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
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Review summary
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Reviews shaping this summary
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
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
Company replied
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
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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
4.6
Excellent
305 reviews
No history of asking for reviews
This company hasn't invited their customers, 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.
Awful experience
Awful experience. I purchased a bag and was charged £60 on top upon completion of the purchase and the worst part having to pay another £91 on top to UPS for delivery that I wasn’t made aware of. Think twice before making a purchase.
August 1, 2024
Unprompted review
Reply from SUGAR
Dear Gurpreet,
thank you for the review and for deciding to share your experience with our boutique on Trustpilot.
We are sorry that you had such a negative experience with the delivery of your order and the custom duties that you had to pay.
As regards the custom duties that need to be paid to get the item delivered, we indicate that shipping costs and custom duties are at customers expense in the shipping instructions, in a pop up that appears before checking out and in our policy section.
Since we do not include custom duties in the final price, differently from other boutiques, the custom duties payment is decided by the local government therefore the Italian custom duties have established the amount and not our company.
In case you do not agree with this fee, please feel free to contact our customer service that have always been more than available and supported you answering to all your questions and explanation requests.
We hope that we can be helpful solving this issue and to welcome you again among our most valuables customers.
Best regards
Sugar Staff
Paid shipping fee however UPS refused…
Paid shipping fee however UPS refused to give the package unless another £62 was paid to the delivery driver, this is a total scam I could have bought these items in Britain for less very unhappy
July 31, 2024
Unprompted review
Reply from SUGAR
Dear David,
thank you for the review and for deciding to share your experience with our boutique on Trustpilot.
We are sorry that you had such a negative experience with the delivery of your order and the custom duties that you had to pay.
As regards the custom duties that need to be paid to get the item delivered, we indicate that custom duties are at customers expense in the shipping instructions, in a pop up that appears before checking out and in our policy section.
Since we do not include custom duties in the final price, differently from other boutiques, the custom duties payment is decided by the local government therefore the Italian custom duties have established the amount and not our company.
In case you do not agree with this fee, please feel free to contact our customer service that have always been more than available and supported you answering to all your questions and explanation requests.
We hope that we can be helpful solving this issue and to welcome you again among our most valuables customers.
Best regards
Sugar Staff
Good quality
Good quality , good delivery package, nice shoes , good updates for the delivery, shoes is nice and good quality I like it .
July 29, 2024
Unprompted review
Reply from SUGAR
Dear Ghalib,
Thank you so much for taking the time to share your experience with us! We're absolutely delighted to hear that you're pleased with the quality of the shoes and that the entire delivery process met your expectations.
We strive to ensure that every aspect of our service, from product quality to packaging and communication, is top-notch, so it’s wonderful to know that you found value in these areas.
We’re especially glad that you appreciated the updates on your delivery. Keeping our customers informed and ensuring a smooth experience is very important to us. It's great to hear that the shoes arrived in good condition and that you're enjoying them!
Your satisfaction is our highest priority, and your positive feedback is incredibly motivating for our team. If you have any questions or if there’s anything else we can do for you in the future, please don’t hesitate to get in touch. We’re here to help and would love the opportunity to serve you again.
Thank you once again for choosing us and for your kind words!
Best regards,
SUGAR Staff
Great US experience
Ordered a Gucci bag and had perfect delivery, shipping, and even came in original box and packaging. Was sent from Italy to US and still got here faster than if I were to have ordered it from Gucci US.
July 25, 2024
Unprompted review
Reply from SUGAR
Dear Holly,
Thank you so much for taking the time to share your fantastic experience with us! We're absolutely delighted to hear that your Gucci bag arrived in perfect condition and that you were pleased with the delivery. It's especially rewarding to know that the package, shipped all the way from Italy, reached you faster than if it had been ordered within the US.
We take great pride in ensuring that our products arrive quickly and securely, complete with original packaging, to provide our customers with the best possible experience. Your satisfaction is our top priority, and feedback like yours truly motivates us to continue striving for excellence.
We’re thrilled to have met your expectations and would be honored to assist you again in the future. If you ever have any questions or need further assistance, please don’t hesitate to reach out to us.
