whole checkout process and make sure it remains the same all the way until you’ve confirmed your order.
20 August 2025
Unprompted review
Reply from SUGAR
Dear Customer,
We are sorry to hear that your shopping experience at our boutique was not fully satisfactory.
We would like to clarify that our boutique is one of the most renowned multi-brand stores worldwide and has been operating in the luxury fashion sector for over 40 years. All the products we offer are purchased directly from the brands, are authentic, and come with tags certifying their authenticity. The items have never been worn, washed, or used.
We want to reassure you that our website is completely secure and transparent.
The situation you reported – which, unfortunately, was not communicated directly to our customer service, who would have been happy to assist you – may be due to differences in price display depending on the country from which you are browsing and the country of shipment.
Indeed, the prices shown on the website may vary depending on local VAT and taxes, which are automatically included in the total. Therefore, if you were browsing from a country where VAT is not applied and then entered a shipping address for a country with VAT included, the amount displayed may differ.
We hope this explanation clarifies any doubts. We remain at your complete disposal for any further assistance: our customer service team will be happy to support you at any time.
Best regards,
SUGAR staff
Ordered a jumper came the next day all…
Ordered a jumper came the next day all the way from Italy impressive as I’m in London would purchase again and would recommend for future purchases item was authentic and also well packaged
10/10
24 July 2025
Unprompted review
Reply from SUGAR
Dear Customer,
Thank you so much for sharing your experience with SUGAR.it on Trustpilot.
We are truly delighted to hear that the jumper you purchased met your expectations and that the delivery was so fast, even to an international destination. Knowing that you appreciated both the quality of the item and our service is a great satisfaction for us.
We would like to emphasize that all of our products are sourced directly from official brands, ensuring authenticity and quality — values that are fundamental to us.
Your positive feedback is a valuable confirmation of our daily commitment to providing a shopping experience that lives up to expectations, with fast and efficient shipping.
We hope to welcome you again very soon to our boutique.
Please don’t hesitate to contact us for any assistance — we’ll be happy to help.
Best regards,
SUGAR staff
Reply from SUGAR
Dear Customer,
We sincerely thank you for taking the time to share your experience with Sugar.it on Trustpilot.
We are very pleased to read your review and to know that you appreciated not only the speed of delivery but also the quality of our products. Customer satisfaction is fundamental to us, and your kind words fill us with enthusiasm and motivate us to keep improving.
We remain at your full disposal to always provide you with the best possible support.
Thank you once again for your trust, and we look forward to continuing to meet your expectations with the same care and dedication.
Best regards,
SUGAR staff
Reply from SUGAR
Dear Customer,
We’re truly delighted by your enthusiasm and thrilled to hear that you had such a positive experience with us.
We strive every day to provide outstanding service, and knowing that we met your expectations is incredibly rewarding.
Thank you for your trust and for recommending us.
We look forward to welcoming you back to our boutique.
Best regards,
SUGAR staff
I ordered a pair of trainers from this…
I ordered a pair of trainers from this company. In error they deducted 2 sets of payment from my account. I emailed them and the problem was rectified within a day. They were delivered to me in the UK within a few days. The tracking system was brilliant as I could see when my package was likely to be delivered. The parcel was packaged beautifully. I’m very pleased with my purchase and would use this company again.
16 March 2025
Unprompted review
Reply from SUGAR
Dear Customer,
We sincerely thank you for taking the time to share your experience with Sugar.it on Trustpilot!
We are truly happy to read your review and to know that you appreciated our service. Customer satisfaction is our top priority.
We are pleased that the speed of the shipment positively impressed you, and that our service met your expectations.
We are always at your complete disposal to offer you the best possible support.
Once again, thank you for your trust, and we look forward to continuing to meet your needs with the same care and dedication.
Best regards,
SUGAR
My purchase
I had a couple of queries with my purchase, thank you for you're reply and you have reassured me
18 March 2025
Unprompted review
Reply from SUGAR
Dear Customer,
We are sorry to hear that your shopping experience on our website was not to your liking.
We would like to clarify that customs duties are calculated by the local customs when the package arrives in the destination country, the calculation of duties can depend on various factors such as the type of product or material. We recommend that you contact the relevant customs office for further details.
We would also like to clarify that our boutique is one of the most well-known multi-brand boutiques in the world and has been operating in the luxury fashion sector for over 40 years. All of our products are purchased directly from the brands themselves. We assure you that our products have never been worn, washed, or used.
The scent you noticed is a touch of luxury, a little indulgence we add to distinguish our boutique. Since we ship worldwide and our packages endure many hours of travel, we ensure they arrive in perfect condition and with a pleasant fragrance.
We hope this clarifies any doubts you may have.
