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
Created with AI, based on recent reviews
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 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.
Super fast delivery
Super fast delivery
and super happy with my purchase 👍👍
17 March 2024
Unprompted review
Reply from SUGAR
Dear Customer,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your entire shopping experience with SUGAR pleasant and satisfying.
We can't wait to have you soon again among our most valuable customers,
Best regards
Sugar Staff
TERRIBLE EXPERIENCE RETURNING
I placed an order for an item from United States, the item did not fit, so I applied for a return and shipped it out, they charged OVER ONE HUNDRED AND THIRTY DOLLARS for the return and “import duties”, I had originally paid $469 for the item, I was refunded only $330, I have ordered many things from overseas and never paid such ridiculous fees for “import duties” aside from this they’re customer service is extremely cynical, rude and not helpful.
9 March 2024
Unprompted review
Reply from SUGAR
Dear Gavi,
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 return of your order and the custom duties that you see withdrawn from your refund.
As regards the custom duties that we have withdrawn from the refund, we indicate that custom duties are at customers expense and that they will be deducted from the refund in the return instructions email, 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
I was impressed how fast my order came…
I was impressed how fast my order came thank you so much I will be ordering from you all again.
3 March 2024
Unprompted review
Reply from SUGAR
Dear Mia,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your entire shopping experience with SUGAR pleasant and satisfying and that we have become one of your references for your fashion purchases.
We can't wait to have you soon again among our most valuable customers,
Best regards
Sugar Staff
Great prices for luxury goods
Great prices for luxury goods. The shipping was so fast received it in 3 days. Awesome shopping experience with SUGAR. Would definitely purchase again from here & would also recommend ! ☺️.
25 February 2024
Unprompted review
Reply from SUGAR
Dear Customer,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your entire shopping experience with SUGAR pleasant and satisfying and that we have become one of your references for your fashion purchases.
We can't wait to have you soon again among our most valuable customers,
Best regards
Sugar Staff
Perfect!
As I wrote two days ago, I ordered again from Sugar. I don't need to tell you anything else if I say that I received a package today! In perfect condition, precisely packed, the product was protected inside the box, everything was the same as last time, even the great price! Let me mention that I live outside the EU and that I had no additional costs because I adhered to the customs amount limit that my country set when purchasing online. The package is delivered by DHL which is, in my experience, the best delivery company. I have to say it again, I am delighted with Sugar, thank you very much and this is so far my favorite shopping destination!
29 February 2024
Unprompted review
Reply from SUGAR
Dear Customer,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your entire shopping experience with SUGAR pleasant and satisfying and to hear that even your second shipment was at the same level of the first one.
As regards customs duties we are happy to hear that you knew about the costs and that you were able to check with your country government which amounts were accepted. As clearly indicate on the website, custom duties are to be paid separately.
We can't wait to have you soon again among our most valuable customers,
Best regards
Sugar Staff
PHENOMENAL shopping experience from…
PHENOMENAL shopping experience from start to finish. Fast shipping and EXCEPTIONAL prices sealed the deal for me. SUGAR is now my FIRST choice for my fashion needs.
16 February 2024
Unprompted review
Reply from SUGAR
Dear Jimmy,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your entire shopping experience with SUGAR pleasant and satisfying and that we have become one of your references for your fashion purchases.
We can't wait to have you soon again among our most valuable customers,
Best regards
Sugar Staff
Love my shopping experience
Dear SUGAR, I really loved my experience with the website. Amazing experience thanks to SUGAR.
shopping from home is an easy experience,Delivery is so fast only takes 2days to Dubai with one of the best curries UPS.
Customer service is so fast and helpful also thanks to them❤️❤️
10 February 2024
Unprompted review
Reply from SUGAR
Dear Tali,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your entire shopping experience with SUGAR pleasant and satisfying and that you appreciated our express shipments.
We will be more than happy to share our feedback with the customer service too that works to improve our customer experience on a daily basis.
We can't wait to have you soon again among our most valuable customers,
Best regards
Sugar Staff
Amazing overall shopping experience
Amazing overall shopping experience. The customer service is very fast and responsive, their answers are clear and precise. The shipping is fast and very reliable, you can track every step, and the updates are frequent. The merchandise is immaculate, packaged with extra care, and absolutely stunning. In my case I got an Alaia purse, and it arrived with all the hardware protections in its dust bag. Couldn’t be happier! Thank you Sugar Team
5 February 2024
Unprompted review
Reply from SUGAR
Dear Massi,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your shopping experience with SUGAR pleasant and satisfying and that you love the product purchased.
As you could see Sugar really cares about the products conditions and the items are checked by our quality check team prior to shipping. Our customers are a focal point of our business and we try to make them feel involved as much as possible during the entire process, both prior and after shipment.
