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Farfetch
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1.7 186 Reviews

Farfetch Complaints Summary

29 Resolved
147 Unresolved
Our verdict: With Farfetch's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Farfetch reviews & complaints 186

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1:35 pm EDT
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Farfetch fraud

I made a purchase and several hours later my card was charged for 3 different orders! One was even flagged by Amex for Fraud Alert. When I called the company they said its my fault.. Ridiculous if you ask me! The site is obviously compromised with a Data breach, BUYER BEWARE! they are a fragalent company and not trust worthy with your personal information!

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TcFulsa
Dc, US
May 08, 2023 7:49 am EDT

This is ridiculous! Their customer service is not professional at all, they are rude and they won’t resolve any problem one might face with the package

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12:55 pm EDT
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Farfetch service - not able to get tracking for returned item

Hi there
I purchased expensive handbag on 10 April Order no: TZF18998173. I realised straight after payment with PayPal that delivery address was not what was default on my paypal account and asked to change. The bag was shipped to the wrong address regardless. Fine. Picked it up from drop in point and was not happy with the size so on April 17 instigated delivery on the website, put all labels and at 7 am 18 April took it to Doddle Liverpool Street. On Friday there was no tracking update so I decided to contact customer service. Now it is eight days and I don't know where my returned parcel is. I can't get any answer from your customer support rather than wait. The last tracking info updated on 18 April.
Is it your normal practice as I have not had such bad experience with any online retailers.

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2:17 am EDT
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Farfetch never received refund on return

I have used Farfetch a number of times during the past years, and their deliveries have generally been ok.

However, I ordered a Cavalli dress through Farfetch for my wife as a Christmas present. As it was unfortunately not the right size, I requested a return. Farfetch informed me that the item would be picked up on January 15 under the return tracking number [protected]. This didn't happen though, and the courier used by Farfetch would not accept the return after following the instructions by Farfetch. They would charge me an additional 200 usd to process the return.
I therefore opted for a different courier, and shipped the dress back to the boutique (at my own costs).

The package came stuck in customs at the boutique's location in Lithuania, and despite 7 emails to Farfetch with as many promises to resolve the situation, nothing was actually done by either Farfetch or the boutique.

As a result I have lost hundreds of dollars due to bad process management and lack of customer service from Farfetch. Needless to say I will never order from them again and I will advise anyone to steer well clear of them unless you like to lose your money.

Martijn van der Spek

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7:16 pm EDT
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Farfetch not issue any refund

I purchased a coat from Farfetch back in November 2017 but never was able to receive the item and the item returned to Farfetch Italy directly. They showed the refund has been issued in early December, but my bank never got any refund. I kept calling for 4 months and their customer service only replied please wait for our updated information and we would refund you shortly. 4 months... they still never refunded me anything.

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1:26 am EST
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Farfetch off white shirt

We ordered an Off White shirt for my son from Farfetch, the order was confirmed, payment taken and delivery promised in about 10 days. After a week or so Farfetch sent us an proforma email saying that the shirt was not available after all.

This is not a case of an order being processed slowly - Farfetch failed to honour its contract.

I note that that shirt my son ordered is not actually unavailable (as Farfetch claimed), but I see it is widely available at a higher price of £370. What has happened was that Farfetch accepted full payment for the item (at that point a contract to supply was made), then realised it could sell it for an additional £120 and so just walked away from the deal.

The above is sharp practice - Farfetch is not a trustworthy company.

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5:50 pm EST
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Farfetch returned items, still not refund after 3 weeks.

