These terms and conditions apply to you as a consumer when you purchase Hermès products in person at a Hermès store in the United Kingdom. Please read these terms and conditions carefully as they are legally binding. In particular, we draw your attention to section 11 below, which explains how we limit our liability to you.
For online purchases made through the Hermes website, you can find the applicable terms and conditions at [https://www.hermes.com/uk/en/general-terms-and-conditions-of-sale-uk/]. For purchases made by telephone, you can find the applicable terms and conditions at [https://www.hermes.com/uk/en/legal-retail].

1    ABOUT HERMÈS

1.1    Hermès stores, located at London Bond Street, London Royal Exchange and London Cadogan Place (the “UK Stores”) are owned and operated by Hermès (GB) Limited (“we”, “us”, “our”). All products and services offered in our UK Stores are provided by us unless otherwise stated.

1.2    Our registered office is 8 Hinde Street, London W1U 3BQ and our registered company number is 00773076. Our VAT registration number is GB 238 442 165.

1.3    If you have any questions, please feel free to speak to a member of our sales team at one of our UK Stores or use our Enquiry Form at https://www.hermes.com/uk/en/faq/. 

2    TERMS OF SALE

2.1    These terms of sale (“Terms of Sale”) apply to you when you purchase a Hermès product (“Product”) at one of our UK Stores.

2.2    The following additional terms and policies (collectively “Terms and Policies”) may also apply: (i) our After-Sales Terms apply when you request a repair to a Product; (ii) our Privacy Policy applies when you make a purchase from us, use our Website or otherwise provide your personal information to us; and (iii) our Website Terms of Sale and our Cookie Policy apply when you use our Website. 

2.3    If there is any conflict between our Terms of Sale and any of our other Terms and Policies, our Terms of Sale shall prevail.

2.4    Please read these Terms of Sale and our other Terms and Policies carefully and make sure that you understand them before purchasing Products. We recommend that you print a copy or save them to your computer for future reference.

2.5    If you would like these Terms of Sale or any of our other Terms and Policies in another format (for example: audio, large print, braille), please contact us using the contact details at the beginning of these Terms of Sale. Our Terms and Policies are only available in the English language.

2.6    By law, we must give you certain key information before a legally binding contract between you and us is made. We will give you this information in a clear and understandable way. Typically, we will give you much of this information in person in our UK Stores at the time you make a purchase, and such information forms part of our Contract with you as though set out in full here. Some of this information is likely to be obvious from the context. Some of the information we are required to give you is also set out in these Terms of Sale, such as information on our refund and exchange policy (section 8) and our complaint handling policy (section 15).

2.7    The images of the Products on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that the display of the colours on your computer or device accurately reflects the true colour of the Products. The colour of your Products may therefore vary slightly from the images on our Website. In addition, certain natural materials such as leather will feature naturally occurring surface variations and imperfections and so the colour, texture and general appearance of leather Products may vary slightly from images on our Website as well as from samples shown to you in our UK Stores. The packaging of the Products may also vary from that shown in the images on our Website. 

2.8    You may only buy Products from us for non-business reasons. Products purchased in our UK Stores must not be resold or made available for resale on a commercial basis.

2.9    Our UK Stores feature window displays and other in-store product displays for the purpose of showcasing our collections from time to time. Display products may sometimes be marked as “Display Only” or “Not For Sale”, but in any case products featured in a window or other in-store display are not available for purchase. 

3    OUR CONTRACT WITH YOU

3.1    You may make a request to purchase a Product with any of our Sales Assistants at our UK Stores (“Order”). You must be at least 18 years of age to place an Order in our UK Stores.

3.2    By placing an Order, you are making a request to purchase the Product on the terms and conditions set out in these Terms of Sale and you are agreeing to be legally bound by these Terms of Sale. This does not mean that your Order has been accepted by us and a contract between you and us will only be made once we have taken payment for your Order and the member of our customer services team serving you has confirmed acceptance of your Order by providing a sales receipt or other written order confirmation (“Confirmation”). Once you have received your Confirmation, a contract between you and us will be made in relation to your purchase (“Contract”).  

3.3    We reserve the right to refuse any Order for any reason. This may happen, for example, because the Product is out of stock or discontinued, because we have identified an error in the price or description of the Product, because we are unable to meet a delivery deadline you have specified, or because we are in dispute with you in relation to another Order or contract we have with you, or if we believe you are in breach of these Terms.

