France B.

I'm writing a review to help other customers like me, who may be concerned about returns and refunds. I got a bit worried after I placed an order with Farfetch for two Zanellato bags, knowing from the beginning that I would only keep one of the two, and then I found the comments from frustrated customers about their horrible return experience. I thought I may have a problem with returning, but that was not the case. However, I agree that the process is not entirely straightforward. Here's the deets. My order came from Italy to the US in two days, from two different boutiques. The bags were packaged carefully (one of them was placed in a very tight box and could have been packaged better. But that's a small detail, and the orders were fulfilled correctly and quickly). The bags were in perfect condition, in their dustbag. After I decided which one to keep, I set up the return via their website. The DHL courier showed up on time, and the bag went on its way. Now, I should point out that the Farfetch website did not update the progress of my return for several days after my return was picked up. It listed it as in progress, but not even "collected." That was slightly concerning, but thanks to DHL tracking I knew that the bag was moving along, and after two days I saw that it was successfully delivered. Here is what Farfetch does not tell you: The return process involves two steps. The customer will send the package to a sorting facility in the UK, and then the returns are dispatched from the Farfetch UK warehouse to their final destination. The only slight problem is that the customer does not know the tracking number for the second leg of the journey. I did contact customer service after my order was received in the UK, because the system did not list any update at all about this return. Happily, I received a reply within 24 hours, confirming that my return had indeed arrived to the UK warehouse, had been shipped on to Italy, and had arrived at the original boutique. The CS explained about this two step dispatch system. A few hours later I received emails from Farfetch confirming my return and my refund. All in all, my return was picked up on 1/17 and I got the confirmation email about the return/refund on 1/21. In sum: the system works well, but it could be improved in terms of letting the customer know that things are moving along. I found customer service perfectly responsive and I feel much better about ordering from Farfetch in the future. I hope this helps other people!