Help and FAQs

How to shop and place an order

Do I need an account to place an order?

No, all you need is an email address to place and track orders. To checkout faster, access your wishlist and order updates, we recommend setting up a HOX account.

If you create a HOX account and place an order, you’ll be automatically enrolled in our loyalty programme, Access. Every piece you buy takes you one step closer to unlocking exclusive rewards – from early sale access and priority customer care to unlimited free shipping and a dedicated personal stylist.

Learn more about our Access loyalty programme

I’ve forgotten my password, what should I do?

Follow the forgot your password link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive HOX email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can manage your email preferences in your account.

How do I place an order on your website?

Here’s how:

  1. Choose a category or brand from the top navigation menu or search to explore a specific style or brand

  2. Select your desired item and click Add To Bag. Once you’ve added all items, it’s time to checkout

  3. Sign in to your account or, if you’ve not yet created one, continue via guest checkout

Enter your address, payment method and delivery details to place your order. We’ll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.

Can I place an order over the phone?

Sure. Our global Customer Service advisors are happy to assist you with this.

Can I cancel my HOX order or make changes to it?

Yes, you may be able to cancel some items before we prepare your order. Head to Orders & Returns, or if you placed an order as a guest and want to make changes, enter your guest order details here

You can’t add items to an existing order, but you can place a new order for any additional pieces. For more information, view our Orders & Deliveries page

Why is HOX pricing different?

It’s down to our unique business model. At HOX , you’re shopping items from our luxury brands and partner boutiques worldwide.

Prices are determined by each HOX brand and partner boutique, so the price of the same item may vary depending on where it’s coming from and your location. That’s also why placing an item in your shopping bag or wishlist won’t reserve it at a particular price.

Although we don’t have any control over price variation, we’ll always offer you the best price available to your destination when you place your order.

To view the most accurate prices, select your delivery destination on our website.

Which currencies can I shop in?

This is determined by your delivery destination and will be displayed at checkout before placing your order. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.

When will my card be charged?

If you pay by debit card or PayPal, HOX will take payment when you place your order.

Which payment methods do you accept?

  • Visa
  • MasterCard
  • Maestro
  • American Express
  • Discover
  • Diners
  • JCB
  • JDpay (only available to China Mainland)
  • PayPal
  • Apple Pay
  • Afterpay (only available to Australia)
  • Alipay (only available to United States, Canada, China Mainland, Hong Kong SAR and Macau SAR)
  • HB Pay (only available to China Mainland and Hong Kong)
  • Klarna (only available to the US, UK, Germany, Austria, Switzerland and Belgium)
  • WeChat (only available in China Mainland, Hong Kong SAR and Macau SAR)
  • UnionPay
  • iDEAL (only available to The Netherlands)
  • Boleto (only available to Brazil)

In selected countries, we accept payment instalments with Klarna and Afterpay.

We only accept credit card instalments as payment in Brazil.

For your safety, security checks are taken on all payments made to us at the time of purchase.

Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only share it with your consent or if legally permitted to. For further details, view the HOX Privacy Policy

What does Climate Conscious delivery mean?

We’re investing in global environmental projects to balance out the carbon impact of every single delivery and return we make. Read more about this on our Climate Conscious delivery page

How much will I be charged for delivery?

This varies depending on the size, weight and destination of your chosen items. The good news is we offer One Delivery Fee for orders above a certain threshold – this means you can order multiple pieces from multiple locations for one fee. You’ll see the delivery fee at the checkout.

Do you offer Same Day delivery?

Yes, we offer a Same Day delivery service in Berlin, London, Manchester, Paris, Los Angeles, New York, Miami, Milan, Rome, Barcelona, Madrid, Hong Kong SAR, Dubai and Shanghai. Order before 11:00 in the morning to receive your delivery the same day, and after 11:00 for the next business day.

When will I receive my item and how can I track delivery?

