HELP & CONTACT US

CONTACT FORM

OTHER ENQUIRIES

Press:

If you are a journalist and require images for editorial purposes, please email your requests to press@farfetch.com. Please note that we do not hold samples, however we may be able to put you in touch with our partner boutiques directly to obtain these.

Affiliates:

farfetch.com operates on an affiliate scheme. If you are interested in joining our program, please email us at affiliates@farfetch.com and include the name of the website and the URL. To find out more about our affiliate scheme, please click here.

Retail Partners:

Would you like to join farfetch.com as a retail partner? If so, please email retailpartners@farfetch.com with details of your boutique including a website address if you have one.

Jobs:

If you are interested in a career at farfetch.com, please visit our Careers page or email your CV to jobs@farfetch.com.

Buying:

Please note that farfetch.com operates as a marketplace for independent boutiques, therefore we do not have a buying department and we do not buy stock directly from brands.-->

HOW CAN I CONTACT YOU?

CONTACT FORM

CONTACT FORM

OTHER ENQUIRIES

Press:

If you are a journalist and require images for editorial purposes, please email your requests to press@farfetch.com. Please note that we do not hold samples, however we may be able to put you in touch with our partner boutiques directly to obtain these.

Affiliates:

farfetch.com operates on an affiliate scheme. If you are interested in joining our program, please email us at affiliates@farfetch.com and include the name of the website and the URL. To find out more about our affiliate scheme, please click here.

Retail Partners:

Would you like to join farfetch.com as a retail partner? If so, please email retailpartners@farfetch.com with details of your boutique including a website address if you have one.

Jobs:

If you are interested in a career at farfetch.com, please visit our Careers page or email your CV to jobs@farfetch.com.

Buying:

Please note that farfetch.com operates as a marketplace for independent boutiques, therefore we do not have a buying department and we do not buy stock directly from brands.

HOW CAN I CONTACT YOU?

You may find the answers to your queries in our frequently asked questions pages.

If you have any questions about your order or the farfetch.com website, our online team will be happy to help. If you are more comfortable contacting us in a language other than English, we can also reply to you in French, Italian, Spanish or Portuguese if you prefer.

Simply complete the form below including as much information as possible and we will respond to your query. The online team are available Monday to Friday between 9am-6pm (GMT). You are welcome to email us anytime and we will respond during our opening hours by email or by telephone if you indicated call preference and provided your phone number in your email.

CONTACT FORM

CONTACT FORM

OTHER ENQUIRIES

Press:

If you are a journalist and require images for editorial purposes, please email your requests to press@farfetch.com. Please note that we do not hold samples, however we may be able to put you in touch with our partner boutiques directly to obtain these.

Affiliates:

farfetch.com operates an affiliate scheme. If you are interested in joining our program, please email us at affiliates@farfetch.com and include the name of the website and the URL. To find out more about our affiliate scheme, please click here.

Retail Partners:

Would you like to join farfetch.com as a retail partner? If so, please email retailpartners@farfetch.com with details of your boutique including a website address if you have one.

Jobs:

If you are interested in a career at farfetch.com, please visit our Careers page or email your CV to jobs@farfetch.com.

Buying:

Please note that farfetch.com operates as a marketplace for independent boutiques, therefore we do not have a buying department and we do not buy stock directly from brands.

HOW TO SHOP

BOUTIQUES & PRODUCTS

farfetch.com is an online marketplace that unites a network of independent boutiques. As such, when shopping on farfetch.com, you are able to choose from a very wide selection of authentic designer pieces that are available in the best boutiques in the world, such as L'Eclaireur in Paris, Penelope and Tessabit in Italy, Feathers in London, Henrik Vibskov Boutique in Copenhagen, Anastasia and American Rag in California and Bblessing in New York.

Each boutique has a very individual and distinctive buying style, so when shopping at farfetch.com you have a rich selection of product to choose from, from emerging and niche labels or more luxurious and established designer names. You will find many items on farfetch.com that you will find nowhere else on the web.

We divide our labels into three departments: Luxe, Lab and Contemporary. These three departments each have a distinctive identity and host a range of different labels, allowing you to easily shop similar brands.

• Luxe is where you will find the high-end of the designer offering, such as Alexander McQueen and Givenchy.


• Lab is home to experimental and emerging labels. In Lab you will find designers such as b Store, Bless and Henrik Vibskov.


• Finally Contemporary features labels with a casual, urban attitude, including diffusion lines from the big fashion houses and premium denim brands. Shop Contemporary to discover brands such as J Brand and PRPS.

HOW TO FIND PRODUCTS

At farfetch.com you can shop in multiple ways. The easiest is to browse the site using the dropdown navigation menu at the top of the site, where you can get a quick overview and links to New In products, categories, designers and departments, by gender.

As you move through the site from there, use the more detailed filters on the left hand side of the page to narrow your search. If you know what you are looking for, use the search box at the top right of the site. And you can relocate to a different department using the links within the tool tip box on the right hand side of listing pages.

HOW TO ORDER & PAY

When you find an item you wish to purchase, simply select your size (there is a Size Help link for every item) and the quantity you wish to buy, then click the ADD TO BAG button. You can continue shopping and add more items to your bag, or you can proceed to CHECKOUT to purchase.

Our checkout process is quick and straightforward. No matter how many items you have in your shopping bag or how many boutiques they are sourced from, you only need to checkout once. We ship worldwide via DHL with services from UPS in selected countries. Please select shipping type as appropriate for each boutique you have purchased from. Proceed to Payment and select your payment method, we accept all major credit and debit cards as well as PayPal.

Once you have placed your order you will receive an email acknowledging receipt, before we initiate our validation process. Your order will be shipped directly from the boutiques to you.

BOUTIQUES & PRODUCTS

farfetch.com is an online marketplace that unites a network of independent boutiques. As such, when shopping on farfetch.com, you are able to choose from a very wide selection of authentic designer pieces that are available in the best boutiques in the world, such as L'Eclaireur in Paris, Penelope and Tessabit in Italy, Feathers in London, Henrik Vibskov Boutique in Copenhagen, Anastasia and American Rag in California and Bblessing in New York.

Each boutique has a very individual and distinctive buying style, so when shopping at farfetch.com you have a rich selection of product to choose from, from emerging and niche labels or more luxurious and established designer names. You will find many items on farfetch.com that you will find nowhere else on the web.

We divide our labels into three departments: Luxe, Lab and Contemporary. These three departments each have a distinctive identity and host a range of different labels, allowing you to easily shop similar brands.

• Luxe is where you will find the high-end of the designer offering, such as Alexander McQueen and Givenchy.


• Lab is home to experimental and emerging labels. In Lab you will find designers such as b Store, Bless and Henrik Vibskov.


• Finally Contemporary features labels with a casual, urban attitude, including diffusion lines from the big fashion houses and premium denim brands. Shop Contemporary to discover brands such as J Brand and PRPS.

HOW TO FIND PRODUCTS

At farfetch.com you can shop in multiple ways. The easiest is to browse the site using the dropdown navigation menu at the top of the site, where you can get a quick overview and links to New In products, categories, designers and departments, by gender.

As you move through the site from there, use the more detailed filters on the left hand side of the page to narrow your search. If you know what you are looking for, use the search box at the top right of the site. And you can relocate to a different department using the links within the tool tip box on the right hand side of listing pages.

HOW TO ORDER & PAY

When you find an item you wish to purchase, simply select your size (there is a Size Help link for every item) and the quantity you wish to buy, then click the ADD TO BAG button. You can continue shopping and add more items to your bag, or you can proceed to CHECKOUT to purchase.

Our checkout process is quick and straightforward. No matter how many items you have in your shopping bag or how many boutiques they are sourced from, you only need to checkout once. We ship worldwide via DHL with services from UPS in selected countries. Please select shipping type as appropriate for each boutique you have purchased from. Proceed to Payment and select your payment method, we accept all major credit and debit cards as well as PayPal.

Once you have placed your order you will receive an email acknowledging receipt, before we initiate our validation process. Your order will be shipped directly from the boutiques to you.

ORDERS & SHIPPING

ORDER TRACKING

When you place an order, you will receive an email acknowledging receipt of your order. Once we have verified your order and payment details and have approved your order for shipment, we will email you again to inform you of this.

In the unlikely event that we encounter a problem when processing your order, you will receive an email from us detailing the problem and possibly requesting further information.

