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Frequently asked questions
Cancel Farfetch: Step-by-Step Guide
How to cancel your Farfetch order in singapore and claim your refund
What is Farfetch and how the platform works
Farfetch is an online luxury fashion marketplace that connects you with independent boutiques and designer brands across the globe. The platform operates as a facilitator: boutiques list their inventory, handle order fulfilment and manage returns through Farfetch's infrastructure. You browse, purchase and track orders directly via the Farfetch website or mobile application.
How Farfetch differs from subscription services
Unlike recurring subscription apps, Farfetch does not charge you membership fees or automatic renewal charges. Each transaction is a one-off purchase with a partner boutique. You buy individual items and retain the right to cancel orders before shipment or return them within Singapore's statutory cooling-off period after delivery. At Yafee, we distinguish Farfetch cancellations as straightforward order management, not subscription entrapment.
Who handles your order and returns
When you purchase through Farfetch in Singapore, the boutique partner ships your item and manages physical logistics. Farfetch coordinates payment processing, customer service and the return administration. If an item arrives delayed, damaged or not as described, you contact Farfetch's customer service team, who then liaise with the boutique partner on your behalf. This two-layer structure means you have clear escalation routes if disputes arise.
Your consumer rights under singapore law
Singapore's Consumer Protection (Fair Trading) Act protects you when you purchase goods online through any platform, including Farfetch. Your statutory rights exist independently of Farfetch's internal return policy and remain enforceable regardless of what their terms and conditions state.
Statutory cooling-off period explained
You have 14 days from the day after the item is delivered to cancel your purchase and return it for a full refund. This period applies to all distance contracts (online purchases) under Singapore law and is non-negotiable. You do not require Farfetch's permission to exercise this right; the Consumer Protection (Fair Trading) Act grants it automatically. If you fall outside the 14-day window, consumer protection still covers you if the item is faulty, damaged or materially different from the advertisement.
Your legal position
The Consumer Protection (Fair Trading) Act Section 3 establishes that goods must be of merchantable quality and fit for their stated purpose. Farfetch cannot contractually override this right. If you return within 14 days, the burden shifts to the boutique to prove you caused the damage. After 14 days, you must prove the fault existed at the time of delivery.
Protection against misleading product descriptions
If a designer handbag is listed as "authentic" but arrives discoloured, structurally flawed or with manufacturing defects, you can claim a refund under consumer protection law even if Farfetch marks the item "final sale" or "non-returnable". Farfetch cannot override your statutory right to goods that match their advertised description. If the boutique refuses to process your refund, escalate your complaint to Singapore's Competition and Consumer Commission (CCCS) or seek independent legal advice.
Methods to cancel your Farfetch order
Your cancellation options depend on the order's stage: before shipment, during transit or after arrival. Yafee recommends acting immediately because delays weaken your negotiating position with Farfetch and the boutique partner.
Cancel before the boutique ships your item
If your order remains in the boutique's warehouse and has not entered the delivery network, you have the strongest position to cancel. Log in to your Farfetch account and locate your order status. If the order shows "Processing" or "Pending", contact Farfetch customer service immediately and request cancellation. The boutique will halt picking, packing and labelling, and your payment will be reversed within 5 to 10 business days.
Return your order after delivery (within 14 days)
Once the item arrives at your address, you enter the cooling-off period. You have 14 days from the day after delivery to request a return through your Farfetch account. Farfetch will generate a prepaid return shipping label and send you specific instructions. Pack the item in its original, unused condition with all tags and packaging intact. Send the parcel back to the boutique's designated return address via the courier specified by Farfetch. Once the boutique receives, verifies and logs the return, Farfetch processes your refund.
Claim a refund for faulty or mismatched items (outside the 14-day window)
If the item is damaged, defective or materially different from its description, you can claim a refund after the 14-day cooling-off period expires. Farfetch cannot refuse you based on timing alone if the defect was the boutique's responsibility at dispatch. Document photographs of the fault and keep all correspondence with the boutique. Submit your claim through Farfetch's customer service portal with evidence attached.
Step-by-step guide to cancelling your Farfetch order
Follow these procedures in order to ensure your cancellation is processed correctly and your refund is initiated without delay.
Step 1: log in to your Farfetch account
- Visit the Farfetch website or open the mobile app.
- Enter your email address and password.
- Navigate to "My Orders" or "Order History".
- Locate the order you wish to cancel.
Step 2: check your order status
- Click on the order to view detailed information.
- Confirm the current status: "Processing", "Preparing to Ship", "Shipped" or "Delivered".
- If the status shows "Delivered", proceed to Step 4 (returns). If the order has not shipped, proceed to Step 3.
Step 3: request cancellation before shipment
- Click the "Contact Us" or "Request Cancellation" button on your order page.
- Select "Cancel Order" from the dropdown menu.
