FAQs
HOW TO SHOP AND PLACE AN ORDER
Do I need an account to place an order?
No, all you need is an email address to place and track orders. To checkout faster, access your wishlist and order updates, we recommend setting up a 3DOZE account.
If you create a 3DOZE account and place an order, you’ll be automatically enrolled in our loyalty programme, Access. Every piece you buy takes you one step closer to unlocking exclusive rewards – from early sale access and priority customer care to unlimited free shipping and a dedicated personal stylist.
I’ve forgotten my password, what should I do?
Follow the forgot your password link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
How do I receive 3DOZE email updates?
Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can manage your email preferences in your account.
How do I place an order on your website?
Here’s how:
Choose a category or brand from the top navigation menu or search to explore a specific style or brand
Select your desired item and click Add To Bag. Once you’ve added all items, it’s time to checkout
Sign in to your account or, if you’ve not yet created one, continue via guest checkout
Enter your address, payment method and delivery details to place your order. We’ll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.
Can I place an order over the phone?
Sure. Our global Customer Service advisors are happy to assist you with this.
Can I cancel my 3DOZE order or make changes to it?
Yes, you may be able to cancel some items before we prepare your order. Head to Orders & Returns, or if you placed an order as a guest and want to make changes, enter your guest order details here
You can’t add items to an existing order, but you can place a new order for any additional pieces. For more information, view our Orders & Deliveries page
3DOZE PRICING AND PAYMENT
Why is FARFETCH pricing different?
It’s down to our unique business model. At 3DOZE, you’re shopping items from our luxury brands and partner boutiques worldwide.
Prices are determined by each 3DOZE brand and partner boutique, so the price of the same item may vary depending on where it’s coming from and your location. That’s also why placing an item in your shopping bag or wishlist won’t reserve it at a particular price.
Although we don’t have any control over price variation, we’ll always offer you the best price available to your destination when you place your order.
To view the most accurate prices, select your delivery destination on our website.
Which currencies can I shop in?
This is determined by your delivery destination and will be displayed at checkout before placing your order. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.
When will my card be charged?
If you pay by debit card or PayPal, 3DOZE will take payment when you place your order.
Which payment methods do you accept?
- Visa
- MasterCard
- Maestro
- American Express
- Discover
- Diners
- JCB
- JDpay (only available in China Mainland)
- PayPal
- Apple Pay
- Afterpay (only available in the United States and Australia)
- Alipay (only available in the United States, Canada, China Mainland, Hong Kong SAR and Macau SAR)
- HB Pay (only available in China Mainland and Hong Kong)
- Klarna (only available in the US, UK, Germany, Austria, Switzerland and Belgium)
- WeChat (only available in China Mainland, Hong Kong SAR and Macau SAR)
- UnionPay
- iDEAL (only available in The Netherlands)
- Boleto (only available in Brazil)
In selected countries, we accept payment instalments with Klarna and Afterpay.
We only accept credit card instalments as payment in Brazil.
For your safety, security checks are taken on all payments made to us at the time of purchase.
Will my personal details stay safe?
Absolutely. We keep your personal data private and confidential and only share it with your consent or if legally permitted to. For further details, view the 3DOZE Privacy Policy
PRODUCT AVAILABILITY, AUTHENTICITY AND PRE-OWNED ITEMS
Are you going to have my size again?
To be notified about a sold out item being back in stock, go to the product information page. Select your size on the dropdown menu and choose size missing, then enter your email address and the size you need.
Can I reserve an item to buy later?
We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don’t offer reservations.
Are FARFETCH items guaranteed authentic?
Our offering is expertly curated by the best luxury fashion brands and boutiques around the globe and all our items are guaranteed authentic.
How will my order be packaged?
Your order will be carefully prepared in a protective 3DOZE package. If the designer has provided any branded boxes, dust bags or cases, these will also be included.
Do your pre-owned items come in different conditions?
Yes, our pre-owned items come in the following conditions:
Unworn with tags: previously owned but never been used and in original condition. This item comes with its original tags.
Unworn: previously owned but never been used and in original condition. This item comes without its original tags.
Excellent: previously owned and worn, but like new or with almost no signs of use. This item is still in almost perfect condition with no defects.
Good: previously owned and worn with some signs of use. This item may have some fading (of material or plating), patina or scratches.
DELIVERY, DUTIES AND TAXES
How much will I be charged for delivery?
This varies depending on the size, weight and destination of your chosen items. The good news is we offer One Delivery Fee for orders above a certain threshold – this means you can order multiple pieces from multiple locations for one fee. You’ll see the delivery fee at the checkout.
Do you offer Same Day delivery?
