Returns and refunds
RETURNS POLICY
We accept returns within 30 days, starting from the day your order was delivered.
Returned items must comply with our returns policy:
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
- Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you
- Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned
- When trying on footwear, please do not mark the soles or damage the shoe box
- If an item has a GAUCHERE security tag or brand tag attached, it must be returned with the tag in its original position
- Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged packaging, where applicable
- Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
- Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you
- Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it
- Made-to-order items cannot be returned as they have been created to your specification unless the item arrives damaged or faulty when delivered to you
Please be careful when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
Customers are liable for any returns made at their own expense, which do not use our standard return service. If returning from a country different from the country in which the order was received, customers must bear the return costs and be liable for the return. This excludes orders in which an incorrect item was received or was damaged, or faulty.
To create a better shopping experience for our customers, we offer a flexible returns policy. We monitor the number of returns and reserve the right to close your GAUCHERE account or restrict future orders if your return behaviour is in breach of our Returns Policy. Read our Terms & Conditions here
Cancelling an order under the Consumer Contracts Regulation
Depending on where you live, you can also choose to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) 2013 Regulations (CCRs). If you would like to cancel your order, you must notify us of your wish to cancel within 14 days from the date your order arrived using one of the methods set out below. If you choose to cancel your order (or part of your order) before it has been prepared for shipment (usually when the shipping label is printed), the items will not be sent out to you and you will receive a full refund, including shipping costs. If you choose to cancel your order (or part of your order) after it has been prepared for shipment (usually when the shipping label is printed), the items will need to be returned. Once the returned products have been received and accepted, you will receive a full refund, including shipping costs. Your statutory rights in relation to cancellation/withdrawal (as set out in section 10 of the Terms and Conditions) are not affected. Once you notify us, you will be responsible for the cost and arrangement of returning the items to the GAUCHERE brand or partner boutique you ordered from.
For more information on cancelling an order under the Consumer Contracts Regulation (CCRs), view section 10 of our Terms & Conditions
To cancel a contract, you must inform us, preferably:
- By telephone, giving us your name, address and order reference;
- By email at customerservice@GAUCHERE.com quoting your name, address and order reference; or
- By completing and returning this cancelation form to the address specified in the form.
HOW TO RETURN
As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.
When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable GAUCHERE packaging. If anything is damaged or missing from your return, you may not receive your refund.
Whether you arrange a collection or drop off your return, you’ll need to do this from the country or region you ordered to.
Here’s what you need to do:
- Go to Orders & Returns if you have an account. If you placed your order as a guest, enter your guest order details here
- Find the order you want to return and click Return Item(s)
- Select each item and your reason for returning
There are two ways to return your items. Depending on your location, one will always be available.
1. Book a free returns collection
Select your collection address and number of packages, schedule a collection date, suitable time and click Book Collection
2. Return for free at a drop-off point near you
Select the in-store or drop-off option in your account and take the return to your chosen GAUCHERE partner boutique or courier drop-off point
Prepare your return
- Place the item inside the GAUCHERE packaging – don’t forget any brand boxes, dust bags, or cases
- Attach your Return Label to the outside of the GAUCHERE packaging.
- If you received a Return Note with your order, attach it to the outside of your package
- Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return
When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.
Need to reschedule your return collection? You can do this by heading to Orders & Returns in your account.
Returns from different brands or partner boutiques received individually should be packaged separately and the correct Return Label attached to the outside of each GAUCHERE package.
All the documents you need to return your item should be included in your GAUCHERE package. If you need to reprint them, head to Orders & Returns in your account, or if you placed an order as a guest, enter your guest order details here
REFUNDS
Once your return has been received by our brand or partner boutique, it can take up to 6 calendar days to process. If your return has been accepted, your refund will be processed to the original method of payment used to place your order, excluding any delivery costs. Where applicable refunds can take up to 14 days to show in your account, depending on your payment provider.
To track the return of your package, use the Waybill Number from the Waybill Doc included in your order. Or check the status of your return by going to Orders & Returns in your account. If you placed your order as a guest and want to track your return, enter your guest order details here
Refund to your GAUCHERE account
Note: this section is not applicable to you if you are located in Japan, South Korea, Taiwan, Hong Kong, Macau, Australia or India.
To improve your shopping experience with us, when you request a return through your GAUCHERE account, you may have the option to select to receive a refund to your GAUCHERE account for use on your next purchase on GAUCHERE. The refund amount visible in your GAUCHERE account will automatically be applied to your next purchase on the Website, subject to an expiry date of 5 years starting from the date your return is accepted (see rules on expiry date below).
GAUCHERE is authorised (as an agent on behalf of our Partners) to offer you the option to receive your refund to your GAUCHERE account. If you select this option, and your return is accepted by the Partner, GAUCHERE (acting in accordance with its authorisations of its Partners) will apply this to your next purchase on the Website. By selecting to receive your refund to your GAUCHERE account, you acknowledge that you have exchanged your right to receive a refund from the Partner.
Please note that:
● Refund to your GAUCHERE account will expire 5 years from the date the return is accepted, as shown in your GAUCHERE account. If you do not place an order before the specified expiry date, the refund amount will no longer be available to use in a future purchase.
● GAUCHERE will automatically apply all visible amounts to your next purchase on the Website, where such a purchase is made before the specified expiry date. If the value of your purchase is lower than what is visible in your GAUCHERE account, the difference shall remain in your account and shall be used on your next purchase on the Website.
● Refund to your GAUCHERE account cannot be redeemed, converted to cash, withdrawn or transferred to anyone else. GAUCHERE reserves the right to expire any refunds to your GAUCHERE account at its discretion if the return involved fraudulent activity, or due to fraudulent activity on your account.
Refunds in cryptocurrency
If you have used cryptocurrency to pay for your order, once your return has been accepted by our brand or partner boutique, your refund will be processed by TripleA in the original cryptocurrency at the current exchange rate. Our payment provider, TripleA will use the email address you provided at checkout and email you as soon as your refund has been processed.
To claim your refund, you’ll need to email TripleA with the following information:
- Full Name
- National ID, Passport or Business Registration Number
- Country of Residence
- Crypto Address to receive your refund
Once you’ve provided the requested information, your refund will be processed by TripleA and they will send you a confirmation email. You’ll need to claim your refund from TripleA within 30 days of being emailed.
When a refund is successfully claimed by you, the crypto should return to your wallet within the same business day, depending on how congested blockchain is. If you need any help, please contact TripleA’s Customer Service team on support@triple-a.io
Faulty items
If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our global Customer Service team as soon as possible
We’ll liaise with the Partner, and if applicable, arrange for the return of the faulty product. You may have the option to select a full refund to your original method of payment, or a refund to your GAUCHERE account, where available (which will be subject to the terms specified above in “Refund to your GAUCHERE account” section.
Made-to-order and pre-owned items
Made-to-order items
Due to the nature of made-to-order items, and the fact they have been specially created for you, we can not accept returns unless the items are damaged or faulty when delivered to you.
Pre-owned items
Pre-owned items sold at FARFETCH are checked prior to sale to guarantee their quality and precision. These items should be treated with care and returned in the same condition they were received.
If any of your purchases arrive in a flawed or faulty condition, or without FARFETCH and brand tags attached, contact our global Customer Service team