3.4    When placing an Order, please ensure you provide complete and accurate information. It is your responsibility to ensure that your Order is correct and accurately reflects your selection. Once the Contract is made, your purchase can only be amended or cancelled in limited circumstances (see sections 4, 8 and 9 for further details).

4    MADE TO ORDER, CUSTOMISED AND PERSONALISED PRODUCTS

4.1    If we are making the Product to order or customising or personalising the Product to your specification, you are responsible for ensuring that the measurements, specification and other details of your Order are correct. 

4.2    If you wish to make a change to your Order, please contact us at the UK Store where you placed your Order immediately. We will let you know if we can agree to the requested change.

4.3    If we have already started work on your Product, we cannot make changes to your Order. 

4.4    If we agree to make changes to your Order, we will let you know about any changes to the price of the Product, the timing for delivery or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If you agree to the change, your Contract will be amended to reflect the agreed changes. You must pay any additional costs at that time.

4.5    If you wish to have a Product you have purchased customised or personalised at a later date, our After-Sales Terms will apply.

4.6    If you decide not to proceed with your Order, either because we are unable to agree to a change requested by you, or because you do not agree to any additional costs or other changes to the Order arising from your change request, we may end the Contract and section 10 will apply.

4.7    We may occasionally need to make a change to the Product you have ordered. This may be necessary, for example, to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements. If any change we propose to make will have a material impact on the appearance, quality or function of the Product, we will notify you and give you the opportunity to cancel your Contract and receive a full refund. 

5    PRICES AND PAYMENT 

5.1    All Product prices are as stated in our UK Stores from time to time and include any applicable VAT. Prices may change from time to time, but changes will not affect prices relating to any existing Contract that you have with us.

5.2    You must pay for the Products in full at the time you make your purchase. However, for made to order, customised and personalised Products that are ordered for collection or delivery at a later date, you must pay a 50% deposit at the time of your Order and the balance at the time of collection or, if applicable, prior to shipping. Deposits for made to order, customised and personalised Products are non-refundable and will not be returned to you if you change your mind and do not pay the balance when due.

5.3    Prices for our Products exclude any delivery charges. If we agree to ship your Products to you, you must pay any applicable delivery charges at the time you place your Order. We will tell you the applicable charges at the time of your purchase. If your shipping address is outside the UK, you are responsible for paying any import taxes, customs duties and other costs that may be levied by your local authorities in respect of your purchase. You must assess such charges before placing an Order.

5.4    All payments must be made in pounds sterling (£) by cash, debit card or credit card. We also accept payments using gift vouchers and credit notes (see section 7). Payments by debit card or credit card must be authorised by the relevant card issuer. 

5.5    Payments made in cash must not exceed the value of £8,000. Any Order exceeding £8,000 in value must be paid by alternative means.

5.6    Despite our best efforts, it is possible that some prices displayed in our UK Stores may be incorrect from time to time. If we discover an error in our prices, we will let you know as soon as possible after we become aware and we will give you the option to continue with your purchase at the correct price or to cancel your purchase. We will not process the incorrectly priced part of your purchase until we have received your instructions. If the pricing error is obvious or could reasonably have been recognised by you as a mispricing, we will not be obliged to fulfil the purchase at the incorrect price.

6    DELIVERY

6.1    We provide a limited shipping service in respect of certain bulky Products such as furniture. Please ask about delivery options when you visit our UK Stores.

6.2    We only deliver Products to the UK (England, Scotland, Wales and Northern Ireland only), metropolitan France, including the island of Corsica (excluding Guadeloupe, Martinique, Guyana, Réunion, Mayotte, New Caledonia and the French Southern and Antarctic Territories), the Principality of Monaco, Germany (excluding the island of Helgoland and the territory of Busingen), Belgium, Luxembourg, the Netherlands (excluding the Netherlands Antilles and Aruba), Spain (excluding the Canary Islands, Ceuta and Melilla), Portugal (excluding the Azores and Madeira), Italy (excluding Livigno, Campione d’Italia and the national waters of Lake Lugano), Ireland, Austria (excluding the municipalities of Jungholz and Mittelberg), the Czech Republic, Finland (excluding the Aland Islands), Denmark (excluding Greenland and the Faroe Islands), Sweden and Poland (the “Delivery Zone”). 

6.3    We do not deliver to addresses outside the Delivery Zone, or to P.O. Boxes or British Forces Post Office (BFPO) addresses. From time to time, we may also exclude other delivery locations at our discretion. Please enquire when placing your Order. 