Dear Farfetch
Firstly, I want to apologise, that I have had to send this email to each of you. I realise, that this ‘issue-related-email' may not be your department. I have had no other choice, but to correspond to each of you in the hope that ONE person, the right person will contact me and help me.
In the past, 3 weeks I have purchased an abundant of goods from Farfetch and have been happy with most of it. However, the items that were not suitable, or did not fit I have returned for a refund.
This, issue relates to 3 products that I have returned, in access of $800+ value and I have not had an email, notification or acknowledgement in the process of a refund. To which I am still waiting.. I followed all the correct steps, in returning my goods (Kenzo Espridrilles, Y-3 Black Sneakers and Y-3 Green Sneakers) all of which did not suit/fit properly. I filled out the order page, received the RA slip and the courier collected each of the boxes separately, nearly 1.5 to 2 weeks ago.
I have included as an attachment, the documents that I have to prove this. For some reason, when I now go back to my order page, the items I have requested to be returned, have not been lodged. But, yet, I received the RA/courier vouches for them and they have been returned.
This is my 8th email to send to Customer service, with not reply. I am beyond frustrated, concerned and annoyed that I have had such a stressful time with this.
Can someone please look into this ASAP.
####
Hi Miquel
I find this unacceptable. I have emailed every single day, for the past 10 days, with no replies, except one from you a week ago asking about the courier slips / RA's of which I sent you. Its taken a whole week for you to reply finally. I am absolutely, frustrated and stressed over this situation. I purchase from Farfetch on a weekly basis, always high end and usually upto the $1000 + bracket. This has left me, incredibly disappointed, to the point I would be very hesitant to spend any more money on your site, instead opting for Fiorezli, Matches or Netaporter; where I have never had any issues.
I sent you THREE, RA/ Courier slips of which each of the shoes were sent separately, with the corresponding labels for the courier company. I was at the desk, each time the courier collected the three shoes, on separate days.
The fact, you asked ‘am I sure, I posted/returned the Y-3 sneakers' is offensive and insulting. The pink kenzo espridrilles has that mark on it, when I received them & I noted this when filling out the refund form on your site. They do not fit, but also had a red mark on it.
I am not going to go any further with this. I have sent in excess of 15+ emails, plus the courier documentation supporting my returns. I would like you to put this forward to your Manager and cc' and I would like a refund of all three shoes asap.
The email of my account, is only one:- [protected]@hotmail.com
RMA nO. 5112681
RMA NO.5072257
RMA no.5097858

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9:16 pm EST

Farfetch just keep messing up my order

I'm so disappointed about the order. And Farfetch just keep mess up my order. First, i received the wrong item. After I contacted the customer service, they told me that they will send me the correct item when they receive the return. However, right now they told me the item is turn out and process the refund. But I clearly saw the item was in stock when I contacted customers service. They are supposed to hold the item for me when arranging the return delivery instead of telling me that item is out of stock after they received the return item. They are just wasting my time and make me miss the good period to purchase the Kenzo sweatshirt. Right now the Kenzo tiger sweatshirt price goes up and sale item is running out of the size. It is so unacceptable. How come you messed up twice of this simple stuff. That is all because their fault make me miss the product, and the product is not available anymore. And now they just act like nothing had happened!come on!I wasted whole night on picking up the product.

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10:03 pm EST

Farfetch no refund for returned product

I received my bag in late November and noticed a multiple scratches so I contacted Farfetch and the representative asked for pictures to help facilitate the refund process. The boutique received it December 6th and no refund has been processed to date (it is now January 9, 2018).

I contacted Farfetch multiple times to enquire about the refund and still no refund. The last person I dealt with contacted the boutique on January 2, 2018 and no response.

By this time, I am completely frustrated and asked to speak to a manager on January 4, 2018. Three business days later and no response.

I've submitted customer information request form (likely my fifth or sixth at this rate) asking for a manager's response and expressing my discontent.

After reading all of the poor reviews, I'm now not so sure how this ordeal will end. I've made sure to share this awful experience with my friends and family so that they can avoid these problems. With so many online shopping options, it still surprises me that such poor customer service can still exist, especially given the price point for Farfetch's products!

Not sure if anyone on your end can help?

Thanks,

San

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3:00 am EST
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Farfetch horrible experience

I purchased 2 items from their website for my mom as gifts for Christmas. They never arrived.
I called them to ask for a refund or a replacement, they refused to do so saying that their system shows my order was received. How is that? Any order can be considered a received one only if someone signed up for this. I don't remember I left my signature on something. I kept claiming that I hadn't received anything and looked like they believed me. I was promised they will do research and call me back, However, no one called. And I am not surprised. Ерыш company is my most terrible nightmare.

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6:44 am EST
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Farfetch poor customer service and delivery

Hi Farfetch team,

Let's say I did not have the experience that you have promised on the website when using your services.

1. I have ordered the item and expected that the item will be dispatched in less than 24 hours. However, it first takes 48 hours to review the order. Then, it will take another 24 hours to actually ship the product. And then it is 3-5 days with DHL Express. And when you expect your delivery to be done in 3-5 days. It actually takes more than a week. I want to point it out to other customers so that they are aware of the process.

