Why have I not had a response from customer care?

Our dedicated Customer Care team aims to reply to all queries within 24 hours. On rare occasions, such as holiday periods or if there is an influx in queries, replies may take a little bit longer.

If you have already been in contact with our Customer Care team and are waiting on an update, our agents may be seeking further information from one of our retailers.

As our partner retailers handle shipping and delivery, our Customer Care agents often need to reach out to them to get the most up-to-date information on products and orders.

We strive to get this information as fast we can. However, if the retailer is experiencing delays, this can unfortunately slow down how fast we get back to you.


Our Customer Care agents will update you as soon as they have further information on your query. However, if you have further questions or have not heard from them in a few days, please feel free to reply to their latest message.


If you would like to contact the retailer directly, you can find its name by checking your confirmation email. You may also want to check your junk or spam mail to make sure no replies have accidentally ended up there.


Next steps


To get in touch with the retailer and find out more about your order, please follow these steps:


  • Visit the Customer Care section on the retailer's site for more information and to find out how you can get in touch.
  • When contacting the retailer, make sure you include your order reference number as well as your full name, the email address used to place the order and your billing address.


For Example


If your order has been placed with Farfetch, visit the Farfetch site to get in touch with its Customer Care team.

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