All items are shipped from our boutiques, therefore if you have ordered items from more than one boutique, you will receive a delivery from each boutique separately.

You will receive regular updates on your order and delivery status by email, and you can also check the status in your My Account section through all stages from Order Placed, Payment OK, Order Ready to Go, Order Sent and finally Order Delivered. You can also go to www.dhl.com or www.ups.com anytime to view and monitor the status of your shipments, by inserting the tracking number supplied.

Shipping times will vary based on the service selected at checkout, please refer to our Shipping section for more information. Please note farfetch.com cannot take responsibility for any delays to orders due to customs clearance or payment transaction delays.

CANCELLATIONS

farfetch.com is happy to accept cancellations, 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 it if you wish. If you have not yet received an email confirming the order has been processed, you may still be able to cancel it.

Alternatively, you can contact our Customer Service team from Monday to Friday between 9am-6pm (GMT).

SHIPPING

Click on the links below for further information about our shipping services and details on how to make a return using our free collection service.

- Shipping Information
- Import duties and taxes

SHIPPING INFORMATION

We ship worldwide via DHL Express with services from UPS in selected countries. All services make deliveries between 9am-5pm Monday to Friday. Please note some services may not be available in all countries. Shipping is calculated at the checkout but to give you an idea of how much it will cost to ship an item to your address, simply choose your ship to location below.**

*Shipping price range is based on a box weighing from 1kg to 8kg, if your package is heavier than this it may incur an additional charge
**From time to time we offer promotional or trial shipping rates that will not be reflected in this table. For details on these rates, please refer to the promotional banners and communication.

Shipping times:

DHL Express

Most of Europe and the USA – delivery within 2-4 days*
Rest of the world – delivery from 3-7 days*

UPS Standard

Only available within Europe – delivery within 5-7 days*

UPS Express Saver

Most of Europe and the USA – delivery within 2-4 days*
Rest of the world – delivery from 3-7 days*

*Shipping times are to be used as a guide only and are based on time from order. farfetch.com cannot take responsibility for any delays to orders due to customs clearance or payment transaction delays.

DUTIES AND TAXES

CUSTOMERS IN USA, CANADA, UK, JAPAN, RUSSIA, SOUTH KOREA, AND GERMANY

We currently ship orders with import delivery duties paid to USA, Canada, UK, Japan, Russia, South Korea and Germany – this means all import duties are included in your order, so the price you see is the price you pay. You will not receive an additional duty bill from the courier to receive your shipment. If you are ordering from within your own customs zone or country, import duties will not be applicable anyway, however you may have to pay VAT or local Sales Taxes where applicable (for the UK and USA these are included at the checkout).

Customers in the Rest of the World

For customers in the Rest of the World, we ship orders with delivery duty unpaid. This means that import duties are excluded from the prices you see online and you may have to pay import duties upon receipt of your order or at a later date depending on your customs authority. You will not have to pay VAT or Sales Tax but there may be other local taxes that you may need to pay to receive your goods. If you are shipping from an EU store to an EU shipping address – you will not have to pay any duties at all.


We ship worldwide via DHL Express with services from UPS in selected countries. If you have any further questions please click here to submit an enquiry and one of our customer services representatives will get back to you.

SHIPPING TO RUSSIA

Please note: Customs authorities in Russia have recently tightened restrictions on import shipments to Russia. As a consequence, non-document shipments sent to private individuals now undergo extraordinary scrutiny leading to an increased number of customs holds and delays in delivery.

IMPORTANT INFORMATION FOR CUSTOMERS IN RUSSIA

• Currently we can only ship to addresses in Moscow and St Petersburg


• All items are shipped DDP – all duties and taxes are included in the checkout price.


• Unfortunately due to Russian regulations, farfetch.com will be unable to refund duties and taxes on shipments into Russia

RETURNS INFO FOR CUSTOMERS IN RUSSIA

Unfortunately returns are not possible for any jewellery (including costume jewellery) or fur goods. Returns of these goods cannot be accepted.

If your return shipment is valued < 1000 Euros;

• Please book with DHL here.


• When the English invoice have been issued please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 for support in creating Russian translations of the invoice that will be necessary to complete the return

If your return shipment is valued > 1000 Euros;

• Returns of any goods valued at >1000 Euros will require a fee of US$65 to be paid to Russian customs.


• Please contact DHL Russia local office Customer Service Call-Center by phone number +7 495 956 1001 so they can prepare a customs bill which you will pay in cash (US$65) when the return pickup takes place (when DHL pick up the goods)


• Customs bill should be requested one business day before pick-up date


• Once you have received your customs bill you can then book a pickup book with DHL.


• When the English invoice has been issued to you please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 to support in creating Russian translations of the invoice that will be necessary to complete the return

SHIPPING TO CHINA

Please note: In January 2011 regulations for importing goods into China changed slightly and this may affect you if you place an order for delivery into China. All importers and exporters in China are now required to register with Customs authorities for a Customs Registration number (CR Number). In order to clear you goods, you may be contacted by the shipper (DHL) and asked to provide this number - if you do not have one, the shipper will assist you in identifying a qualified import/export agent to help you import your order.

SHIPPING TO THE USA

For imports to US addresses (from European store purchases), please be aware that US customs may contact you asking you to provide them with your IRS, EIN or SSN number before enabling delivery to your address. You will have a one week window to provide this information. Click here for more details from US customs.


If you are looking for information on Returns or Refunds please click here

ORDER TRACKING

When you place an order, you will receive an email acknowledging receipt of your order. Once we have verified your order and payment details and have approved your order for shipment, we will email you again to inform you of this.

In the unlikely event that we encounter a problem when processing your order, you will receive an email from us detailing the problem and possibly requesting further information.

All items are shipped from our boutiques, therefore if you have ordered items from more than one boutique, you will receive a delivery from each boutique separately.

You will receive regular updates on your order and delivery status by email, and you can also check the status in your My Account section through all stages from Order Placed, Payment OK, Order Ready to Go, Order Sent and finally Order Delivered. You can also go to www.dhl.com or www.ups.com anytime to view and monitor the status of your shipments, by inserting the tracking number supplied.

Shipping times will vary based on the service selected at checkout, please refer to our Shipping section for more information. Please note farfetch.com cannot take responsibility for any delays to orders due to customs clearance or payment transaction delays.

CANCELLATIONS

farfetch.com is happy to accept cancellations, 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 it if you wish. If you have not yet received an email confirming the order has been processed, you may still be able to cancel it.

Alternatively, you can contact our Customer Service team from Monday to Friday between 9am-6pm (GMT).

SHIPPING

Click on the links below for further information about our shipping services and details on how to make a return using our free collection service.

- Shipping Information
- Import duties and taxes

SHIPPING INFORMATION

We ship worldwide via DHL Express with services from UPS in selected countries.All services make deliveries between 9am-5pm Monday to Friday. Please note some services may not be available in all countries. Shipping is calculated at the checkout but to give you an idea of how much it will cost to ship an item to your address, simply choose your ship to location below.**



*Shipping price range is based on a box weighing from 1kg to 8kg, if your package is heavier than this it may incur an additional charge
**From time to time we offer promotional or trial shipping rates that will not be reflected in this table. For details on these rates, please refer to the promotional banners and communication.

Shipping times:

DHL Express

Most of Europe and the USA – delivery within 2-4 days*
Rest of the world – delivery from 3-7 days*

UPS Standard

Only available within Europe – delivery within 5-7 days*

UPS Express Saver

Most of Europe and the USA – delivery within 2-4 days*
Rest of the world – delivery from 3-7 days*

*Shipping times are to be used as a guide only and are based on time from order. farfetch.com cannot take responsibility for any delays to orders due to customs clearance or payment transaction delays.

DUTIES AND TAXES

CUSTOMERS IN USA, CANADA, UK, JAPAN, RUSSIA,SOUTH KOREA AND GERMANY

We currently ship orders with import delivery duties paid to USA, Canada, UK, Japan, Russia, South Korea and Germany – this means all import duties are included in your order, so the price you see is the price you pay. You will not receive an additional duty bill from the courier to receive your shipment. If you are ordering from within your own customs zone or country, import duties will not be applicable anyway, however you may have to pay VAT or local Sales Taxes where applicable (for the UK and USA these are included at the checkout).