- Provide a reason for cancellation (optional but helpful for Farfetch's records).
- Submit your cancellation request and note the confirmation reference number.
- Farfetch will send a confirmation email within 24 hours. Your payment will be reversed within 5 to 10 business days to your original payment method.
Step 4: initiate a return after delivery
- Log in to your account and navigate to "My Orders".
- Select the delivered order and click "Return Item" or "Start Return".
- Farfetch will display a prepaid return shipping label and the boutique's return address.
- Download and print the label or save it to your phone.
- Pack the item securely in its original packaging with all tags attached.
- Visit a participating courier location (DHL, FedEx or local equivalent) and hand over your parcel with the prepaid label.
- Farfetch will email you a tracking number so you can monitor the return in transit.
Step 5: track your return and refund
- Use the tracking number provided to monitor your parcel's progress back to the boutique.
- Once the boutique receives your return, they inspect and verify the condition.
- Farfetch will send you a confirmation email when the return is logged and approved.
- Your refund will be processed within 7 to 14 business days to your original payment method.
- Check your bank or credit card statement to confirm the refund has posted.
Step 6: escalate if your cancellation or refund is denied
- If Farfetch or the boutique refuses your cancellation or refund without legal justification, gather all evidence: order confirmation, photos of the item, email correspondence and proof of delivery.
- Send a formal written complaint to Farfetch's customer service, referencing the Consumer Protection (Fair Trading) Act and citing your statutory rights.
- If Farfetch does not respond within 14 days or rejects your claim unfairly, lodge a complaint with Singapore's Competition and Consumer Commission (CCCS) via their website at www.cccs.gov.sg.
- The CCCS will investigate on your behalf and can compel Farfetch to comply with consumer law.
Refund timeline and payment reversal
Understanding when your money returns to your account prevents unnecessary worry and helps you track the process accurately.
Cancellation refunds (before shipment)
If you cancel before the boutique ships your order, Farfetch processes the refund within 5 to 10 business days. The timeframe depends on your bank's processing speed. Credit card refunds appear first; bank transfers may take an additional 2 to 3 business days. Check your payment method's transaction history rather than your available balance, as some banks show pending refunds separately.
Return refunds (after delivery)
Once the boutique receives and verifies your returned item, Farfetch initiates the refund within 7 to 14 business days. If the boutique disputes the return condition, this timeline may extend. Yafee advises obtaining proof of delivery from your courier so you have evidence that the parcel reached its destination on time.
Refund delays or missing credits
If your refund does not appear within the stated timeframe, contact Farfetch customer service with your order number and original payment method details. Request a refund status update in writing. If Farfetch cannot provide a clear explanation within 7 days, contact your bank or credit card issuer and ask them to investigate the transaction on your behalf.
Pricing and cancellation fees
The table below outlines when you may incur charges or lose money during the cancellation process.
| Scenario | Your cost | Notes |
|---|---|---|
| Cancel before shipment | SGD $0 | Full refund. No fees apply. Fastest outcome. |
| Return within 14 days (prepaid label) | SGD $0 | Farfetch provides free return shipping label. You bear no cost. |
| Return after 14 days (faulty item) | SGD $0 | If defect is boutique's fault, Farfetch usually covers return shipping. Check terms first. |
| Return after 14 days (your choice, no fault) | You pay return shipping | Boutique may refuse refund. Yafee recommends confirming before sending. |
| Refund processing fee | SGD $0 | Consumer protection law prohibits Farfetch from deducting fees from your refund. |
Common mistakes that delay or block your cancellation
Cancellations rarely fail if you follow the correct process and understand what boutiques look for. Avoid these pitfalls to keep your refund on track.
Mistake 1: contacting the boutique directly instead of Farfetch
Boutiques do not handle cancellations or refunds directly. They only process returns once Farfetch instructs them. Contact Farfetch's customer service first. If you email the boutique without going through Farfetch, your request may be ignored or delayed.
Mistake 2: returning an item without a prepaid label
Never ship your return without the prepaid label Farfetch provides. If you use your own courier or label, the boutique may reject the parcel and you will pay the shipping cost with no guarantee of a refund. Always wait for Farfetch to generate the official return label in your account.
Mistake 3: opening or wearing the item before returning it
If you remove tags, try on the item or wear it outdoors, the boutique can refuse the return claiming it is "used". Even if the item is defective, opened packaging weakens your position. If you must open it to inspect for faults, photograph any defects immediately and document the timeline so Farfetch knows you discovered the issue shortly after receipt.
Mistake 4: missing the 14-day deadline without reason
The 14-day cooling-off period is strict. If you delay initiating a return until day 16, the boutique can refuse unless you have evidence of a defect. Count from the day after delivery, not from the day of delivery. Set a calendar reminder on day 12 if you think you might return the item.