We hope to see you soon again among our most valuable customers!
Best regards,
Sugar Staff
Fast shipping and when I received my…
Fast shipping and when I received my purse, it was perfect. Can’t wait to wear!
1 February 2024
Unprompted review
Reply from SUGAR
Dear Pia,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your shopping experience with SUGAR pleasant, that you appreciated our fast shipping and furthermore you love the product purchased.
We hope to see you soon again among our most valuable customers!
Best regards,
Sugar Staff
Great streamlined experience…
Great streamlined experience from.purchase to delivery...and I love my shoes! Tracey A Australia.
28 January 2024
Unprompted review
Reply from SUGAR
Dear Tracey,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your shopping experience with SUGAR pleasant and satisfying and that you love the product purchased.
We hope to see you soon again among our most valuable customers!
Best regards,
Sugar Staff
Beware from ordering from UK, extra charges on top of custom taxes.
The item was shipped very fast, but the shipping cost was quite expensive. I was aware of the custom taxes. However, there was an extra charge on top of taxes and exchange rates from EU to GBP. I ended up paying around30% on top of the original price. I paid to UPS upon delivery, but there was no receipt or any custom information documents.
I have shopped from online EU retailers for more than 10 times after Brexit, and this is the worst case.
28 December 2023
Unprompted review
Reply from SUGAR
Dear Chid,
thank you very much 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 taxes that you had to pay.
As regards the taxes that you needed to pay, we indicate that custom duties are at customers expense and are excluded by the final price under the product description, in the confirmation email, in a pop up that appears before checking out and in our policy section.
As indicated on our website, the custom duties payment is decided by your local government and the money withdrawal is operated by the carrier that delivers the order. For this reason, we are unfortunately unaware of further charges that you had to face. In case you had to pay other taxes that you were not supposed to, we invite you to share with our customer service the receipt of this fees and we will inquire on them together with the carrier that delivered your package.
We hope that we can be helpful solving this issue and to welcome you again among our most valuables customers.
Best regards
Sugar Staff
Beware of Customs Duty costs before purchasing
I have ordered an item from Sugar and although the price before any customs duty was reasonable, I find that Sugar can do better to incorporate that information to the customer when checking out.
Other retailers that are based outside the UK can manage this within their platform, so I don't see why Sugar cannot. Putting the onus on the customer to find out what customs duty applies to their country is unfair because the information is not easily accessible and can vary from item to item.
When adding everything together, I was better off purchasing the item directly from the retailer because there was no saving at all.
20 December 2023
Unprompted review
Reply from SUGAR
Dear Abdur,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are sorry that you weren't aware of any custom duties information and that you couldn't find them on our website, however it is indicated under the product description, in the confirmation email, in a pop up that appears before checking out and in our policy section.
Sugar does its best to inform their customer and any advice on how we can improve and enhance this information on our website is more than welcomed.
We are sorry to hear that purchasing on our website hasn't brought you any financial benefits, on the contrary we hope that the experience with our boutique, the love and attention with which we pack every single order and the dedication towards our customers will be the key to welcome you again among our most valuable customers.
Best Regards
Sugar Staff
Customer services were super helpful in…
Customer services were super helpful in helping me to solve some logistics issues. The bag is original Bottega Veneta and in pristine condition. Delivered to Hong Kong in under 48 hours. I highly recommend Sugar and will have no hesitation in buying from them in the the future. Thank you so much and keep up the fantastic service
6 November 2023
Unprompted review
Reply from SUGAR
Dear Gary,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you found your shopping experience with SUGAR pleasant and satisfying.
We will try to do our best to keep the service at this same level and we are committed to increase this level as the time goes by.
We cannot wait to have you shopping again in our boutique and to see you among our most valuable customers.
Best regards
Sugar Staff
I input the wrong address and they…
I input the wrong address and they helped me put in the right one . They’re customer service is amazing and they made the whole experience positive. 10/10 recommend!
23 October 2023
Unprompted review
Reply from SUGAR
Dear Johanny,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that you had a nice experience with our boutique and one of the things that made this experience pleasant has been our customer service intervention.
Customers are our main priority and I am sure that our customer service enjoyed helping and guiding you.
We can't wait to have you again among our most valuable customer's.
Best Regards
Sugar Staff
I recently purchased a bag from sugar…
I recently purchased a bag from sugar which was at the best discounted price I couldn't get anywhere, I did not hesitate to jump on it, I got my
Item very quick through ups, I did not expect to pay the duties fees here in the states but it was easy, I made the payment online. This was my first time buying from this website and I'm a customer for life, their customer service is also amazing, very helpful.
3 October 2023
Unprompted review
Reply from SUGAR
Dear Christiane,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
Our prices are the ones suggested to us by the brands and we decided not to add any extra cost despite the shipping fee.