Customers in the Rest of the World

For customers in the Rest of the World, we ship orders with delivery duty unpaid. This means that import duties are excluded from the prices you see online and you may have to pay import duties upon receipt of your order or at a later date depending on your customs authority. You will not have to pay VAT or Sales Tax but there may be other local taxes that you may need to pay to receive your goods. If you are shipping from an EU store to an EU shipping address – you will not have to pay any duties at all.


We ship worldwide via DHL Express with services from UPS in selected countries. If you have any further questions please click here to submit an enquiry and one of our customer services representatives will get back to you.

SHIPPING TO RUSSIA

Please note: Customs authorities in Russia have recently tightened restrictions on import shipments to Russia. As a consequence, non-document shipments sent to private individuals now undergo extraordinary scrutiny leading to an increased number of customs holds and delays in delivery.

IMPORTANT INFORMATION FOR CUSTOMERS IN RUSSIA

• Currently we can only ship to addresses in Moscow and St Petersburg


• All items are shipped DDP – all duties and taxes are included in the checkout price.


• Unfortunately due to Russian regulations, farfetch.com will be unable to refund duties and taxes on shipments into Russia

RETURNS INFO FOR CUSTOMERS IN RUSSIA

Unfortunately returns are not possible for any jewellery (including costume jewellery) or fur goods. Returns of these goods cannot be accepted.

If your return shipment is valued < 1000 Euros;

• Please book with DHL here.


• When the English invoice have been issued please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 for support in creating Russian translations of the invoice that will be necessary to complete the return

If your return shipment is valued > 1000 Euros;

• Returns of any goods valued at >1000 Euros will require a fee of US$65 to be paid to Russian customs.


• Please contact DHL Russia local office Customer Service Call-Center by phone number +7 495 956 1001 so they can prepare a customs bill which you will pay in cash (US$65) when the return pickup takes place (when DHL pick up the goods)


• Customs bill should be requested one business day before pick-up date


• Once you have received your customs bill you can then book a pickup book with DHL.


• When the English invoice has been issued to you please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 to support in creating Russian translations of the invoice that will be necessary to complete the return

SHIPPING TO CHINA

Please note: In January 2011 regulations for importing goods into China changed slightly and this may affect you if you place an order for delivery into China. All importers and exporters in China are now required to register with Customs authorities for a Customs Registration number (CR Number). In order to clear you goods, you may be contacted by the shipper (DHL) and asked to provide this number - if you do not have one, the shipper will assist you in identifying a qualified import/export agent to help you import your order.

SHIPPING TO THE USA

For imports to US addresses (from European store purchases), please be aware that US customs may contact you asking you to provide them with your IRS, EIN or SSN number before enabling delivery to your address. You will have a one week window to provide this information. Click here for more details from US customs.


If you are looking for information on Returns or Refunds please click here

SHIPPING TO RUSSIA

Please note: Customs authorities in Russia have recently tightened restrictions on import shipments to Russia. As a consequence, non-document shipments sent to private individuals now undergo extraordinary scrutiny leading to an increased number of customs holds and delays in delivery.

IMPORTANT INFORMATION FOR CUSTOMERS IN RUSSIA

• Currently we can only ship to addresses in Moscow and St Petersburg


• All items are shipped DDP – all duties and taxes are included in the checkout price.


• Unfortunately due to Russian regulations, farfetch.com will be unable to refund duties and taxes on shipments into Russia

RETURNS INFO FOR CUSTOMERS IN RUSSIA

Unfortunately returns are not possible for any jewellery (including costume jewellery) or fur goods. Returns of these goods cannot be accepted.

If your return shipment is valued < 1000 Euros;

• Please book with DHL here.


• When the English invoice have been issued please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 for support in creating Russian translations of the invoice that will be necessary to complete the return

If your return shipment is valued > 1000 Euros;

• Returns of any goods valued at >1000 Euros will require a fee of US$65 to be paid to Russian customs.


• Please contact DHL Russia local office Customer Service Call-Center by phone number +7 495 956 1001 so they can prepare a customs bill which you will pay in cash (US$65) when the return pickup takes place (when DHL pick up the goods)


• Customs bill should be requested one business day before pick-up date


• Once you have received your customs bill you can then book a pickup book with DHL.


• When the English invoice has been issued to you please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 to support in creating Russian translations of the invoice that will be necessary to complete the return

RETURNS & REFUNDS

BOOK A FREE RETURNS PICK UP

farfetch.com offers all customers the opportunity to return their goods free of charge with our free collection service, which is simple and easy to use. Please note we can only collect returns from the same country that your order was delivered to.

To use this service, you will need to book your free returns pick up within 5 days of receiving your order (you will then be able to schedule your order to be picked up within 5 days, and returned to the store, free of charge).
To book a free returns pick up;

1. Sign in to farfetch.com and go to My Account
2. Under 'You orders' click on the 'Book a free returns pick up' link next to the order you want to return.
3. Select the items you would like to return and follow the steps to schedule a pick up time and address.

We will email you with your Returns Merchandise Authorisation (RMA) number plus confirmation of your collection time & address, a booking reference number and returns documents.

What happens next?

1. Print out the Air Way Bill and attach it to the outside of the parcel (there will be a label for each package plus an archive copy that you must give to the courier). Please print or save a copy of the Air Way Bill for your records – you can use this to track your return shipment.
2. If you have been provided with a Returns Invoice for Customs, please print them and enclose one inside the package and a signed copy on the outside of the package with the Air Way Bill.
3. Please do not seal your package until the driver has arrived to collect your return – as they need to check the package first

Please note: If you are returning items to multiple boutiques, you will need to request a return collection for each boutique. Simply visit the My Account section of the site to arrange additional collections

RETURNS POLICY

Returned items must conform to our returns policy:

• farfetch.com offers all customers the opportunity to return their goods free of charge with our free collection service
• To use the free returns collection service, you will need to book your free returns pick up within 5 days of receiving your order (you will then be able to schedule your order to be picked up within 5 days, and returned to the store, free of charge).
• Once your return has been received by the boutique and it complies with our returns policy, we will refund you by your original payment method.
• Please note we can only collect returns from the same country that your order was delivered to.
• If for some reason you have returned an item from a country other than your delivery country, please note that you might have to pay additional import duties for the return. We strongly advise that you do not do this and instead use our free returns collection service.
• We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging
• Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear & accessories must be returned in the original boxes provided and inside a protective shipping box.
• Hosiery must be returned in their unopened packages and lingerie must only be tried on over your own lingerie garments.
• We recommend you return the items in the original packaging to ensure the necessary protection when in transit.
• Returned items will be refunded excluding the cost of shipping when using our free collections service.

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 you can place a new order.

REFUNDS

Once your return has been received by the boutique and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the cost of shipping when using our free collections service.

EU DISTANCE SELLING REGULATIONS (DSR)

Customers in the EU have the right to cancel an order under the Consumer Protection Distance Selling Regulations 2000 (DSR), provided we receive written notice from you within seven working days of receipt of your order. If you choose to exercise this right, you must inform our customer services team in writing that you wish to cancel the contract for your entire order under the DSRs – please click here to contact our customer services team within seven working days of receipt of your order. Our customer services team will advise you of the next steps however you will be required to send the package back to us with at your own cost. The full value of your order including the original shipping costs will be refunded within 30 days of receipt of your cancelled order. If we do not receive the cancelled order we will arrange a collection from you at your cost. Please note that if you cancel your order using the DSR, you will be responsible for the full cost and arrangement of the return delivery of the item. This may include any additional import duties and taxes that are incurred as a result of your return. As these charges are your responsibility; you may wish to contact your chosen postal service provider to find out what you can expect to pay. If you would prefer to use our free return collection service as an alternative to using the DSR, please click here.

RETURNS INFO FOR CUSTOMERS IN RUSSIA

Unfortunately returns are not possible for any jewellery (including costume jewellery) or fur goods. Returns of these goods cannot be accepted.

If your return shipment is valued < 1000 Euros;

• Please book a return by logging into My Account, to use our free returns collection service with DHL.


• When the English invoice have been issued please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 for support in creating Russian translations of the invoice that will be necessary to complete the return

If your return shipment is valued > 1000 Euros;

• Returns of any goods valued at >1000 Euros will require a fee of US$65 to be paid to Russian customs.


