Farfetch Refuses to Cover Return Costs Despite Free Returns Policy

On July 20, 2025, I purchased On brand Cloudtilt model shoes through Farfetch. I placed my order to be delivered to my address in Istanbul/Ümraniye and paid a total of $166. The product was shipped via UPS Turkey but got held up in customs, and I was charged additional customs duties. During the ord...

I purchased 2 items from Farfetch and I'm facing serious mistreatment. I bought 1 pair of shoes and 1 bag; the total was €330, with the shoes at €130 and the bag at €200. My items arrived at customs and customs demanded $1,160 in fees for these two products. I refused to accept this and wanted to re...

On June 17, 2025, I ordered a Burberry product through Farfetch. My order number is: SFZL3P. While I was expecting to receive the product at my address in Samsun/İlkadım, the product got held up in customs and I was charged customs duties. During the ordering process, I was never informed that custo...

On September 19, 2025, I placed an order through Farfetch for a pair of shoes by Golden Goose and a handbag by Valentino (Order No: qdulgf). After my orders reached Istanbul, they got stuck in customs — I was asked to send notarized documents, which I did. Then a very high customs fee was calculated...

Farfetch and UPS claim that the return shipment has been waiting in customs for over 1.5 months. They only deliver packages when it suits them. They're demanding we pay more in customs fees than what we paid for the product itself. When we applied for a refund, they dragged out the process. We reque...