6.4    We will not ship any Products until we have received full payment of the purchase price and any delivery charges.

6.5    We will arrange for delivery of the Products using our chosen delivery partner. We aim to deliver Products to you as soon as we can but cannot guarantee delivery on or by a specific date. We will give you an estimated delivery date at the time of your Order.

6.6    Delivery of the Products will take place when we deliver them to the address that you gave us. Risk of damage to or loss of the Products will pass to you at the time of delivery. 

6.7    We may deliver Products in several consignments but will not charge you any extra delivery charges for this.

6.8    The delivery must be signed for. We reserve the right to require you to present a valid form of ID on delivery, such as a passport or driving licence. 

6.9    If no one is available at your address to take delivery, the carrier will leave a note explaining where your Products have been left or that the Products have been returned to the depot, in which case, you will need to contact the depot to arrange re-delivery.

6.10    If something happens which is outside our control and affects the estimated delivery date, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay and give you a revised estimated delivery date. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any Products you have paid for but not received.

6.11    You have legal rights if we deliver any Products late. If we miss the delivery deadline for any Products then you may treat the Contract as at an end straight away if any of the following apply: (i) we have refused to deliver the Products; (ii) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or (iii) you told us before we accepted your Order that delivery within the delivery deadline was essential.

6.12    If you fail to accept delivery of the Products and you do not re-arrange delivery or collect the Products from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the Contract and section 10 will apply. 

7    GIFT VOUCHERS AND CREDIT NOTES

7.1    Gift vouchers and credit notes will be issued as physical paper vouchers. 

7.2    We do not ship gift vouchers or credit notes.

7.3    Gift vouchers and credit notes are valid for a period of 12 months from the date of issue and any unused balance will be forfeited on expiry. 

7.4    When purchasing a gift voucher, you must provide your full name, address and contact details. 

7.5    Contracts for the purchase of gift vouchers cannot be cancelled except in accordance with section 9. 

7.6    Our UK Stores only accept gift vouchers and credit notes that were originally issued in our UK Stores. 

7.7    Gift vouchers and credit notes issued in our UK Stores cannot be used in Hermès concessions and other stockists or online or in Hermès stores outside the UK. 

7.8    Gift vouchers and credit notes can be used in partial or full payment for Products. If the total Order value is greater than the value of the gift voucher or credit note used to make the purchase, you can pay the balance using any other accepted payment method. If the total Order value is less than the value of the gift voucher or credit note used to make the purchase, we will issue a new gift voucher or credit note for the difference in value between the purchase price and the value of the original gift voucher or credit note. 

7.9    Gift vouchers cannot be used to purchase Birkin Bags or Kelly Bags.

7.10    Gift vouchers and credit notes cannot be exchanged for cash or used to purchase additional gift vouchers.

7.11    Credit notes are not transferable and can only be used by the original recipient.

7.12    Gift vouchers and credit notes cannot be resold or made available for resale on a commercial basis.

7.13    We are not responsible for lost, stolen or damaged gift vouchers or credit notes and will not provide replacements in any circumstances.

8    REFUND AND EXCHANGE POLICY

8.1    You do not have a legal right to cancel the Contract and receive a refund just because you change your mind. However, if you change your mind about a purchase after the Contract is made, our UK Stores will accept requests for refunds and exchanges for non-faulty goods in accordance with our refund and exchange policy set out in this section 8 (“Refund and Exchange Policy”), subject always to the “Exceptions” set out below. 

8.2    Our Refund and Exchange Policy does not affect your legal rights in relation to faulty goods (see section 9 for more information).

8.3    All unwanted Products returned for a refund or exchange must be returned to us: (i) in the original new, unmarked and undamaged condition; (ii) in the original new, unmarked, undamaged and unopened packaging (with any cellophane or other seal fully intact); and (iii) accompanied by the original receipt displaying the “item reference”.

8.4    You are responsible for the cost of returning the Products to us, including where we have agreed to collect the Products from you. We will tell you the cost of collection when you arrange your return. The cost of collection will be calculated based on the size and weight of the Products and your location. If we do not receive the Products, we will be unable to process your refund or exchange.

8.5    If the Products were originally shipped to you, we will not refund the original delivery charges. If your shipping address was outside the UK, we will not reimburse any import taxes, customs duties or other costs that may have been levied by your local authorities in respect of your purchase.

