Farfetch's theft refund policy depends on how you paid and whether the package was marked as delivered
Farfetch does not have a single "stolen package" refund timeline. Instead, the refund depends on three things: whether the carrier marked it delivered, whether you filed a claim with the carrier, and which payment method you used. If a package shows delivered but never arrived, Farfetch will typically refund you within 5 to 10 business days after you report it — but only after the carrier's investigation closes or Farfetch decides the carrier won't respond.
The process is slower than a standard return because Farfetch must first determine whether the carrier or Farfetch is responsible. If the carrier (UPS, FedEx, DHL, or the local postal service) marked the package delivered, the carrier's insurance usually covers it, not Farfetch. Farfetch will ask you to file a claim with the carrier first. Only if that claim is denied or the carrier does not respond within 30 days will Farfetch issue its own refund.
If you paid by credit card or debit card, Farfetch refunds to that card. If you used PayPal, Apple Pay, or another digital wallet, the refund goes back to that account. Refunds to credit cards can take an additional 3 to 5 business days to appear because the card issuer processes them separately from Farfetch's system.
Key Takeaways
- Farfetch refunds stolen packages within 5 to 10 business days after the carrier's investigation closes or after 30 days if the carrier does not respond.
- You must file a claim with the shipping carrier first; Farfetch will not refund until that claim is resolved or denied.
- Refunds go back to your original payment method, and credit card refunds may take an additional 3 to 5 business days to post.
- If the package was not marked as delivered by the carrier, Farfetch typically refunds faster because the carrier's liability is clear.
- You should report the theft to Farfetch within 48 hours of discovering the package missing to avoid disputes over the report date.
How to report a stolen package to Farfetch
Log into your Farfetch account and go to your order history. Find the order in question and select "Report an Issue" or "Contact Us About This Order." Farfetch will ask you to describe what happened — specifically, whether the carrier marked it delivered, whether you saw it on your porch or in your building, and when you discovered it missing. Take a photo of your front door, mailbox, or building entrance if possible, and have it ready to upload.
Farfetch will send you a case number and ask you to file a claim with the carrier within 24 to 48 hours. Do not wait for Farfetch to file the claim on your behalf. Contact the carrier directly using the tracking number from your order confirmation email. The carrier will open an investigation, which typically takes 5 to 15 business days. During this time, the carrier may ask for photos, a police report, or a signed statement from you.
Forward the carrier's case number and any updates to Farfetch through your original case. This speeds up Farfetch's review because they can see the carrier's progress. If the carrier denies the claim or does not respond after 30 days, Farfetch will issue a refund without waiting further.
When the carrier marked the package delivered but you never received it
This is the most common theft scenario. The carrier's tracking shows "Delivered" but the package is not at your address. In this case, the carrier is liable, not Farfetch, because the carrier confirmed delivery. You must file a claim with the carrier first. Farfetch will not refund until that claim is closed.
To file a carrier claim, use the tracking number from your Farfetch order confirmation. For UPS, go to ups.com and select "File a Claim." For FedEx, use fedex.com and choose "Claims." For USPS, visit usps.com or call 1-800-275-8777. For DHL, go to dhl.com. Each carrier has a different form and timeline. UPS and FedEx typically respond within 10 to 15 business days. USPS can take 30 to 60 days.
If the carrier approves your claim, they will refund the carrier, not you. Farfetch will then refund you once they receive notice from the carrier. If the carrier denies the claim, Farfetch will usually refund you anyway, though this can take an additional 5 to 10 business days after the denial.
When the package was never marked as delivered
If the tracking shows the package is still in transit or was lost before delivery, Farfetch's refund is usually faster. In this case, Farfetch is responsible because the carrier never completed delivery. Farfetch will typically refund you within 5 to 7 business days after you report it, without waiting for a carrier investigation.
You should still file a claim with the carrier for documentation purposes, but Farfetch will not hold up your refund waiting for the carrier's response. This is the fastest path to a refund, and it usually happens within one week of your report.
