Farfetch Refuses to Refund $166 After Shoes Stuck in Customs for 1.5 Months
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 ordering process, I was never informed that customs fees would be my responsibility.
Since I couldn't receive the product, I requested a return. I contacted Farfetch customer service multiple times through both email and phone lines in America and England. However, each time I was told the process was ongoing and the matter was being followed up on, without being offered any concrete solution. In my conversations with UPS, I was informed that Farfetch initially rejected the return request, then that Farfetch needed to contact UPS America to approve the return, and later that the process would continue between UPS America and UPS Turkey. I have been seriously wronged due to no progress being made for approximately 1.5 months.
This is the first time I've encountered such a problem, and I request that my grievance be resolved. I want the product return to be processed and the full amount of $166 I paid to be refunded to me. Correspondence and order details will be attached.