2. Then customer service is another side. I believe you have some policies on how to answer the phone and answer questions. But I didn't feel the full support and willingness to solve my problem from the operator. And then I send an email to the operator who told me to ask any questions. Well, it's been a week and no reply received yet.

3. Because I lost hope in both Customer Service and the website itself, I was monitoring the order myself and found the DHL shipping tracking number in the order review and tracked it myself. I prayed that my order will be picked up fast, but as usual, it was not. So, I am receiving my package 4 days later than expected and there is nothing to do about.

When ordering on Farfetch, please take into consideration the above bullets and make your own judgment if you will use this service or not.

I am definitely not using it anymore. But who am I to tell Farfetch this? Apparently, no one there cares about their customers.

Best wishes,
Alibi

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4:06 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Farfetch - order cancellation and not refunding money

Purchase from Farfetch ended badly for me...after 1 year of thinking over expensive purchase I finally decided to treat myself and bought 2 pairs of shoes only because there was Black Friday discount days... I paid around 600 euros which for me is quite big amount of money. I choose PayPal as payment, as I did not want to show my credit card details, just...

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2:58 am EDT
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Farfetch I want my money back

I am so tired of their promises. So many emails from them saying when exactly my order will arrive, but it's been 2 months and they still have it. Maybe it's the right time to be brave and to start standing behind your products and services? Yes, I already understood you weren't going to ship it at all, then just do me a favor в give my money back, you didn't deserve it.

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5:21 am EDT

Farfetch Don't buy from them

buyers beware and stay away if you don't want to lose your money and time. I have never encountered such a baggy website that simply doesn't allow me to place an order and pay for it. Their support team is ok, they tried to do anything to help me, but it didn't go further than just back order. So farfetch, looks like you're losing money every day because of your broken website. Fix it as soon as possible.

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2:43 am EDT

Farfetch credit card charged/did not complete order and now not reversing payment

I made 2 purchase on this website.
They charged my card ..after 1 day they send me an email saying your order has been cancelled and payment reversed but still I haven't received the payment .

I would like then to refund the money to my bank account.
I have attached all pics of orders and payment deducted from bank & there response.

Order no : LFRMYP
: 5E756A

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AtrociousLove
, US
Aug 18, 2019 1:39 am EDT

Exactlyyyyyy what’s happening to me right now

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5:49 pm EDT
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Farfetch poor customer service

I made my first purchase at Farfetch, and the 10% code didn't get applied.
I contacted Farfetch immediately, and Vera replied me asked me to provide that code to her, and since then, she disappeared, I emailed her twice she never response and there is no out of office reply. I called in twice, they were not helpful, they asked me to wait for Vera !

This is the worse customer service I've ever had. I spent so much time in calling and emailing for one week !

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6:13 am EDT
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Farfetch a return

Hi
My son purchased a top from yourselves in June (I am unable to give you the exact date at the moment as he works away.
He returned from work to find the top was too big, this was the day it needed to be returned. I rang customer service and explained the situation regarding the return. The agent said as a good will gesture he could return this once. She said DHL would collect the parcel, I thought going straight to Royal Mail would be quicker, in the meantime DHL came to collect the parcel and wouldn't take it as it had the incorrect label on the front, I then sent the parcel via Royal Mail, and paid £13.85.
Royal Mail tried to deliver the parcel on the 7th July however could not gain access.
I have tried to arrange delivery again as the parcel is with Royal Mail but need the address as I have no paperwork as it is in the parcel. I have rang many times and have been sent the address of customer services.
Also have now been told the time limit is way over.
I totally understand you have a policy to follow but this was a genuine overlook on my sons part as a lot of returns policy is 28 days.
I do hope this will not effect the refund. I would also like to add he ordered the top after trying a colleagues on and it fit (which was the same size).
I believe Royal Mail would have left a card that the office could have contacted to re arrange delivery.
Regards
Karen

