Customer Care

Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book, you will be able to view your order history and you can find tracking numbers for current orders.

You can create an account or proceed with guest checkout.

Creating an account provides you with the ability to:

• Keep track of current orders and view previous purchases.
• Save your billing and shipping information to place orders conveniently.
• Manage your wishlist to place orders conveniently.

All orders are subject to acceptance and availability. By placing an order, you agree that:

• you have reached the age of majority in your jurisdiction,
• all details you provide to The Future Rocks are true and accurate,
• you are an authorized authorized user of the credit or debit card used to place your order, and
• there are sufficient funds in your payment method to cover the order's cost.

Once you place an order, we will send an order confirmation to the e-mail address provided at checkout. The order confirmation* is an invoice and includes all your relevant order details.

* Note that this is not an acceptance of your order but a confirmation that we have received your order. 

We will send an order dispatch confirmation to your e-mail address which will be our acceptance of your order creating a legally binding sales contract between you and The Future Rocks subject to and per our Terms & Conditions. If we dispatch your goods separately, we may send you a confirmation, and there will be a separate contract for each.

Until such point, you can contact us and cancel your order, except for made-to-order items, with any payment you made for ordered goods refunded. Following acceptance, you can only cancel your order per your cancellation rights in our Refund Policy.

Canceled orders, for any reason, including if we cannot accept your order, then any payment you made for ordered goods will be refunded, and there will be no contract between you and The Future Rocks. 

Please note: we reserve the right to limit quantities per order or customer for exclusive releases.

If you’ve received your order confirmation and have any concerns, please get in touch with us, and we will be happy to help you make modifications where and to the extent possible.

Standard order processing takes up to 2 business days*.

Orders placed after 11:00 AM (EST) may be processed the following business day, and orders placed on weekends and holidays will be processed the following business day starting at 8:00 AM (EST).

* During peak periods, processing times may exceed two business days.

Modifying or canceling an order is possible if the item(s) has not yet entered into manufacturing or has not shipped.

To modify or cancel your order:

• Contact our Customer Care team if you would like to make changes to your existing order.
• Our Customer Care team will help facilitate feasible changes before the order enters the shipping queue.

To verify an order’s status:

Log in to your account and click on the Orders tab on the left-hand side. Under status, your order* is either Received, In Process, or Shipped.

* Please note: we will update the status of your order throughout your order’s progress.

Here are the definitions of each stage:

Received
You have successfully placed an order in the queue for processing.

In Progress
Your payment method has been approved, and we will prepare your order.

Shipped
We’ve packaged your order, and a tracking number is available. From this point on, you will be able to track your package’s progress as it makes its way to you.

Item prices may vary depending on the destination country or region and the currency used to pay for the item(s).

To ensure the most accurate pricing, taxes, and delivery fees while browsing, please select the desired shipping country at the bottom of any page.

The Future Rocks accepts payment via Visa, MasterCard, American Express, Apple Pay, and Google Pay. Customers shopping from Belgium and Netherlands can also pay via Bancontact or iDEAL.

You must comply with the ‎terms of all agreements between you and any third-party payment ‎processors. If you have any ‎disputes regarding processing your payment, you must deal ‎directly with those third parties to ‎resolve the conflicts. You authorize ‎us to charge all amounts to the ‎payment method details you provide to us. You represent and warrant that each ‎credit card or other ‎payment method you use for payment to us belongs to you, and you have the right to place charges on the credit card or other payment method.‎

When placing an order, the funds allocated for that purchase will be temporarily on hold -- this is the standard pre-authorization period. While this is not an official charge, it is a step towards ensuring sufficient funds are in the account to complete the transaction.

Upon order approval, we will officially deduct the amount owed from your account. The initial pre-authorization charge will automatically void once order processing commences.

Canceling an order will result in the immediate voiding of the transaction. Please note that it may take your bank additional time to allocate the funds back into the account and update your statement.

As an online retailer, data and information security are of the utmost importance to us. Our systems are thorough, secure, and rigorous, ensuring that all personal data shared is protected and explicitly confidential.

All personal data shared during order placement is according to our Privacy Policy.

Once your order ships, you will receive an e-mail with your order's tracking information*, allowing you to keep tabs on the progress of your delivery.

*Please note: tracking information is made available online up to one business day after dispatch.

If the final price includes duties and taxes at check out, you will not be required to pay any additional fees on delivery.

Your local customs authority determines duties, taxes, and fees, and payment of these fees is obligatory if you wish to obtain your order.

For further information, please consult your local customs office.