Thank you once again for your kind words and for choosing us for your purchase!
Best regards,
SUGAR Staff
First Time and not last….
I ordered a men’s gancini bag from Ferragamo. It came in the original cloth bag and with every new/original bag plastic wraps. It was like getting it from the store. This was my first time buying, truly I was skeptical because of the great prices… Definitely will be browsing again. Grazie Mille
July 19, 2024
Unprompted review
Reply from SUGAR
Dear Nick,
Thank you so much for taking the time to leave us such a wonderful review! We are thrilled to hear that you are pleased with your Ferragamo Gancini bag and that it met your expectations in terms of quality and presentation.
At Sugar.it, we strive to offer our customers not only great prices but also an exceptional shopping experience. Your satisfaction is our top priority, and it's fantastic to know that your first purchase with us was a success.
We are committed to ensuring that every product we sell is 100% authentic and meets the highest standards of quality. We're delighted that the bag arrived in its original packaging, complete with the cloth bag and plastic wraps, just like it would from the store.
Your positive feedback is incredibly valuable to us and helps to reinforce our commitment to providing top-notch service and products. We truly appreciate your trust in us and are excited to have you as a part of the Sugar.it family.
If you ever have any questions or need assistance, please don't hesitate to reach out to our customer service team. We're always here to help.
Best regards,
SUGAR Staff
Excellent service
Excellent service. The order was sent from Italy to Denmark in 2 days. Everything is awesome 😍
July 18, 2024
Unprompted review
Reply from SUGAR
Dear Simon,
Thank you so much for your glowing review on Trustpilot! We’re absolutely delighted to hear that you had such a positive experience with us and that your order made its way from Italy to Denmark in just 2 days.
At Sugar.it, we are committed to providing exceptional service and ensuring that every aspect of your shopping experience is seamless and efficient. It’s fantastic to know that we were able to meet your expectations and deliver your order swiftly.
Your feedback is incredibly valuable to us and serves as a great motivation for our team. We take pride in our ability to offer prompt and reliable service, and we’re thrilled that you found everything to be awesome.
We’re looking forward to the opportunity to serve you again and to continue offering you outstanding products and service. If you have any further questions or need assistance, please don’t hesitate to reach out to us. We’re always here to help!
Best regards,
SUGAR Staff
Great experience first time buying from…
Great experience first time buying from the website. I especially loved the constant communication updating on the status of the shipment. The item came well wrapped with the designer cover bag. I will use them again
July 5, 2024
Unprompted review
Reply from SUGAR
Dear Customer,
Thank you so much for your wonderful review! We are thrilled to hear that your first experience shopping with us was great. Providing constant communication and updates on the status of your shipment is something we take pride in, and we're glad to know that it made your shopping experience smoother.
It's also fantastic to hear that you appreciated the careful wrapping and the designer cover bag. We strive to ensure that every detail of your purchase meets your expectations.
We look forward to serving you again in the future. If you have any questions or need further assistance, please don't hesitate to reach out. Thank you for choosing us!
Best regards,
SUGAR Staff
UPS tried to deliver my package 3…
UPS tried to deliver my package 3 times. Before I found out, Import duty wasn’t included and needed to pay an additional £98. The first Courier told me over the phone it was a shipping fee. I’d already paid the shipping fees.. Didn’t save money, cost me more. Spoke to customer service and said it’s all in the TTs and CC’s. Think you need to be clearer or add this to the price. My crystal ball is at the menders and I’m not clairvoyant.
July 5, 2024
Unprompted review
Reply from SUGAR
Dear Robert,
thank you for the review and for deciding to share your experience with our boutique on Trustpilot.
We are sorry that you had such a negative experience regarding the custom duties of our website.
However, we wanted to remind you that the fact that custom duties are not included in our prices is written under the product description, before checking out, and in our policy in a clear and transparent way.
All duties, if any, are in the customer and must be paid upon delivery directly to the carrier.
