Returns & Refunds
RETURNS POLICY & PROCESS
Shopping for gifts? Good news: we’re pleased to offer an extended returns period for purchases made during the holiday season. This applies to all orders placed between 23rd November and 18th December 2018.
You’ll need to use our free returns collection service to take advantage of this. Here’s how:
- Log in to ‘My Account’ by 3rd January 2019 to request a return
- Schedule your returns pick-up by 9th January 2019
Please ensure your return complies with our policy. Once it has been received, we will refund you via your original payment method, which can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded in full excluding the cost of shipping, when using our free collections service.
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.
Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
When trying on footwear, please take care not to mark the soles or damage the shoe box.
If an item has a Farfetch security tag or brand tag attached, it must be returned with the tag in its original position.
Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product 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.
Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
If you processed your order through guest checkout please contact our friendly Customer Service to start your return. To return or cancel an item that has been made to your specifications, please view our ‘Customised Items’ section below for further information.
Free Returns Pick Up
We are pleased to offer a free returns collection service to all customers for any purchases that meet our Returns Policy.
Your returned item must arrive at the Farfetch partner boutique or brand it was ordered from no later than 14 days after your delivery date. We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it arrives at the relevant Farfetch partner’s location within 14 days.
To book a free returns pick-up:
Go to 'My Orders & Returns' in your Farfetch account and select your order
Choose a return ‘By courier’ and select the item(s) for return
Confirm your pick up address and a convenient collection time
We will send you a collection confirmation email with all the details you’ll need to complete the return. If you are returning items to multiple Farfetch partners, please request a separate collection for each one under ‘My Orders & Returns’.
Please note: We can only offer a free returns pick up from the same country your order was delivered to.
What happens next?
Prepare your package with the returns documents enclosed in your order. Here’s how:
Attach the Return Label, and a signed Return Note if you received one, to the outside of your Farfetch box.
Place any unwanted items with all original packaging inside the Farfetch box and leave it open for the courier to check the contents.
Keep a copy of the Return Label, as you can check the delivery status of your parcel with our carrier using the tracking number provided.
Returns with Click & Collect
Our Click & Collect service gives you the flexibility to collect and return your online orders at a participating Farfetch partner or, depending on your location, a Doddle location near you. Simply select the ‘In-store’ option when creating a return in your Farfetch account and prepare your package with the documents included with your order. Take the return to your chosen location, along with our returns confirmation email, and we will do the rest.
Further information can be found in our Click & Collect section.
Cancelling an order
Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you choose this option we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost and arrangement of returning the item(s) to the Farfetch partner(s) you ordered from.
Please view our Terms & Conditions for further information on cancelling an order under the CCRs or contact our Customer Service Advisors for assistance.
Once your return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under ‘Orders & Returns’.
If you choose, we can issue your refund as Farfetch credit; the amount will effortlessly apply at checkout the next time you shop with us.
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. We will arrange a return and process a full refund for the defective item.
CUSTOMISED & VINTAGE ITEMS
Due to the nature of customised orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customised pieces were damaged or faulty when delivered to you.
Pre-worn goods sold at Farfetch, such as Vintage pieces, have undergone rigorous inspection prior to sale to guarantee their quality, precision and authenticity. As such, these valuable and timeless pieces should be treated with great care as with new items, and returned in the same condition in which they were received.
If any of your purchases arrive in a flawed or faulty condition, or without Farfetch and designer tags attached, please contact Customer Service for assistance with your return.