• Please contact DHL Russia local office Customer Service Call-Center by phone number +7 495 956 1001 so they can prepare a customs bill which you will pay in cash (US$65) when the return pickup takes place (when DHL pick up the goods)


• The customs bill should be requested one business day before pick-up date


• Once you have received your customs bill you can then book a pickup book with DHL.


• When the English invoice has been issued to you please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 to support in creating Russian translations of the invoice that will be necessary to complete the return

Book a free returns pick up

farfetch.com offers all customers the opportunity to return their goods free of charge with our free collection service, which is simple and easy to use. Please note we can only collect returns from the same country that your order was delivered to.

To use this service, you will need to book your free returns pick up within 5 days of receiving your order (you will then be able to schedule your order to be picked up within 5 days, and returned to the store, free of charge).
To book a free returns pick up;

1. Sign in to farfetch.com and go to My Account
2. Under 'You orders' click on the 'Book a free returns pick up' link next to the order you want to return.
3. Select the items you would like to return and follow the steps to schedule a pick up time and address.

We will email you with your Returns Merchandise Authorisation (RMA) number plus confirmation of your collection time & address, a booking reference number and returns documents.

What happens next?

1. Print out the Air Way Bill and attach it to the outside of the parcel (there will be a label for each package plus an archive copy that you must give to the courier). Please print or save a copy of the Air Way Bill for your records – you can use this to track your return shipment.
2. If you have been provided with a Returns Invoice for Customs, please print them and enclose one inside the package and a signed copy on the outside of the package with the Air Way Bill.
3. Please do not seal your package until the driver has arrived to collect your return – as they need to check the package first

Please note: If you are returning items to multiple boutiques, you will need to request a return collection for each boutique. Simply visit the My Account section of the site to arrange additional collections

RETURNS POLICY

Returned items must conform to our returns policy:

• farfetch.com offers all customers the opportunity to return their goods free of charge with our free collection service
• To use the free returns collection service, you will need to book your free returns pick up within 5 days of receiving your order (you will then be able to schedule your order to be picked up within 5 days, and returned to the store, free of charge).
• Once your return has been received by the boutique and it complies with our returns policy, we will refund you by your original payment method.
• Please note we can only collect returns from the same country that your order was delivered to.
• If for some reason you have returned an item from a country other than your delivery country, please note that you might have to pay additional import duties for the return. We strongly advise that you do not do this and instead use our free returns collection service.
• We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging
• Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear & accessories must be returned in the original boxes provided and inside a protective shipping box.
• Hosiery must be returned in their unopened packages and lingerie must only be tried on over your own lingerie garments.
• We recommend you return the items in the original packaging to ensure the necessary protection when in transit.
• Returned items will be refunded excluding the cost of shipping when using our free collections service.

REFUNDS

Once your return has been received by the boutique and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the cost of shipping when using our free collections service.

RETURNS INFO FOR CUSTOMERS IN RUSSIA

Unfortunately returns are not possible for any jewellery (including costume jewellery) or fur goods. Returns of these goods cannot be accepted.

If your return shipment is valued < 1000 Euros;

• Please book a return by logging into My Account, to use our free returns collection service with DHL.


• When the English invoice have been issued please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 for support in creating Russian translations of the invoice that will be necessary to complete the return

If your return shipment is valued > 1000 Euros;

• Returns of any goods valued at >1000 Euros will require a fee of US$65 to be paid to Russian customs.


• Please contact DHL Russia local office Customer Service Call-Center by phone number +7 495 956 1001 so they can prepare a customs bill which you will pay in cash (US$65) when the return pickup takes place (when DHL pick up the goods)


• The customs bill should be requested one business day before pick-up date


• Once you have received your customs bill you can then book a pickup book with DHL.


• When the English invoice has been issued to you please contact DHL Russia on ru911@dhl.com or +7(495)9561000 ext 2811 to support in creating Russian translations of the invoice that will be necessary to complete the return

FREQUENTLY ASKED QUESTIONS

HOW TO SHOP FAQs

- Are all your brands legitimate?
- How do I make a purchase on the website?
- What payment methods does the website accept?
- Is it safe to use my credit card online at farfetch.com?
- Which currency can I buy in?
- How do I know my new item will fit me?
- How do I know which items are in stock?
- Will new brands be added to the website, if so, when?
- Are you going to have my size again?
- I have seen an item in one of your stores. Can I order it online?
- Can I make a special request on my order, for example to have an item altered to fit me?
- Can you reserve an item to buy later?
- Do you offer a personal shopping service?
- Will my personal information be kept private?

Are all your brands legitimate?

All our items are genuine and have been bought directly from the brands by our well-known and established boutiques worldwide.

How do I make a purchase on the website?

Before you start shopping, we recommend that you read our Terms and Conditions. Once you register on our website, you will be able to place an order. For full instructions on how to complete your order from selection to payment please click on our HOW TO ORDER & CHECKOUT link.

What payment methods does the website accept?

You can choose to pay by credit card or debit card on the first page of the site. farfetch.com accept: Visa, MasterCard, American Express, Delta, Visa Electron and Paypal. Some cards may require an authorization from the issuing bank. If you do not have a credit card you can use Paypal as a payment method by creating an account with them.

Is it safe to use my credit card online at farfetch.com?

We take security very seriously indeed, so your details will be safe with us. At farfetch.com all payments are made using the most advanced technological systems and coding methods. farfetch.com also supplies VeriSign certificates and ATW for your safety.

Which currency can I buy in?

The currency will be automatically set up as our site detects your location and it will be the currency displayed at the time of your purchase. Please note that $ always refers to US Dollars.

How do I know my new item will fit me?

When you are viewing a garment you can click on the size help link above the size buttons to view a size conversion chart. Simply cross-check these measurements with your own to ensure you have ordered the correct size. Alternatively, you can click on Size Help (place link here) in any shopping page on the left hand side size section. For a specific size or measurement query please contact our Customer Service team who will be happy to assist you. If the item doesn't fit you, you can always return it, please refer to our Returns policy.

How do I know which items are in stock?

All items shown on the website are in stock in the boutique. However, please note that putting an item in your shopping bag does not automatically reserve it for you, and that it can be purchased by another customer while you continue to shop for other items.

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

We are always on the lookout for new brands and stores to add to our site, and often conduct surveys to find out what our customers require.

Are you going to have my size again?

If your size is out of stock, you can click on 'is your size out of stock?' next to the item. If your size becomes available again, you will be informed by email accordingly.

I have seen an item in one of your stores. Can I order it online?

The stock online represents the stock in our boutiques. However, please contact our Customer Service team if you have a specific query.

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

Unfortunately we can't accept special requests on orders at this time.

Can you reserve an item to buy later?

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

Do you offer a personal shopping service?

Unfortunately we don't offer this service at present.

Will my personal information be kept private?

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. For further details check the farfetch.com Privacy Policy.

ORDERS & SHIPPING FAQs

- How will I know my order has been received?
- Can I cancel my order?
- When will I be charged?
- How much will I be charged for shipping?
- Will there be additional duties or taxes payable on my purchase?
- How do I track the delivery of my order?
- My order is incomplete, when will my remaining items be delivered?
- Why don't you have the item I ordered?
- How can I expect to receive the goods?
- Do you ship to my country?
- Can farfetch.com ship to more than one address in a single order?
- How long will it be before I receive my order?
- Do you deliver to PO Boxes?

How will I know my order has been received?

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

Can I cancel my order?

farfetch.com is happy to accept cancellations, 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 it if you wish. For instructions on how to do this, please refer to our Cancellations page.

When will I be charged?

If you have paid by debit card or Paypal, then usually payment will be taken immediately, and you will receive an email confirming your order once all details have been approved. When payment has been taken immediately, if there is a cancellation for any reason prior to order processing , we will fully refund you through your original payment method.

If you have paid by credit card, we usually only take payment from your card once your order is approved and ready for shipment. In any case, please be aware that your bank or card issuer will have likely reserved the money, meaning you can't use it for a short period. In these cases, if there is a cancellation for any reason prior to order processing, we will simply not capture your payment and cancel the transaction, and there will be no need to process a refund.

How much will I be charged for shipping?

Shipping costs will be calculated based on the size, weight and destination of your package. All shipments are processed by DHL Express or UPS, farfetch.com's partner carriers. You can check estimates by clicking here on Shipping Information. From time to time we offer promotional or trial shipping rates that will not be reflected in this table. For details on these rates, please refer to the promotional banners and communication.