8.6    For the purposes of calculating any amount payable by or to you in relation to a refund or exchange, the value of the Products you wish to have refunded or exchanged will be the price stated on your original receipt (not the current price of the Products in our UK Stores).
Refunds

8.7    Our UK Stores will only give refunds for Products purchased from one of our UK Stores. Products purchased from a Hermès store outside the UK cannot be returned to a UK Store for a refund.

8.8    The Products must be returned to a UK Store within 14 days of the date of purchase (or, if applicable, the date of delivery).

8.9    Any refund due to you will be refunded using the same payment method as you used to make the original purchase, except where payment for the Products was originally made in cash, in which case we will refund in cash up to the value of £75 and anything in excess of this amount will be refunded by BACS to your bank account, subject to completion of client identity checks and provision of the relevant bank details. 

8.10    Refunds will be issued at the time of the return if you return the Products to us in person, or within 14 days of our receipt of the unwanted Products if you post the Products to us or we collect them from you.
Exchanges

8.11    Our UK Stores will only exchange Products purchased from a UK Store or a Hermès store outside the UK for other Products of the same or greater value. If the Product to be exchanged was purchased at a Hermès store outside the UK, then “the original purchase price” shall be deemed to be the price in Pounds Sterling (GBP) at which the Product is currently sold in our UK Stores at the time of the exchange.

8.12    All exchanges must be made in person at a UK Store. We do not accept exchanges by post. The Product must be returned to a UK Store within 30 days of the date of purchase (or, if applicable, the date of delivery). 

8.13    If you are exchanging a Product on a like-for-like basis (e.g. for the same Product in a different size), then if the price of the replacement Product has increased or decreased since your original purchase, you will not be required to pay, or entitled to receive, any difference in price. In all other cases, if at the time of exchange the price of the replacement Product is greater than the price  you originally paid for the Product being exchanged, you must pay the balance at the time of the exchange. We will not release the replacement Product until we have received full payment.
Exceptions

8.14    Our UK Stores will not give refunds or exchanges on the following Products: (i) made to order, customised or personalised goods; (ii) discontinued goods; (iii) sale goods; (iv) special order goods; (v) gift vouchers; (vi) swimwear; (vii) underwear; (viii) socks and tights; (ix) fragrances that have been delivered to you outside the UK; and (x) goods that are faulty or damaged in some way where you were made aware of that specific fault or damage at the time of purchase.

8.15    If you wish to return any part of a belt kit (belt strap and buckle) for a refund, you must return all elements of the belt kit, including the leather parts and the buckle. We will only accept a partial return of a belt kit if you are exchanging a belt strap for another belt strap or a buckle for another buckle; otherwise we do not accept partial returns of belt kits in any circumstances. 

8.16    Our UK Stores will only accept returns of Apple products that were originally purchased in our UK Stores. If you wish to return an Apple product purchased elsewhere, you must return it to a store in the country where you originally made the purchase. 

8.17    If returning an Apple Watch Hermès or Apple AirTag Hermès, all original seals on packaging and all other protective films and wrappers must be intact and the serial number of the Product returned must match the serial number on the original receipt.

8.18    Products that fall under the Convention on International Trade in Endangered Species of Wild Fauna and Flora can only be returned or exchanged in the original country of purchase (e.g. a handbag made in crocodile skin).

8.19    Our Refund and Exchange Policy does not apply to Hermès concessions or other Hermès stockists, or to our online stores, as these stores have their own exchange and refund policies. Our Refund and Exchange Policy does not apply if you wish to return Products to Hermès stores outside the UK. Hermès stores outside the UK have their own refund and exchange policies and these will vary from country to country according to the local laws and practices in the relevant country. In particular, Products purchased in our UK Stores can only be returned to Hermès stores outside the UK for an exchange (not a refund) and cannot be returned at all in Hermès stores in Argentina, Brazil, China, India, Lebanon, Russia, South Korea, Taiwan or Thailand or to any Hermès travel retail stores. In addition, Hermès stores in some countries may not accept exchanges of non-leather goods for leather goods.

8.20    We reserve the right to amend, replace or cancel our Refund and Exchange Policy at any time in our sole discretion, but if we do so the terms of the Return and Exchange Policy that was in force at the time your Contract was made will apply to you.  