With a socially conscious vision and an unwavering commitment to sustainability, we encourage our community of creatives and designers not to overproduce and operate on a made-to-order basis. In light of that, we hope you'd be patient with your order and allow extra time for our creators to craft the jewelry that will stand the test of time.

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 FARFETCH 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 FARFETCH partner boutique or courier drop-off point

Prepare your return

1. Place the item inside the FARFETCH packaging - don't forget any brand boxes, dust bags, or cases
2. Attach your Return Label to the outside of the FARFETCH packaging. If you’re returning multiple beauty items that arrived in separate boxes, please package them the same way they arrived with new Return Labels.
3. If you received a Return Note with your order, attach it to the outside of your package
4. 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 and beauty items received individually should be packaged separately and the correct Return Label attached to the outside of each FARFETCH package.

All the documents you need to return your item should be included in your FARFETCH 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

We accept returns within 14 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 FARFETCH security tag or brand tag attached, it must be returned with the tag in its original position
• Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact
• 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
• For other products that cannot be returned due to the nature of the product, a 'non-returnable' label will be stated on the product detail page. In the event of any conflict, the product detail page shall prevail

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.

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 FARFETCH 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. Once you notify us, you will be responsible for the cost and arrangement of returning the items to the FARFETCH brand or partner boutique you ordered from.

For more information on cancelling an order under the Consumer Contracts Regulation (CCRs), view our Terms & Conditions

To cancel a contract, you must inform us, preferably:

• By telephone on +44 (0) 20 3510 0670, giving us your name, address and order reference; or
• By completing and returning this cancelation form to the address specified in the form.

As soon as your return has reached our warehouse we will send you an email. If it has been more than 12 days since you sent it back and you still have not heard from us, please contact Customer Service and we will resolve the issue.

Once your return has been received and accepted by our brand or partner boutique, your refund will be processed to your original payment method, excluding any delivery costs. Refunds can take up to 14 days to show in your account, depending on your payment provider. If you're eligible, we may be able to process your refund as FARFETCH credit if you prefer. Once processed, it will show in your FARFETCH account to use the next time you shop with us.

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

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 as soon as possible

We'll arrange a return and process a full refund for the faulty item.

Final sale items

Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you.

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.

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 FARFETCH 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 FARFETCH partner boutique or courier drop-off point

Prepare your return

1. Place the item inside the FARFETCH packaging - don't forget any brand boxes, dust bags, or cases
2. Attach your Return Label to the outside of the FARFETCH packaging. If you’re returning multiple beauty items that arrived in separate boxes, please package them the same way they arrived with new Return Labels.
3. If you received a Return Note with your order, attach it to the outside of your package
4. 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 and beauty items received individually should be packaged separately and the correct Return Label attached to the outside of each FARFETCH package.

All the documents you need to return your item should be included in your FARFETCH 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

The Future Rocks products are crafted with the highest-quality materials, design and workmanship. The Future Rocks guarantees the authenticity of all products purchased through The Future Rocks website. All The Future Rocks products are individually controlled for quality by The Future Rocks' specialists.

The Future Rocks takes counterfeiting very seriously and takes legal action against any persons, stores, or websites that sell The Future Rocks counterfeit products. Counterfeiting is selling knockoff or imitation products as genuine The Future Rocks goods.

• Counterfeit The Future Rocks products are typically of poor quality and lack the details and workmanship that make each The Future Rocks product high-quality.
• Counterfeiting has been linked to organized crime, child labor, and terrorism.

The Future Rocks is a global marketplace for sustainable and future-forward jewlery.

As the world’s premier destinations for innovative and future-forward lab-grown diamond jewelry, we offer an international portfolio of design-forward jewelry catering to a growing desire for greater transparency and social responsibility.

We ally with socially responsible designers and represent conscious products created from innovative science and materials.

Paving the way for sustainable elegance, we strive and advocate for product transparency in all our jewelry products. We envision a more honest future - where sustainability and inclusivity are vital at every stage of the product journey.

With a socially conscious vision and an unwavering commitment to sustainability, we encourage our community of creatives and designers not to overproduce and operate on a made-to-order basis. In light of that, we hope you'd be patient with your order and allow extra time for our creators to craft the jewelry that will stand the test of time.

The Future Rocks is a global marketplace for sustainable and future-forward jewlery.

As the world’s premier destinations for innovative and future-forward lab-grown diamond jewelry, we offer an international portfolio of design-forward jewelry catering to a growing desire for greater transparency and social responsibility.

We ally with socially responsible designers and represent conscious products created from innovative science and materials.

Paving the way for sustainable elegance, we strive and advocate for product transparency in all our jewelry products. We envision a more honest future - where sustainability and inclusivity are vital at every stage of the product journey.