Returns and refunds
Step 1 - Free Return Collection Service
At FARFETCH, we offer a "Free Return Collection Service", which allows you to return your items within 30 days of the date of arrival of the product. However, we recommend that you book a collection within 7 days of the arrival of your order so that it will be accepted by the seller during the returnable period.
Step 2 - Return Policy
Please check the following before you proceed with your return. If the conditions are not met, our Partners may not accept the return.
Step 3 - Return and Pick up the Reservation
1. Please log on in to "My Account" and book the collection from "Orders & Returns".
* If you are returning to multiple boutiques, you will need to book them separately.
2. Place the items you wish to return inside the box, attach the sales invoice and the label to the outside, ensuring both are visible and can be handled by the carriers.
We accept returns within 30 days, starting when your order was delivered.
Return rules:
Check if the product meets the deadline.
IMPORTANT: Requests received after this deadline will not be accepted
Returned items must comply with our returns policy:
• Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
• Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you
• Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned
• If an item has a FARFETCH security tag or brand tag attached, it must be returned with the tag in its original position
• Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged packaging where applicable
• Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
• Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it
• Made-to-order items cannot be returned as they have been created to your specification unless the item arrives damaged or faulty when delivered to you
Before returning your product, please check if it meets the rules detailed in the RETURN POLICY.
If so, follow these steps:
- Access your FARFETCH account through the "Sign in/I'm new here" field and log in with your email and password;
- Click on your name at the top of the screen, and choose "My Account". Next, you will see the "My Orders and Returns" option. Select the product you want to return and click "Return this item".
You will receive an email confirming the return. If the product can be collected, two attempts will be made within three working days of your request. If the product is not available for pick-up at the time of collection, this will be cancelled and shipping will be possible only in contact with customer service, in case it is on the return period.
IMPORTANT: You will receive the completed courier form. Please provide a signature in the marked field to have your product returned.
Place the items you wish to return inside the box, attach the sales invoice and the label to the outside, ensuring both are visible and can be handled by the carriers.
FARFETCH will collect the item(s) at your delivered address.
FARFETCH will analyze the conditions of the returned product within 72 working hours of receipt. If the item does not meet the criteria mentioned above, the website is exempt from accepting the return and the product will be sent back to the delivery address.
Refund to your Farfetch account
Note: this section is not applicable to you if you are located in Japan, South Korea, Taiwan, Hong Kong, Macau, Australia or India.
To improve your shopping experience with us, when you request a return through your Farfetch account, you may have the option to select to receive a refund to your Farfetch account for use on your next purchase on Farfetch. The refund amount visible in your Farfetch account will automatically be applied to your next purchase on the Website, subject to an expiry date of 5 years starting from the date your return is accepted (see rules on expiry date below).
FARFETCH is authorised (as agent on behalf of our Partners) to offer you the option to receive your refund to your Farfetch account. If you select this option, and your return is accepted by the Partner, FARFETCH (acting in accordance with its authorisations of its Partners) will apply this to your next purchase on the Website. By selecting to receive your refund to your Farfetch account, you acknowledge that you have exchanged your right to receive a refund from the Partner.
Please note that:
● Refund to your Farfetch account will expire 5 years from the date the return is accepted, as shown in your Farfetch account. If you do not place an order before the specified expiry date, the refund amount will no longer be available to use in a future purchase.
● FARFETCH will automatically apply all visible amounts to your next purchase on the Website, where such purchase is made before the specified expiry date. If the value of your purchase is lower than what is visible in your Farfetch account, the difference shall remain in your account and shall be used on your next purchase on the Website.
● Refund to your Farfetch account cannot be redeemed, converted to cash, withdrawn or transferred to anyone else. FARFETCH reserves the right to expire any refunds to your Farfetch account at its discretion if the return involved fraudulent activity, or due to fraudulent activity on your account.
Faulty items
If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our global Customer Service team as soon as possible
We'll liaise with the Partner, and if applicable, arrange for the return of the faulty product. You may have the option to select a full refund to your original method of payment, or a refund to your Farfetch account, where available (which will be subject to the terms specified above in "Refund to your Farfetch account" section.
Due to the nature of custom orders - and the fact that they are created especially for you - as well as the personal use of protective masks, we are unable to accept returns unless the items are damaged or faulty when delivered to you.
Tell us what you think
Was this content helpful?