Customer service

Frequently asked questions

Is the Hermes.com server secure?

HERMÈS INTERNATIONAL has implemented security measures to protect the personal information you provide against unauthorized access and use. Bank card numbers are not kept on the Hermes.com site. They are stored on a secure site of a banking institution. Please be aware, however, that no data transmission over the Internet is 100% secure and any information disclosed online can potentially be collected and used by persons other than the intended recipient.

What is your Privacy Policy?

You can use the Hermes.com website without submitting personal data. However, if you open an account on the website, we do ask you to supply the data necessary for us to invoice you and deliver your order: your name, address, e-mail address, etc.

Hermes.com may also disclose the information you provide on the Hermes.com website to other companies in the Hermès group, in order that such corporate affiliates may contact you with respect to information about them, including products and services of such corporate affiliates that may be of interest to you.

Hermes.com undertakes to disclose your personal data only to third parties involved in the ordering process: bank, delivery service, etc.

Hermes.com may also disclose data wherever necessary to identify or question any individual who, intentionally or unintentionally, damages the property or infringes the rights of Hermès, other Hermes.com website users or any persons penalised as a result of such actions. Hermes.com may also be required by law to disclose personal data in special circumstances such as the filing of a criminal complaint.

How do I log in if I've forgotten my password?

In the section "your account", click on "I have forgotten my password". For the security of your account, a new password will be generated and sent to the e-mail address you enter below. You may change this password by logging into your account.

How do I make changes or cancel my Hermes.com account?

You may edit your account information at any time by logging in and clicking on 'modify your account'. To close your Hermes.com account, please contact Customer service.

Where does Hermes.com deliver to?

Goods purchased via the Hermes.com website may be delivered within the UK, France, Monaco, Germany, Belgium, Netherlands, Luxembourg, Spain, Italy, Ireland, Austria, Finland, Denmark, Sweden.

Orders cannot be placed for delivery addresses situated outside this territory.

HERMÈS SELLIER will not process any order for which a post office box is provided.

How long will delivery take and how much will it cost?

Shipping costs are calculated either on the basis of the categories of the selected products, or on the total value of your order, as well as the shipping service you choose.

For orders comprising a single product category, including agenda refills, fragrances, jewels accessories, men's silk or bags and luggage, shipping costs are as follows:

For orders containing:
-     product categories that are different to the ones mentioned above,
-     or multiple product categories (including those mentioned above),
delivery charges are calculated based on the total value of the order:

For predominantly security reasons, HERMÈS SELLIER shall not process any order for which a general delivery, a P.O. box, a university residence or a Cedex address has been provided.

During the ordering procedure, we will inform you of the time required for delivery and the various forms of delivery available for the goods purchased.
You shall have to pay this amount in addition to the price of the products purchased.

During the ordering procedure, we will inform you of the time required for delivery and the various forms of delivery available for the goods purchased.
You shall have to pay this amount in addition to the price of the products purchased.

Delivery to the United Kingdom:
Fedex Express: All orders placed before 1 p.m. on a business day will be delivered within 2 business days following your order. All orders placed after 1 p.m. on a business day shall be delivered within 3 business days following your order.

For delivery to the Scilly Islands: 3 business days following the order.
For delivery to the Orkney Islands: 4 business days following the order.
For delivery to the Hebrides: 5 business days following the order.
For delivery to the Shetland Islands: 6 business days following the order.

Delivery to France and Monaco:
Courier: All orders placed before 2 p.m. on a business day and intended for a Parisian address will be delivered within 3 hours following your order.
Chronopost Express: All orders placed before 2 p.m. on a business day will be delivered within 1 business days following your order.

Delivery to Corsica Island: 2 business days following your order.

Delivery to Germany, Belgium, Luxembourg, Netherlands, Spain, Italy, Ireland, Austria, Finland, Denmark, Sweden :
Fedex Express: All orders placed before 2 p.m. on a business day will be delivered within 2 business days following your order. All orders placed after 2 p.m. on a business day shall be delivered within 3 business days following your order.
All orders containing alcohol based perfumes products will be delivered within 2 business days following the order.

However, HERMÈS SELLIER reserves the right to divide your order into several shipments. Your credit card shall then be charged accordingly to correspond to the price of products actually shipped. The shipping costs shall only be charged for a single shipment in accordance with the information contained in your order summary.

How do I track delivery of my order?

If you wish to monitor delivery of your order, please contact our customer service by e-mail service.uk@hermes.com or by telephone at + 44 (0)20 7098 1888 from Monday to Friday (except French public holidays), from 9:30 a.m. to 5:30 p.m.

Can I collect my order at a Hermès store?

When ordering, the "store collection" option is available if your billing address is located in an area close to the Hermès stores in Lyon, Lille and Strasbourg. This service is for Hermes.com customers.

