Returns and exchanges

Conditions for returning a product

Your order will be accepted for refund or exchange if returned in original condition and packaging, within thirty (30) days from the delivery date. The returned item(s) must be accompanied by the original receipt or a copy in the case of a partial return. The item(s) must be returned in perfect condition, unworn, with their original packaging and tags attached (including the orange box, “Hermès Sellier” NFC tag or sticker, packaging materials such as dust bags, accessories, trademark signs, certifications, and plastic packaging for fragrances). Except where there is a failure to comply with a consumer guarantee under the Australian Consumer Law, we are unable to exchange or provide a refund for earrings, ear cuffs, undergarments, swimwear, customized items, personalized items, Nautilus pens that have been assembled and filled with ink and/or furniture, wallpaper, furnishing fabrics and rugs. Products may also be exchanged or returned for a store credit at any Hermès store in Australia within thirty (30) days from the date of delivery. Hermès stores do not offer refunds on any goods purchased on the Hermès website. You will find the list of Hermès stores by clicking into “Find a Store” on our website.

Any Hermès product(s) purchased (or received as a gift) from the Hermès Australia website may also be exchanged for a different product at any international Hermès store (excluding Argentina, Brazil, China, India, Lebanon, Russia, South Korea, Taiwan, Thailand and airport stores) provided that the relevant local legislation allows such exchange, within a maximum period of 30 days following the date of purchase.

Returning a product to Hermes.com

Returning a product for exchange or refund is complimentary. To proceed with this, you must return the articles via TNT using our system of pre-paid return labels.

• Login to your account and select "Track, return or exchange an order" in the selection "your orders".
• Choose the item(s) to return as well as the reason for the return.
• Select exchange or refund, and indicate the desired item in case of exchange
• Select the delivery slot and the address for the collection; OR Contact our Client Consultants to choose a specific date
• Print all required documents and attach them to the parcel.
• Seal your parcel 

If you wish to return an item received as a gift, you may exchange it for an item(s) of equal value. Please contact us, our Client Consultants will send you the pre-paid return label by email.

After the return

Following the receipt of your product, we shall assess the product for the purposes of determining whether to accept the return and reserve the right to not accept the return of any product at our discretion. We will notify you as to whether the return of the product(s) has been accepted in the Acceptance Notice.
If you have requested for an exchange, our Customer Service team will contact you to place an exchange order.
For any further information, please contact us by email [email protected] or telephone at 1300 728 807 (Australia) or 0508 437 637 (New Zealand) Monday to Friday, 9.00am - 6pm (AEST) or consult our General Terms and Conditions of Sale and Use

Shoes
Shoes must be returned in its original packaging and the sole must not be damaged or marked. We recommend that you try your shoes on non-abrasive surfaces.

Fragrance Product
The following conditions apply to fragrance returns:
1) The product must not be open and must be returned in its original packaging (with transparent film)
2) When returning products that may have been damaged during delivery, you must ensure that the bottle is still hermetically sealed (if this is not the case, please contact us).

Belt Kits 
If you have purchased a belt kit comprising a belt strap and buckle, the item can only be returned or exchanged as a complete set of leather strap plus buckle.

Apple Watch Hermès 
The following conditions apply to Apple Watch Hermès returns:
1) The Apple Watch Hermès must be returned in its original packaging and cannot have already been paired or synced with an electronic device. 
2) The serial number on the Apple Watch Hermès being returned must match the serial number on the original receipt.
3) Apple Watch Hermès cannot be partially returned or exchanged and must be returned as a whole set.

Apple Watch Hermès can also be returned to Hermès Sydney, Hermès Melbourne, and Hermès Chadstone stores for exchange only. It must be returned with all original packaging. The Apple Watch Hermès cannot be returned or exchanged in Hermès Brisbane, Hermès Pacific Fair or Hermès Sydney International Airport stores.

Apple AirTag Hermès
The following conditions apply to Apple AirTag Hermès returns:
1) You must return the Apple AirTag Hermès with the leather accessory. 
2) The Apple AirTag Hermès must be returned in its original packaging and the battery activation protection must not have been removed. When the activation protection is removed the battery activates and is automatically non-sellable. 
3) The Apple AirTag Hermès serial number must be the same as the one listed on the original invoice.

If you ask for a refund, Hermès Australia Pty Ltd will use commercially reasonable efforts to ensure that any refund will be made within 7 business days of receipt of the goods returned by crediting your debit, charge or credit card, please note that while the refund will be processed by Hermes.com within 7 business days of receipt of the returned item(s) the time for the funds to become available in your account will vary, this can take up to 10 business days.