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FAQs

Brexit

Will prices on FARFETCH increase?

We will always offer you the best price available to your destination at the time of purchase. To view the most accurate prices, select your delivery destination at the top left corner of our site.

Will my order be delayed because of Brexit?

If you placed an order after 29 December 2020, and your item is shipped from a partner in the United Kingdom, there may be some slight delays. Don't worry — we'll get in touch if there are any changes to your order. We're working closely with our community of boutiques, brands and delivery partners to get your order to you as soon as possible. When your order is on its way, you'll receive a confirmation email.

How can I check the orders I placed before Brexit?

To check your order history, head to 'Orders & Returns' in your account. If you placed an order as a guest, contact our Customer Service team.

Do I need any additional documents to return an item after Brexit?

Yes — orders to and from the United Kingdom will need a return invoice. You should've received the updated document but, if you need to reprint it, just head to 'Orders & Returns' in your account. If you placed an order as a guest, click here — you'll need to provide your order reference and email address.

I've returned my order. What happens if it's delayed?

You may experience some unexpected delays if your return is on its way to one of our European partners. You can follow the progress of your package with our delivery partner using the tracking number assigned to your returns label. As soon as it's accepted by our partner we will send an email to confirm your refund. Just to let you know, from 19 December 2020, new return documents will be needed to return your package. They will be available in 'Orders & Returns' if you have an account, or if you placed an order as a guest click here.

Will you still offer a free returns service?

Our free return service will still be available to all our customers.

How much will I be charged for shipping?

This varies depending on the size, weight and destination of your chosen items, and the cost will appear at the checkout. The good news is we offer One Shipping Fee for orders above a certain threshold – this means you can purchase multiple pieces from multiple locations for one fee.

My order has been shipped from outside of Europe. Will I have to pay any additional charges?

We will notify you during the checkout process if import duties are included or whether you may have to pay additional charges to receive your item. You may need to pay duties and sales tax directly to our delivery partners to release your order from customs upon arrival. FARFETCH has no control over these charges and so can't advise on their amount.

After Brexit, do I need to pay taxes and duties when I place an order?

FARFETCH ships to the following destinations on a DDP (Delivery Duties Paid) basis:

European Union, The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic Of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Thailand, U.A.E, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR, The Canary Islands and Bahrain.

This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

If a DAP (Delivery At Place) destination is selected, the price you pay to FARFETCH will exclude all relevant import duties and sales taxes. As the recipient, you'll need to instead pay these directly to our carrier to release your order from customs upon arrival.

For US customers, your purchases may be subject to sales or use tax, unless your state does not impose the tax or your purchase is exempt from the tax. FARFETCH may charge and collect sales tax on these purchases. If sales tax is not collected, states may require customers to report taxable purchases (including internet purchases) where sales tax was not paid and pay use tax on those purchases. Your refund will include any taxes and duties you paid in the original purchase price.

For more details, please contact your local customs office/respective tax authority or view our Duties and Taxes information.

If I'm returning my order, will the duties I originally paid be refunded?

Yes, your refund will include any taxes and duties you paid in the original purchase price. We’ll refund this to your original payment method, excluding any shipping costs and sales tax. Refunds can take up to 14 days, depending on your payment provider. For more info, head to Returns & Refunds.

How to shop & place an order

Do I need an account to place an order?

No, all you need is an email address. We recommend that you register for an account to start adding pieces to your Wishlist, but, you can also place and track orders as a guest and sign up at a time that suits you.

I have forgotten my password: what should I do?

Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive FARFETCH email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can then manage your email preferences under ‘My Account’.

How do I place an order on your site?

It's easy! Here’s how:

  1. Choose a category or designer from the top navigation menu or search to explore a specific style or trend.

  2. Select your desired piece and click ‘Add to bag’. Once you've added all items, it's time to checkout under ‘Summary’.

  3. Sign in to your account or, if you've not yet created one, proceed via guest checkout.

  4. Enter your address, payment method and delivery details to complete your order. That's it – we'll confirm the order and it will be carefully prepared and shipped to you, with updates every step of the way.

