To make your experience at Hermes.com as pleasant as possible, we recommend using the latest version of your browser. If you access our website using an older version, we cannot guarantee that all of its features will function properly. Please note that your browser must accept cookies and be SSL compatible.
Please contact our Customer Service as soon as possible by telephone on 1800 819 255 Monday to Friday, 9am to 6pm, or use Contact Us to send an email. Once your order has been processed and dispatched we are unable to change any of the order details, such as the name and/or address on the receipt/tax invoice.
You may experience a few minutes delay after you have placed your order and before you receive the order summary. You should also check your Spam inbox, as the message may have been delivered there depending on your email settings. If you still have not received an email, please contact our Customer Service by telephone on 1800 819 255 Monday to Friday, 9am to 6pm, or use Contact Us to send an email. We will verify that the order has been successfully placed and will correct your email address if necessary.
Goods purchased on the Hermes.com website may only be delivered within Malaysia.
Any delivery address situated outside Malaysia and will be refused during the ordering procedure. Hermes.com will not process any order for which a post office box, parcel locker, parcel pick-up service etc. delivery address is provided.
Delivery will take within 2 to 3 business days. You have the possibility to choose a specific delivery slot by clicking on the link sent in the confirmation email or text message received by DHL.
All orders require a signature on delivery.
Missed deliveries will require 2 to 3 business days for re-delivery.
No deliveries will be made on weekends or public holidays for all services.
Orders placed after 2pm on Friday will be dispatched the following Monday or next business day.
Orders placed over the weekend or public holiday will be sent out on the following Monday or next business day.
We do not provide absolute guarantees, due to unforeseen circumstances delays may occur.
To track your order, click Account at the top right on the Hermes.com website. Log in, then use the menu to track your order. If necessary, please feel free to contact our Customer Service by telephone on 1800 819 255 Monday to Friday, 9am to 6pm, or use Contact Us to send an email.
An adult's signature is required at the recipient address for all delivery services. We recommend having your order delivered to an alternate address such as your work if you will not be home to sign for your package. Missed deliveries will require 2 to 3 business days for re-delivery.
Most items ordered are delivered in an orange box tied with our Bolduc ribbon. However, there are exclusions such as books, stationary, equestrian items, selected homewares including cushions and large items.
Only an exchange for a product of an equivalent or higher value is possible (the difference in price must be paid by you or the gift recipient). The gift recipient should contact our Customer Service by telephone on 1800 819 255 Monday to Friday, 9am to 6pm, or use Contact Us to send an email. Exchanges on Hermes.com are only possible within 30 days of purchase, also items purchased from an Hermès store cannot be exchanged on Hermes.com.
All orders are payable in Malaysian Ringgit. We accept the following charge, debit and credit cards: MasterCard®, Visa®, American Express®, JCB®, UnionPay®.
We don’t accept PayPal®.
Your order will only be dispatched once we have verified your payment method and received authorization to process your payment.
All the transactions made on the Hermes.com website are secure.
We established specific security measures to protect your personal information from non-authorized access and use. However, you should never consider the transmission of data over the Internet to be 100% secure. Any information that you make available online can potentially be intercepted and used by third parties.
We accept international credit cards; however, when placing your order, you must enter the international billing address that is linked to your credit card. Goods purchased on the Hermes.com website may only be delivered within Malaysia.
A unique code made up of 3 or 4 digits secures online transactions.
This code can be found:
On the back of your credit card in the signature field (3 digits for Visa® or MasterCard®).
On front, above your card number (4 digits for American Express®).
Each product on the original invoice can only be exchanged once and can only be returned from the country of delivery.
For items received as a gift obtained from the Hermes.com website, you are only entitled to a merchandise exchange.
Product must be returned in perfect condition, unworn, with their original packaging and tags attached (including the orange box, packaging materials such as dust bags, accessories, trade mark signs, certifications and plastic packaging for fragrances). 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.
Returning a product to Hermes.com
Returning a product for exchange or refund is free of charge. In order to enjoy free returns, you must return the product to us via our carrier:
- Contact our Customer Service to register your return and plan for the collection
- Place the original invoice in your parcel
- Seal your parcel
- Print the pre-paid shipping label received by email, and stick it over your parcel
- Print the Duty invoice received by email and hand it to the carrier
After the return
Following receipt of your product, we shall assess the product for the purposes of determining whether to accept the return and reserve the right not to accept the return of any product at our discretion. We will notify you as to whether we have accepted the return of the product in the Acceptance notice.
If you’ve asked for an exchange, our Customer Service will contact you to place an exchange order.
If you ask for a refund, we will process your refund within 4 business days of the Acceptance notice. The refund shall be issued via the same payment method used for the order and in the same currency used by the client when paying for the order.
Return to Hermès stores
Hermès stores do not offer refunds on any product purchased on Hermes.com and will only entitled you with an exchange of merchandise.
Any Hermès product purchased from Hermes.com may also be exchanged for a different product at any 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. The list of Hermès stores offering exchanges can be found at hermes.com/sg/en/find-store.
If you ask for a refund, Hermès E-MESA Pte Ltd will use commercially reasonable efforts to ensure that any refund will be made within 4 business days of receipt of the acceptance notice. The refund shall be issued via the same payment method used for the order and in the same currency used by the client when paying for the order.
Please note that while the refund will be processed by Hermes.com within 4 business days of receipt of the acceptance notice, the time for the funds to become available in your account will vary, this can take up to 10 business days.
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Have a question? You may find an answer in our FAQs.