Online shopping

Services affected by the current environment

Are Hermes.com orders insured despite the Covid-19?

Yes, Hermes.com orders are insured, with extended delivery times given the circumstances. Our priority is both your safety and that of our teams in the field. We have therefore reinforced the sanitary measures within our logistics warehouse and throughout the transport chain.

What are the consequences of the current environment on the delivery of my order?

Deliveries to a postal address are maintained, with the exception of areas where access is temporarily blocked by local authorities.

Store withdrawals are currently suspended, awaiting further instructions from the government.

How will my order be delivered?

Deliveries by our partners FedEx and Chronopost will be made "contactless", in strict compliance with health regulations. The delivery person will leave your package at your front of your door, after confirming its passage with you. You may be asked to sign.
In order to facilitate the work of the drivers and to guarantee the reception of your purchases, we kindly ask you to make sure that you are present at the time of delivery, and to give the drivers as much information as possible to help them find your home.

Are returns for exchange or refund still possible?

In order to offer you the necessary flexibility during this time, we temporarily extend our return period to 60 days after receipt of your order. 
We will continue providing exchanges and refunds, once the packages have been received and checked by our quality department. However, the transport and processing times for product returns may be extended.
The reimbursement periods from the article 11.1 of our general conditions of sale are provided for information only. Current circumstances may disrupt our logistic activities and delivery operations, and refund operations may encounter possible delays. 

Is your customer service available?

More than ever, our customer service is at your side to answer all your questions and respond to your needs in the best possible way. 
You will find our contact details in the "Contact Us" section.

Browsing

What is the availability status of items on the site ?

All items for sale on the Hermes.com e-boutique are available. If you wish to order a significant number of a particular item, please contact our Customer Service department by telephone or email.

What do I need for optimum browsing when visiting Hermes.com?

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.

How accurate is color display on the Internet?

Each product is photographed in a unique way, and the colours displayed are true to life. Nevertheless, it is possible that colours may vary slightly from one computer to another.

Orders

How may I get assistance with my online order?

Please contact our Customer Service department by telephone or by email under the "Contact us" section.

How do I change information on my order after it has been placed?

Please contact our Customer Service department as soon as possible by telephone or by email under the "Contact us" section.

I just finalized my order but I still have not received the order summary.

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 Customer Service.

Gifting

Will my order be gift wrapped?

All orders are delivered in an orange box wrapped in a Bolduc ribbon, excluding makeup and beauty products, calendar products, books, Hermès Editeur objects, large objects and certain equestrian items. Hermès Editeur objects are delivered in a box including a book and a certificate of authenticity.

Can I use a gift card or store credit for an online store?

Hermès gift cards and store credits may not be used on the Hermes.com website.
Please consult the conditions listed on your gift card for its terms of use in stores.

Can I include a personalized gift message with my purchase ?

When confirming your order, it is possible to include an accompanying card for a gift order. You can enter a message or request a blank card which you can personalize yourself.

Will my gift order include an invoice where the price of the items are not shown?

An order will be considered a "gift" if the civil status, last name or first name of the invoicing information is different from that of the delivery information. In this specific case, an invoice where the price of the items are not shown will be included in the package that is sent to the gift recipient.
To request an invoice where the price is not shown, even if your invoicing information is identical to your delivery information, please contact Customer Service as soon as possible after placing your order: 1-855-770-8626 Monday through Friday, 9:00 a.m. to 5:00 p.m.

Delivery

How much is the delivery?

The shipping costs are free of charge, except for: 
- furniture items (the shipping costs are calculated according to the items ordered) 

Our orders are shipped by Chronopost for deliveries in France and by FedEx for deliveries in all other European countries.

How long will delivery take?

Delivery times are calculated from the date of email receipt of your order confirmation. Delivery times are from 2 working days for all orders sent before 2 pm (GMT+1) and from 3 working days for all orders sent after 2 pm (GMT+1).

Delivery in France and in the Principality of Monaco:

- Chronopost Express: Delivery in 2 working days.
- For delivery in Corsica: 2 working days.

Delivery to the UK, Germany, Belgium, Luxembourg, the Netherlands, Spain, Portugal, Italy, Ireland, Austria, the Czech Republic, Finland, Denmark, Sweden:

- Fedex Express: Delivery in 4 working days following your order.
- For delivery to the Scilly Isles: 3 to 4 working days.
- For delivery to the Orkney Islands: 4 to 5 working days.
- For delivery to the Hebrides: 5 to 6 working days.
- For delivery to the Shetland Islands: 6 to 7 working days.
- We do not deliver to the Channel Islands.

Products subject to extended delivery times:

- Please note that delivery of the “Le Flâneur” bike requires two to four working days from order confirmation by our Customer Service. In-store collection is not available for this product. In case of a return, our Customer Service will organize the pick-up of the bike via our carrying firm. The product must be in perfect condition and kept in its original packaging. 
- Art de la Table products and furniture may also be subject to extended delivery times. If it were the case, our customer Service will contact you to inform you of your order’s status.

For any questions, please contact our Customer Service via telephone or via email by clicking on “Contact Us”.

How can I track my delivery?

To track your order, click the "Account" link located at the top right of the Hermes.com website. Log in, then use the menu to track your order. If necessary, please feel free to contact our Customer Service department by telephone or by email under the "Contact us" section.

Where does Hermes.com deliver?

Items purchased on this website can only be delivered to certain European countries, as well as Switzerland and Norway. 
The exhaustive list of countries eligible for delivery may be consulted in the GCS. 
Any delivery address located outside the countries mentioned will be refused when placing the order. Hermes.com will not process an order with a P.O. Box.

Could you deliver to a PO box?