For more information, you can refer to our policy:
- https://www.sugar.it/en-IT/policy/condshp
Since we do not include custom duties in the final price, differently from other boutiques, the custom duties payment is decided by the local government therefore the Italian custom duties have established the amount and not our company.
In case you do not agree with this fee, please feel free to contact our customer service that have always been more than available and supported you answering to all your questions and explanation requests.
We hope that we can be helpful solving this issue and to welcome you again among our most valuables customers.
Best regards
SUGAR Staff
It’s Legit!
Look, the international shipping is quicker than it is in the US and my item is authentic! I am soooo satisfied with my purchase! The communication is prompt and superb! This was my first time ordering from Sugar Italy but it’s definitely not the last! Everything about my purchase was fantastic! Definitely recommend!
July 3, 2024
Unprompted review
Reply from SUGAR
Dear Monique,
Thank you so much for your amazing review! We are thrilled to hear that you had such a positive experience with us.
We take great pride in offering prompt international shipping and ensuring that all our products are authentic. It's wonderful to know that you are satisfied with your purchase and that our communication met your expectations.
Your recommendation means a lot to us, and we look forward to welcoming you back for more shopping in the future. If there's anything else we can assist you with, please feel free to reach out.
Thank you for choosing SUGAR.it!
Warm regards,
SUGAR Staff
Reply from SUGAR
Dear Ray,
Thank you for your wonderful review! We're delighted to hear that you are pleased with our pricing, packaging, and fast delivery.
Providing excellent value and service is what we strive for, and it's rewarding to know that we met your expectations. Your feedback motivates us to continue delivering the best shopping experience possible.
We look forward to serving you again in the future. If you have any questions or need further assistance, please don't hesitate to reach out.
Thank you for choosing SUGAR!
Best regards,
SUGAR Staff
STAY WELL CLEAR FROM THIS COMPANY!!
STAY WELL CLEAR FROM THIS COMPANY!!! Had a awful experience ordering from this company & was charged with a massive duty tax only for them to send the wrong item & refused to cover the costs when sending the item back
June 27, 2024
Unprompted review
Reply from SUGAR
Dear Samuel,
thank you for the review and for deciding to share your experience with our boutique on Trustpilot.
We are sorry that you had such a negative experience regarding the custom duties of our website.
However, we wanted to remind you that the fact that custom duties are not included in our prices and they should be paid to the government via the carrier.
Since custom duties are not paid to us but to the government, you can ask for the refund of the custom duty directly to the local government.
In case you do not agree with this fee, please feel free to contact our customer service that have always been more than available and supported you answering to all your questions and explanation requests.
We hope that we can be helpful solving this issue and to welcome you again among our most valuables customers.
Best regards
SUGAR Staff
Great Experience
Great Experience, and I was extremely nervous ordering from a site that I just found out about. The shipping, the communication and the product were all superb.
June 27, 2024
Unprompted review
Reply from SUGAR
Dear Tim,
Thank you so much for sharing your experience! We understand that ordering from a new site can be nerve-wracking, and we are thrilled to hear that we exceeded your expectations. Your kind words about our shipping, communication, and the quality of our products mean a lot to us.
Providing a superb shopping experience is our top priority, and it's rewarding to know that we succeeded in making your first purchase with us a positive one. We hope to continue serving you with the same level of excellence in the future.
If you have any questions or need further assistance, please don't hesitate to reach out. Thank you for choosing SUGAR and for your trust.
Best regards,
SUGAR Staff
Absolutely disgusting service with ups…
Absolutely disgusting service with ups they delivered but I did t realise that I had to pay customs tax so I went and picked up my parcel and didn’t realise so the parcel went back then the company told me I had to pay for customs to come back so I decided to keep the parcel and pay so I spoke to ups to tell them to deliver it again in which point it went to the drop off again because I wasn’t in I went and picked it up to be told that I needed to pay so my portal said they didn’t take money so I spoke to ups again and it went back to the warehouse in barking I then got a call from a lady called Theresa who was very helpful and said I can take the money by card over the phone which I did and she sent me the receipt and said it would be delivered Monday so ups then delivered it again to the drop off portal so I went to pick it up on Monday showed them the receipt that Theresa had sent and they said that they cannot give me the package has on the ups app they had not received the money I was so frustrated at this point it had been over a week it was my husband’s birthday present which he didn’t get for his birthday I then emailed Theresa again she was gobsmacked she then got on to the portal even to her they said ups hadn’t updated there system so she then asked for it to be picked up by ups and they deliver it to me directly there was some sort of glitch in the system she said I could be waiting for weeks totally unacceptable I would NEVER use UPS again absolute disgrace
June 10, 2024
Unprompted review
Reply from SUGAR
Dear Jill,
Thank you for sharing your feedback with us. We deeply regret that your experience with our service has not met your expectations.
