Farfetch Stuck My Golden Goose & Valentino Order in Customs

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; I accepted and paid it. But afterward I was told I needed to obtain a permit from the ministry’s card — resulting in an additional $1,178–$1,413 extra cost. Even after all that, I still have not received my items.

Left with no other option, I requested a refund. This time, they demanded around $400 total for two separate shipments — covering shipping, customs, and flight costs. Beyond that, Farfetch did not give me a clear timeline for when (or if) the refund would even be processed. The courier (UPS) says return procedures cannot begin until I handle customs, but Farfetch refuses to proceed. So I am stuck: no products, no refund, and no clarity.

Throughout this ordeal I’ve communicated with both Farfetch and UPS, but each one keeps redirecting me to the other — and no real solution has been offered. I paid a total of $1,650 for my orders, and I still have all related invoices. It’s been roughly 15 days since the problem started, and I completed all steps: notarization, customs, extra payments.

I demand either that my items be delivered to me without further costs — or that the full return be processed and the money refunded to me, without any additional charges. Otherwise, I will pursue legal action under consumer protection laws.