For a collection at the Hermès store in Lyon, your items will be available in:
- 1 business day for orders placed and confirmed before 2 p.m. on a weekday
- 2 business days for orders placed and confirmed after 2 p.m. on a weekday

For a collection at the Hermès store in Lille, your items will be available in:
- 1 business day for orders placed and confirmed before 2 p.m. on a weekday
- 2 business days for orders placed and confirmed after 2 p.m. on a weekday

For a collection at the Hermès store in Strasbourg, your items will be available in:
- 1 business day for orders placed and confirmed before 2 p.m. on a weekday
- 2 business days for orders placed and confirmed after 2 p.m. on a weekday

An email will be sent to you informing you of the arrival of your order in store. You will then have 3 weeks to collect your order.

To collect your order, please introduce yourself to a sales person when you arrive at the store, along with:
- the email informing you of the availability of your order (printed out or on the screen of your phone)
- proof of identification

How do I purchase corporate gifts through Hermes.com?

For further information regarding the Hermès corporate gift programme, please call + 44 (0)20 7098 1888 or e-mail service.uk@hermes.com.

How do I contact your customer service?

You may contact our customer service:

­- by e-mail: click on "contact us" to submit your enquiry, or e-mail us directly at service.uk@hermes.com.

­- by telephone only from within the United Kingdom: dial + 44 (0)20 7098 1888 from Monday to Friday (except French public holidays), from 9:30 a.m. to 5:30 p.m.

How do I return or exchange an item ordered via Hermes.com?

You may return any product ordered on the Hermes.com website for exchange or refund within thirty (30) calendar days from the delivery date. Returned products must be in their original condition and packaging (the orange box and if possible the delivery box), together with their purchase invoice or a copy in the case of a partial return.

To Hermes.com

Returning a product for exchange or refund is free. In order to do this, you must return the articles to us via our carrier by using our system of pre-paid return labels. Connect to your account and click on "return or exchange items" in the "your orders" section. Follow the instructions which will allow you:

- to choose the articles to return as well as the reason for the return;

- to choose your delivery method (drop-off at the Post Office for orders delivered within France and Monaco or collection of the package at your home, with an appointment service in the latter case);

- to download and print your pre-paid return label.

For gifts - obtained on the Hermes.com website - that you have received, only exchanges are accepted. Only an exchange for a product of an equivalent or superior value (the difference in price must be paid by the recipient of the gift) is possible. Please contact our Customer Service who will send you the pre-paid label by email.

A product ordered on the Hermes.com website that has been personalised on your request cannot be returned for exchange or refund.

Should you wish to return either jewellery/watches from Italy or perfumes (products containing alcohol), please contact Customer Service who will inform you of the procedure to follow. For legal reasons regarding transport, there is a specific procedure for the return of these products.

The following conditions apply to perfume returns:

- The product must not be open and must be returned in its original packaging (in its transparent film);

- When returning products that are defective or have been damaged during delivery, the client must ensure that the bottle is still hermetically sealed (if this is not the case, contact Customer Service).

If you are unable or do not wish to use the pre-paid label service, please contact Customer Service who will record your return. You can then return your package to the following address:

H.com
Service Retour
24, rue du Faubourg St Honoré
75008 Paris
France

In this case, you are advised to take out the insurance offered by your carrier. HERMÈS SELLIER will not be responsible or liable if any item you wish to return to the Hermes.com website is lost, misdirected or delivered late insofar as you have to bear the risks of the shipping you have chosen.

We do not currently exchange or allow refunds for goods purchased in Hermes stores via the Hermes.com website.

To Hermès stores

Hermès stores offer exchange or customer credit for products purchased on the Hermes.com website, but no refunds. A list of Hermès stores is available by clicking on "boutiques".

For any further information, please contact our Customer Service by telephone only from within the United Kingdom at + 44 (0)20 7098 1888 from Monday to Friday (except French public holidays), from 9:30 a.m. to 5:30 p.m. or consult our General Terms and Conditions of Sale and Use.

Which means of payment are accepted by Hermes.com?

You can only pay for your purchases with a credit or charge card: MasterCard®, Visa®, American Express®. You should enter your credit card or charge card number, its expiry date and its card verification number on the relevant page.

Payments by Visa® and MasterCard® are authenticated and secured thanks to the 3D secure system. This device is also known under the names of "Verified by Visa®" or "MasterCard® SecureCode". During payment, the bank asks the Internet user personal information to check the identity of the card holder and to validate the transaction.

To pay with 3D Secure on Hermes.com:

After validation of your bank details (card number, expiry date and card verification number), a new page will be displayed on which you have to key in the personal information requested by your bank. This information can be:

- the answer to a personal question,

- a password you have previously chosen,

- a code sent by SMS,

- your date of birth...

Once the 3D Secure code keyed in and validated by your bank, your order is finalised. You will then receive a confirmation e-mail.

Authentication is peculiar to each bank. For any questions concerning your 3D Secure code, please contact your bank directly.