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11:50 am EDT

Farfetch fraudulent site

Beware of a "luxury goods" site called farfetch aka https://www.farfetch.com/.
Fartfetch aka https://www.farfetch.com/ is a scam and fraud site where thousands of customers are charged for clothing, shoes, handbags, but are sent only counterfeit products or empty packages and are charged money that they never get back!
Farfetch aka https://www.farfetch.com/ is headed by ceo jorge neves, who is a huge money launderer, international drug dealer, and scam artist.
Farfetch aka https://www.farfetch.com/ is a fraud and scam site that steals money from unsuspecting customers and never returns money to customers.
Beware of farfetch aka https://www.farfetch.com/ headed by jorge neves, the scam artist.
Customers order and pay for products from beware of farfetch aka https://www.farfetch.com/ headed by jorge neves, the scam artist, but either never receive the products they paid for or receive counterfeit merchandise.
When they call the customer service phone number, cusotmers are given the run around, false excuses, and bullshyt by the farfetch staff and are never given any resolution.
Beware of farfetch aka https://www.farfetch.com/ headed by jorge neves, the scam artist.
Farfetch is a fraudulent site that scams poor customers out of money and plays games and even commits additional fraud against the credit cards and debit cards of customers and identity theft overseas.
The customers will never be able to resolve the identity theft committed against them and their financial information, because farfetch does all of this overseas so that there is no trace!
I was victimized by farfetch and so have been millions of other customers!
Do not order anything from beware of farfetch aka https://www.farfetch.com/ headed by jorge neves, the scam artist.
Also beware of jorge neves, who is a relative of scam artist jose neves.
Joerge neves pretends to be a supervisor, in customer service, but in reality he works for jose neves and never ever resolves the customer problems.
Beware!

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9:09 pm EDT

Farfetch counterfeit products - boutique verified

I purchased a pair of shoes from farfetch some time back. Outer soles started to split form upper of shoes even though shoes were supposed to be Blake constructed. It was at this point that I realised that shoes may be fake.

I contacted farfetch, but received some boilerplate answer about never selling counterfeit products and invited me to visit the deisgber's boutique. I did just that, and staff at boutique were of the opinion that shoes were not genuine.

Despite this, farfetch refused to process a refund and instead is pushing liability to their partner, and even asking me to seek recourse from Dolce and Gabbana itself, which is patently ridiculous since I had purchaed shoes through their farfetch. Not sure what are they trying to do there because that is just plain silly.

I do not believe that Farfetch intentionally sells counterfeit products. However, I believe the shoes may have been swapped to a counterfeit by a customer on a return order. However, farfetch refuses to do anything about this.

I suggest you do not make any purchases from farfetch. There are various websites to make purchases from which are far more reliable and credible. I am honestly appalled that despite having acknowledged that the shoes may be fakes, they refuse to do anything.

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1:18 pm EDT

Farfetch scam to get credit card info.

I ordered an item, got the cookie cutter/template email confirmation saying that within 48 hours, I'd get an email confirmation from the merchant with updates. Never got that second email. A week goes by. Still no email... and no product. But they had charged my credit card? I call Farfetch and they told me sorry product sold out. So I asked if sold out - why did they charge my credit card a week later? Now I've got random fraudulent charges on that credit card. Stay away - no deal is worth the headaches and frustration of fraud and scam!

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4:00 am EDT
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Farfetch I am not satisfied with this company and their service

I bought a pair of pants from Farfetch and they arrived pretty fast but size was wrong and they were too big. First of all I found Farfetch contact information and contacted their customer service care and explained the situation. Their rep said that he has to ask their manager what to do and promised to contact me back later.
Recently he contacted me and said that they refused to give me a refund, but were able to replace for correct size. And now I have to ship pants back and also I have to pay for the return shipping and that is quite expensive. I am not satisfied with this company and their service and will not buy from them again. They made a mistake and because of them I have to waste more money on return shipping!

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Farfetch Customer Reviews Overview

Farfetch is an online luxury fashion retailer that offers a wide range of designer clothing, shoes, and accessories for men and women. The website has received numerous positive reviews for its vast selection of high-end fashion items and exceptional customer service.

Customers have praised Farfetch for its easy-to-use website, which allows them to browse and purchase items from a variety of luxury brands. The website also offers a range of payment options, including PayPal and Apple Pay, making it easy for customers to complete their purchases.

Farfetch has also received positive reviews for its fast and reliable shipping, with many customers reporting that their orders arrived on time and in excellent condition. The company also offers free returns, making it easy for customers to exchange or return items that don't meet their expectations.

In addition to its excellent customer service, Farfetch has also been praised for its commitment to sustainability. The company has launched several initiatives aimed at reducing its environmental impact, including a program to recycle clothing and a partnership with the Ellen MacArthur Foundation to promote circular fashion.

