Farfetch

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://www.farfetch.com/
• Customer service, USA: +1 646 791 3768
• Customer service email: [email protected]
• Contact page and enquiry form: https://www.farfetch.com/contact-us/
• Returns and refunds policy: https://www.farfetch.com/returns-and-refunds/
• Orders, delivery, duties and taxes: https://www.farfetch.com/orders-and-shipping/

Locations

Orders, returns, refunds and duties: Farfetch's own rules

The text below comes from Farfetch's own Terms and Conditions, Returns and refunds, Orders and delivery, FAQs and Contact pages, opened on 2026-10-11 through their unlocalized English URLs (the site redirected the browser used to its Latvia storefront). Regional storefront pages differ: on 2026-10-11 the live Terms page served to the Latvia storefront named Dutch law and EEA courts and contained no arbitration clause, whereas the saved copy of the US Terms read for this page (below, called 'the saved US Terms') names New York law and JAMS arbitration and uses some different wording. Confirm the terms shown to you when ordering.

Who is the seller. Terms section 2: 'when you purchase products using the website, you are purchasing them from the third party retailers ("Partner(s)") named on the Website ... the contract for the purchase of the products is between you and the relevant Partner. We are acting as agent on behalf of the Partners.' The same section adds that in some instances 'you are purchasing them from a Farfetch entity' and 'We will inform you where FARFETCH is the seller.' The Partner is shown on the order confirmation page.

How to contact the company. The contact page lists a US customer-service number, +1 646 791 3768, with phone hours of 24 hours a day apart from a nightly break (the saved US contact page gave 02:00-04:00 New York time from April to October and 00:00-04:00 from October to April; the page served to the Latvia storefront on 2026-10-11 gives 05:00-09:00 from October to March and 07:00-09:00 from March to October in London time, so check the hours shown for your storefront), and an email address, [email protected], with the statement 'We aim to respond within 24 hours'. Order status, cancel and return actions are under Orders & Returns in an account, or through a guest order lookup using the order number and email address.

Cancelling. Self-service cancellation is in Orders & Returns. The contact page says that if an order cannot be cancelled there, 'it means the order has already been prepared and can no longer be cancelled'; it can still be returned. Terms section 10: an order cancelled before it is prepared for shipment (usually when the shipping label is printed) 'will not be sent out to you and you will receive a full refund, including any expected shipping costs'. Made-to-order and customised items can be cancelled only within 48 hours of ordering (Orders and delivery page).

Returning. 'We accept returns within 30 days, starting from the day your order was delivered.' Items must be unworn, undamaged and unused with tags and original packaging; final-sale items cannot be returned unless damaged or faulty on arrival; made-to-order items and face masks are excluded unless damaged or faulty; beauty items must be unopened. The page says Farfetch 'reserve[s] the right to close your FARFETCH account or restrict future orders if your return behaviour is in breach of our Returns Policy'. Returns are started in Orders & Returns and use a free collection or a drop-off point. The page adds that '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', excluding orders in which an incorrect item was received or was damaged or faulty. Terms section 10 (saved US Terms) also says that 'in certain cases the Partner may reject your return of a product and FARFETCH may, at its sole discretion, choose to purchase the product from you'.

Refund timing and form. After the Partner receives the return, 'it can take up to 6 calendar days to process'; accepted refunds go to the original payment method and 'can take up to 14 days to show in your account'. Customers may be offered a refund to a Farfetch account instead; the page says this credit expires 5 years from the date the return is accepted and 'cannot be redeemed, converted to cash, withdrawn or transferred'.

Delivery charges on a return: the pages differ. The Returns page says an accepted return is refunded 'excluding any delivery costs', and the FAQ says 'the original delivery cost won't be included in your refund'. Terms section 10 contains a different sentence: for an order cancelled after it was prepared for shipment (on the Terms page served to the Latvia storefront this sits under the sub-heading 'Cancelling under the Consumer Contracts Regulations', which refers to UK law or equivalent EU law), 'Once the products are returned to the relevant Partner you will receive a full refund, including the original delivery costs; however you will be liable to arrange and cover the full cost of returning the order to the Partner.' The Orders and delivery page says that for an order cancelled after it was prepared for shipment, 'we offer a free return service. Once the returned products have been received and accepted, you will receive a full refund, including shipping costs'. These statements address different situations and are worded differently; the pages opened do not reconcile them, and the amount refunded on a return can be checked on the order's refund line.

