Second Life

FREQUENTLY ASKED QUESTION

What is Farfetch Second Life?

Farfetch Second Life is a new iniitiative that enables you to sell designer bags from selected brands in exchange for Farfetch credit.

If you don't already know Farfetch, Farfetch is the number-one global technology platform for luxury fashion, connecting the world’s bestbrands and boutiques to customers worldwide. Our vision is to revolutionise the shopping experience for consumers globally. We believe in empowering individuality through our unrivalled range of products, from the brands that are redefining culture in fashion. As of 30 September 2018, over 3,200 different brands were available on our marketplace – from heritage brands to emerging designers. Our consumers can shop across categories including Womenswear, Menswear, Kidswear, Vintage, Fine Watches and Fine Jewelelry, and we ship to 190 countries around the world.

Is this an official Farfetch programme?

Yes. Currently Farfetch Second Life is only in the pilot phase, but if it is successful it may be rolled out permanently.

Which countries is this programme available in?

Unfortunately we are currently only able to cater to those who reside in the UK and other European Union Countries.

What item(s) can I sell?

We currently only accept bags from the following brands: Alexander McQueen, Balenciaga, Bottega Veneta, Burberry, Bvlgari, Cartier, Celine, Chanel, Chloé, Dior, Dolce & Gabanna, Fendi, Givenchy, Gucci, Hermès, Loewe, Louis Vuitton, Maison Goyard, MCM, Miu Miu, Mulberry, Salvatore Ferragamo, Stella McCartney, Valentino, Versace, Prada &YSL. Watch this space though – the list is growing all the time!

Your bag does not have to be bought from Farfetch originally, you can sell any bag from our list of accepted brands.

Can I sell more than one bag?

Yes, you may submit as many bags as you want, but you will need to fill in a new submission form for each one.

Who can I contact if I have additional questions?

The Farfetch customer service team will be happy to support you. Please send an email to secondlife@farfetch.com or call +44 (0) 20 3871 8540 if you have any queries.

How do I define the condition of my bag?

You may refer to our condition guideline below:
Pristine (A+)
The item is new or has barely been used. It shows no wear and tear and comes with a box, dust bag, and authenticity card (where relevant).
Excellent (A)
The item is in impeccable condition with barely noticeable signs of use.
Very Good (AB)
The item has been used but very well taken care of. There are limited signs of wear and these will be described in detail and/or visually declared in the photos.
Good (B+)
The item has been used and has visible signs of wear, e.g. there may be slight patina (a gloss or sheen resulting from age or polishing) and other indications of use. All signs of use will be described in detail and/or visually declared in the photos.
Used (B)
The item has been well loved and may have scratches or other more obvious signs of wear. All imperfections will be described in detail and/or visually declared in the photos.
Poor (BC)
The items that is in poor condition with significant signs of wear and tear. It may not be suitable for everyday use and / or may need restoring.
How do I know what size category my bag falls into?

You can use the following dimensions:
  • XS: 20 x 17 x 13 cm
  • S: 25 x 19 x 15 cm
  • M: 30 x 21 x 17 cm
  • L: 35 x 23 x 18 cm
  • XL: 40 x 25 x 19 cm
I've submitted my bag(s), when will I receive my quote?

Congratulations for submitting your bag! We will send you a quote within 3 business days (Monday to Friday, excluding holidays).

How is the price I'm quoted for my bag(s) determined?

The price quote that you are given will be a competitive trade-in price that is based on several factors including brand, condition, and style.

Will any fees be subtracted from the price that I am quoted?

No! The price that you are quoted is the amount that you will recieve in Farfetch credit, unless the item we receive is materially different from what we expected based on the photos and information that you submitted. If this does happen and the price we are able to offer is lower than the orginal quote, we will let you know as soon as possible. This can be prevented by providing accurate photos and information about your bag in your initial submission.

What happens if I'm not happy with the price quoted?

We try to offer competitive trade-in prices so we hope that you are happy with your quote. If not though, unfortunately at this time all prices offered are final and are not subject to further negotiation. If you are not happy with your quote please therefore reject it by clicking "reject" on the email you were sent. There is no obligation to accept the price offer we have made.

How do I accept the quote that you have given me?

To accept our price offer please click ‘Accept’ on the email we sent with your quote.

Can the original price I'm quoted change after you receive my bag(s)? If so, am I able to reject it?

The price you are quoted may change after we receive your bag if the orginal photos and information provided do not fully represent the condition, material or size of the bag. If this does happen and the price we are able to offer is lower than the orginal quote, we will let you know as soon as possible. This can be prevented by providing accurate photos and information about your bag in your initial submission.

If you are given an updated price offer and you are happy with it then please accept the offer by clicking "accept" on the email we sent you with your quote. If you are not happy with the new price offer though you are able to reject it. If you do choose to reject it, we will send the item back to your original pick-up address for free.

Why haven’t I received my quote yet?

If you have received an email confirming your request, please contact us via email at secondlife@farfetch.com with your confirmation reference.
If you have not received any confirmation from us, please feel free to contact us for further assistance.

