Manage Farfetch

How to cancel your farfetch order in singapore and claim your refund

What is farfetch and how it works

Farfetch is an online luxury fashion marketplace that connects you with independent boutiques and designer brands worldwide. The platform acts as a facilitator-boutiques list their items, handle fulfilment and process returns through Farfetch's infrastructure. You browse, purchase and manage your orders directly through the Farfetch website or mobile app.

How farfetch differs from subscription services

Unlike streaming or membership apps, Farfetch does not charge you recurring subscription fees through the App Store or Google Play. Each purchase is a one-off transaction with a partner boutique. You buy individual items and have the right to cancel orders before shipment or return them within a statutory cooling-off period after delivery. This is why Stopee treats Farfetch cancellations differently-you are not fighting a subscription trap, but managing order timing and returns.

Who handles your order

When you order through Farfetch in Singapore, the boutique partner ships your item and manages the physical logistics. Farfetch coordinates payments, customer service and the return process. If something goes wrong-an item is delayed, damaged or not as described-you deal with Farfetch's customer service team, who then liaise with the boutique on your behalf.

Your consumer rights under singapore law

Singapore's Consumer Protection (Fair Trading) Act protects you when you buy goods online, including through Farfetch. Your rights are separate from Farfetch's internal return policy and remain valid regardless of what their terms say.

Statutory cooling-off period

You have 14 days from the day after the item is delivered to cancel your purchase and return it for a full refund. This period applies to distance contracts (online purchases) and is non-negotiable. You do not need Farfetch's permission-the law gives you this right. If you are outside the 14-day window, the law still protects you if the item is faulty, damaged or significantly different from what was advertised.

Protection against misleading descriptions

If a designer bag is listed as "authentic" but arrives damaged, discoloured or structurally flawed, you can claim under consumer protection law even if Farfetch marks it "final sale" or "non-returnable". Farfetch cannot override your right to goods that match their description. If the boutique refuses a refund, escalate to Singapore's Competition and Consumer Commission (CCCS) or seek legal advice.

Methods to cancel your farfetch order

Your cancellation options depend on whether the item has shipped or already arrived. Stopee advises acting quickly-delays give Farfetch and the boutique more reasons to deny your request.

Cancel before shipment

If your order is still in the boutique's warehouse and has not left for delivery, you have the strongest position to cancel. Contact Farfetch customer service immediately-do not wait for it to ship. The boutique will stop picking, packing and labelling your item, and your payment will be reversed.

Return after delivery (within 14 days)

Once the item arrives, you have 14 days to request a return. Farfetch will issue you a return label and instructions. Pack the item in its original condition (unused, with tags and packaging intact) and send it back to the partner boutique. Once they receive and verify the return, Farfetch processes your refund.

Claim a refund for faulty or mismatched items (any time)

If the item is damaged, defective or materially different from its description, you can claim a refund outside the 14-day window. Farfetch cannot refuse you based on timing alone if the fault is the boutique's responsibility. Document photos and any correspondence with the boutique.

Step-by-step guide to cancelling your order

Follow these steps to cancel before shipment or arrange a return within the cooling-off period. Stopee has guided thousands of customers through this process-accuracy and speed matter.

Cancel before your order ships

1. Log into your Farfetch account and navigate to "Orders" or "Order History".
   • Find the order you want to cancel and check its current status (e.g. "Confirmed", "Being prepared", "Dispatched").
   • If the status shows "Dispatched" or "In transit", cancellation may not be possible-move to the return process instead.
2. Select the order and look for a "Cancel order" or "Help" button.
   • If the button is available and active, click it and confirm the cancellation request.
   • If no cancellation button appears, the item has already shipped-proceed to step 3.
3. If the in-app option is unavailable, contact Farfetch customer service directly.
   • Visit the Farfetch Help Centre (accessible through their website) and select "Contact us".
   • Choose email, live chat or phone support-email creates a written record, which Stopee recommends for disputes.
   • Provide your order number, item name and SKU, and clearly state "I request cancellation of this order before shipment".
4. Request a cancellation confirmation email.
   • Ask Farfetch to send written confirmation that your order has been cancelled and your payment will be reversed within 5 business days.
   • Keep this email-it is your proof if the refund is delayed.
5. Check your bank or payment method after 5 business days.
   • Confirm the full amount has been refunded. If not, contact Farfetch again with the confirmation email as reference.

Return your item within 14 days of delivery

1. Log into your Farfetch account and go to "Orders".
   • Select the delivered item and click "Return" or "Help with this order".
   • Choose the reason for return (e.g. "Changed my mind", "Wrong size", "Damaged").
2. Prepare your item for return.
   • Ensure the item is unused and in its original condition.
   • Keep all tags, labels and original packaging attached-boutiques will reject worn or repackaged items.
   • If the item is faulty or damaged, take clear photos before packing as evidence.
3. Farfetch will provide a prepaid return label.
   • Download or print the label and attach it securely to your package.
   • If Farfetch does not offer a prepaid label, ask why-some items incur return shipping costs, which you may need to cover.
4. Drop off your return at the specified courier (DHL, DPD or local carrier).
   • Keep your tracking number and receipt-Stopee advises this for every return.
   • Do not rely on memory; photograph the receipt with the tracking number visible.
5. Wait for the boutique to receive and inspect the item.
   • This typically takes 7-14 days depending on delivery speed and boutique processing times.
   • Track your return using the courier's tracking number.
6. Once the boutique confirms receipt, Farfetch processes your refund.
   • You will receive a refund confirmation email.
   • The refund reaches your bank account within 5-10 business days.