Overall, Farfetch has received overwhelmingly positive reviews from customers, with many praising the company for its exceptional selection of luxury fashion items, fast and reliable shipping, and commitment to sustainability.

Farfetch In-depth Review

Website Design and User Experience: The website design of Farfetch is sleek and modern, providing a visually appealing and user-friendly experience. The layout is intuitive, making it easy to navigate through different categories and find desired products. The search function is efficient and the filters help in narrowing down the search results. Overall, the website design and user experience are top-notch.

Product Range and Variety: Farfetch offers an extensive range of products from various luxury brands, ensuring that customers have a wide variety to choose from. Whether you're looking for clothing, accessories, or footwear, Farfetch has it all. The product range is constantly updated with the latest trends, ensuring that customers have access to the most fashionable items.

Pricing and Value for Money: While Farfetch offers luxury products, the pricing is competitive and offers good value for money. The website often has sales and discounts, allowing customers to purchase their favorite luxury items at a more affordable price. Additionally, the quality of the products justifies the pricing, making it a worthwhile investment.

Customer Service and Support: Farfetch provides excellent customer service and support. Their customer service team is responsive and helpful, addressing any queries or concerns promptly. The website also has a comprehensive FAQ section that provides answers to common questions, ensuring that customers have a seamless shopping experience.

Shipping and Delivery: Farfetch offers reliable and efficient shipping and delivery services. The website provides estimated delivery times for each product, allowing customers to plan accordingly. The packaging is secure and the products are delivered in excellent condition. Overall, the shipping and delivery process is smooth and hassle-free.

Return and Refund Policy: Farfetch has a customer-friendly return and refund policy. Customers can easily initiate a return or exchange within a specified timeframe. The process is straightforward, and the website provides clear instructions on how to proceed. Refunds are processed promptly, ensuring customer satisfaction.

Authenticity and Quality of Products: Farfetch guarantees the authenticity and quality of its products. As a trusted platform, they work directly with luxury brands, ensuring that customers receive genuine products. The quality of the products is exceptional, reflecting the luxury standards associated with the brands they offer.

Customer Reviews and Ratings: Farfetch provides customer reviews and ratings for products, allowing shoppers to make informed decisions. The reviews are genuine and provide valuable insights into the product's fit, quality, and overall satisfaction. This feature helps customers gauge the suitability of a product before making a purchase.

Loyalty Programs and Discounts: Farfetch offers loyalty programs and discounts to reward its customers. By joining their loyalty program, customers can earn points on their purchases, which can be redeemed for future discounts. Additionally, the website frequently offers exclusive discounts and promotions, enhancing the overall shopping experience.

Privacy and Security Measures: Farfetch prioritizes customer privacy and implements robust security measures. The website uses secure payment gateways to protect customer information and ensures that personal data is handled in accordance with privacy regulations. Customers can shop with confidence, knowing that their information is safe and secure.

Social Responsibility and Sustainability Initiatives: Farfetch is committed to social responsibility and sustainability initiatives. They collaborate with brands that prioritize ethical practices and environmental sustainability. By supporting Farfetch, customers contribute to these initiatives, making a positive impact on the fashion industry.

Mobile App Experience: Farfetch offers a user-friendly mobile app that provides a seamless shopping experience. The app is well-designed, allowing customers to browse and purchase products with ease. It also offers exclusive app-only deals and notifications, enhancing the overall mobile shopping experience.

Overall Shopping Experience: The overall shopping experience at Farfetch is exceptional. From the website design to the product range, pricing, customer service, and delivery, every aspect is well-executed. The seamless navigation, reliable services, and commitment to customer satisfaction make Farfetch a preferred choice for luxury shopping.

Comparison with Competitors: When compared to its competitors, Farfetch stands out for its extensive product range, competitive pricing, and excellent customer service. The website design and user experience are superior, providing a more enjoyable shopping experience. Farfetch's commitment to authenticity, quality, and social responsibility further sets it apart from its competitors.

Pros and Cons of Shopping at Farfetch: The pros of shopping at Farfetch include a wide range of luxury products, competitive pricing, excellent customer service, reliable shipping and delivery, and a user-friendly website and mobile app. However, a potential con could be that some products may have limited availability due to high demand. Overall, the pros outweigh the cons, making Farfetch a preferred choice for luxury shopping.

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Phone numbers

+44 20 3750 1250 +44 75 5728 0789 More phone numbers

Website

www.farfetch.com/usa

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