Frequently Asked Questions
Your order / Returns and exchanges
How do I return or exchange an item ordered via Hermes.com?
You may return any item ordered on the Hermes.com site for exchange or refund within thirty (30) calendar days of the delivery date. Items must be returned 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.
- Via the Hermes.com site
Connect to your account and click on "return or exchange items" in the "your orders" section. Follow the instructions which will allow you:
- to select the items to be returned and to select your return mode (drop-off at the Post Office or pick-up at your home address, according to the zone)
- to download and print your prepaid return label.
You may then simply affix the label to your package and turn it over to the carrier.
Some items are subject to special return conditions. Please, consult the question "Do special return conditions apply to any products?".
- Via Hermès stores
Please see the section ''Can I return or exchange an item in-store?''
Can I return or exchange an item in-store?
Hermès stores, except for Italy, offer exchange or customer credit for items purchased on the Hermes.com website, but no refunds. For a list of Hermès stores, please consult the store directory on stores.hermes.com.
In-store returns of "petit h" products will be accepted only at the Sèvres store located at 17 rue de Sèvres in Paris.
We are currently unable to offer exchanges or refunds via the Hermes.com site for items purchased in a Hermès store.
Can I return or exchange a gift purchased on the Hermes.com site?
If you have received an item purchased on the Hermes.com site as a gift, we can only offer an exchange for a product of equal or greater value (any difference in price must be paid by the recipient of the gift).
Please contact our Customer Service Department by telephone or via email through the ''Contact us'' page. They will send you the pre-paid return label by email.
If your order is to be delivered in France or Monaco, you can drop off the package at a FedEx Pick Up. If your order is to be delivered elsewhere in Europe, you will need to arrange for the package to be collected from your address.
Do special return conditions apply to any products?
A special return procedure applies when returning watches or jewellery shipped from Italy or fragrances. You will firstly need to notify us via your customer account that you are returning the item for exchange or refund. You can then return your package to the following address:
24, rue du Faubourg Saint-Honoré
In this case, you are advised to take out the insurance offered by your carrier. Pre-paid return labels are not available for these types of item; you will be reimbursed the shipping costs of the return.
Conditions for returning fragrances:
- the product must be unopened and returned in its original packaging (inside plastic film);
- if returning a product due to a defect or damage in transit, the customer must check that the hermetic seal on the bottle is intact (if not, please contact our Customer Service by telephone or by email via the ''Contact us'' page).
Conditions for returning belt kits:
If you have purchased a belt kit comprising a belt strap and buckle, the item can only be returned as a complete set: leather strap plus buckle.
Conditions for returning the bicylcle "Le Flâneur" :
Please contact our Customer Service to arrange a return. The product must be returned in its original packaging.
Return policy for the Apple Watch:
The Apple Watch Hermes must be returned in its original packaging and cannot have already been paired or synced with an electronic device. The serial number on the Apple Watch Hermes being returned must match the serial number on the original receipt.
In-store returns of the Apple Watch Hermes must be done in the country shown on the shipping address at an authorised Apple Watch Hermes retailer. Click on the link for a list of retailers www.hermes.com/applewatchhermes
When will I receive my refund?
Once you have sent your return package to Hermes.com, we make every effort to process refunds as promptly as possible to ensure they are issued within 14 days.
Please note that the refund will be issued via the same method of payment you used to make your purchase, except for orders completed with PayPal.
If you ask for an exchange for an order completed with PayPal, your credit card details will be required if the amount of the new order is higher than the initial order. If the amount of the new order equals the intial order, no credit card information will be required.
If you ask for a refund, your PayPal account will be credited the amount of the refunded order.