SUBMITTING AN ORDER
Do I have to create an account to place an order?
You can place an order without creating an account, but it is strongly recommended that you create one, so that you can keep a better track of your orders.
What size should I order?
On each product page you will find our size guide where measurements are provided in centimeters and inches. Our shoes follow the European/Italian sizing. We welcome you to contact our Customer Care team for specific sizing advice as well.
Can I change the size and/or colour of one or all the items of an order I have already completed?
Currently BY FAR is unable to offer exchanges. In case you would like to receive a different item from the one you ordered, please contact our Customer Care team to ask for assistance with cancellation.
I didn’t receive an order confirmation email
Please check if you used your correct email address when submitting the order. If so, your email might have ended up in your Junk folder. In case you are still unable to find your order confirmation email, you can contact our Customer Care team - we will check the status of your order and/or resend you the order confirmation.
Do you offer gift wrapping options?
We currently do not offer gift packaging, but we are working towards this direction.
When will my order be shipped?
Our warehouses operate Monday to Friday. Your order will be shipped out in 1-2 business days. We do aim to ship every order within 24 hours during business days. If you submit your order by 11:00 CET time, your parcel will be dispatched on the same day. All orders submitted after this hour will be shipped out on the next business day.
How do I know my order is successfully submitted?
Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. If you haven’t received the order confirmation email, please also check your Junk folder. Please note that it can take up to 24 hours before the courier updates the shipping information after you have received the shipping confirmation email from us.
Can I change the shipping address of an order I have already placed?
Delivery details can be updated only if the order hasn’t been processed by our warehouses’ systems – if you would like to check the status of your order, please contact our Customer Care team. Once an order has been processed, we won't be able to change the shipping address. If your parcel is in motion according to the tracking information, please use the link here to update your address, delivery date or any other delivery instructions. The Customer Care team is not able to update delivery details, as the change would require confirmation via the Recipient’s mobile phone. Please note that delivery country cannot be changed - in such cases your order must be cancelled.
How can I check the status of my shipment?
As soon as your order is shipped you will receive a confirmation email with the tracking number. In case you haven’t received this email, please also check your email Junk folder. By clicking on the tracking number, you will be able to check the status of the shipment directly on the courier’s website.
What should I do in cases when my parcel is missing, or there are items missing from my order, or item is delivered damaged, or delivery is made to a wrong address?
In any of those cases please contact our Customer Care team for assistance. In case of damaged or missing items in the received parcel, please make sure to take photos as an evidence of the issue. We will also need a photo of the packaging so that we can start an investigation with DHL. When contacting us, you will have to provide the photos as well as any relevant order information.
Any of the above issues must be communicated to our Customer Care team within a maximum of 5 days from the delivery date shown on the courier’s website, otherwise it will not be accepted.
Can you put my order on hold and ship it at a later stage?
Orders are shipped out within 24 hours of being submitted and we cannot postpone the dispatch.
RETURNS & EXCHANGES
How can I return my order?
If your purchase is not exactly what you are looking for, you have 14 days from receiving your order to arrange your return. To do so, head to our Returns Portal or visit our customer care help desk for additional information. Please insert your order ID, starting with „GE“ and followed by numbers and the email address used for the submission of your order.
Please note that all items must be returned unused, with authentic labels and in original packaging. For perfumes, please note that due to carrier’s limitations the product cannot be shipped back and therefore all perfume sales are final.
All returns are thoroughly examined upon receipt. We will only issue a refund in case the product and its packaging are in a new-like and re-sellable condition. For perfumes, please note that due to carrier’s limitations the product cannot be shipped back and therefore all perfume sales are final.
When returning items to us, please ensure they are in a new, unworn, unused, undamaged condition, well packaged in their original packaging (carton box, shoe box, dust bags etc.) and protected. Please, place the shoe box inside another box to prevent damage during shipping. When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Please try on your shoes on a carpet or similar platform, as their soles are very delicate and can be scratched easily.
We reserve the right to inspect your return and to reject any returns if not in proper condition as defined above. We cannot guarantee full refund in case of damaged returns.
Note that purchases made through our website can only be returned in accordance with our return policy. At our LA store we do not accept returns of online purchases.
If you made your purchase through a partnered retail location, then any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.
Is the return free of charge?
Currently shipping for returns will be charged, shipping fees may vary depending on the shipping country.
- Europe (UK, Norway, Switzerland incl.): €10
- USA: $15 USD
- Australia: $30 AUD
- Canada: CA$ 38
If you are located in the ROW region, you can reach out to our Customer Care team and they will advise on the precise amount of the return shipping fee.