Will there be additional duties or taxes payable on my purchase?

We currently ship orders with import delivery duties paid to USA, Canada, UK, Japan, Russia South Korea and Germany – this means the price you see if the price you pay. We ship to all other countries with import delivery duties unpaid – this means you may have to pay import duties upon receipt of your order or at a later date depending on your customs authority click here for more details.

How do I track the delivery of my order?

You will receive regular updates on your order and delivery status by email, and you can also check the status in your My Account section through all stages from Order Placed, Payment OK, Order Ready to Go, Order Sent and finally Order Delivered. You can also go to www.dhl.com or www.ups.com anytime to view and monitor the status of your shipments, by inserting the tracking number supplied.

My order is incomplete, when will my remaining items be delivered?

If you have ordered items from more than one boutique in your order, then the items will arrive in separate shipments from each boutique, and may not be delivered to you simultaneously. Please contact our Customer Service team who will be able to assist you.

Why don't you have the item I ordered?

We offer the most unique range of designer products on the web, which also means that quantities of each item in stock are very limited. We keep our web site stock synchronized with the store's stock, therefore if the item is shown on the web site it is because this item is available and in stock at the store. However, if the goods are sold in the store simultaneously to (or within minutes of) a web purchase it may happen that the stock information is inaccurate. Sorry, it was gone in a click!

How can I expect to receive the goods?

All orders will be delivered in farfetch.com packaging, which will aim to protect your goods and ensure that they reach you in perfect condition.

Do you ship to my country?

We ship worldwide using DHL Express and UPS.

Please note: Customs authorities in Russia have recently tightened restrictions on import shipments to Russia. As a consequence, non-document shipments sent to private individuals now undergo extraordinary scrutiny leading to an increased number of customs holds and delays in delivery.

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

We only ship one order to one single address. During the shopping processyou will be asked to choose one shipping address for your delivery. If youwould like to change your shipping address after you have placed your order,please request an address replacement by contacting us. Please note that itis not possible to change addresses to a different country.

How long will it be before I receive my order?

Once your order and payment details have been verified and approved, we will ship your order with the service you have selected. Please refer to our Shipping section for more information.

Do you deliver to PO Boxes?

At this moment we currently do not deliver to PO Boxes due to courier restrictions.

RETURNS & REFUNDS FAQs

- Can I return my order?
- How do I request a Returns Merchandise Authorisation (RMA) number?
- How do I book a free collection?
- I returned an item, when will I get my refund?
- My order was cancelled, when will I get a refund?
- When will my refund or cancellation value be in my account to spend again?
- Will custom duties, sales tax or VAT be refunded on a return?
- Can I exchange my item?

Can I return my order?

farfetch.com offers all customers the opportunity to return their goods free of charge with our free collection service, which is simple and easy to use.

To use this service, you will need to request a Returns Merchandise Authorisation (RMA) number within 5 days of receiving your order and book your free collection pick up within the next 5 days. To do this, follow the steps below;

How do I request a Returns Merchandise Authorisation (RMA) number?

Sign in at farfetch.com and under My Account, and click the Returns tab. Then select the relevant order and choose the items you wish to return - we can refund you via your original payment method. You will then be provided with an RMA number to book your free collection. Please refer to our Returns and Refunds section for full instructions on returns.

How do I book a free collection?

Once you have received your Returns Merchandise Autorisation (RMA) number, please ensure you book your collection pick up within 5 days of receiving it – you will have the opportunity to make your booking online straight away. We will email you with confirmation of your chosen collection time, collection address, a booking reference and returns documents, which you can also print straight away. Please refer to our Returns and Refunds section for full instructions on returns.

I returned an item, when will I get my refund?

Once your return has been received by the boutique and it complies with our Returns Policy, we will refund you for the item returned by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the cost of shipping when using our free collections service.

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

If a cancellation is made prior to order processing, and we have confirmed your order has been cancelled by email, then we will fully refund you through your original payment method depending on whether we already took payment from your account or not.

We usually take immediate payment from your account if you paid by debit card or Paypal, in this case if we have confirmed a cancellation of order, we will process a refund swiftly.

If we have not taken payment from your account yet (usually when you pay by credit card), but the payment is only reserved by your bank or card issuer, then we will simply cancel the transaction, and your bank or card issuer will make the money available for you to spend again.

When will my refund or cancellation value be in my account to spend again?

We endeavour to process refunds or transaction cancellations on our end swiftly, and will inform you of such actions by email. However, please note your bank or card issuer can take up to 14 working days to process depending on your bank.

Will custom duties, sales tax or VAT be refunded on a return?

If you are a customer in USA, Canada, UK, Japan, Russia South Korea and Germany, you will be refunded the cost of your order including any sales tax and import duties that were applicable at the time of your purchase but excluding the original shipping cost.

Customers in Rest of the World will be refunded the cost of your order including any VAT or sales tax that was applicable at the time of your purchase but excluding the original shopping cost and any import duties incurred to receive your order. You may be able to recover import duties for returned items by contacting your local customs bureau directly.

Can I exchange my item?

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

HOW TO SHOP FAQs

- Are all your brands legitimate?
- How do I make a purchase on the website?
- What payment methods does the website accept?
- Is it safe to use my credit card online at farfetch.com?
- Which currency can I buy in?
- How do I know my new item will fit me?
- How do I know which items are in stock?
- Will new brands be added to the website, if so, when?
- Are you going to have my size again?
- I have seen an item in one of your stores. Can I order it online?
- Can I make a special request on my order, for example to have an item altered to fit me?
- Can you reserve an item to buy later?
- Do you offer a personal shopping service?
- Will my personal information be kept private?

Are all your brands legitimate?

All our items are genuine and have been bought directly from the brands by our well-known and established boutiques worldwide.

How do I make a purchase on the website?

Before you start shopping, we recommend that you read our Terms and Conditions. Once you register on our website, you will be able to place an order. For full instructions on how to complete your order from selection to payment please click on our HOW TO ORDER & CHECKOUT link.

What payment methods does the website accept?

You can choose to pay by credit card or debit card on the first page of the site. farfetch.com accept: Visa, MasterCard, American Express, Delta, Visa Electron and Paypal. Some cards may require an authorization from the issuing bank. If you do not have a credit card you can use Paypal as a payment method by creating an account with them.

Is it safe to use my credit card online at farfetch.com?

We take security very seriously indeed, so your details will be safe with us. At farfetch.com all payments are made using the most advanced technological systems and coding methods. farfetch.com also supplies VeriSign certificates and ATW for your safety.

Which currency can I buy in?

The currency will be automatically set up as our site detects your location and it will be the currency displayed at the time of your purchase. Please note that $ always refers to US Dollars.

How do I know my new item will fit me?

When you are viewing a garment you can click on the size help link above the size buttons to view a size conversion chart. Simply cross-check these measurements with your own to ensure you have ordered the correct size. Alternatively, you can click on Size Help (place link here) in any shopping page on the left hand side size section. For a specific size or measurement query please contact our Customer Service team who will be happy to assist you. If the item doesn't fit you, you can always return it, please refer to our Returns policy.

How do I know which items are in stock?

All items shown on the website are in stock in the boutique. However, please note that putting an item in your shopping bag does not automatically reserve it for you, and that it can be purchased by another customer while you continue to shop for other items.

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

We are always on the lookout for new brands and stores to add to our site, and often conduct surveys to find out what our customers require.

Are you going to have my size again?

If your size is out of stock, you can click on 'is your size out of stock?' next to the item. If your size becomes available again, you will be informed by email accordingly.

I have seen an item in one of your stores. Can I order it online?

The stock online represents the stock in our boutiques. However, please contact our Customer Service team if you have a specific query.

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

Unfortunately we can't accept special requests on orders at this time.

Can you reserve an item to buy later?

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

Do you offer a personal shopping service?

Unfortunately we don't offer this service at present.

Will my personal information be kept private?

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. For further details check the farfetch.com Privacy Policy.

ORDERS & SHIPPING FAQs

- How will I know my order has been received?
- Can I cancel my order?
- When will I be charged?
- How much will I be charged for shipping?
- Will there be additional duties or taxes payable on my purchase?
- How do I track the delivery of my order?
- My order is incomplete, when will my remaining items be delivered?
- Why don't you have the item I ordered?
- How can I expect to receive the goods?
- Do you ship to my country?
- Can farfetch.com ship to more than one address in a single order?
- How long will it be before I receive my order?
- Do you deliver to PO Boxes?

