Farfetch Questions & Answers

Hello Heather, Thank you so much for your question. When using Farfetch's return services, your return parcel is assigned a tracking number to ensure that we can monitor its location. If for some reason a parcel was lost after it was shipped, Farfetch would investigate the matter with DHL for more information. If the parcel was officially confirmed to be lost, we would process a refund as a courtesy to our customer. If your question is related to an order you are currently having an issue with, please feel free to send us an email at customeroutreach@farfetch.com with more details. If there is anything else that we can assist you with, please dont hesitate to get in touch. Warm Regards, Farfetch

Hello Andjela, Thank you so much for your question and we sincerely apologize for our delayed response. Please rest assured that the items on Farfetch.com are all 100% authentic and original. If your question is related to an order you are currently having an issue with, please feel free to send us an email at customeroutreach@farfetch.com with more details. If there is anything else that we can assist you with, please dont hesitate to get in touch. Warm Regards, Farfetch

Hello Eliza, Thank you for contacting Farfetch. We are sorry if your order status is not fully clear. We have located your contact information and will reach out to answer your question in a private message. For security purposes, we would strongly recommend removing the order number from your question, as this message is in a public forum. We always strive to protect all of your personal data. For immediate service, you may wish to contact us by telephone on +86 (0) 10 8405 4779. Warm Regards, Farfetch

Hello Suzanne, Thank you for your interest in our products and services. We can happily confirm that all of the items on www.farfetch.com are brand new, original designer pieces that include all appropriate accessories and authenticity cards, as applicable. For full details on the accessories included with a particular item, we invite you to make an inquiry with our Customer Care team. The one exception is our Vintage section. These pieces are previously worn but are guaranteed to be in pristine condition. You can even request additional images of Vintage items for your satisfaction, again by contacting Customer Care. We thank you for reach out and hope that this information is helpful. Should you have any further questions, please feel free to post another question, or to contact us directly on 213-550-3798 (US Customer Care), 44 (0) 20 3510 0670 (UK Customer Care) or via email on customeroutreach@farfetch.com. We are reachable 7 days a week and always enjoy hearing from you. Warm Regards, Farfetch

Hello Katerina, Thank you for taking the time to ask this very important question. Firstly, we are terribly sorry to hear that your item did not arrive in perfect condition, in keeping with our strict quality guidelines. On the bottom of every page of our web site is a link to a contact form: http://www.farfetch.com/pag1985.aspx This form allows you to submit any relevant photographs of the issue at hand, so that we may better understand your experience. We have already sent you a private message to obtain your order information, so that we may learn more about this occurrence. Again, we are sorry for any inconvenience and look forward to providing you a prompt and relevant resolution. Warmest Regards, Farfetch

Hello Julie, Thank you for taking the time to ask this very pertinent question. Returns can be generated online through your Farfetch account: - Go to www.farfetch.com and log in to your customer account - Click your name once it appears at the top right-hand side of the page - Click "My Orders and Returns", select the order you would like to return and follow the on-screen return process For domestic US returns, you will receive a UPS label to drop off the parcel. For international returns, you can book a DHL collection for your preferred date and time. To prepare your return shipment, pack the goods carefully, and please leave the box open so that DHL can confirm the contents. Print the shipping label. Place one commercial invoice inside the package, and give the other invoice and the shipping label to the DHL agent. We will pay for the return shipment. Please allow 7 to 10 days for your return and refund to be fully processed. You can also call us on +213-550-3798 or +44 (0) 20 3510 0670 for assistance with your return. We are always delighted to help you. Thank you for being a Farfetch customer. Warm Regards, Farfetch

Hi Cassie, Thank you for contacting Farfetch with this very relevant question. When you call to cancel your order, we simply stop the processing of the order in our system. This takes just a few moments for the Customer Care agent to perform. It takes 1 to 2 business days for the cancellation to be reflected on your Farfetch account, but the moment that you request the cancellation of an order in this stage, the order will be stopped from processing. If you cancel your order on the weekend, the cancellation will be taken into account, but will not reflect on your account until the next business day. We do hope that this information is helpful and remain available for any further support we can offer. For immediate assistance, you can also reach us by telephone on +213-550-3798 or+44 (0) 20 3510 0670. Warm Regards, Farfetch

Hi Mel, Thank you for contacting Farfetch for assistance with your order return. Here are the necessary steps to generate a free return collection: - Go to www.farfetch.com and log in to your customer account; - Click your name once it appears at the top right-hand side of the page; - Click "My Orders and Returns", select the order you would like to return and follow the on-screen return process; - You can book a DHL collection for your preferred date and time. Should you require any further support with your return collection, please send a private message or an email with your order details to customeroutreach@farfetch.com, and we will be delighted to provide assistance. Please include the best weekday and time frame (ex. 3 pm to 5 pm) for a DHL collection to be made. You may also reach our Customer Care line on +86 (0) 10 8405 4779 or +213-550-3798. I do hope that this information is helpful to you. Warm Regards, Farfetch

Hello Abraham, Thank you for your interest in Farfetch and our products. Farfetch works with a network of over 400 luxury boutiques around the world. All of the merchandise we sell is 100% authentic and is supplied directly from the brand houses to the boutiques in our network. All items will contain their original tags, serial numbers and other qualifying branding marks as authentication. All items include original designer packaging, when applicable. Scroll down to the bottom of each product page and you will see that there is a boutique behind every product. These are the leading prêt-à-porter retailers, each which their own history and aesthetic. Furthermore, should you ever wish to return an item, you have 14 days, beginning on the day you receive the merchandise. Returns are accepted on unused, unworn items still carrying all original tags. Thank you for your interest, and feel free to contact us again should you have any further questions. Warm Regards, Farfetch