Online Shopping

Browsing

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 colour display on the Internet?

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

Orders

How may I get assistance with my online order?

You can contact our Customer Service by telephone on +65 6933 3222 Monday to Friday, 9am to 6pm, or use Contact Us to send an email.

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

Please contact our Customer Service as soon as possible by telephone on +65 6933 3222 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.

I just finalised 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 our Customer Service by telephone on +65 6933 3222 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.

Delivery

Where does Hermes.com deliver?

Goods purchased on the Hermes.com website may only be delivered within Singapore.
Any delivery address situated outside Singapore 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. 

How much is the delivery charge?

Delivery within Singapore with DHL Domestic express is complimentary.

How long will delivery take?

Delivery will take within 1 to 2 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.

How do I track delivery of my order?

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 +65 6933 3222 Monday to Friday, 9am to 6pm, or use Contact Us to send an email.

Do I need to sign for my package?

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.

Gifting

Will my order be gift wrapped?

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.

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

You cannot use store credits or gift certificates/cards issued by Hermès stores to purchase items on the Hermes.com website. We only accept payment by debit, charge or credit card.

Can I include a personalized gift message with my purchase?

When placing your order, it is possible to include an accompanying gift card. Alternatively, you can request a blank gift card that you can customize.

If I give a gift to someone, can that person exchange it for something else on Hermes.com?

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 +65 6933 3222 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.

Collect in store

Can I collect my order in a store?

It is possible to collect the items you have ordered on Hermes.com in-store. This complimentary service is currently available at Liat Towers store only. The option of in-store collection will be offered while completing your order. 
An email will be sent informing you of the arrival of your order in-store. You have 10 days to collect your order, after this time the order will be returned to Hermes.com.
To collect your order, please introduce yourself to a sales associate 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), and a proof of identification. You will have to sign the collection slip as proof of reception.

Can a third party collect my order in a store?

A third party can collect your parcel on your behalf. Please indicate the name and telephone number of the person while completing your order. Do not forget to forward to the third party the arrival-in-store confirmation received by email. 
The third party will have to show a proof of identification. Orders can only be collected in-store with valid photo identification and the name on the ID must match the name indicated on the order. 

When will my order be available in store?

Your order will be ready for collection within 1 to 4 business days from the time it has been processed by our customer service department.
An email will be sent to you when your order is available for collection in store.

How do I return or exchange an item collected in store?

Exchange and return policy is strictly the same as any other purchase on Hermes.com:
•    You are entitled to return any product within a maximum period of 30 days following the date of purchase, as long as the item is in perfect condition and with the original receipt.  
•    Hermès stores do not offer refunds on any product purchased on Hermes.com and will only entitled you with an exchange of merchandise.
•    Returns are accepted only when they pass our quality control. 

If you want to return your parcel, you can do it from the website by connecting to your account and clicking on Track, exchange or return. For Web to shop orders, our sales associates would also be pleased to assist you and manage the return on your behalf. 

Payment

Which means of payment are accepted by Hermes.com?

All orders are payable in Singapore Dollar. 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.

Is my payment secure?

All the transactions made on the Hermes.com website are secure.
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 over the Internet to be 100% secure.
Any information that you make available online can potentially be intercepted and used by third parties.

Do you accept international credit cards? Do you ship internationally?

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 Singapore.

When will my credit card be debited?

Your debit, charge, credit card will only be debited when your order is dispatched. If any of the products in your order are unavailable, we will only charge you the price(s) for the goods available.

What is the security code on my credit card?

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®).

Returns and exchanges

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

Conditions for returning a product

You are entitled to return any product ordered via the Hermes.com website within a maximum period of 30 days following the date of purchase (date on the invoice).

You must enclose the original Hermes.com invoice.

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).

Fragrances

The fragrance must not have been opened. When returning a defective product or a product that has been damaged during delivery, the customer must ensure that the bottle is still hermetically sealed; if this is not possible, please contact our Customer Service by phone at +65 6933 3222, Mayday to Friday, 9am to 6pm, or use Contact Us to send an email.

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 Watches

The Apple Watch Hermès 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 Hermès being returned must match the serial number on the original receipt.

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:

• Connect to your account and click on Track, exchange or 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 Customer Service to choose a specific date

• 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

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.

 

In-store returns of the Apple Watch Hermès must be done in the country shown on the shipping address at an authorized Apple Watch Hermes retailer (list of retailers www.hermes.com/applewatchhermes).

When will I receive my refund?

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.