Farfetch is a platform for approximately 880 brand and boutique partners in over 40 countries, from historic brands like Burberry to up-and-coming designers like Eckhaus Latta. Farfetch’s 2 million registered customers can purchase goods from around the world – with seamless delivery guaranteed. Seamless on the surface requires seriously complex planning behind the scenes. “The biggest challenge we have in our supply chain – as we don’t fully control pick and pack or ship – is consistency,” says Luis Teixeira, Farfetch’s Chief Supply Chain Officer.
Providing a consistent luxury experience requires finely attuned orchestration of logistics
“Factors related to speed of shipping, stock accuracy, or even quality of packing are very important when you’re talking about a customer like ours,” Teixeira says. “So with time we have learned how to deal with the fact that we don’t touch the goods. And we had to put a lot of standard operating procedures into practice to control these metrics and be able to help our partners to scale their operations, and get better and better at them.” The average Farfetch order is high value, and can be fulfilled from a variety of locations. The platform algorithm calculates the most efficient source and delivery route. Partner boutiques and brands pack the goods with care and often a personal note, an appealing bonus for the customer.
MOVING AT THE SPEED OF FASHION
Farfetch works hard at meeting the luxury customer’s needs. It currently offers express delivery of goods from over 40 countries to 190 countries. There’s same-day service in 18 cities, plus click & collect for those who wish to pick up their package locally. Almost instant gratification is available for shoppers in 12 cities with 90 minute delivery from select retail partners. Customs charges are precalculated and included in the original invoice, and returns are simple.