So I made a purchase from FARFETCH.com
I would like to share the whole process.
The purchasing, the website, faulty goods, returns process, calling the help line, and re-ordering.
On 02-Jan-2018 I made a purchase of two bags; both Versace diamante bags but different colour.
One was for myself and one was for mum.
I made the purchase through PAYPAL and it took about a day and a half for the status to change from "REVIEWING" to "PREPARING ORDER"
I would like to share the whole process.
The purchasing, the website, faulty goods, returns process, calling the help line, and re-ordering.
On 02-Jan-2018 I made a purchase of two bags; both Versace diamante bags but different colour.
One was for myself and one was for mum.
I made the purchase through PAYPAL and it took about a day and a half for the status to change from "REVIEWING" to "PREPARING ORDER"
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I thought maybe I should have just paid through credit card directly but I felt more safer this way and the total shipping time from order to arrival did not take long.
Once your package is shipped you get an email from Farfetch as below:
They took 3 business days to ship out my order as I received this email on 05-Jan-2018 around 5:48AM.
Once your package is shipped you get an email from Farfetch as below:
They took 3 business days to ship out my order as I received this email on 05-Jan-2018 around 5:48AM.
At the same time DHL sent out a text message to me. It showed all the tracking details but by the time I received this it was already in Australia.
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On 07-Jan-2018 (Sunday) I received a text message from Australia Post
notifying me that it is due for delivery the next day (08-Jan-2018).
I received the final text message that it was ready for collection at the post shop on Monday 08-Jan-2018.
I also received a collection slip from Australia Post to pickup the parcel.
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I picked up my parcel 09-Jan-2018. (You will need to sign for it. )
It took a total of 4 business days to arrive for pick up so that was MEGA FAST!!!!.
This was directly shipped from Italy.
It came in a sturdy box and was sealed nicely.
It contained the two bags, each in their little dust bag and instructions/paperwork for returns.
The first thing I did was examine the bags very carefully.
One of the bags were okay but the second bag was damaged.
On their website they say to notify the Farfetch team as soon as possible.
I emailed them straight away with an explanation and matching photos of the faulty item.
Their website goes through the "return policy", "returns process" and also "refunds"
It contained the two bags, each in their little dust bag and instructions/paperwork for returns.
The first thing I did was examine the bags very carefully.
One of the bags were okay but the second bag was damaged.
On their website they say to notify the Farfetch team as soon as possible.
I emailed them straight away with an explanation and matching photos of the faulty item.
Their website goes through the "return policy", "returns process" and also "refunds"
https://www.farfetch.com/au/returns-and-refunds
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In my case it was a faulty item that arrived so I will receive a full refund of one bag including the postage fees.
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I requested for a refund on their website.
Instructions were very clear.
* Under "My Orders & Returns" once the status changes to "delivered", a button appeared on the left side of the order. (I had to wait till the status changed. It took about 3+ hours before it changed after pickup.)
* Then choose "By Courier" and select the item/s to be returned.
* Confirm your pickup address
* Select a pickup time frame
As for the paperwork. There were so many pieces of paper I was lost.
You only need 4 pieces of paper with the box for returns:
* You remove the paperwork carefully from the front of the box and replace it with the piece of paper with three barcodes on it (that was supplied inside the box)
* You then take "Returns Note for Customs" forms, SIGN THEM!, and put one at the front of the parcel and another one to go inside the parcel.
* Another piece of paper with a barcode that says at the top " do not attach to the parcel" is presented to the DHL driver when s/he comes to pick up the parcel.
I called the helpline and a lovely lady called Pea answered the phone.
(To call you just take your phone and dial 0871001758.
If your mobile cannot dial 08 numbers just buy a phone card for $10 at a 7/11 store.)
I bought a "Bubbles phone card" as my phone contract doesn't allow these calls.
The Farfetch helpline is only available Monday to Sunday 9AM-6PM AEST.