File a claim for faulty or misdescribed items

1. Contact Farfetch customer service within 30 days of receiving the item.
   • Explain the fault or mismatch clearly: "The leather shows cracks not visible in the product photos" or "The item arrived damaged".
   • Attach high-resolution photos showing the defect from multiple angles.
2. Request a refund or replacement based on consumer protection law.
   • Reference the Consumer Protection (Fair Trading) Act if Farfetch initially refuses.
   • State: "Under Singapore consumer law, goods must match their description. This item does not. I am entitled to a refund."
3. Allow 5 business days for Farfetch's response.
   • If they deny your claim or do not respond, escalate to the Competition and Consumer Commission (CCCS).

Refunds: timing, costs and what to expect

Refunds from Farfetch are not instant. Understanding the timeline helps you spot delays and chase them down before time runs out.

Standard refund timeline

If you cancel before shipment, Farfetch reverses your charge within 2-5 business days. If you return after delivery, the timeline is longer: boutique receives return (7-14 days), inspects it (1-3 days), confirms to Farfetch (1 day), then Farfetch processes the refund (5-10 days). Total: up to 30 days in worst case. Keep your return tracking number and monitor each stage.

Return shipping and costs

Farfetch typically covers return shipping via a prepaid label. However, some luxury items (final-sale pieces, special orders or bespoke items) may require you to pay return postage. Check Farfetch's returns policy for your specific item category before you pack and send anything back. If you are charged an unexpected return fee, flag it to customer service-Stopee has seen boutiques incorrectly apply costs.

Non-returnable items and exceptions

Farfetch marks certain items as non-returnable for hygiene reasons (swimwear, undergarments) or as final sale (clearance items, made-to-order pieces). You cannot return these under Farfetch's standard policy. However, if the item is faulty or genuinely not as described, consumer law overrides this-you can still claim a refund via the CCCS if Farfetch refuses.

Pricing and what you pay on farfetch

Farfetch does not charge subscription fees, but you should understand what costs appear on your receipt.

Pro tip: Always screenshot the order confirmation showing the item price and shipping cost before you place the order. If your refund arrives lower than expected, you have proof of what you originally paid.

What happens after you cancel or return

Cancellation and returns trigger a chain of actions in Farfetch's system. Understanding this chain helps you stay on top of your case.

Order status changes in your account

Once you request cancellation before shipment, the order status changes from "Confirmed" or "Being prepared" to "Cancelled". If you return after delivery, the status moves to "Return initiated", then "Return received" once the boutique scans the item in their warehouse, and finally "Refunded". Monitor these status updates in your account-they tell you exactly where your return is in the pipeline.

Follow-up communications

Farfetch sends automated emails at each milestone: cancellation confirmation, return label issued, return picked up by courier, return received by boutique, refund processed. Check your inbox and spam folder for these emails. If you do not receive a "Return received" email within 14 days of sending your item, contact the boutique directly via Farfetch's customer service-the package may have been lost in transit.

Dispute resolution if your refund is denied or delayed

If Farfetch refuses your return claim or your refund does not arrive within 30 days, Stopee recommends escalating beyond Farfetch. Lodge a complaint with the Competition and Consumer Commission (CCCS) in Singapore. Provide your order number, return tracking, all communication with Farfetch, and explain why you believe you are entitled to the refund under consumer law. The CCCS can pressure Farfetch to settle.

Common mistakes when cancelling farfetch orders

Cancelling can feel straightforward, but small errors cost you time and money. You deserve clarity on what not to do.

Waiting too long to cancel before shipment

Once a boutique has dispatched your item, cancellation becomes a return-a slower process. If you want out, act the same day you order or the next morning. Farfetch processes pre-shipment cancellations within hours; returns take weeks.

Returning items in the wrong condition

If you remove tags, wear the item, wash it or repackage it, the boutique will reject your return. Farfetch will then refuse your refund and return the item to you at your cost. Inspect the package the moment it arrives, decide within 24 hours, and return it unopened if possible.

Ignoring return tracking

Hundreds of packages go missing every day in international logistics. If you do not track your return, you have no proof the boutique ever received it. Farfetch will blame the courier and deny your refund. Always obtain a tracking number and follow the package to its destination.

Accepting "final sale" without questioning faults

Farfetch may label an item "final sale", but this does not protect them if the item is faulty, damaged or misdescribed. You still have consumer rights. Do not assume you are stuck with a broken luxury handbag because it was marked "final sale".

Not contacting farfetch in writing

Phone calls and live chats disappear from the record. If a dispute arises, you have no proof of what was promised. Always email Farfetch with your cancellation or return request and keep the response. Stopee has seen customers lose refund claims because they only spoke verbally.

When to cancel versus when to keep your farfetch purchase

Not every buyer's remorse warrants a return. Consider these scenarios to decide whether cancelling is worth your time and effort.

Your next steps: how stopee can help

Cancelling a Farfetch order should not require a law degree or endless patience on hold. Stopee is here to clarify your rights and guide you through each stage-whether you are cancelling before shipment, returning within 14 days, or fighting a denial.

If Farfetch refuses your refund or delays beyond 30 days, Stopee has helped thousands of consumers escalate to the Competition and Consumer Commission (CCCS) and recover their money. Our step-by-step process cuts through corporate jargon and gives you a clear path to resolution. You own your rights under Singapore law-Stopee ensures you can exercise them with confidence.

Visit Stopee.com today to access templates, escalation letters and real-time support for your Farfetch cancellation or return.