Duties and taxes for US orders. The Orders and delivery page lists the United States among destinations where 'we include the cost of duties and taxes in your order. The price you see at checkout is the price you pay', and says domestic taxes in the US are 'determined and presented separately during the checkout process'. It also says US Customs 'may ask for your IRS, EIN or SSN number before authorising delivery' and that the customer will 'usually have one week to provide this information before your order is returned to its original location for a refund'. If a Delivery At Place destination is chosen, duties and sales taxes are excluded and are paid to the courier; seized or abandoned orders in several listed cases (missing customs documents, refusal to pay duties, unreachable customer) may not be refunded. The FAQ lists USA among the Delivery Duties Paid destinations and states 'If you placed an order to a Delivery Duties Paid (DDP) destination, taxes and duties are refundable through FARFETCH'; it states that taxes and duties are non-refundable through Farfetch for Delivery At Place destinations and that 'FARFETCH does not collect sales or use tax in all states'.

Delivery limits. Delivery to PO Boxes, APO and FPO addresses 'is currently unavailable'. For US shipments the signature requirement can be waived at checkout; the page says doing so 'releases FARFETCH from liability for any loss or damage that may occur after delivery'.

Disputes. In the saved copy of the US Terms, section 19 says US customers' transactions are governed by New York law and that disputes are 'determined on an individual basis by arbitration in the County of New York in the State of New York' administered by JAMS; the Terms page served to the Latvia storefront on 2026-10-11 instead names Dutch law and the courts of the Netherlands or the customer's EEA country of residence, so the dispute terms depend on the storefront and are best confirmed on the Terms shown at checkout. Outside the company's channels, the FTC takes reports at ReportFraud.ftc.gov, a state attorney general's consumer office accepts complaints, and a card issuer can be asked about its dispute process for a charge that was never fulfilled.

Who operates Farfetch

Terms section 2 says 'We are Farfetch UK Limited' and that it 'along with certain of our affiliates' operates the website. Companies House shows Farfetch UK Limited (06400760) as an active private limited company with a registered office at The Bower, 211 Old Street, London, incorporated on 16 October 2007 as FAR-FETCH.COM LIMITED and renamed FARFETCH.COM LIMITED (17 May 2010) and Farfetch UK Limited (21 June 2013). For US customers, Terms section 3 says, in the saved US Terms, 'Farfetch.com US LLC or one of its affiliates operates the Website platform and provides or facilitates the Services in respect of sales made to customers in the US' (the page served to the Latvia storefront on 2026-10-11 reads 'provides and facilitates'), and section 7(b) says Farfetch.com US LLC may collect applicable sales or use taxes. The privacy policy names Farfetch UK Limited as controller (last updated December 2025).

Ownership. Coupang, Inc. announced on January 31, 2024 that it 'has completed the acquisition of the assets of global online luxury company Farfetch Holdings plc' and that the deal gives Farfetch access to '$500M in capital'. Companies House lists Surpique Acquisition Limited (15427352) as the holder of 75% or more of the shares in Farfetch UK Limited since 30 January 2024; the former holder, Farfetch Limited (Cayman Islands), ceased on that date. Companies House in turn lists Surpique Holdings Limited (15426923) as the holder of 75% or more of the shares in Surpique Acquisition Limited, notified 19 January 2024. The privacy policy says the Farfetch Group, which it describes as comprising 'Surpique Acquisition Limited and all its subsidiaries, including, but not limited to, Browns (South Molton Street) Limited, Stadium Goods and New Guards Group', 'is also part of the group of companies composed of Coupang, Inc., headquartered in Delaware, USA, and its affiliates'. Coupang's Form 10-Q for the quarter ended June 30, 2026 lists Farfetch among its brands and says revenues from Developing Offerings are primarily generated from Farfetch, Eats and Taiwan.

Business model. The contact page says 'FARFETCH operates as a marketplace for our brands and partner boutiques. We don't have a buying department or buy stock directly from brands.' The FAQ says 'all our items are guaranteed authentic' (company statement).

What complainants and review sites show

Archive complaints on this site. No approved usacomplaints.com complaint is linked to this profile as of 2026-10-11. Six archive posts from 2011 and 2012 that name Farfetch.com were read; their wording is garbled in a way that indicates machine rewriting, so they are not treated as complaints and are not linked.