9    FAULTY GOODS

9.1    We are under a legal duty to supply Products that are in conformity with the Contract. Under the Consumer Rights Act 2015, goods must, among other things, be as described, of satisfactory quality and fit for any particular purpose made known to us. Where our Products do not conform with the Contract, then depending on the circumstances, you may be entitled to a refund, replacement, repair or price reduction. Nothing in these Terms of Sale in any way affects your legal rights. Advice about your legal rights is available from your local Citizens' Advice Bureau (www.citizensadvice.org.uk/) or Trading Standards (www.gov.uk/find-local-trading-standards-office). 

9.2    If you experience a problem with a Product, please let us know as soon as possible by speaking to a member of our customer services team at one of our UK Stores or by using the contact details at the beginning of these Terms of Sale. If wish to exercise your legal right to reject a Product, you must either return it to us in person at one of our UK Stores, post it back to us or, if it has been shipped to you but is not suitable for posting, allow us to collect it from you. 

9.3    If you are returning the Product to us because it is faulty, damaged or not as described, we will reimburse you for any reasonable postage costs incurred by you. If we have agreed to collect the Product from you, we will be responsible for the costs of collection.

9.4    If you have purchased a Product that is faulty, damaged or misdescribed in some way and that issue was brought to your attention at the time of your purchase, then the Product will not be treated as failing to conform with the Contract on account of that issue and we will not offer a refund or exchange on that Product, unless it is faulty, damaged or misdescribed in some other way that was not brought to your attention at the time of purchase.

9.5    Any refund due to you will be refunded using the same payment method as you used to make the original purchase.

9.6    For the purposes of calculating any refund payable to you, the value of the Products you wish to have refunded will be the price stated on your original receipt (not the current price of the Products in our UK Stores).

9.7    We also offer repairs through our after-sales service. Details of our after-sales service are available from any of our UK Stores. Please also see our After-Sales Terms. Information about refunds in relation to our after-sales service can be found in our After-Sales Terms.

10    OUR RIGHT TO END THE CONTRACT

10.1    We may end the Contract for a Product at any time by writing to you if: (i) you do not make any payment to us when it is due and you still do not make payment within five (5) days of us reminding you that payment is due; (ii) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products; or (iii) you do not, within a reasonable time, allow us to deliver the Products to you.

10.2    If we end the Contract in the circumstances set out in section 10.1, we will refund any money you have paid in advance for Products we have not provided but we reserve the right to charge you or deduct from any refund due to you the net costs we will incur as a result of your breaking the Contract.

11    OUR LIABILITY TO YOU

11.1    Nothing in these Terms of Sale in any way limits or excludes our liability for: (i) death or personal injury caused by negligence; (ii) fraud or fraudulent misrepresentation; (iii) breach of your legal rights in relation to goods, including the right to receive goods that are as described, of satisfactory quality, fit for any particular purpose made known to us and for defective products under the Consumer Protection Act 1987; or (iv) any other matter for which it would be illegal for us to limit or exclude our liability.

11.2    Subject to section 11.1, we will not be liable for: (i) any loss or damage that is not caused by us or that was caused by any event or circumstance beyond our reasonable control; (ii) any loss or damage that is not foreseeable (loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process); or (iii) any loss of profit or revenue, loss of business or contracts, business interruption, or loss of business opportunity.

12    YOUR PERSONAL INFORMATION

The privacy of your personal information is important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Notice. 

13    INTELLECTUAL PROPERTY

All intellectual property rights in or to the Products remains at all times vested in us or our licensors. Nothing in these Terms of Sale operates to transfer to you any intellectual property rights in or to the Products. 

14    GENERAL

14.1    The Contract between you and us is personal to you. You may not assign, sub-license or otherwise transfer any of your rights or obligations under a Contract. We may transfer, assign, charge, sub-contract and/or otherwise dispose of part or all of a Contract at any time.

14.2    No one other than a party to the Contract has any right to enforce any term of the Contract.

14.3    If any provision of our Terms of Sale is found to be invalid for any reason, the invalidity of that provision will not affect the remaining provisions of our Terms of Sale, which will remain in full force and effect.

14.4    If we fail at any time to insist on strict performance of any of your obligations under the Contract, or if we fail to exercise any of our rights or remedies, this does not constitute a waiver of our rights or remedies and does not relieve you from compliance with your obligations. A waiver by us of any default does not constitute a waiver of any subsequent default. No waiver by us of any of these Terms of Sale is effective unless it is expressly stated to be a waiver and is communicated to you in writing. 