For security reasons, Hermes.com will not process any order that is requested to be delivered to a general delivery address or P.O. Box. All Hermes.com packages are personally delivered to their recipient and, as a result, no packages will be dropped off in a mailbox.

Can I have my package delivered to my mailbox?

For security reasons, all Hermes.com packages are personally delivered to their recipients. No package can be dropped off at a mailbox.

Is a signature required for delivery of my order?

The recipient's signature is required on receipt of your package.

I am on a business trip. Can you deliver to my hotel?

We can indeed deliver to your hotel. Please provide the name and address of your hotel, as well as the dates that you will be staying there, in the "comments" area when you place your order so that our Customer Service can have your package delivered within the given time frame. If we are unable to deliver within this time frame, we will contact you to give you prior notice.

Collect in store

Can I collect my order in a store?

You can collect products ordered via Hermes.com in store. This service is only available in certain stores and for certain products when choosing the delivery method when placing your order.

You will receive an email to confirm that your order has arrived in store. You will then have 21 days to collect it.

To collect your order, please speak to a member of the sales staff when you come to the store. You must bring the following items with you:
- the email confirming the availability of your order (printed or on your phone screen)
- proof of identity.

Can a third party collect my order in a store?

When placing your order, you can designate a third party to pick up your products in store. Please state their first name and surname in the fields provided for this purpose and forward them the email informing you that your order is available in store, which will allow them to pick up your items on presentation of their ID.

When will my order be available in store?

You will receive an email to confirm that your order has arrived in store. You will then have 21 days to collect it.

Payment

Which means of payment are accepted by Hermes.com?

Your purchases may only be paid for by credit or debit card: Visa®, MasterCard®, American Express®, Maestro®, JCB®, Union Pay®. You must state your credit or debit card number along with its expiration date and the card security code on the page provided for this purpose. 
Payment via PayPal is accepted throughout Europe.

Is my payment secure?

All the transactions made on the Hermes.com website are secure. The padlock symbol next to the address bar of the page beginning with "https" indicates that you are in a secure setting.

Via the 3DSecure system, the security of payments made with Visa® and Mastercard® cards is reinforced with the "Verified by Visa®" and "MasterCard® SecureCode" payment methods. You will find more information about the 3DSecure system under "What is 3DSecure? How can I pay using this system?".

HERMÈS INTERNATIONAL has also established specific security measures to protect your personal information from non-authorized access and use. However, you should never consider the transmission of data by Internet to be 100% secure. Any information that you make available online can potentially be recuperated and used by third parties.

Do you accept international credit cards?

We accept international credit cards; however, when placing your order, you must enter the international billing address that is linked to your credit card.

Can I place an order using a bank card that is not my own?

Yes, in this case please indicate the billing address associated with the card.

When will my credit card be debited?

Cards and other payment methods are not debited until an order has been accepted and sent. However, it is possible that your credit card or other payment method may indicate a reserve amount as soon as the order is placed.

What is the security code on my payment card?

A unique code made up of 3 or 4 digits secures remote sale transactions.
This code can be found:
- on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).
- or on front, above your card number. It is made up of 4 digits (American Express, for example).

Returns and exchanges

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

If you wish to exchange your order or ask for a refund, you have the option of returning any product ordered via Hermes.com within thirty (30) calendar days of the delivery date. Products returned must be accompanied by their invoice or a copy of the invoice in the case of a partial return.

In the case of an exchange or request for a refund, the product may be returned free of charge using our prepaid return label system.

If the items were a gift, you may only exchange them for items of the same value. Please contact our Customer Service department, who will send you the prepaid return label by email.

The following conditions apply for fragrance returns:
- the product must not have been opened and must be returned in its original packaging (wrapped in transparent film);
- in the case of a return of a product damaged on arrival, the customer must ensure that the bottle remains sealed (otherwise, please contact our Customer Service department).
Hermès stores do not refund products purchased via Hermes.com.

RETURNING YOUR ITEM
Log into your account and click "ask for an exchange or a refund" in the "your orders" section. Follow the instructions, which will allow you to: 
- choose the items to be returned and the reason you are returning them
- choose your shipping method (package pick-up at home, with an appointment service)
- download and print your prepaid return label.

If you are unable or do not wish to use the prepaid return label service, please contact our Customer Service department, who will record your return. 

In this case, it is your responsibility to prove that the goods have been returned and to return them via a recognized carrying firm of your choice that will provide proof of shipping and delivery. You will bear the costs of returning the goods. Hermès is not responsible for items returned to Hermes.com that are lost, misdirected or delivered late by a carrying firm of your choice. It is your responsibility to assume all of the risks for these returns, along with the expenses, insurance and transport costs associated with these returns.

Can I return or exchange an object in store?

Products purchased in an Hermès store may be exchanged in an Hermès store within thirty (30) calendar days following the delivery date. 
Hermès stores do not refund products purchased via Hermes.com.
Certain items purchased via Hermes.com cannot be exchanged in the store; depending on the type of product and sometimes on the country of delivery, the return of these products for exchange or refund may either be initiated online via Hermes.com or may require you to contact the Hermès Customer Service department to organize their return.
The list of products and delivery countries requiring a specific return process is available in the GCS.
You will find the list of Hermès stores at en.stores.hermes.com.

Do special return conditions apply to any products?

There is a specific procedure for returning watches and jewelry sent to Italy, as well as returning fragrances. To return these types of product, you will need to contact the Customer Service department.

The return costs will be refunded if the prepaid return label system is not available for the type of item that you wish to 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:

If you have ordered our Hermès Apple Watch, it will not be possible to partially return or exchange this item: you must return the watch straps with the watch case. 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?

We strive to issue refunds as quickly as possible. You should receive your refund within 15 business days after your returned item(s) is/are received at our warehouse.