Once your order is confirmed, we’ll send it within 2 business days. Depending on your location and selected delivery method, delivery can take 2-7 business days. If you ordered from multiple FARFETCH brands and partner boutiques, your items will arrive separately. We’ll email you with the tracking information and an estimated delivery date when each item is sent.

You can also track your order by heading to Orders & Returns in your account. Opted for guest checkout? Track your guest order here

Will I need to pay duties and taxes?

FARFETCH ships to the following destinations on a Delivery Duties Paid (DDP) basis:

European Union, The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic Of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Thailand, U.A.E, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR, The Canary Islands and Bahrain.

This means that all applicable duties and taxes are included in the final price when you place your order and there are no additional costs due upon delivery.

If a Delivery At Place (DAP) destination is selected, the price you pay to FARFETCH will exclude all relevant import duties and sales taxes. As the recipient, you’ll need to pay these directly to the courier to release your order from customs upon arrival.

For US customers, FARFETCH does not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases.

For more details, please contact your local customs office, respective tax authority or view our Duties and Taxes information

Why can’t certain items be delivered to me?

While FARFETCH delivers internationally, the brands on our website can determine where their items are distributed — so some may not be available to order in all regions. Some items may also be restricted by local customs in the country you are sending to. If you have any questions, contact our global Customer Service team

I didn’t receive my invoice with my order. Where can I find it?

We’re creating a more sustainable shopping experience. To reduce waste, invoices have been removed from FARFETCH orders. Sign in to your account on our website to download your digital invoice, or if you placed an order as a guest, enter your guest order details here

What is FARFETCH’s returns policy?

We offer a refund on any items returned to us within 14 days of the delivery date, excluding any delivery costs. You can use our Free Collection service to return any unwanted items.

To start a return, go to Orders & Returns in your account, or if you placed your order as a guest, enter your guest order details here

It’s best to book your collection within 7 days of delivery — this is to make sure your package arrives within the required time frame. We are unable to process exchanges and all returned items must be unworn, undamaged and unused, with all tags attached. All designer boxes or cases that came with your order must be included with your return. If anything is damaged or missing from your return, you may not receive your refund. Read the full Returns Policy here

How do I book a free collection or return in store?

To request a return, go to Orders & Returns if you have an account, or if you placed your order as a guest, enter your guest order details here

For our Free Collection service, select courier collection and choose a collection date. We’ll then send you a confirmation email with the next steps. Need to reschedule your collection? You can also do this in Orders & Returns in your account.

If you would prefer to drop off your return, select drop-off instead. Prepare your package with any return documents and take it to your chosen location along with your return confirmation email. Returns delivered within the US can be dropped off at any UPS or Fedex store.

I want to return my order but I need my invoice for customs clearance. Will it still be included in my order?

Yes – invoices for customs clearance will still be included in your FARFETCH order. When you’re preparing your return, you’ll need to include the Return Note outside the FARFETCH package.

How do I return my item?

Here’s what you need to do:

  1. Go to Orders & Returns if you have an account. If you placed your order as a guest, enter your guest order details here
  2. Find the order you want to return and click Return Item(s)
  3. Select each item and your reason for returning

There are two ways to return your items. Depending on your location, one will always be available.

1. Book a free returns collection

Select your collection address and number of packages, schedule a collection date, suitable time and click Book Collection

2. Return for free at a drop-off point near you

Select the in-store or drop-off option in your account and take the return to your chosen FARFETCH partner boutique or courier drop-off point

Prepare your return

  1. Place the item inside the FARFETCH packaging – don’t forget any brand boxes, dust bags, or cases
  2. Attach your Return Label to the outside of the FARFETCH packaging. If you’re returning multiple beauty items that arrived in separate boxes, please package them the same way they arrived with new Return Labels.
  3. If you received a Return Note with your order, attach it to the outside of your package
  4. Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return

When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.

Returns from different brands or partner boutiques and beauty items received individually should be packaged separately and the correct Return Label attached to the outside of each FARFETCH package.