Yes, we offer a Same Day delivery service in Berlin, London, Manchester, Paris, Los Angeles, New York, Miami, Milan, Rome, Barcelona, Madrid, Hong Kong SAR and Shanghai. Order before 11:00 in the morning to receive your delivery the same day, and after 11:00 for the next business day.
When will I receive my item and how can I track delivery?
Once your order is confirmed, we’ll send it between 3-5 business days. From your selection, our algorithm will determine the fastest, most cost-effective, and most reliable method for each order. Depending on your location and selected delivery method, after fulfilment delivery can take 2-7 business days. If you ordered from multiple 3DOZE brands and partners, your items will arrive separately. We’ll email you with the tracking information and an estimated delivery date when each item is sent.
You can also track your order by heading to Orders & Returns in your account. Opted for guest checkout? Track your guest order here
Will I need to pay duties and taxes?
3DOZE ships to the following destinations on a Delivery Duties Paid (DDP) basis:
European Union (excluding the Canary Islands), The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Switzerland, Singapore, Republic Of Korea, Kuwait, Mexico, Qatar, India, Norway, Saudi Arabia, Taiwan Region, Turkey, Thailand, U.A.E, Japan, Brazil, Isle of Man, San Marino, Colombia, Chile, Argentina, Egypt, Lebanon, Hong Kong SAR and Bahrain.
This means that all applicable duties and taxes are included in the final price when you place your order and there are no additional costs due upon delivery.
If a Delivery At Place (DAP) destination is selected, the price you pay to 3DOZE will exclude all relevant import duties and sales taxes. As the recipient, you’ll need to pay these directly to the courier to release your order from customs upon arrival.
For US customers, 3DOZE does not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases.
For more details, please contact your local customs office, respective tax authority or view our Duties and Taxes information
Why can’t certain items be delivered to me?
While 3DOZE delivers internationally, the brands on our website can determine where their items are distributed — so some may not be available to order in all regions. Some items may also be restricted by local customs in the country you are sending to. If you have any questions, contact our global Customer Service team
I didn’t receive my invoice with my order. Where can I find it?
We’re creating a more sustainable shopping experience. To reduce waste, invoices have been removed from 3DOZE orders. Sign in to your account on our website to download your digital invoice, or if you placed an order as a guest, enter your guest order details here
RETURNS AND REFUNDS
What is 3DOZE’s returns policy?
We offer a refund on any items returned to us within 14 days of the delivery date, excluding any delivery costs. You can use our Free Collection service to return any unwanted items.
If you have used cryptocurrency to pay for your order and you wish to return the items for a refund, you can follow the return procedure outlined below within 30 days from the date you placed 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 will use the email address you provided at checkout and email you as soon as your refund has been processed. Once 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.
To start a return, go to Orders & Returns in your account, or if you placed your order as a guest, enter your guest order details here
It’s best to book your collection within 7 days of delivery — this is to make sure your package arrives within the required time frame. We are unable to process exchanges and all returned items must be unworn, undamaged and unused, with all tags attached. All designer boxes or cases that came with your order must be included with your return. If anything is damaged or missing from your return, you may not receive your refund. Read the full Returns Policy here
How do I book a free collection or return in store?
To request a return, go to Orders & Returns if you have an account, or if you placed your order as a guest, enter your guest order details here
For our Free Collection service, select courier collection and choose a collection date. We’ll then send you a confirmation email with the next steps. Need to reschedule your collection? You can also do this in Orders & Returns in your account.
If you would prefer to drop off your return, select drop-off instead. Prepare your package with any return documents and take it to your chosen location along with your return confirmation email. Returns delivered within the US can be dropped off at any UPS or Fedex store.
I want to return my order but I need my invoice for customs clearance. Will it still be included in my order?
Yes – invoices for customs clearance will still be included in your 3DOZE order. When you’re preparing your return, you’ll need to include the Return Note outside the 3DOZE package.
How do I return my item?
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 3DOZE partner boutique or courier drop-off point
Prepare your return
- Place the item inside the 3DOZE packaging – don’t forget any brand boxes, dust bags, or cases
- Attach your Return Label to the outside of the 3DOZE 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.
Returns from different brands or partner boutiques received individually should be packaged separately and the correct Return Label attached to the outside of each 3DOZE package.
How do I package my item for return?
Follow these steps to prepare your item:
- Place any unwanted items, along with any brand boxes or cases that came with your order, inside the reusable 3DOZE packaging
- Attach the Return Label and a signed copy of the Return Note to the outside of the 3DOZE packaging. Please do not attach any labels to the designer box or cases that came with your order
If you’re returning to multiple locations, please pack the items separately and attach the corresponding Return Label to the outside of each package.
Find out more about preparing your package for return here
Does my order need to be returned in the 3DOZE package it arrived in?
We recommend returning your item in the reusable 3DOZE package provided, but if you’re unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.
Will the courier collect multiple packages?