How long is my quote valid for?

Unfortunately our quotes are only valid for 14 days. If you still wish to sell your item after the offer has expired, please re-submit photos of your bag to receive a new quote.

I have been asked to send more photos in, why?

We need good photos in order to evaluate and price your bag. Additonal photos are sometimes therefore needed to ensure we can give you the most accurate quote possible. If additional photos have been requested, unfortunately we will not be able to proceed with the evaluation of your bag until those photos are received.
How and when will I be paid?

Payment will be given in Farfetch credits. These will be automatically deposited into your Farfetch account within 2 business days once you have accepted your quote and we have successfully received and verified your bag(s). These credits can be used immediately and do not expire.

Unfortunately at this time we unable to offer other forms of payment (e.g. money). We will update you in the future if this changes.

What is Farfetch credit and what can I use it for?

Farfetch credit is ‘money’ that will be added to your Farfetch account, which you can use to purchase any item that is available for sale on Farfetch.

I haven’t received my Farfetch credit yet, why?

If you haven’t received your Farfetch credit yet, it is likely that your item is still being reviewed. You will receive an email notification as soon as your payment has been processed.

Can I transfer my Farfetch credit to family or friends?

Unfortunately Farfetch credit isn’t transferable.

How long will my Farfetch credit be valid for?

Great news, your Farfetch credits will never expire!
How do I send my items to Farfetch? Are there any shipping costs?

We want to make this a quick and easy process. Once you have accepted your quote, you will be able to schedule a pick up at a time that suits you; we offer 3 pick-up slots per day that you can choose from. Once a pick-up has been scheduled we will send you the box and shipping details that you need to package your item.

This pick-up service is completely free. We cover all costs incurred.

How do I pack my item for sending?

We have tried to make our pick-up process as easy as possible for you. Please see below for information on what to expect next and how to prepare your bag for pick-up:
  1. You will receive the packaging and documents that you need to send us with your bag in the next 48 hours. These will be sent to your pick-up address.
  2. Once these have arrived and you are ready to send us your item please:
    • Empty your bag of its contents
    • Wrap any exposed hardware in tissue paper or bubble wrap
    • Make sure your item is in a condition you’d like to receive it in
    • Follow the instructions that you are given to pack your bag in the packaging provided
  3. Make sure you remove the original shipping label from the packaging, then peel off the sticker with the pre-printed documents attached and stick this over the secured velcro strip to close it and ensure it is clearly visible.
I missed the courier, can I reschedule another pickup time?

Yes. If you need to reschedule your pick up please contact DHL Express either via their website www.dhl.com/en/express or on 0345 072 0278 (please note this number is for UK based customers only). When you contact them please use the tracking ID provided via email.

Is there a way to track the shipment status of my item?

Yes. You can use the tracking ID given via email to track the shipment status of your shipment. To do this please visit the DHL Express website www.dhl.com/en/express . If you have any issues please contact DHL Express on 0345 072 0278 (please note this number is for UK based customers only)

Why haven’t you received my item yet?

Shipping delays may occur over the weekend or during holiday periods. You can track your item using the tracking ID given via email. To do this please visit the DHL Express website www.dhl.com/en/express

Can I drop off my item at the Farfetch office?

Unfortunately this is not something that we are able to offer at the moment. We’ll update you if this changes in the future.

Where will my item be stored once you have received it?

We have a warehouse where we store your items to ensure their safety and security.

I can’t find my label or shipping instructions. Can you help?

Email us and we’ll send out a copy for you to print out.

How quickly do I need to send my item to Farfetch?

There is no set time period, but we recommend that you schedule your pick-up as soon as you receive our quote in order to receive payment for your items as soon as possible.

How will I know that Farfetch has received my bag?

You can keep track of the item through our courier’s website, using the tracking reference on your copy of the waybill.

What happens when you receive my item? How long does the process take?

Our team will assess your item as soon as we receive it. If your item meets our criteria, we’ll send you a quote via email.

The process can take up to a total of 2 weeks including sign up, pickup, assessment and payment.

How do you authenticate bags?

We work with in-house and third-party experts to ensure the authentication of the items we receive. We have a rigorous process to ensure that all items meet our authenticity standards.

Why would my bag not pass the vetting process?

Your item may be rejected during the vetting process if it is different from what was expected based on the photos and information that you submitted. This can be prevented by providing accurate photos and information about your bag in your initial submission. Examples of reasons that you bag could be rejected are listed below:
  • Item is broken or has missing hardware, which was not disclosed
  • Item has an odour, which was not flagged
  • Item is a counterfeit or different item to the one initally submitted
  • Authenticity cannot be confirmed
What happens to my bag if it is rejected?

You will receive an email from us if your item is rejected. The item will then be automatically shipped back to the same address that the pickup was arranged from, free of charge. When the item is delivered we will require a signature for tracking confirmation.

What if I change my mind and decide that I want my bag to be returned?

Unfortunately once you have accepted our quote and sent us your item(s), we are unable to return it / them. We only proceed with orders once you have agreed to our quote.