Best regards,
SUGAR
I ordered a sweater from this website…
I ordered a sweater from this website item price was a little lower which was good. Shipping item tax is ridiculous high . The problem is the sweater came with a hole in the back. Online doesn’t give an option for a refund. Emailed company & I’ve just talked to an automated email. I wouldn’t order again from the site.
17 February 2025
Unprompted review
Reply from SUGAR
Dear Customer,
We are sorry that your experience with our website has not been satisfactory.
However, we would like to clarify that we have promptly addressed all of your requests, following our internal procedures.
The statements made are not accurate, as we were waiting for your response regarding the case.
Furthermore, we would like to emphasize that our return and refund policy is clear, publicly available, and easily accessible on our website.
Best regards,
SUGAR
AVOID
AVOID, AVOID, AVOID.
NEVER EVER HAD TO PAY 25% TAX ON DELIVERY
19 February 2025
Unprompted review
Reply from SUGAR
Dear Customer,
We are sorry that your experience with us has not been satisfactory.
However, we would like to clarify that the information regarding the payment of customs duties, which is the responsibility of the customer, is clearly stated on our website.
This information can be found on the product page, during the check-out process, in the order confirmation email, and, of course, in our terms and conditions, which must be accepted before completing the purchase.
We are sorry if you did not notice these details, but we would like to emphasize that they are easily accessible and clearly highlighted on our website.
Additionally, the calculation and percentage of customs duties are not determined by us, but by the relevant customs authority in each country, based on the customs code of the products.
Kind regards,
SUGAR
Value for money
Value for money.
Very good deal with speedy delivery service.
The best deal on the web!!
7 February 2025
Unprompted review
Reply from SUGAR
Dear Customer,
We are truly happy to hear that you had such a positive experience with us.
At Sugar.it, we are committed to providing exceptional service and ensuring that every aspect of your shopping experience is smooth, seamless, and efficient. It’s fantastic to know that you found our value for money to be a great deal.
Your feedback is incredibly valuable to us and serves as great motivation for the entire team. We look forward to the opportunity to serve you again and continue offering you exceptional products and services.
Best regards,
SUGAR Staff
BEWARE NON-EU BUYERS
BEWARE NON-EU BUYERS - DON'T BUY
The prices don't include customs and they do not provide estimates of how much that will be. You pay once when you buy and then a second time when you return. Bought a pair of shoes worth 124, paid about 30 when they entered the UK and 30 when they were returned... Basically lost 60 and have no shoes because they were the wrong size...
31 December 2024
Unprompted review
Reply from SUGAR
Dear Customer,
We are sorry that your experience with us has not met your expectations.
However, we would like to clarify the matter regarding the payment of customs duties, which are the responsibility of the customer and are clearly stated on our website. This information is visible on the product page, during check-out, in the order confirmation email, and of course, in our terms and conditions, which must be accepted before finalizing the purchase.
These details are easily accessible and clearly highlighted on our site.
Additionally, the determination of the amount and percentage of customs duties is not up to us, but is set by the relevant customs authority of each country, based on the customs code of the products.
Kind regards,
SUGAR
Reply from SUGAR
Dear Customer,
We are delighted to hear that your experience with Sugar.it has been positive. Customer satisfaction is a priority for us, and we strive to always provide prompt service and high-quality products. Thank you for your trust and for recommending us. We look forward to welcoming you back to our website soon!
Best regards,
SUGAR Staff
BEWARE!!!
Prices are lower on the site but with taxes and customs, it’s MORE expensive than buying from other retailers or directly from the designer. This was a very poor choice - lesson learned - don't make the same mistake!
Edit: Indeed, it is clearly labeled on the site that customs are outstanding but to pay MORE than what the average item costs is not okay. It would be helpful for you to provide your customers with an estimate of these foreseeable costs. Clearly I am not the only one who has experienced this issue and your response is always the same generic copy and paste message. Also, I am letting readers know that you’ve attempted to delete my review as ‘defamation’ when it’s simple facts. Thank you Trustpilot for acknowledging the factual and objective nature of this review. Sugar.it, the solution is simple: do better if you value your customers.
3 December 2024
Unprompted review
Reply from SUGAR
Dear Customer,
we clearly display and in various places on our site, as well as in order confirmation, information about Custom Duties.
You can find this information:
- on each product page
- in the Policies that are accessible from each page
- in the F.A.Q.'s.
- in an banner to the check out before proceeding with order confirmation
- in the order confirmation email
We are sorry for this review of yours but we are sure to display the information as clearly as possible so our customers can make informed purchases.
Best regards,
SUGAR
Reply from SUGAR
Dear Customer,
Thank you so much for your kind words!