How will I know my order has been received?

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

Can I cancel my order?

farfetch.com is happy to accept cancellations, 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 it if you wish. For instructions on how to do this, please refer to our Cancellations page.

When will I be charged?

If you have paid by debit card or Paypal, then usually payment will be taken immediately, and you will receive an email confirming your order once all details have been approved. When payment has been taken immediately, if there is a cancellation for any reason prior to order processing , we will fully refund you through your original payment method.

If you have paid by credit card, we usually only take payment from your card once your order is approved and ready for shipment. In any case, please be aware that your bank or card issuer will have likely reserved the money, meaning you can't use it for a short period. In these cases, if there is a cancellation for any reason prior to order processing, we will simply not capture your payment and cancel the transaction, and there will be no need to process a refund.

How much will I be charged for shipping?

Shipping costs will be calculated based on the size, weight and destination of your package. All shipments are processed by DHL Express or UPS, farfetch.com's partner carriers. You can check estimates by clicking here on Shipping Information. From time to time we offer promotional or trial shipping rates that will not be reflected in this table. For details on these rates, please refer to the promotional banners and communication.

Will there be additional duties or taxes payable on my purchase?

We currently ship orders with import delivery duties paid to USA, Australia, Canada, UK, Japan, Russia and Germany – this means the price you see if the price you pay. We ship to all other countries with import delivery duties unpaid – this means you may have to pay import duties upon receipt of your order or at a later date depending on your customs authority click here for more details.

How do I track the delivery of my order?

You will receive regular updates on your order and delivery status by email, and you can also check the status in your My Account section through all stages from Order Placed, Payment OK, Order Ready to Go, Order Sent and finally Order Delivered. You can also go to www.dhl.com or www.ups.com anytime to view and monitor the status of your shipments, by inserting the tracking number supplied.

My order is incomplete, when will my remaining items be delivered?

If you have ordered items from more than one boutique in your order, then the items will arrive in separate shipments from each boutique, and may not be delivered to you simultaneously. Please contact our Customer Service team who will be able to assist you.

Why don't you have the item I ordered?

We offer the most unique range of designer products on the web, which also means that quantities of each item in stock are very limited. We keep our web site stock synchronized with the store's stock, therefore if the item is shown on the web site it is because this item is available and in stock at the store. However, if the goods are sold in the store simultaneously to (or within minutes of) a web purchase it may happen that the stock information is inaccurate. Sorry, it was gone in a click!

How can I expect to receive the goods?

All orders will be delivered in farfetch.com packaging, which will aim to protect your goods and ensure that they reach you in perfect condition.

Do you ship to my country?

We ship worldwide using DHL Express and UPS.

Please note: Customs authorities in Russia have recently tightened restrictions on import shipments to Russia. As a consequence, non-document shipments sent to private individuals now undergo extraordinary scrutiny leading to an increased number of customs holds and delays in delivery.

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

We only ship one order to one single address. During the shopping processyou will be asked to choose one shipping address for your delivery. If youwould like to change your shipping address after you have placed your order,please request an address replacement by contacting us. Please note that itis not possible to change addresses to a different country.

How long will it be before I receive my order?

Once your order and payment details have been verified and approved, we will ship your order with the service you have selected. Please refer to our Shipping section for more information.

Do you deliver to PO Boxes?

At this moment we currently do not deliver to PO Boxes due to courier restrictions.

RETURNS & REFUNDS FAQs

- Can I return my order?
- How do I request a Returns Merchandise Authorisation (RMA) number?
- How do I book a free collection?
- I returned an item, when will I get my refund?
- My order was cancelled, when will I get a refund?
- When will my refund or cancellation value be in my account to spend again?
- Will custom duties, sales tax or VAT be refunded on a return?
- Can I exchange my item?
- EU Distance Selling Regulations (DSR)

Can I return my order?

farfetch.com offers all customers the opportunity to return their goods free of charge with our free collection service, which is simple and easy to use.

To use this service, you will need to request a Returns Merchandise Authorisation (RMA) number within 5 days of receiving your order and book your free collection pick up within the next 5 days. To do this, follow the steps below;

How do I request a Returns Merchandise Authorisation (RMA) number?

Sign in at farfetch.com and under My Account, and click the Returns tab. Then select the relevant order and choose the items you wish to return - we can refund you via your original payment method. You will then be provided with an RMA number to book your free collection. Please refer to our Returns and Refunds section for full instructions on returns.

How do I book a free collection?

Once you have received your Returns Merchandise Autorisation (RMA) number, please ensure you book your collection pick up within 5 days of receiving it – you will have the opportunity to make your booking online straight away. We will email you with confirmation of your chosen collection time, collection address, a booking reference and returns documents, which you can also print straight away. Please refer to our Returns and Refunds section for full instructions on returns.

I returned an item, when will I get my refund?

Once your return has been received by the boutique and it complies with our Returns Policy, we will refund you for the item returned by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the cost of shipping when using our free collections service.

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

If a cancellation is made prior to order processing, and we have confirmed your order has been cancelled by email, then we will fully refund you through your original payment method depending on whether we already took payment from your account or not.

We usually take immediate payment from your account if you paid by debit card or Paypal, in this case if we have confirmed a cancellation of order, we will process a refund swiftly.

If we have not taken payment from your account yet (usually when you pay by credit card), but the payment is only reserved by your bank or card issuer, then we will simply cancel the transaction, and your bank or card issuer will make the money available for you to spend again.

When will my refund or cancellation value be in my account to spend again?

We endeavour to process refunds or transaction cancellations on our end swiftly, and will inform you of such actions by email. However, please note your bank or card issuer can take up to 14 working days to process depending on your bank.

Will custom duties, sales tax or VAT be refunded on a return?

If you are a customer in USA, Australia, Canada, UK, Japan, Russia and Germany, you will be refunded the cost of your order including any sales tax and import duties that were applicable at the time of your purchase but excluding the original shipping cost.

Customers in Rest of the World will be refunded the cost of your order including any VAT or sales tax that was applicable at the time of your purchase but excluding the original shopping cost and any import duties incurred to receive your order. You may be able to recover import duties for returned items by contacting your local customs bureau directly.

Can I exchange my item?

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

EU Distance Selling Regulations (DSR)

Customers in the EU have the right to cancel an order under the Consumer Protection Distance Selling Regulations 2000 (DSR), provided we receive written notice from you within seven working days of receipt of your order.   If you choose to exercise this right, you must inform our customer services team in writing that you wish to cancel the contract for your entire order under the DSRs – please click here to contact our customer services team within seven working days of receipt of your order. Our customer services team will advise you of the next steps however you will be required to send the package back to us with at your own cost. The full value of your order including the original shipping costs will be refunded within 30 days of receipt of your cancelled order. If we do not receive the cancelled order we will arrange a collection from you at your cost.   Please note that if you cancel your order using the DSR, you will be responsible for the full cost and arrangement of the return delivery of the item.  This may include any additional import duties and taxes that are incurred as a result of your return. As these charges are your responsibility; you may wish to contact your chosen postal service provider to find out what you can expect to pay.   If you would prefer to use our free return collection service as an alternative to using the DSR, please click here.

TERMS AND CONDITIONS

INTRODUCTION AND ACCEPTANCE OF TERMS

This Website is operated by:

FARFETCH.COM LIMITED
Harella House, 2nd Floor, 90-98 Goswell Road, London EC1V 7DF,UK

Company No. 06400760

Access to and use of this website (hereinafter, the "Website") and the products and services available through this Website ("Services") are subject to the following terms, conditions and notices (the "Terms of Service") as well as to the documents referred to below.

When you access to or use this Web Site and/or buy via this Web Site you are agreeing to all of the Terms of Service, as may be updated by us from time to time. Therefore please read these Terms and Conditions carefully because by accessing and ordering a product, you agree to be bound by same Terms and Conditions.

Access to this Website is permitted on a temporary basis and it does not include any possible commercial use of this Website and of its contents, as well as any reproduction, duplication, copy and/or exploitation for any commercial purposes without express written consent of farfetch.com Limited. We reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this Website.