Yes, your courier may be able to collect multiple packages. If you’re returning items to multiple 3DOZE brands or partner boutiques, you’ll still need to request a separate collection for each package in your account. If you placed your order as a guest, enter your guest order details here
When will I receive my refund?
You can track your return by using the tracking number assigned to your Return Label. Once your return has been received by our brand or partner boutique, it can take up to 6 calendar days to process. As soon as it’s accepted, we’ll send you a confirmation email.
Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.
Will delivery costs & duties be refunded on return?
While we offer a Free Collection service for all returns, the original delivery cost won’t be included in your refund. If you placed an order to a Delivery At Place (DAP) destination, taxes and duties are non-refundable through 3DOZE. You may be able to recover these by contacting your local customs office directly. If you placed an order to a Delivery Duties Paid (DDP) destination, taxes and duties are refundable through 3DOZE.
Can I return my made-to-order item?
We are unable to accept returns as customised items are created to your specification.
PRE ORDER
What does pre-order mean?
You can get early access to next season’s most wanted pieces before they’re released.
When will my pre-order item arrive?
As soon as your item has been released and is ready to be sent, you’ll receive an email with the estimated delivery date.
When do I have to pay?
Pre-order items require full payment at checkout.
Can I cancel a pre-order?
Some of our brands and partner boutiques allow you to cancel an item before we prepare your order.
To cancel your order:
- Go to Orders & Returns if you have an account. If you placed an order as a guest, enter your guest order number and email address here
- Select the items you want to cancel and your reason for cancellation.
- We’ll email you confirmation of your cancelled order.
If your order has already been prepared, we can’t cancel your order — but we do offer a Free Returns service.
Can I change my delivery address?
Go to Order Details in your 3DOZE account to check if you can change your address. You may not be able to if your item has already been sent.
Are pre-order items refundable?
Yes, just make sure items meet the conditions of our Returns Policy
Will pre-order items be delivered with my other orders?
No, they will be delivered separately according to the expected release date.
Is there a limit on purchasing pre-order items?
There may be order limits on some pre-order items. This is so everyone has a chance to get the items they love.
SIZE AND FIT
Where can I find size conversion charts?
View our size conversion charts by selecting Size Guide, which you can find above the select size menu, on the product information page.
How can I get a better understanding on how a piece will fit?
Go to the product information page and select the Size & Fit tab to view the size, fit, cut and model measurements. You can find the material composition and care instructions on The Details tab.
What’s the difference between size, fit, cut and material?
The size of an item refers to the designer size on the label, fit describes how the item will fit on the body, cut is the silhouette and the material describes what the item is made from. To find this information, go to the product information page and view The Details and Size & Fit tab.
Why do designer sizes vary?
International sizes are slightly different when converted and some designers fit larger or smaller than others. That’s why we provide specific information for each item.
What if my item doesn’t fit?
If your item doesn’t fit, you can return it with our free returns service. If you’d like to place another order, you can do this online or contact our global Customer Service team
PROMOTIONS
How do I find out about the latest promotions?
To stay updated on exclusive promotions, new in and early sale access, sign up to our emails
What different types of promotions are there?
You can view all our promotions on the Promotion Terms & Conditions page
Or if you’re an Access member, check your Access dashboard for promotional rewards in your account.
How do I apply a promo code?
All you need to do is add your eligible items to your shopping bag. Depending on the promo code, it will either be automatically applied, or you may have to manually enter it at checkout. If you have any questions, contact our global Customer Service team
Are there any brands excluded from promotional discounts?
Yes, promotional discounts can only be redeemed on selected brands and items. As each 3DOZE promotion is different, we’re unable to provide a list of excluded brands and items. However, items that are labelled or added to the promotions page may be eligible for a promotional discount.
For more information, view the Promotion Terms & Conditions page
How do I know if my item is eligible for a promotion?
Items that are labelled or added to the promotions page may be eligible for a promotion. If a minimum spend applies, this must be spent in a single transaction. For more information, view the Promotion Terms & Conditions page
The item I want is part of the promotion but my size isn’t discounted. Why does this happen?
At 3DOZE, you are shopping items from our worldwide selection of luxury brands and partner boutiques. If the size you want is from a brand or partner boutique that isn’t participating in our 3DOZE promotion, it will not be discounted.
My promo code has expired. Can I request another one?
Our Customer Service team are unable to reactivate any promotional discounts. Promotional discounts and promotional codes are also non-transferable and have no cash alternative.
Can I combine two promotions simultaneously?
Some 3DOZE promotions cannot be used simultaneously. If there are two promotional offers available, you’ll have to choose which promotion you’d like to apply. If there’s a live campaign that’s automatically applied at checkout, all you need to do is add your promo code of choice at checkout to overwrite it.