Can I place an order over the phone?

Sure! Our friendly Customer Service Advisors are happy to assist you with this.

Where can I find size & fit advice?

Click on ‘Size Guide’ on the item’s page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size & Fit’ tab.

Can I cancel my FARFETCH order or make changes to it?

Yes, you might be able to cancel some items before we prepare your order. Just head to 'Orders & Returns', or click here if you placed an order as a guest. We can't add items to an existing order, but you can place a new order for any additional pieces. You can find more info in our Return & Refunds Policy.

FARFETCH pricing & payment

Why is FARFETCH pricing special?

It's down to our unique business model. At FARFETCH, you are shopping pieces from our luxury brands and partners worldwide, expertly curated for you by our team. Prices are determined by each FARFETCH partner, so the price of the same item may vary depending on where it's coming from and your location. That's also why placing an item in your shopping bag or Wishlist won't reserve it at a particular price.

Although we don’t have any control over price variation, we will always offer you the best price available to your destination at the time of purchase. To view the most accurate prices, select your delivery destination at the top left corner of our site.

Please note: Placing an item in your shopping bag or wishlist does not reserve it at a particular price.

Which currencies can I shop in?

This is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.

When will my card be charged?

If you pay by debit card or PayPal, FARFETCH will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, but your bank or card issuer may reserve the order amount in your account immediately.

What payment methods do you accept?

  • Visa
  • MasterCard
  • Maestro
  • American Express
  • Discover
  • Diners
  • JCB
  • JDpay (only available to China Mainland)
  • PayPal
  • Apple Pay
  • AfterPay (only available to Australia)
  • Alipay (only available to United States, Canada, China Mainland, Hong Kong SAR and Macau SAR)
  • HB Pay (only available to China Mainland and Hong Kong)
  • Klarna (only available to US, UK, Germany, Austria and Switzerland)
  • WeChat (only available in China Mainland, Hong Kong and Macau)
  • UnionPay (only available to Canada, China Mainland, Taiwan Region, Hong Kong SAR and Macau SAR)
  • iDEAL (only available to The Netherlands)
  • Sofortbanking/ Klarna Pay Now (only available to Germany, Austria, Switzerland and Belgium)
  • Boleto (only available to Brazil)

We only accept installments as payment in Brazil.

For your safety, security checks are taken on all payments made to us at the time of purchase.

Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the FARFETCH Privacy Policy.

Product availability & authenticity

Are you going to have my size again?

You can be the first to know! To be notified if a sold-out item becomes available again, click on 'Size Unavailable?' on the item’s page, select the size you need, and then enter your email address.

Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don't offer reservations.

Are FARFETCH items guaranteed authentic?

100%. Our offering is expertly curated by the best luxury fashion retailers around the globe and our retailers guarantee all items are authentic.

How will my order be packaged?

Your order will be carefully packaged in a protective FARFETCH box — with branded dust bags if provided by the designer — to ensure it arrives to you in great condition.

Shipping, taxes & duties

What does Climate Conscious Delivery mean?

As of April 1 2020, we’re investing in global environmental projects to balance out the carbon impact of every single delivery and return we make. Head to our Climate Conscious Delivery page for more information.

How much will I be charged for shipping?

This varies depending on the size, weight and destination of your chosen items, and the cost will appear at the checkout. The good news is we offer One Shipping Fee for orders above a certain threshold – this means you can purchase multiple pieces from multiple locations for one fee.

Find out more about One Shipping Fee.

I didn't receive my invoice with my order. Where can I find it? We're creating a more sustainable shopping experience. To reduce waste, invoices have been removed from FARFETCH orders. Download your digital invoice by signing in to your FARFETCH account on the website. If you placed an order as a guest, click here.

Do you offer same day delivery?

