We accept returns within 14 days, starting from the day your order was delivered.
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 box when returned
• When trying on footwear, please do not 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 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
• Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you
• 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
Please be careful 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.
Customers are liable for any returns made at their own expense, which do not use our standard return service. If returning from a country different from the country in which the order was received, customers must bear the return costs and be liable for the return. This excludes orders in which an incorrect item was received or was damaged, or faulty.
To create a better shopping experience for our customers, we offer a flexible returns policy. We monitor the number of returns and reserve the right to close your FARFETCH account or restrict future orders if your return behaviour is in breach of our Returns Policy. Read our Terms & Conditions here.
Cancelling an order under the Consumer Contracts Regulation
Depending on where you live, you can also choose to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) 2013 Regulations (CCRs). If you would like to cancel your order, you must notify us of your wish to cancel within 14 days from the date your order arrived using one of the methods set out below. Once you notify us, you will be responsible for the cost and arrangement of returning the items to the FARFETCH brand or partner boutique you ordered from.
For more information on cancelling an order under the Consumer Contracts Regulation (CCRs), view our Terms & Conditions.
To cancel a contract, you must inform us, preferably:
• By telephone on 8000320327, giving us your name, address and order reference; or
• By completing and returning this cancelation form to the address specified in the form.
REFUNDS
Once your return has been received by our brand or partner boutique, it can take up to 6 calendar days to process. When your return has been accepted, your refund will be processed to your original payment method, excluding any delivery costs. Refunds can take up to 14 days to show in your account, depending on your payment provider.
If you're eligible, we may be able to process your refund as FARFETCH credit if you prefer. Once processed, it will show in your FARFETCH account to use the next time you shop with us.
To track the return of your package, use the Waybill Number from the Waybill Doc included in your order. Or check the status of your return by going to Orders & Returns in your account. If you placed your order as a guest and want to track your return, enter your guest order details here.
Refunds in cryptocurrency
If you have used cryptocurrency to pay for your order, once your return has been accepted by our brand or partner boutique, your refund will be processed by TripleA in the original cryptocurrency at the current exchange rate. Our payment provider, TripleA will use the email address you provided at checkout and email you as soon as your refund has been processed.
To claim your refund, you'll need to email TripleA with the following information:
Once you've provided the requested information, your refund will be processed by Triple A and they will send you a confirmation email. You'll need to claim your refund from TripleA within 30 days of being emailed.
When a refund is successfully claimed by you, the crypto should return to your wallet within the same business day, depending on how congested blockchain is. If you need any help, please contact TripleA's Customer Service team on support@triple-a.io
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 as soon as possible.
We'll arrange a return and process a full refund for the faulty item.