BBB, as displayed on 2026-10-11. BBB has a profile titled 'FarFetch' (Online Retailer, listed at 700 S Flower St, Los Angeles; phone (646) 791-3768, the same number as the US customer-service line on Farfetch's contact page). BBB does not name the legal entity. It shows 'NOT BBB Accredited', a rating of 'Not Rated' with the reason 'The business is in the process of responding to previously closed complaints', '171 total complaints in the last 3 years' and '27 complaints filed in the last 12 months', and, on the reviews tab, '1 /5 stars' as the average of 26 customer reviews. BBB's raw page data gives a file-opened date of 2014-04-18. The most recent complaint displayed is dated 08/03/2026, type 'Order Issues', status 'Unanswered'. BBB notes that complaint text shown may not represent all complaints filed.

Trustpilot, as displayed on 2026-10-11. 68,943 reviews and a TrustScore of 4.1 for www.farfetch.com; the page shows 'Claimed profile - June 2014' and 'Paid Trustpilot subscription', says the company invites customers to review and 'Replied to 99% of negative reviews', and states that Trustpilot does not fact-check reviews.

ComplaintsBoard, as displayed on 2026-10-11. A page for Farfetch (updated Oct 07, 2026) shows '6 reviews and 176 complaints'; these are user-submitted and unverified.

The BBB, Trustpilot and ComplaintsBoard figures come from different sites with different methods and are not added together or compared here.

Court cases and regulators

Consumer and regulator matters. No FTC, state attorney general or Consumer Product Safety Commission action against Farfetch was identified in the sources checked on 2026-10-11: the FTC Cases and Proceedings search for 'Farfetch' returned 'No results found for these filters', and a Justia dockets search by party name for 'Farfetch' returned 15 federal cases, none of them a consumer-protection enforcement action. This page does not state that none exists; CPSC and state attorney general sites were not searched.

Investor securities litigation. In re Farfetch Limited Securities Litigation (S.D.N.Y. No. 1:23-cv-10982, filed December 19, 2023, Judge Edgardo Ramos) is a securities case brought by investors against Farfetch Limited and individual defendants, not a consumer action. The Justia copy of the docket shows entries only through February 13, 2024, although it says it was last retrieved on September 29, 2026. The CourtListener docket for the case lists, at entry 86 dated September 29, 2026, an 'OPINION & ORDER' on the motion to dismiss the Second Amended Class Action Complaint filed by Elliot Jordan, Jose Neves and Stephanie Phair, stating that the motion 'is GRANTED with prejudice' and directing the clerk to close the case (that entry text was taken from a review of the docket on 2026-10-11; the page's author could not reopen the CourtListener docket that day because of a rate limit and verification check). Whether an appeal follows was not determined as of 2026-10-11.

Parent-company filing. A CourtListener docket captioned 'Farfetch Limited and Alexander Lawson' (Bankr. D. Del. No. 24-11519, filed July 10, 2024, Chapter 15, which concerns recognition of a foreign proceeding) concerns Farfetch Limited, the former Cayman Islands parent that Companies House shows ceased to hold significant control of Farfetch UK Limited on 30 January 2024. Nothing further is stated here about that proceeding (details taken from a review of the docket on 2026-10-11).

Case filed by the company. Farfetch UK Limited v. United States of America et al. (U.S. Court of International Trade, No. 1:26-cv-02809) was filed on April 17, 2026 against the United States, U.S. Customs and Border Protection and other federal agencies and officials. The docket entries read do not describe the claims, and none are inferred here.

Is Farfetch Legitimate?

Farfetch UK Limited is a registered, active English company (06400760, incorporated 16 October 2007) that the Terms name as operator of the website, with Farfetch.com US LLC or an affiliate operating the platform for US sales. Since January 2024 it has been part of the Coupang group, which files reports with the SEC and lists Farfetch among its brands in its Form 10-Q for the quarter ended June 30, 2026.

The documented record also includes a BBB profile that is not accredited and not rated, and a large Trustpilot review base; the counts are in the complaint-record section above. The Terms make the boutique or brand the seller of most items, which affects who decides a return or refund. No consumer-protection enforcement action was identified in the sources checked on 2026-10-11.

Court & Public Records

Company Relationships

• Owned by: Surpique Acquisition Limited
• Affiliated with: Coupang, Inc.
• Affiliated with: Farfetch.com US LLC
• Affiliated with: Stadium Goods
• Affiliated with: Browns (South Molton Street) Limited

Frequently Asked Questions