When you visit this Website and/or submit an order, you are communicating with us electronically and you agree that all agreements, notices, disclosures and other communications that we send to you electronically satisfy any legal requirement that same communications be in writing.

This Website accepts no responsibility for 3rd party's websites to which it may link to. Moreover these Terms and Conditions do not regulate the supply of services and/or products performed by third parties that appear on this Website through links, banners or other hypertext links, therefore under no circumstance farfetch.com shall be deemed liable for services and/or products directly supplied by such third parties.

- Privacy policy
- Our services and business policy
- Your conduct
- Intellectual property, software and content
- Orders, prices and payment
- Returns Policy
- Disclaimer of liability
- Linking to this website
- Indemnity
- Variation
- Severability
- Complaints
- Waiver
- Governing law and jurisdiction
- Entire agreement
- Ethical sourcing policy
- Force majeure

Privacy policy

Our privacy policy, which sets out how we will use your information, can be found at Privacy. By using this Website, you consent to the processing described therein and warrant that all data provided by you is accurate.

Our services and business policy

Through this Website you are able to search and buy products of a number of retailers and brands.

farfetch.com Limited is not directly a party of the transaction between you and sellers (i.e. the retailer and/or the brand of the ordered product), but only act to facilitate the contact between the buyer and the seller and to perform some ancillary service such as receiving payments on behalf of the seller and providing customer service. As a consequence farfetch.com Limited has no control over the quality, safety, morality or legality of the products. In any case, on this Website we do not offer for sale flawed products or product of lower quality than the corresponding market standards. In case the quality of the product do not correspond to such standards, you can return it to us according to the relevant provisions of the Returns Policy, as described in the Returns and Refunds section.

farfetch.com Limited attempts to be as accurate as possible in the description of the products. However farfetch.com Limited does not warrant that such a description is totally accurate, complete, reliable and error-free. In case the product ordered by you is not as described, you can return it to us according to the relevant provisions of the Returns Policy, as described in the Returns and Refunds section.

farfetch.com Limited requests all sellers using this Website to create reasonable business policies which comply with farfetch.com Limited's business policies.

Your conduct

In order to use the Services made available by the Website you must be over 18 years of age.

You must not use the Website in any way that causes, or is likely to cause, the Website or access to it to be interrupted, damaged or impaired in any way.
You understand that you, and not our Website, are responsible for all electronic communications and content sent from your computer to us and you must use the Website for lawful purposes only.

You must not use the Website for any of the following:

• for fraudulent purposes, or in connection with a criminal offence or other unlawful activity;
• to send, use or reuse any material that is (i) illegal, offensive, abusive, indecent, defamatory, obscene or menacing, and/or (ii) in breach of copyright, trademark, confidence, privacy or any other right, and/or (iii) otherwise injurious to third parties, and/or (iv) objectionable, and/or (v) which consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any "spam";
• to cause annoyance, inconvenience or needless anxiety.

Breaching this provision would constitute a criminal offence under the Computer Misuse Act 1990. farfetch.com, in compliance with any enforceable law or public order, will report any such breach to the relevant law enforcement authorities and disclose your identity to them.

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.

Breaching this provision would constitute a criminal offence under the Computer Misuse Act 1990. farfetch.com, in compliance with any enforceable law or public order, will report any such breach to the relevant law enforcement authorities and disclose your identity to them.

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.

Intellectual property, software and content

All content included on the Website, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations and software is the exclusive property of farfetch.com Limited, its affiliates or its content suppliers and is protected by international copyright laws as well as by any relevant national law concerning copyright, authors rights and database right laws. The compilation of all content on this website is the exclusive property of farfetch.com Limited and its affiliates and is protected by United Kingdom and international copyright and database right laws. All software used on this website is the property of farfetch.com Limited, our affiliates or our software suppliers and is protected by international copyright and authors' rights laws.

It is therefore understood that all intellectual property rights – including, without limitation, all copyrights, database rights, rights in trademarks (except for what specifically provided hereinafter), rights in designs, rights in know-how and, in case, rights in patents and inventions as well as all other intellectual or industrial property rights – concerning any information, content, materials, data or processes contained in the Website belong to farfetch.com Limited, its affiliates and/or its content suppliers. All such intellectual property rights of farfetch.com Limited, its affiliates and/or its content suppliers are hereby reserved.

You may not systematically extract and/or re-utilise parts of the contents of the website without farfetch.com Limited's express written consent. In particular, you may not utilise any data mining, robots, or similar data gathering and extraction tools to extract (whether once or many times) for re-utilisation of any substantial parts of this website, without farfetch.com Limited's express written consent. You also may not create and/or publish your own database that features substantial (eg our prices and product listings) parts of this website without farfetch.com Limited's express written consent.

Except where expressly stated to the contrary, all persons (including their names and images), third party trademarks and images of third party products, services and/or locations featured on this Website are in no way associated, linked or affiliated with farfetch.com Limited and you should not rely on the existence of such a connection or affiliation. Any trademarks/names featured on this Website are owned by the respective trade mark owners. Where a trade mark or brand name is referred to, it is used solely to describe or identify the products and/or services and it is in no way an assertion that such products or services are provided with the endorsement of the respective brand owner.

Orders, prices and payment

By placing an order you are offering to purchase a product from the respective seller (and not directly from farfetch.com. which only act as a market where sellers and buyers meet), on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.

Dispatch times may vary according to availability and there are no guarantees as to delivery times. The ordered products will be delivered to you directly by the seller, so that there can be multiple deliveries if different sellers are involved in your order. In order to use the Services made available by the Website you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us. We retains the right to refuse any request made by you.

Our Website permits you to check any errors before sending your order to us. If your order is accepted we will inform you by email and we will confirm the identity of the seller, i.e. the party which you have contracted with and the one which will directly ship and invoice the ordered goods to you.

When placing an order you undertake that all details you provide to us are true and accurate, that you are over 18 years and are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes. However, in case the final price is 20% (or more) higher than the price shown on the Website, you will have the right to cancel the order, please follow this link to "Cancellations".

(a) Formation of the Contract
When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement for information purposes only and will not constitute acceptance of your order. A contract between the seller and you will not be formed until we send you confirmation by a further e-mail – indicating the identity of the seller - that the goods which you ordered have been dispatched to you. Only those goods listed in the latter confirmation e-mail sent at the time of dispatch will be included in the formed contract.

(b) Pricing and Availability
Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

All prices are inclusive of VAT. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.

Currently, the prices you see on farfetch.com exclude the cost of shipping and import duties except for customers shopping in the USA and Canada where prices are inclusive of import duties. Depending on your delivery address there may be different taxation rules. If you are shipping items from a boutique outside of your territory, you may need to pay import duties upon receipt of your item. More information is available through this link to "Duties and Taxes" section.

We cannot confirm the prices indicated on the Website until your order is submitted to us. In any case, we do not charge your credit or debit card until your order has been actually confirmed by us, according to the following point (c)

(c) Payment

Upon receiving your order we carry out a standard pre-authorisation check on your payment card. Goods will not be dispatched until this pre-authorisation check has been completed. For information on when your payment will be debited from your account please read "When will I be charged?" in our FAQs section.

Once we have verified your order and payment details and have approved your order for shipment, we will email you again to inform you of this. In the unlikely event that we encounter a problem when processing your order, you will receive an email from us detailing the problem and possibly requesting further information.

We reserve the right not to accept your order in the event, for example, if we are unable to obtain authorization for payment, if shipping restrictions apply to a particular item, if the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or if you do not meet the eligibility criteria.

(d) Archival
farfetch.com will archive a copy of your contract with the seller in its files, and you will able to retrieve a copy by communicating your data and those of the order.

Returns Policy

To view our returns policy please read our Returns and Refunds.

Disclaimer of liability

The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law, farfetch.com Limited and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website or the Linked Sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise. This does not affect farfetch.com Limited's liability for death or personal injury arising from its negligence, nor for fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability which cannot be excluded or limited under applicable law.

Linking to this website

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link from any website that is not owned by you.

This Website must not be framed on any other site, nor may you create a link to any part of this Website other than the home page. We reserve the right to withdraw linking permission without notice.

Indemnity

You agree to indemnify, defend and hold harmless farfetch.com Limited, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use of this Website or your breach of the Terms of Service.

Variation

farfetch.com Limited shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the Services and/or any page of this Website.