(I tried to call them at night thinking it will be morning in the US and this did not work obviously)
The nice lady explained what documents to put where. I also asked about my refund what else needs to be done. I also re-ordered the same bag and asked her to call the store directly to check the condition of the bag before they send it so that this does not happen again. She was very helpful. She was very knowledgeable and was very quick to answer all my questions. I felt like all the stress of the return process was washed away with that one phone call.
(I will not disclose the damages of the bag at this time. I may do so once the second comes. )
I requested that my parcel to be picked up the next day between 9AM to 12PM.
The driver came around 10:30AM so he was on time.
I have had bad experiences with other delivery companies in the past but this was good.
The DHL guy came to inspect the parcel and the paperwork.
He left and that was that.
Quick and easy.
I am still waiting for the status to change to "COLLECTED" as the guy came this morning.
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Instructions were very clear.
* Under "My Orders & Returns" once the status changes to "delivered", a button appeared on the left side of the order. (I had to wait till the status changed. It took about 3+ hours before it changed after pickup.)
* Then choose "By Courier" and select the item/s to be returned.
* Confirm your pickup address
* Select a pickup time frame
As for the paperwork. There were so many pieces of paper I was lost.
You only need 4 pieces of paper with the box for returns:
* You remove the paperwork carefully from the front of the box and replace it with the piece of paper with three barcodes on it (that was supplied inside the box)
* You then take "Returns Note for Customs" forms, SIGN THEM!, and put one at the front of the parcel and another one to go inside the parcel.
* Another piece of paper with a barcode that says at the top " do not attach to the parcel" is presented to the DHL driver when s/he comes to pick up the parcel.
I called the helpline and a lovely lady called Pea answered the phone.
(To call you just take your phone and dial 0871001758.
If your mobile cannot dial 08 numbers just buy a phone card for $10 at a 7/11 store.)
I bought a "Bubbles phone card" as my phone contract doesn't allow these calls.
The Farfetch helpline is only available Monday to Sunday 9AM-6PM AEST.
(I tried to call them at night thinking it will be morning in the US and this did not work obviously)
The nice lady explained what documents to put where. I also asked about my refund what else needs to be done. I also re-ordered the same bag and asked her to call the store directly to check the condition of the bag before they send it so that this does not happen again. She was very helpful. She was very knowledgeable and was very quick to answer all my questions. I felt like all the stress of the return process was washed away with that one phone call.
(I will not disclose the damages of the bag at this time. I may do so once the second comes. )
I requested that my parcel to be picked up the next day between 9AM to 12PM.
The driver came around 10:30AM so he was on time.
I have had bad experiences with other delivery companies in the past but this was good.
The DHL guy came to inspect the parcel and the paperwork.
He left and that was that.
Quick and easy.
I am still waiting for the status to change to "COLLECTED" as the guy came this morning.
I am guessing it can take up to 2-3 days for it to change which is really annoying.
You can Track your parcel at the DHL website using the WAYBILL number (the barcode on the piece of paper that you gave them)
You can Track your parcel at the DHL website using the WAYBILL number (the barcode on the piece of paper that you gave them)
http://www.dhl.com.au/en/express/tracking/monitor_shipments.html
If you can't find this number or forgot to write it down, it will be in your email.
When you applied for the return, Farfetch would have sent out an email that confirms you of the parcel pickup.
You can click "Print your Return Label" and on there are your WAYBILL numbers for tracking.
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So I requested the return on 09/01/18
pickup was on 10/01/18
package was delivered on 12/01/18
refund was received on 17/01/18
It took about a week from when they picked up the bag and the money was returned to my PayPal account.
Hope this helped.
So I requested the return on 09/01/18
pickup was on 10/01/18
package was delivered on 12/01/18
refund was received on 17/01/18
It took about a week from when they picked up the bag and the money was returned to my PayPal account.
Hope this helped.
Disclaimer: the purpose of this review is to give my opinions and thoughts to others with access on the internet. These products mentioned were not free or sponsored. I was not paid or asked to review these products by any companies or bodies. It was not done as a favour to anyone.
Thank you