We would like to clarify that customs duties and import taxes are beyond our control and are determined by your country's regulations. These charges are not included in our prices and must be paid by the recipient of the parcel directly to the carrier.
We understand that this can be frustrating, and we sincerely apologize for any inconvenience caused. We strive to be transparent about these potential costs and include information about customs duties at every stage of the shopping journey of the customer.
Regarding the delay in the delivery of your parcel, we are actively working with our shipping partner to resolve this issue and ensure that your order reaches you as soon as possible. However, the delivery times depends on the carrier and not our company.
We appreciate your patience and are here to help in any way we can.
If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team directly.
Thank you for your understanding.
Best regards,
SUGAR Staff
Smooth and Fast
This is one of the fastest order and delivery i have received. The communication is top notch. Order & delivery time is so smooth. Thank you and am returning soon for more shopping.
June 25, 2024
Unprompted review
Reply from SUGAR
Dear Ayodele,
Thank you so much for your fantastic review! We are delighted to hear that your order and delivery experience was one of the fastest you have ever received. Ensuring a smooth and efficient process, along with top-notch communication, is a priority for us, and we are thrilled to know that you appreciated these aspects of our service.
Your positive feedback motivates us to continue striving for excellence in every step of our process. We are committed to providing the best possible shopping experience for our customers, and your satisfaction is our greatest reward.
We are excited to welcome you back for more shopping soon. If you ever have any questions or need further assistance, please do not hesitate to reach out. Thank you for choosing SUGAR and for your trust in us.
Best regards,
SUGAR Staff
Scam company
Scam company. They deduct £000's in import duties from your refund on duties that no longer need to be paid as no items were imported.
They ignore emails.
February 6, 2024
Unprompted review
Reply from SUGAR
Dear Jenna,
thank you for the review and for deciding to share your experience with our boutique on Trustpilot.
We are sorry that you had such a negative experience regarding the custom duties of our website.
Since we do not include custom duties in the final price, differently from other boutiques, the custom duties payment is made to the local government directly paying to the carrier.
For this reason the amount is deducted from the refund, together with shipping costs, as it is clearly explained in our Return Policy.
Here below you can find the link to our Return Policy for your concern:
- https://www.sugar.it/en-US/policy/condret
In case you do not agree with this fee, please feel free to contact our customer service that have always been more than available and supported you answering to all your questions and explanation requests.
We hope that we can be helpful solving this issue and to welcome you again among our most valuables customers.
Best regards
SUGAR Staff
Great price
The price of the item is what got me to order from SUGAR. Shipping to the USA was pretty reasonable. My only complaint is that my Gucci hat didn’t come in the Gucci box, it was shipped in a SUGAR box…. although that may be store policy I’m not sure, but the hat is the main thing and I’m pretty satisfied with that.
June 18, 2024
Unprompted review
Reply from SUGAR
Dear Joe,
Thank you for your review! We're glad to hear that our competitive pricing and reasonable shipping rates to the USA prompted you to choose SUGAR.it. We appreciate your feedback about the packaging of your Gucci hat.
We understand the importance of receiving luxury items in their original packaging and apologize for any disappointment caused. However, we inform you that, since we are a boutique of over 350 brands, we offer to our customers the packaging that the brand gives to us, which is not the same as the mono brand boutique.