Severability

If any part of the Terms of Service is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of the Terms of Service will not be affected, all other clauses remaining in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly. Alternatively, you agree that the clause shall be rectified and interpreted in such a way that closely resembles the original meaning of the clause /sub-clause as is permitted by law.

Complaints

We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.

Waiver

If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
It is therefore understood that our lack of action in case of your breach of the present conditions, may not be construed in any case as a waiver of our right of action.

Governing law and jurisdiction

These Terms and Conditions are to be construed in accordance with the laws of England and in the event of any dispute or claim associated with these Terms and Conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the English courts.

Entire agreement

The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and farfetch.com Limited. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director of farfetch.com Limited.

Ethical sourcing policy

As a reputable and trusted business committed to offering its customers high quality products, farfetch.com Limited recognizes its obligation to ensure that suppliers are operating ethically. We expect our suppliers to consistently provide an environment which protects their employees' health and safety and basic human rights. All suppliers are expected to comply with their national employment laws and regulations with particular regard to:

• Minimum age of employment
• Freely chosen employment
• Health and safety
• Freedom of association and the right to collective bargaining
• No discrimination
• No harsh or inhumane treatment
• Working hours
• Rates of pay
• Terms of employment

farfetch.com Limited will never knowingly source stock from countries which are in breach of the above principles. We also look to our suppliers to instill these principles when dealing with their own supplier base. Because of the sometimes complex nature of our suppliers' supply chain, it is not always possible to monitor and control the conditions of each individual involved in the production of our products. However, as farfetch.com Limited continues to grow it recognizes the importance of being proactive and doing everything within its power to support the rights of those involved in the manufacture of its goods.

Force majeure

If farfetch.com Limited is prevented or delayed (directly or indirectly) from making delivery of the Products or any portion of the Products on the agreed date of delivery or from otherwise performing this or any part of this agreement by reason of act(s) of God, war, embargo, riot(s), strike(s), lock-out(s), trade dispute(s), fire(s), break-down, inclement weather, interruption of transport, Government action, delay in delivery to farfetch.com Limited of any goods or materials or by any cause whatsoever (whether or not of like nature to those specified above) in each case outside such farfetch.com Limited's control («force majeure»), neither party hereto shall be under any liability whatsoever to the other party by reason of such event.

Privacy Policy

About farfetch.com?

farfetch.com is a company registered in England and Wales (Company No. 06400760), whose registered office address is 26 Grosvenor Street, Mayfair, W1K 4QW, London, United Kingdom. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

The following information is provided to allow our online visitors to be fully informed of our Privacy Policies. By visiting farfetch.com, you are accepting and consenting to the practices described in this Privacy Policy and the Terms and Conditions.

This Privacy Policy does not apply to websites maintained by other companies or organizations to which we link with and farfetch.com is not responsible for any personal information you submit to third parties via our website. Please ensure that you read the Privacy Policy of such other companies or organizations before submitting your details.

The personal data we collect about you and how it is used

farfetch.com recognises the concern of our customers regarding privacy of information. All information you give to farfetch.com is stored securely, and is not accessible to other users. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

Rest assured that any information you give to farfetch.com will not be distributed to any other 3rd party company outside of the farfetch.com group or its partners.

We collect information about you to allow us to process orders and to provide you with a personalised shopping experience as well as keep you up to date with useful information about farfetch.com, its products and services.

The type of information we will collect about you includes:

Name
Address
Phone number
Email address
Date of birth
Gender

Please note we do not keep your credit card details on file. We use third party providers including Worldpay and Paypal to process payments, and only these entities see your credit card details. We ask for your telephone number to allow us to process your order and to let you know the status of your order. This number may be given to our courier for delivery services in order for us to keep you informed.

Accessing your personal information

We will endeavour to keep the information we hold accurate and up to date. You can check the information that we hold about you by emailing us, if you wish to do so please visit our Help & Contact pages. If you find any inaccuracies we will delete or correct it promptly.

Communication & marketing

When you register with farfetch.com we will send you email communications to keep you updated with our products and services. You can opt-out of these emails at any time via the Unsubscribe link on the email. If you place an order, we will also e-mail you updates on the status of your order.

We do not sell or otherwise pass your details to third parties for marketing purposes. Marketing communications you subscribe to will only be sent by farfetch.com.

Cookies

farfetch.com relies on the use of cookies to process orders. Whilst you do not need to allow your browser to accept cookies in order to browse much of our website, you must have cookies enabled if you wish to shop or register at farfetch.com.

Cookies are small pieces of information sent by a web server to a web browser, which allows the server to uniquely identify the browser on each page. farfetch.com uses cookies to keep track of how regularly you come to our website, what you look at on our site and what is in your shopping basket. Cookies enable us to provide the best possible service to you by helping us make the shopping experience on farfetch.com as simple as possible and to show content most relevant to your preferences. You are always free to decline our cookies if your browser permits, although in that case you may not be able to place an order on our website.

Security

farfetch.com takes reasonable care to maintain appropriate safeguards to ensure the security, integrity and privacy of the information you have provided us with. We use a Secure Socket Layer (SSL) encryption to help protect the personal information you send us during the order process.

Contact us

If you have any enquiries or wish to contact farfetch.com, please visit the Help & Contact Us section.

Updates to this policy

This privacy policy was last updated in July 2011. Please check back regularly to keep informed of updates to this privacy policy.

About farfetch.com?

farfetch.com is a company registered in England and Wales (Company No. 06400760), whose registered office address is 26 Grosvenor Street, Mayfair, W1K 4QW, London, United Kingdom. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

The following information is provided to allow our online visitors to be fully informed of our Privacy Policies. By visiting farfetch.com, you are accepting and consenting to the practices described in this Privacy Policy and the Terms and Conditions.

This Privacy Policy does not apply to websites maintained by other companies or organizations to which we link with and farfetch.com is not responsible for any personal information you submit to third parties via our website. Please ensure that you read the Privacy Policy of such other companies or organizations before submitting your details.

The personal data we collect about you and how it is used

farfetch.com recognises the concern of our customers regarding privacy of information. All information you give to farfetch.com is stored securely, and is not accessible to other users. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

Rest assured that any information you give to farfetch.com will not be distributed to any other 3rd party company outside of the farfetch.com group or its partners.

We collect information about you to allow us to process orders and to provide you with a personalised shopping experience as well as keep you up to date with useful information about farfetch.com, its products and services.

The type of information we will collect about you includes:

Name
Address
Phone number
Email address
Date of birth
Gender

Please note we do not keep your credit card details on file. We use third party providers including Worldpay and Paypal to process payments, and only these entities see your credit card details. We ask for your telephone number to allow us to process your order and to let you know the status of your order. This number may be given to our courier for delivery services in order for us to keep you informed.

Accessing your personal information

We will endeavour to keep the information we hold accurate and up to date. You can check the information that we hold about you by emailing us, if you wish to do so please visit our Help & Contact pages. If you find any inaccuracies we will delete or correct it promptly.

Communication & marketing

When you register with farfetch.com we will send you email communications to keep you updated with our products and services. You can opt-out of these emails at any time via the Unsubscribe link on the email. If you place an order, we will also e-mail you updates on the status of your order.

We do not sell or otherwise pass your details to third parties for marketing purposes. Marketing communications you subscribe to will only be sent by farfetch.com.

Cookies

farfetch.com relies on the use of cookies to process orders. Whilst you do not need to allow your browser to accept cookies in order to browse much of our website, you must have cookies enabled if you wish to shop or register at farfetch.com.

Cookies are small pieces of information sent by a web server to a web browser, which allows the server to uniquely identify the browser on each page. farfetch.com uses cookies to keep track of how regularly you come to our website, what you look at on our site and what is in your shopping basket. Cookies enable us to provide the best possible service to you by helping us make the shopping experience on farfetch.com as simple as possible and to show content most relevant to your preferences. You are always free to decline our cookies if your browser permits, although in that case you may not be able to place an order on our website.

Security

farfetch.com takes reasonable care to maintain appropriate safeguards to ensure the security, integrity and privacy of the information you have provided us with. We use a Secure Socket Layer (SSL) encryption to help protect the personal information you send us during the order process.

Contact us

If you have any enquiries or wish to contact farfetch.com, please visit the Help & Contact Us section.

Updates to this policy

This privacy policy was last updated in May 2013. Please check back regularly to keep informed of updates to this privacy policy.