How do I package my item for return?

Follow these steps to prepare your item:

  1. Place any unwanted items, along with any brand boxes or cases that came with your order, inside the reusable FARFETCH packaging

  2. Attach the Return Label and a signed copy of the Return Note to the outside of the FARFETCH packaging. Please do not attach any labels to the designer box or cases that came with your order

If you’re returning to multiple locations, please pack the items separately and attach the corresponding Return Label to the outside of each package.

Find out more about preparing your package for return here

Does my order need to be returned in the FARFETCH package it arrived in?

We recommend returning your item in the reusable FARFETCH package provided, but if you’re unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.

Will the courier collect multiple packages?

Yes, your courier may be able to collect multiple packages. If you’re returning items to multiple FARFETCH brands or partner boutiques, you’ll still need to request a separate collection for each package in your account. If you placed your order as a guest, enter your guest order details here

When will I receive my refund?

You can track your return by using the tracking number assigned to your Return Label. As soon as it’s accepted by our brand or partner boutique, we’ll send you a confirmation email.

Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.

Will delivery costs & duties be refunded on return?

While we offer a Free Collection service for all returns, the original delivery cost won’t be included in your refund. If you placed an order to a Delivery At Place (DAP) destination, taxes and duties are non-refundable through FARFETCH. You may be able to recover these by contacting your local customs office directly. If you placed an order to a Delivery Duties Paid (DDP) destination, taxes and duties are refundable through FARFETCH.

Can I return my made-to-order item?

We are unable to accept returns as made-to-order items are created to your specification.

Where can I find size conversion charts?

View our size conversion charts by selecting Size Guide, which you can find above the select size menu, on the product information page.

How can I get a better understanding on how a piece will fit?

Go to the product information page and select the Size & Fit tab to view the size, fit, cut and model measurements. You can find the material composition and care instructions on The Details tab.

What’s the difference between size, fit, cut and material?

The size of an item refers to the designer size on the label, fit describes how the item will fit on the body, cut is the silhouette and the material describes what the item is made from. To find this information, go to the product information page and view The Details and Size & Fit tab.

Why do designer sizes vary?

International sizes are slightly different when converted and some designers fit larger or smaller than others. That’s why we provide specific information for each item.

What if my item doesn’t fit?

If your item doesn’t fit, you can return it with our free returns service. If you’d like to place another order, you can do this online or contact our global Customer Service team

How do I find out about the latest promotions?

To stay updated on exclusive promotions, new in and early sale access, sign up to our emails

What different types of promotions are there?

You can view all our promotions on the Promotion Terms & Conditions page

Or if you’re an Access member, check your Access dashboard for promotional rewards in your account.

How do I apply a promo code?

All you need to do is add your eligible items to your shopping bag. Depending on the promo code, it will either be automatically applied, or you may have to manually enter it at checkout. If you have any questions, contact our global Customer Service team

Are there any brands excluded from promotional discounts?

Yes, promotional discounts can only be redeemed on selected brands and items. As each FARFETCH promotion is different, we’re unable to provide a list of excluded brands and items. However, items that are labelled or added to the promotions page may be eligible for a promotional discount.

For more information, view the Promotion Terms & Conditions page

How do I know if my item is eligible for a promotion?

Items that are labelled or added to the promotions page may be eligible for a promotion. If a minimum spend applies, this must be spent in a single transaction. For more information, view the Promotion Terms & Conditions page

The item I want is part of the promotion but my size isn’t discounted. Why does this happen?

At FARFETCH, you are shopping items from our worldwide selection of luxury brands and partner boutiques. If the size you want is from a brand or partner boutique that isn’t participating in our FARFETCH promotion, it will not be discounted.

My promo code has expired. Can I request another one?

Our Customer Service team are unable to reactivate any promotional discounts. Promotional discounts and promotional codes are also non-transferable and have no cash alternative.

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