Mistake 5: not keeping proof of return delivery
After you hand your parcel to the courier, save the tracking number and receipt. If the parcel goes missing in transit, you need proof you dispatched it correctly. Without tracking evidence, Farfetch may assume you never returned the item and deny your refund.
What happens after your cancellation or return is approved
Once Farfetch confirms your cancellation or return, the process moves into the refund phase, but your obligations do not end immediately.
Monitor your refund status in your Farfetch account
After Farfetch approves your return or cancellation, your order status changes to "Refunded" or "Return Approved". Farfetch sends a confirmation email. Log in to your account and check the order details to confirm the refund amount matches what you paid, including any taxes or duties.
Check your bank account and dispute if necessary
Review your bank statement or credit card account 5 to 14 business days after Farfetch approves the refund. If the credit does not appear, contact your bank's customer service and ask them to trace the refund transaction. Provide them with Farfetch's confirmation email and reference number so they can investigate swiftly.
Retain all documentation for dispute resolution
Keep your order confirmation, return label, tracking number, delivery proof and all Farfetch emails for at least six months. If a dispute arises with your bank or Farfetch, you will need this evidence to prove you initiated the return and that Farfetch approved it.
When to escalate your complaint to the CCCS
If Farfetch refuses your cancellation or refund claim without valid legal reason, Singapore's Competition and Consumer Commission (CCCS) is your enforcement authority.
Escalation triggers
Escalate to the CCCS if Farfetch or the boutique:
- Refuses to process your cancellation within 14 days of your request without providing a legal reason.
- Claims an item is "non-returnable" or "final sale" to override your 14-day cooling-off right.
- Fails to refund you within 7 to 14 business days of approving your return without explanation.
- Ignores your written complaint for more than 14 days.
- Deducts unexplained fees from your refund.
How to file a CCCS complaint
- Visit the CCCS website at www.cccs.gov.sg and navigate to "Lodge a Complaint".
- Complete the online complaint form with details of your order, the reason for cancellation, and all correspondence with Farfetch.
- Attach copies of your order confirmation, emails from Farfetch, photos of any defects and proof of return dispatch.
- Submit the form. The CCCS will send you a reference number and estimated response timeframe.
- The CCCS will contact Farfetch and request their response within 30 days.
- If Farfetch does not comply or disputes your claim, the CCCS may investigate further or refer your case to the Small Claims Tribunal if the amount is under SGD $10,000.
Comparison of cancellation outcomes
The table below summarizes your options so you can choose the path that best fits your situation.
| Cancellation type | Timeframe to request | Refund timeline | Success rate |
|---|---|---|---|
| Cancel before shipment | Anytime (immediate) | 5-10 business days | ~99% (highest) |
| Return within 14 days | Within 14 days of delivery | 7-14 days after boutique receives | ~95% (high) |
| Return after 14 days (defective) | Any time | 10-21 days (requires investigation) | ~70% (depends on proof) |
| Return after 14 days (change of mind) | After 14 days | Not guaranteed | ~10% (very low) |
| CCCS escalation | After Farfetch refuses | 30-60 days (investigation) | ~80% (if claim is valid) |
Contact information and escalation routes for Farfetch in singapore
Farfetch does not maintain a physical office or return address in Singapore; returns are managed entirely through the online platform and boutique-specific locations.
Customer service contact methods
- Email: Contact Farfetch through the "Help Centre" in your account or visit help.farfetch.com for region-specific support.
- Live chat: Log in to your Farfetch account and select "Contact Us" to access real-time chat with customer service representatives available in English.
- Returns address: Each order includes a boutique-specific return address on your prepaid return label. Do not return items to a Singapore address; follow the label provided by Farfetch.
Regulatory escalation
- Competition and Consumer Commission (CCCS): Lodge a complaint at www.cccs.gov.sg or call +65 6100 1800 if Farfetch refuses your claim.
- Small Claims Tribunal: If your claim is under SGD $10,000 and CCCS mediation fails, file a claim at the District Court's Civil Desk.
Final steps: using yafee to track your cancellation rights
Cancelling your Farfetch order in Singapore is straightforward when you understand your consumer rights and follow the correct procedure. The Consumer Protection (Fair Trading) Act gives you a 14-day cooling-off period and protection against faulty or mismatched items at any time. Act quickly if you want to cancel before shipment, and always use Farfetch's prepaid return label if you return after delivery. If Farfetch refuses your claim without legal justification, escalate to the CCCS without hesitation.
Yafee has helped thousands of consumers navigate cancellation claims across digital platforms and e-commerce marketplaces. Our contract law specialists understand the nuances of Singapore's consumer protection framework and can guide you through escalation if Farfetch's response falls short of your legal entitlements. Visit Yafee at yafee.com to access templates, email scripts and real-time support for your cancellation claim. Whether you are cancelling before shipment or returning a defective luxury item, Yafee ensures you recover your money within the law's protection.