I had a pretty good experience but I have heard it depends on which boutique you order from. I personally don't like the idea of ordering from them unless there is an item I just have to have and can't find anywhere else. Some boutiques give better service than others. Farfetch is the "middle man" between consumers and the boutiques, which is very cool because you can find items that might be sold out in your country. I found a lovely leather jacket on sale (that was sold out in the us) and it was neatly packaged and shipped to me within three days. The boutique I ordered from is Spazio Pritelli in Italy and I had it shipped to the U.S. I have not dealt with returns yet.