We're pleased to know that you are satisfied with your hat itself, and we hope it brings you much enjoyment. If you have any further questions or need assistance, please don't hesitate to reach out to our customer service team. Thank you for choosing SUGAR.it, and we hope to serve you again in the future!
SUGAR Staff
Amazing service
Amazing service! Super quick delivery to the UK and tracking updates keep you informed of item's whereabouts. Well packaged and as described. Will definitely use again.
June 19, 2024
Unprompted review
Reply from SUGAR
Dear Laura,
Thank you so much for your fantastic review! We're delighted to hear that you were pleased with our service, from the speedy delivery to the UK to the comprehensive tracking updates. Ensuring your items arrive well-packaged and exactly as described is our top priority.
We strive to provide our customers with an exceptional shopping experience, and it's wonderful to know we met your expectations.
We are pleased to know that you'll be using our service again in the future. If you have any questions, need assistance with your next order, or have any specific requests, please don't hesitate to reach out to our customer support team. We are always here to help and ensure you have a seamless experience.
Thank you once again for choosing SUGAR.it. We look forward to serving you again soon!
SUGAR Staff
Still not received ny order despite…
Still not received ny order despite paying horrific charges. Emailed re how to pay charges and got incredibly rude and unhelpful response. Very cagey about charges because they know it's actually cheaper to purchase in UK when you add them on but it's alltoo late by them and returning would be useless as you've lost so much money paying original charges!! £75!!!! I had to pay...and still no parcel and still no date of delivery!!! Steer clear is my advice...waste of time
June 14, 2024
Unprompted review
Reply from SUGAR
Dear Customer,
Thank you for sharing your feedback with us. We deeply regret that your experience with our service has not met your expectations.
Our customer service team has been in contact with you to assist with your concerns. However, we would like to clarify that customs duties and import taxes are beyond our control and are determined by your country's regulations. These charges are not included in our prices and must be paid by the recipient of the parcel directly to the carrier.
We understand that this can be frustrating, and we sincerely apologize for any inconvenience caused. We strive to be transparent about these potential costs and include information about customs duties at every stage of the shopping journey of the customer.
Regarding the delay in the delivery of your parcel, we are actively working with our shipping partner to resolve this issue and ensure that your order reaches you as soon as possible. However, the delivery times depends on the carrier and not our company.
We appreciate your patience and are here to help in any way we can.
If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team directly.
Thank you for your understanding.
Best regards,
SUGAR Staff
Great customer service and products!
The customer service was quick to respond and was super helpful with the returns!
Will definitely order again
June 11, 2024
Unprompted review
Reply from SUGAR
Dear Customer,
Thank you so much for your wonderful review! We're thrilled to hear that you had a positive experience with our customer service team and that they were able to assist you promptly with your returns. Providing helpful and efficient support is a top priority for us, and it’s fantastic to know that we met your expectations.
We are equally delighted that you enjoyed our products. Your satisfaction is our ultimate goal, and it's rewarding to hear that you plan to order from us again.
If you ever have any further questions, need assistance with future orders, or have specific requests, please don’t hesitate to reach out. Our customer service team is always here to help ensure you have a seamless and enjoyable shopping experience.
Thank you once again for your kind words and for choosing SUGAR.it. We look forward to serving you again soon!
SUGAR Staff
Dodge Scammers
I ordered a T-shirt I paid for import duties and I didn’t receive the parcel I had to go and get it this is ridiculous this
June 5, 2024
Unprompted review
Reply from SUGAR
Dear Christos,
We sincerely apologize for the inconvenience you experienced with your recent order.
Please allow us to clarify that the delivery process, including the handling of import duties and the final delivery, is managed by the courier service and not directly by SUGAR.it. While we strive to ensure a smooth and efficient delivery for all our customers, there are certain aspects, such as import duties and delivery logistics, that are beyond our control.
We understand your frustration with having to pick up your parcel, and we regret that this caused you any inconvenience. We take your feedback seriously and will address this issue with our courier partners to improve our service.
Thank you for bringing this matter to our attention. If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team. We are here to help and ensure your satisfaction with our service.
Kind regards,
SUGAR Staff
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