Review: Shopping on Farfetch

In case you were wondering what it’s like to purchase on Farfetch, I recently purchased and returned the Mulberry Amberley Hobo from them.

Checkout and delivery

As this was the first time I was purchasing with Farfetch, I was a bit nervous. What if I wanted to return the purchase?

Great checkout user experience, and you can use Apple Pay too.

The delivery cost SGD 20, with delivery by DHL. Of course there’s tracking, so I could track my delivery with anticipation as it made its way through Europe to me. I ordered on 9 June, and received the item on 12 June, so it reached me quickly.

Returns process

The FAQ says that the item needs to be returned to the boutique within 14 days of delivery. The boutique may not accept the return outside this window. This is shorter than the usual 30 days return policy but I don’t see anything wrong with it if you’re able to make up your mind quickly.

You know how the returns process can be a pain because you need to print out papers in multiple copies? To my relief, Farfetch is great here because they include all the returns paperwork in the delivery. So all I needed to do was book a return slot on the app, and prepare the package for pickup. A DHL guy came to pick it up.

My only complaint is, their returns process lacks the same transparency. For an expensive purchase, you want to make sure that the item is being returned safely and on time – within the 14 days window! The return was collected on 17 June, but when I checked the app on 24 June, it just said “the item is shipping back to the boutique”. Anxious that the return might have gone wrong somewhere, I emailed the customer service team. They replied a couple of days later saying that the item just arrived back at the boutique and was being processed. Shortly thereafter, I received a couple of automated emails that the return was received and being processed.

So, overall it was a good experience and I’d consider buying from them in the future. But it would have been nice if they were a bit more prompt in updating the customer on the returns process.