We offer a same day delivery service in some of the world’s major cities – including Berlin, London, Manchester, Paris, Los Angeles, New York, Miami, Milan, Rome, Barcelona, Madrid, Hong Kong SAR, Dubai and Shanghai — when you shop from a FARFETCH partner in that city. Simply order before 11am to receive delivery that same day, and after 11am for the next business day. Need more information? It's here.

Can I collect my order?

You may be able to collect your order from a convenient location near you. Select Click & Collect at checkout to view your options. If available, we'll confirm when your package is sent and then ready for collection.

When will I receive my item and how can I track delivery?

Once your order is confirmed, we'll dispatch it within 2 business days. Delivery takes 2-7 business days, depending on your location and chosen shipping method. If you ordered from multiple FARFETCH partners, your items will arrive separately and you'll receive separate delivery notifications.

Tracking information and an estimated delivery date will be provided. You can also follow its journey by heading to 'My Orders' in your account. Opted for guest checkout? Track your FARFETCH order status here.

Will I need to pay taxes and duties?

FARFETCH ships to the following destinations on a DDP (Delivery Duties Paid) basis:

European Union, The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic Of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Thailand, U.A.E, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR, The Canary Islands and Bahrain.

This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

If a DAP (Delivery At Place) destination is selected, the price you pay to FARFETCH will exclude all relevant import duties and sales taxes. As the recipient, you'll need to instead pay these directly to our carrier to release your order from customs upon arrival.

For US customers, your purchases may be subject to sales or use tax, unless your state does not impose the tax or your purchase is exempt from the tax. FARFETCH may charge and collect sales tax on these purchases. If sales tax is not collected, states may require customers to report taxable purchases (including internet purchases) where sales tax was not paid and pay use tax on those purchases. Your refund will include any taxes and duties you paid in the original purchase price.

For more details, please contact your local customs office/respective tax authority or view our ‘Duties and Taxes’ information.

Why can't certain items be shipped to me?

While FARFETCH ships internationally, the brands on our site can determine where their pieces are distributed — so some may not be available to purchase in all regions. A selection of beauty products and exotic items may also be restricted by local customs in the country you are shipping to. Need to know more? Contact us.

Returns & refunds

What is FARFETCH’s returns policy?

We offer a full refund (excluding delivery costs) on any items returned to us within 14 days of the delivery date, and provide a free collection service for all returns for your convenience. To create a return, go to Orders & Returns in your account, or if you checked out as a guest click here.

It's best to book your collection within 7 days of delivery — this is to ensure your package arrives within the required time frame. We are unable to process exchanges, and all returned pieces must be unworn, undamaged and unused, with all tags attached with its original packaging. You can find more info on returning an order in our Returns & Refunds Policy.

How do I book a free collection or return in store?

To request a return, go to Orders & Returns if you have an account, or if you placed an order as a guest click here.

For our complimentary collection service, select 'By courier' and choose a collection date. We'll then send you a confirmation email with the next steps. You can also reschedule your collection in Orders & Returns.

If you would prefer to drop off your return, select 'In-store' instead. Prepare your package with any original documents and take it to your chosen location along with your return confirmation email. Returns shipped within the US can be conveniently dropped off at any UPS or Fedex store.

I want to return my order but I need my invoice for customs clearance. Will it still be included in my order?

Yes - invoices for customs clearance will still be included in your FARFETCH order. When you're preparing your return, you'll need to include the Return Note outside the FARFETCH package.

How do I return my item?

Here's what you need to do:

  1. Go to Orders & Returns if you have an account.

  2. Find the order you want to return and click return item(s).

  3. Select each item and your reason for returning.

  4. Place each item you're returning with any designer boxes or cases that came with your order inside the FARFETCH packaging.

  5. Prepare your package by attaching your Return Label and Return Note to the outside of your FARFETCH packaging. Make sure the Return Label is visible as this will need to be scanned by the courier.

  6. Give the Waybill Doc to the courier. To track the return of your order, make a note of the Waybill Number.

We recommend you ask the courier to scan your package when they collect your return. This will make sure your return is tracked.