14.5    We have the right to amend these Terms of Sale from time to time. However, each Contract will be subject to the Terms of Sale that were in force at the time your Contract was made, except to the extent that any change is required by law, regulation or governmental body (whether before or after we give you a Confirmation), or we notify you of any changes to these Terms of Sale before we give a Confirmation. If we amend these Terms of Sale, we will post the new Terms of Sale on our Website and in our UK Stores.

14.6    The laws of England and Wales will apply to our Terms of Sale and the Contract, although if although if you are resident elsewhere in the United Kingdom you will retain the benefit of any mandatory protections given to you by the laws of that part of the United Kingdom. 

14.7    The courts of England and Wales will have exclusive jurisdiction over any claim relating to our Terms of Sale and the Contract, except that residents of Scotland and Northern Ireland may bring a claim in the courts of Scotland and Northern Ireland, respectively. 

15    DISPUTE RESOLUTION

15.1    If you have a complaint relating to these Terms of Sale or our Contract with you, we will attempt to resolve the complaint using our internal complaints-handling procedure. Please contact us using our contact details set out at the beginning of our Terms of Sale.

15.2    If our complaints-handling procedure is exhausted and we have not been able to resolve your complaint, you may make a request to us for the dispute to be settled through alternative dispute resolution (“ADR”) through The Retail Ombudsman. If you make a request for the dispute to be settled by ADR, we will consider whether or not we wish to participate in ADR but we are not obliged by law to participate.

15.3    If we agree to submit a dispute to The Retail Ombudsman, we shall notify you and you may: (i) complete the online form on the Retail Ombudsman website (https://www.theretailombudsman.org.uk/dashboard/create-claim.php); or (ii) send your complaint using a paper form (https://www.theretailombudsman.org.uk/assets/documents/retail-ombudsman-complaint-form.pdf) to The Retail Ombudsman, 33rd Floor Euston Towers, 286 Euston Road, London NW1 3DP.

These terms and conditions apply to you as a consumer when you purchase Hermès and “petit h” branded products from a Hermès boutique by telephone. We draw your attention in particular to section 10, which explains how we limit our liability to you.

 1    ABOUT HERMÈS

1.1    Hermès boutiques in the UK (“Hermès Boutiques”) are owned and operated by Hermès (GB) Limited (“we”, “us”, “our”). 

1.2    Our registered office is 8 Hinde Street, London W1U 3BQ and our registered company number is 00773076. Our VAT registration number is GB 238 442 165.

1.3    If you have any questions, please speak to a member of our sales team at a Hermès Boutique or use our Enquiry Form at https://www.hermes.com/uk/en/faq/.

2    THESE TERMS AND CONDITIONS

2.1    These terms and conditions of sale (“Terms”) apply to you when you place an order for a Hermès or “petit h” product (“Product”) by telephone with a Hermès Boutique offering this service.

2.2    The following additional terms and policies (collectively “Terms and Policies”) may also apply to you:
(a)    When you request a repair to a Product, our After-Sales Terms apply; and
(b)    When you make a purchase from us, use the Hermès UK website or otherwise provide your personal information to us, we will process your personal information in accordance with our Privacy Policy, which can be located at https://www.hermes.com/uk/en/privacy-and-cookies-uk/ .

2.3    Please read our Terms and Policies carefully and ensure you understand them before purchasing a Product. If there is a conflict between these Terms and any of our other Terms and Policies, these Terms take precedence. 

2.4    By law, we must give you certain information before a legally binding contract between you and us is made. We will give you much of this information by telephone at the time you place an order for a Product, and such information forms part of our contract with you as though set out in full here. Some of the information we are required to give you is also set out in these Terms.

2.5    Images of Products are for illustrative purposes only. We make every effort to display colours accurately, but we cannot guarantee that displayed or sample colours will accurately reflect the true colour of your Products. Also, leather is a natural material featuring naturally occurring surface variations and imperfections and so the colour, texture and general appearance of your Product may vary slightly from images or samples shown to you. 

2.6    All Products are intended for sale exclusively to consumers and not to resellers or to intermediaries acting on behalf of resellers. You must only buy Products for non-business reasons. Products must not be resold or made available for resale on a commercial basis.

3    PLACING A TELEPHONE ORDER

3.1    You may place orders for Products in accordance with these Terms if you are at least 18 years old, you possess a valid debit card or credit card and you are located in the UK at the time of your order.