Refund timing by payment method
| Payment Method | Farfetch Processing Time | Additional Time to See Refund | Total Time |
|---|---|---|---|
| Credit Card | 5–10 business days | 3–5 business days (card issuer) | 8–15 business days |
| Debit Card | 5–10 business days | 3–5 business days (bank) | 8–15 business days |
| PayPal | 5–10 business days | 1–2 business days | 6–12 business days |
| Apple Pay / Google Pay | 5–10 business days | 1–3 business days | 6–13 business days |
Credit and debit card refunds take the longest because the card issuer or bank must process the refund on their end. Digital wallets like PayPal and Apple Pay are faster because they are already linked to Farfetch's system. If you do not see the refund after the times listed above, contact your card issuer or bank to confirm they received it — sometimes refunds are held or rejected by fraud filters.
What to do if Farfetch denies your refund
Farfetch may deny a refund if they believe you received the package or if the carrier's investigation is still open. If this happens, ask Farfetch for the specific reason in writing. Request a copy of the carrier's investigation status and any notes from Farfetch's review. Many denials are reversed once you provide additional evidence, such as a police report or photos showing the package was not at your address.
If Farfetch continues to deny the refund after you have provided evidence, you can dispute the charge with your credit card company or bank. This is called a chargeback. Contact your card issuer and explain that Farfetch refused to refund a stolen package. Provide the case number, tracking information, and any correspondence with Farfetch. The card issuer will investigate and typically refund you within 30 to 60 days if they find in your favor.
You can also file a complaint with the Better Business Bureau or your state's attorney general if Farfetch's response is unreasonable. These complaints do not result in immediate refunds but create a record that may pressure Farfetch to reconsider.
How to prevent theft and protect future orders
Request signature confirmation for high-value orders. When you place an order on Farfetch, check whether signature is an option at checkout. This requires the carrier to get a signature before leaving the package, which prevents porch theft. Signature confirmation adds a few dollars to shipping but is worth it for orders over $200.
Use package delivery instructions if available. Many carriers allow you to leave delivery instructions in the tracking portal. You can ask the driver to leave the package in a specific location, such as a side door, garage, or with a neighbor. This reduces the chance the package sits on your front porch.
Consider using a package locker or holding the package at a carrier location. UPS and FedEx allow you to redirect packages to a nearby UPS Store or FedEx location before delivery. USPS offers similar options through their Informed Delivery service. This keeps the package off your property entirely until you can pick it up.
Frequently Asked Questions
How long does Farfetch take to refund a stolen package?
If the package was marked delivered, Farfetch waits for the carrier's investigation to close, which takes 5 to 30 business days depending on the carrier. Then Farfetch refunds within 5 to 10 business days. If the package was never marked delivered, Farfetch usually refunds within 5 to 7 business days. Credit card refunds take an additional 3 to 5 days to post.
Do I have to file a claim with the carrier before Farfetch will refund me?
Yes, if the carrier marked the package delivered. Farfetch will ask you to file a claim with the carrier first. If the package was never marked delivered, Farfetch may refund you without waiting for the carrier's response, but you should still file a carrier claim for documentation.
What if the carrier denies my claim?
Farfetch will usually refund you anyway once the carrier's denial is final. This takes an additional 5 to 10 business days after the denial. If Farfetch also denies the refund, you can dispute the charge with your credit card company or file a complaint with your state's attorney general.
Can I get a refund if I don't have a police report?
Yes. A police report helps but is not required. Farfetch and the carrier will refund based on the tracking information and your account history. A police report strengthens your case if there is a dispute, but most refunds are approved without one.
Will Farfetch refund me if the package was stolen from my building's mailroom?
This depends on whether the carrier marked it delivered. If yes, the carrier is liable and you must file a claim with them first. If the carrier marked it delivered to your building but it was stolen from the mailroom, the carrier's liability is clear and they usually approve the claim. Farfetch will refund you once the carrier's claim is resolved.