Can I check my return’s status?
You can check the status of your return by using the tracking number available on the return instructions.
Once your return has been received by our warehouse it normally takes up to 14 business days for return to be processed and refunded. Kindly note that once refund is made, it may take up to 10 business days to receive the refund in your bank account, depending on your bank’s policy.
Can I return a perfume?
Please note that due to carrier’s limitations perfumes cannot be returned.
When will I receive my refund?
Once your return has been received by our warehouse, and the items have been checked, normally within 14 business days we will process the return and will make the refund. It may take up to 10 business days for the refund to be visible on your account, due to banks’ policies.
I am trying to schedule a pick-up, but the Waybill states that courier pickup cannot be scheduled for an important shipment, what should I do?
In this case, please change the shipping country in the upper right corner.
Can I return my order with another shipper?
Currently returns can only be made via DHL Express Services. Returns made with an alternative provider will be returned to the sender.
What do I do if I receive a defective item?
If you happen to receive a faulty item, please contact our Customer Care team specifying your order number, and attach photos so that we can assess the defect.
Please note that items that have been damaged due to improper use or by accident, are not considered faulty items.
How to take care of my BY FAR product?
All our items come with a care label and we strongly recommend following these instructions. For additional advice on how to take care of your product, please check our Product Care Guide.
If you are curious about a specific shoe/boot measurement that is not available on our website, feel free to contact our Customer Care team, so they can assist you.
If an item is out of stock, how can I be notified?
If the item you are looking for is out of stock you can contact our Customer Care team and we will advise if the product will be restocked in the upcoming future or if any of our stockists still carry it. In addition, if your size is sold out, you can sign up to our “Notify Me” list, so that you receive an email in case the item is restocked or in case we receive any returns.
Which types of payment do you accept?
BY FAR is happy to accept numerous local payment methods and all major debit and credit cards such as Visa, MasterCard, Maestro, American Express plus digital payment methods such as such as PayPal, Apple Pay, Amazon Pay, Klarna, Alipay and WeChat Pay.
During the checkout process, the supported payment methods are displayed.
In case your item has been bought through one of our official stockists and you would like to return or exchange it, please refer to the respective stockist as a first point of contact. Should they not be able to assist, our Customer Care team would be happy to investigate your request. Please make sure to provide us with a receipt of your purchase upon getting in contact. The Customer Care team won’t be able to assist if proof of payment is missing or the purchase has been made through a not official stockist.
INFORMATION ON DISCOUNT CODES & OFFERS
Why is my discount code not applicable for a purchase?
Discount codes are valid for a limited time and cannot be applied during sale periods. If you have received a discount code its application period will be specified by the Customer Care agent who provided it. BY FAR reserves the right to end promotions or change their terms and conditions at any time.
How do I use a discount code?
Your discount code is to be applied in the Billing Summary Section field at checkout.
The amount will be directly deducted from your order total. If the value is not deducted from your order total, you may have already used the discount code, or the expiration date may have exceeded. If you have any doubts, please contact the Customer Care team for assistance.
Do you offer a discount for a first-time purchase?
We currently do not offer any discount codes for a first-time purchase, however you can sign up for our email newsletter, so that you receive updates on our sales, collections, and events.
BY FAR reserves the right to refuse price matching on discounted items including items available at our official stockists.
Items on Sale
At this moment items on sale cannot be purchased with any additional discount. Please bear in mind, delivery times might be delayed during sale periods.
I have further questions and would like to get personal assistance from BY FAR. How can I get in touch with you?
Should you require additional information or clarifications, please contact us. Our Customer Service team will be happy to help you:
Initiate your return Returns Portal
Shipping & Order info Customer Care help desk
Customer Care inquiries firstname.lastname@example.org
Customer Care Phone Numbers +359 87 7322018; +359 87 768 5012
Customer Care Working Hours: Monday to Friday 10am - 6pm GMT+3 (Should be changed every 6 months to GMT+2)
I purchased my product from official BY FAR store but the seller appears to be another company?
GLOBAL-E NL B.V. (a Dutch company) is the sales facilitation and fulfilment partner of SOLMATE LTD. (the retailer and owner of the BY FAR brand). BY FAR has an agreement with Global-e allowing Global-e to act as the merchant of record. Any purchases on the official BY FAR website are made through the Global-e Checkout facility, and from Global-e acting as the seller.