3.2    You may place a telephone order for a Product by calling a Hermès Boutique. To place an order, you will need to provide the following information (“Order Details”):
(a)    Product details: the name and/or reference number of your requested Product, the quantity required and, if applicable, the colour, size, material, finish and any other identifying information we require; and 
(b)    Personal details: your title, first name, last name, telephone number, email address and billing address and, if applicable, delivery address.

3.3    We will confirm if the requested Product is available and, if so, the purchase price of the Product (“Purchase Price”), the estimated collection or delivery date (“Collection Date/Delivery Date”) and any delivery charges (“Delivery Charges”).

3.4    If you choose to proceed with the order, we will send you an email or SMS (at your option) containing a link to an external payment platform (“Payment Link”). Simply click on the link to be redirected to the payment platform, where you will find a summary of the Order Details, Purchase Price, Collection Date/Delivery Date and Delivery Charges (“Contract Data”) and have an opportunity to pay for your Product. 

3.5    To complete the order, you will need to verify the accuracy of the Contract Data, enter your payment details, indicate your agreement to these Terms, acknowledge that you have read and understood the Privacy Notice and click the “Pay” button (“Order”). 

3.6    Once your Order has been received and payment has been made, you will receive a payment confirmation email stating the transaction number and confirming the Contract Data (“Payment Confirmation”). Please note that this does not mean that we have accepted your Order. A contract between you and us for your Order will only be made in accordance with section 4.2 below. These Terms and our Privacy Policy will be send to you with your Payment Confirmation.

3.7    We reserve the right to refuse any Order for any reason, in particular if we are in dispute with you in relation to another Order or any contract we have with you, or if we believe you are in breach of these Terms.

4    OUR CONTRACT WITH YOU

4.1    By placing an Order, you are making an offer to purchase a Product on the terms and subject to the conditions set out in the Order and these Terms. 

4.2    A contract between you and us for your Order will be formed once we have received your Order, taken full payment for your Order and shipped your Order or notified you that it is ready for collection. If a part or all your order is not available, we will contact you for you to decide if you want to proceed with the available part of your Order or if you want to cancel it completely. The contract between you and us will comprise the Order and these Terms (“Contract”), which apply to the exclusion of any other terms and conditions or any terms implied by trade, custom, practice or course of dealing. Once the Contract is formed, it may only be cancelled in limited circumstances (see section 7). 

5    PRICES AND PAYMENT 

5.1    The Purchase Price and any applicable Delivery Charges will be as set out in the Order and include any applicable VAT. We do not offer a tax refund service for telephone sales.

5.2    We will not ship your Product until we have received full payment of the Purchase Price and Delivery Charges. 

5.3    If your shipping address is outside the UK, you are responsible for paying any import taxes, customs duties and other costs that may be levied by your local authorities in respect of your purchase. You must assess such charges before placing an Order.

5.4    Payments must be made in pounds sterling by debit or credit card. We do not accept payment in cash or by cheque, credit note, gift voucher or any other method. All payments must be authorised by the relevant debit card or credit card issuer. Accepted debit cards and credit cards are: Visa®, MasterCard®, JCB®, Diners®, Discover®, Maestro®. Bank card payments are authenticated and secured by means of the 3D Secure system. This technique is also known as “Verified by Visa®”, “MasterCard® SecureCode”. After validation of your card details (card number, expiry date and cryptogram), a new page will appear on which you will be asked to enter the personal information requested by your bank in order to complete your transaction. Authentication is specific to your card issuer. If you have any questions about card authentication or the 3D Secure system, please contact your card issuer.

5.5    Prices for our Products may change from time to time, but changes will not affect any existing Contract. 

5.6    It is possible that some prices may be incorrect from time to time. If we discover a pricing error that affects your Order, we will tell you as soon as possible after we become aware and will give you the option of continuing with your Order at the correct price or cancelling your Order. We will not process the incorrectly priced part of your Order until we have received your instructions. If we are unable to contact you, we will treat the relevant part of your Order as cancelled and notify you using the contact details we hold for you. If the pricing error is obvious or could reasonably have been recognised as a mispricing, we will not be obliged to fulfil a Contract at the incorrect price even if we have already provided you with any form of order confirmation or acceptance.