Make sure returns from different partner boutiques are packaged separately and that the correct Return Label is attached to the outside of each FARFETCH package.

How do I package my item for return?

Simply follow these steps to prepare your item:

  1. Place any unwanted items with any designer boxes or cases that came with your order inside the protective FARFETCH packaging.

  2. Attach the Return Label and a signed copy of the Return Note to the outside of the FARFETCH packaging. Please do not attach any labels to the designer box or cases that came with your order.

If you're returning to multiple locations, please pack the items separately for each of our partners, with a corresponding Return Label attached to the outside of each package.

Find out more about preparing your package for a return here.

Does my order need to be returned in the FARFETCH package it arrived in?

We recommend returning your item in the FARFETCH package provided, but if you're unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and designer boxes.

Will the courier collect multiple packages?

Yes — your courier may be able to collect multiple packages. If you're returning items to multiple FARFETCH partners, you'll still need to request a separate collection for each package in your account. If you placed your order as a guest click here.

When will I receive my refund?

Refunds are processed via the original payment method and will normally appear within 10 business days, depending on your payment provider.

You can follow the progress of your package with our courier using the tracking number assigned to your Returns Label. As soon as it's accepted by our partner we will send an email to confirm your refund.

Remember to check your return meets the conditions of our Returns & Refunds Policy.

Will shipping & duties be refunded on return?

While we offer free returns for all orders, the original delivery cost won’t be included in your refund. If you have shipped an order to a DAP (Delivery At Place) destination, taxes and duties are non-refundable through FARFETCH. You may be able to recover these by contacting your local customs office directly. If you have shipped an order to a DDP (Delivery Duties Paid) destination, taxes and duties are refundable through FARFETCH.

Can I return my customised item?

We are unable to accept returns as customised pieces are created to your specification and taste.

Pre-order

What does pre-order mean?

You can get early access to next season's most wanted pieces before they're released.

When will my pre-order item arrive?

As soon as your item has been released and is ready to be shipped, you'll receive an email with the estimated delivery date.

When do I have to pay?

Pre-order items require full payment at checkout.

Can I cancel a pre-order?

Some of our partners allow you to cancel an item before we prepare your order.

To cancel your order:

  1. Go to Orders & Returns if you have an account, or if you placed an order as a guest click here – you'll need to provide your order reference and email address.

  2. Select the items you want to cancel and your reason for cancellation.

  3. We'll email you confirmation of your cancelled order.

If your order has already been prepared, we can't cancel your order — but we do offer a Free Returns service.

Can I change my delivery address?

Simply head to Order Details in your FARFETCH account, to check if you can change your address. You may not be able to if your item has already been shipped.

Are pre-order items refundable?

Yes, just make sure items meet the conditions of our Returns Policy.

Will pre-order items be shipped with my other orders?

No, they will be delivered separately according to the expected release date.

Is there a limit on purchasing pre-order items?

There may be order limits on some pre-order items. This is so everyone has a chance to get the pieces they love.

Size & Fit

Where can I find size conversion charts?

View our size conversion charts by selecting Size Guide, which you can find above the select size menu, on the product information page.

How can I get a better understanding on how a piece will fit?

Go to the product information page and select the Size & Fit tab to view the size, fit, cut and model measurements. You can find the material composition and care instructions on The Details tab.

What's the difference between size, fit, cut and material?

The size of an item refers to the designer size on the label, fit describes how the item will fit on the body, cut is the silhouette and the material describes what the item is made from. To find this information, go to the product information page and view The Details and Size & Fit tab.

Why do designer sizes vary?

International sizes are slightly different when converted and some designers fit larger or smaller than others. That's why we provide specific information for each item. If you have any questions, contact our global Customer Service team.

What if my item doesn't fit?

If your item doesn't fit, you can return it with our free returns service. If you'd like to place another order, you can do this online or contact our global Customer Service team.

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