We're happy to hear that you appireciated the fast delivery and the packaging. Your satisfaction is our priority, and we truly appreciate you taking the time to share your experience.
If you ever need anything further assistance, please don't hesitate to reach out. We're always here to help!
Best regards,
SUGAR Staff
Reply from SUGAR
Gentile Victoria,
Grazie mille per la sua recensione!
Siamo davvero felici di sapere che la qualità del prodotto da lei acquistato abbia incontrato le sue aspettative. Per noi è fondamentale garantire un servizio accurato e affidabile, dalla preparazione dell’ordine fino alla consegna, per rendere ogni acquisto un’esperienza piacevole e senza pensieri.
Ci impegniamo ogni giorno per offrire questo livello di servizio, e il suo feedback positivo ci conferma ciò. Speriamo di poterla servire nuovamente in futuro e di continuare a soddisfare le sue esigenze su Sugar.it!
Cordiali saluti
SUGAR Staff
BE AWARE of false advertising
BE AWARE some items are advertised falsely to make them appear more valuable
I ordered a coat in size M but they were actually selling a XXXL its 10 sizes bigger than advertised. I had the item delivered somewhere I wasn't living as it didn't even occur to me I would have to check the store was selling legitimate items. By the time I opening the item it had been a few months and they said the returns period is two weeks. Since it was their mistake I think this is unreasonable and its hard to believe it wasn't done intentionally.
25 October 2024
Reply from SUGAR
Dear Customer,
We understand your position and regret the inconvenience, but we find ourselves in a difficult situation. We feel somewhat scammed as we've never encountered a product being unopened for 9 months before being contested, since the order was concluded on January and the return request was made on September.
As outlined in the policies you accepted when placing your order, we cannot accept a return after such a long period. Specifically, our policy states:
7.4. IT IS THE CUSTOMER'S RESPONSIBILITY TO CHECK THE QUANTITY AND CONDITIONS OF THE GOODS UPON DELIVERY. IN CASE GOODS ARE DAMAGED OR DO NOT MATCH THE ORDERED QUANTITY, CUSTOMER SHALL IMMEDIATELY NOTIFY THE CARRIER AND SIGN THE DELIVERY NOTE SUBJECT TO CHECKS; CUSTOMER SHALL ALSO NOTIFY SUGAR SRL AT CUSTOMERSERVICE@SUGAR.IT
WITHIN 3 DAYS OF THE DELIVERY DATE.
IN THIS CASE, AGAINST VERIFICATION, SUGAR SRL WILL REPLACE THE MISSING OR DAMAGED GOODS AS PER THE CUSTOMER’S ORDER.
We have always been flexible in managing claims and would have certainly accepted a notification beyond the set timeframe because we truly value our customers. However, a complaint filed 9 months after delivery is not acceptable.
We are not doing anything wrong or illegal: we have adhered to our policies and provided transparent service.
We remain at your disposal for any further clarification.
Best regards,
SUGAR Staff
My first time shopping at Sugar.it - FANTASTIC!
This was my first time shopping at SUGAR.IT
I haven't heard of it before.
I rate the experience as GREAT!
Big selection of luxury items, the prices are very fair - lower than in most other online stores, order prosessing and shipping is very fast, packaging is so lovely!
I made a big order and loved every item in it. Everything was packaged very carefully and arrived exactly as it was pictured / described on the website. They also have regular sales, which is a very nice thing. Thank you very much SUGAR team!
AAA+++. I reccomend it!
5 October 2024
Unprompted review
Reply from SUGAR
Dear Korben,
Thank you so much for your fantastic review and for choosing to shop at SUGAR.IT! We’re really excited to hear that you had such a positive experience. Our goal is always to offer a wide selection of luxury items at competitive prices, with fast and careful service.
We’re glad you appreciated our packaging and promotions! Feedback from our customers is essential for us to continuously improve, and reviews like yours motivate us to keep getting better.
We can’t wait to welcome you back to SUGAR.IT for more fantastic shopping experiences. Thanks again for your trust and recommendation!
Kind regards,
SUGAR Staff
They dont return you full amount
I bought a bag for 425 euro,paid 20 euros for shipping costs,so 445 euros in total.They are writing eveywhere the return is for free included.As 20 euros for shipping within EU is quite enought.
And after return they have sent me bag only 445 euros.So thry will just keep another 20 euros.Aldo the bag had aizes the mini bag althought on the site they put the measures of small bag.Dont reccomend at all as they do what they want with your money
9 September 2024
Unprompted review
Reply from SUGAR
Dear Customer,
We would like to reiterate that, as already explained by e-mail, it is never specified on our site in the Product Page, Policies, or F.A.Q. that returns are free.
We have already emailed you all the specifics for clarity.
Best regards,
SUGAR
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