Refund Policy: Get Your Money Back from Farfetch (2026)

Farfetch operates as a marketplace connecting buyers with luxury boutiques worldwide. That setup matters because refund outcomes can vary slightly depending on the individual seller. That said, Farfetch does enforce a platform-wide return standard that most sellers must follow.

Farfetch explicitly excludes certain items from their return policy. If your order falls into one of these categories, a refund is unlikely regardless of the reason.

• Customized or personalized items (monogrammed bags, engraved jewelry, made-to-order pieces)
• Swimwear and lingerie where the hygiene seal has been removed or broken
• Items that have been worn, washed, or altered in any way after delivery
• Items missing original tags or packaging at the time of return
• Beauty and fragrance products that have been opened or used
• Items returned outside the 14-day window without prior authorization from Farfetch support

One thing worth noting: a few Trustpilot reviewers have reported being denied refunds on items they claim were never worn, citing missing tags as the reason. Take photos before you even try anything on. Seriously.

Farfetch does not have physical retail stores, so all returns go through their online system. Here is how the options break down:

The online portal is the fastest route for straightforward returns. The return portal timed out on me once mid-process, so save your return reference number the second it appears on screen. Do not skip that step.

For damaged or incorrect items, contacting support directly tends to move faster than the standard portal flow. Some users on Reddit have noted that live chat gets a quicker response than email, sometimes by several days.

If the standard portal is not working or you are dealing with a defective item, a direct email can move things along. Here is a template that is polite but firm.

Subject: Refund Request for Order #[ORDER-NUMBER], Defective Item Received

Hi Farfetch Support,

I am writing about Order #[ORDER-NUMBER], placed on [ORDER-DATE] and received on [DELIVERY-DATE]. The item I received, [ITEM NAME], arrived with [describe the defect or issue clearly, e.g., a broken zipper, visible staining, wrong size]. This is not what I paid for.

This has been genuinely inconvenient. I purchased this item for [brief reason, e.g., an upcoming event] and now I am left without it and out $[AMOUNT].

I am requesting a full refund to my original payment method and a prepaid return label sent to my email address on file.

If I do not receive a response within 48 hours, I will file a dispute with my credit card provider and submit a formal complaint to the Better Business Bureau.

I have attached photos of the item, the defect, and the original packaging for your reference.

Thanks, [YOUR FULL NAME] [EMAIL ADDRESS ON ACCOUNT] [ORDER NUMBER]

Attach: photos of the item, the defect, and the original packaging before sending.

Getting a denial is frustrating, especially when you followed every step. But it is not necessarily the end of the road.

• Push back with your photos. If Farfetch claims the item was worn or damaged by you, reply directly with the timestamped photos you took before repacking. Ask them to specify exactly which condition requirement was violated.

• Cite the implied warranty. In the US, defective items may be covered under the Implied Warranty of Merchantability, which can override a store's own return policy. Mention this in your follow-up email. It signals you know your rights.

• File a chargeback. If Farfetch goes quiet or keeps denying a legitimate claim, contact your credit card issuer and dispute the charge as 'Item Not as Described.' Most issuers take this seriously, and Farfetch will need to respond with evidence.

• File a BBB complaint. Go to bbb.org and submit a complaint against Farfetch. It becomes a public record. Brands tend to respond to BBB complaints faster than direct emails, sometimes within days.

• Leave a detailed Trustpilot review. Not as leverage, but because it helps other buyers and sometimes prompts a response from the brand's reputation team.

One BBB complaint from 2025 read: 'I sent it back with tracking and they still said they never received it.' If that happens to you, your tracking confirmation is your proof. Screenshot it and attach it to every follow-up.

Luxury prices, budget-tier support. That pretty much sums up what a lot of Farfetch customers are dealing with right now.

Dreading the idea of refreshing your inbox for two weeks waiting on a reply that never comes? Same.

Step 1: Scan and upload Tell us what happened. Snap a photo of your receipt and the item. We take it from there.

Step 2: Pine gets to work We check Farfetch's specific policy clauses, find the strongest angle for your claim, and navigate the support chat or hold queue to push your refund or return authorization through.

Step 3: You get your money back Refund confirmed. No hold music. No ignored emails. No starting over because the portal timed out again.

No joke. People are getting refunds on claims they assumed were dead.

Sound familiar? If you have been going back and forth with Farfetch support for more than a week, it is probably time to stop doing it manually.

Pine AI is a consumer advocacy tool, not a law firm. For legal advice specific to your situation, please consult a licensed legal professional.