As regards the customs, we are sorry that it hasn't been clear enough at first, we try to write this down on every page of our website, since customs are not included in our prices and are to be paid accordingly to the local law (US law in this case). However, we are glad to hear that you were able to pay them without much trouble.
We are so glad to hear that your entire experience with our boutique has been positive; our customer service will be more than happy to assist you in the future and we can't wait to have you again among our most valuable customer's.
Best Regards
Sugar Staff
Very satisfied
I recently purchased an item from Sugar.it. Very satisfied with their customer service and the item. BTW, I needed to pay the tax and custom from here in USA to UPS, which was easily cared by online pay ahead.
22 August 2023
Unprompted review
Reply from SUGAR
Dear Shoy,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are really happy to hear that our customer service team has been able to meet your needs and provide you with a proper service.
As regards taxes and custom duties, we try to write it on every page of our website to make customer aware, if it has been tricky for you to get to know this information we are open to receive tips to improve this.
Feel free to contact us on: customerservice@sugar.it
Looking forward to welcome you again among our most valuable customers.
Best Regards
Sugar Staff
Would recommend
Packed very well and quite fast, sent fast and arrived in great condition. I would use this company again.Good customer service too. Prompt reply to my email.
24 August 2023
Unprompted review
Reply from SUGAR
Dear Ben,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are more than happy to hear that everything in your experience with our boutique has been positive.
We carefully store, prepare and pack our products so that they arrive at their destination in perfect conditions.
Our customer service tries to be as fast as possible in answering the request and we are glad to hear that our team was able to get back to you promptly.
Looking forward to having you again soon among our most valuable customers.
Best regards
Sugar Staff
Wonderful online shopping experience with Sugar!
I had a wonderful shopping experience with Sugar.
Communication with Alba from the customer service Sugar staff team was excellent throughout - I had a few questions as this was my first shopping with Sugar, and I also needed the item to arrive quickly.
Alba was brilliant, friendly and very polite. I received the item in a brand new and perfect condition, exactly as described, within a day of it being shipped. The item was nicely packed, the box also included a 'thank you for shopping with us' card which was a nice touch - theses days stores sometimes neglect to treat their customers with respect - but not Sugar! I will definitely buy from Sugar in future!
9 August 2023
Unprompted review
Reply from SUGAR
Dear Eran,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that your experience with our boutique has been so special and positive, especially as regards the delivery and the packaging that we consider to be main priorities for our customers.
The positive words spent towards one of our customer service specialist are very well appreciated, we will certainly share this feedback with her.
Our aim is to make customer's feel as if they are cared and listened to and every specialist does its best to involve the customer and accommodate him or her in the best way possible.
Respect and kindness towards the others are some of our company's inner values and we try to convey this message from the very beginning of the customer journey to end of it, as you could see with the "thank you for shopping with us" card.
We can't wait to welcome you again among our most valuable customers.
Best Regards
Sugar Staff
AUTHENTIC/FAST
I keep using this site to purchase luxury items, the prices are great, the delivery incredible faster, they shipping is faster than shopping inside the usa stores, the packaging is well done, items are brand new and authentic !! this site is real!
26 February 2023
Unprompted review
Reply from SUGAR
Dear Carolina,
thank you very much for the review and for deciding to share your experience with our boutique on Trustpilot.
We are beyond happy to hear that your experience with our boutique has been so special and positive, especially as regards the delivery and the packaging that we consider to be main priorities for our customers.
Moreover, our aim is to shed a light on the authenticity and the conditions of our products, which all came with the elements that confirm their authenticity such as tag, guarantee card, dust bag and so on.
Our products are the result of a well established partnership with the luxury sector that the owner of the Brand has cultivated since the 80's in Italy, when he first opened the boutique.
We really can't wait to have you and all of your friends among our most valuable customer and surprise you again with our services!
Best Regards
Sugar Staff
Avoid at all costs
I had an absolute nightmare dealing with this outlet - inaccurate product descriptions, paid-for expensive shipping and returns in the EU (despite the company being based there!), slow and incredibly rude customer service. A total waste of money and time.
5 July 2023
Unprompted review
Reply from SUGAR
Dear Anna,
thank you for your review and for having shared your experience with our boutique on trustpilot.
We are sorry if you felt that our product description is not accurate enough, every tip that comes from our customers is more than accepted to improve our work and customer experience too.
Our shipping is express one and arrive in Europe in just two business days, this is the reason why you perceived it as expensive.
As regards our customer service we are sorry if you perceived it as rude or slow, we always try to accommodate the customers and make them feel listened to, we do really care about customer experience therefore this negative point of view will be reported to the customer service team who will try to improve even more.
We still welcome you among our most valuable customers and we really hope that someday you will give our boutique another chance.
Best Regards
Sugar Staff
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