6    DELIVERY AND COLLECTION

6.1    We only deliver to the UK (England, Scotland, Wales and Northern Ireland only), metropolitan France, including the island of Corsica (excluding Guadeloupe, Martinique, Guyana, Réunion, Mayotte, New Caledonia and the French Southern and Antarctic Territories), the Principality of Monaco, Germany (excluding the island of Helgoland and the territory of Busingen), Belgium, Luxembourg, the Netherlands (excluding the Netherlands Antilles and Aruba), Spain (excluding the Canary Islands, Ceuta and Melilla), Portugal (excluding the Azores and Madeira), Italy (excluding Livigno, Campione d’Italia and the national waters of Lake Lugano), Ireland, Austria (excluding the municipalities of Jungholz and Mittelberg), the Czech Republic, Finland (excluding the Aland Islands), Denmark (excluding Greenland and the Faroe Islands), Sweden and Poland (the “Delivery Zone”). 

6.2    We will arrange delivery using our chosen delivery partner. We do not deliver to PO Boxes, BFPO addresses or to addresses outside the Delivery Zone. We may also exclude other delivery locations in our discretion (please enquire when placing your Order).

6.3    We aim to deliver your Product to you as soon as possible, but we cannot guarantee specific dates. The Delivery Date specified in the Order is only an estimate and you accept that the actual delivery date will depend on a range of factors. If we are unable to meet the estimated delivery date, we will notify you and provide a new estimated delivery date. 

6.4    Delivery of your Product will take place when we deliver it to the address specified on the Order. Risk of damage to or loss of shipped Products will pass to you on delivery. Ownership will pass to you on full payment. 

6.5    We may deliver your Product in several consignments but will not charge you extra delivery charges for this.

6.6    We reserve the right to require you to present a valid form of ID on delivery (e.g. passport or driving licence). 

6.7    If no one is available to take delivery, the carrier will leave a note explaining that the Product has been returned to the depot, in which case, you will need to contact the depot to arrange re-delivery.

6.8    You may also collect your Product at the Hermès Boutique that has sold the Product. No Delivery Charges will apply where Products are to be collected from a Hermès Boutique. The Collection Date specified in the Order is only an estimate and you accept that the actual collection date will depend on a range of factors. If we are unable to meet the estimated collection date, we will notify you and provide a new estimated collection date. We will send you an email and/or SMS to let you know when your Product is available to collect. You must collect your Product within 21 days of the date of the email and/or SMS confirmation. You must provide proof of identity at the time of collection. 

7    CANCELLATION 

If you fail to collect or accept delivery of your Products

7.1    We may cancel the Contract if: 
(a)    you fail to accept delivery and the Products are returned to us; or 
(b)    you fail to collect your Products from the Hermès Boutique within 21 days of the date of the email and/or SMS notification that the Products are ready to collect and we have not received any contact from you. 
If we do this, we will notify you. Any refund due to you will be made to the credit or debit card used to make the original purchase within 14 days after we cancel the Contract.
If we deliver late or make the Product available for collection late

7.2    If we have not delivered your Products or made them available for collection within 30 days of the Delivery Date or Collection Date specified in the Order, you may either: 
(a)    cancel the Contract and we will refund you any money that you have already paid to us in respect of the affected Products; or
(b)    specify a new deadline for delivery or collection, as long as it is appropriate in the circumstances, and if we fail to meet the revised date (where appropriate), you may cancel the Contract and we will refund you any money that you have already paid in respect of the affected Products.

7.3    If you choose to cancel your Contract for late delivery, but Products have already been delivered to you, you must notify us within 30 days after the date of delivery using the contact details in our Returns Policy in section 9. You must then return the Products to us within 30 days after the date of your notification in accordance with our Returns Policy in section 9. 

7.4    If you cancel the Contract due to late delivery or collection in accordance with section 7.2, we will reimburse all payments received from you, including Delivery Charges. Any refund due to you will be made to the credit or debit card used to make the original purchase within 14 days after the date that you cancel the Contract or, if Products have been delivered to you, within 14 days after the date you have returned the Products to us. If we do not receive the Products, we may be unable to process your return and refund.

If there is something wrong with the Product

7.5    We are under a legal duty to supply goods that are in conformity with the Contract. Under the Consumer Rights Act 2015, goods must, among other things, be as described, of satisfactory quality and fit for any particular purpose made known to us. Where our Products do not conform with the Contract (e.g. they have arrived in a damaged condition), then you may be entitled to a refund, replacement, repair or price reduction. This does not affect your Right to Cancel in section 7.9. 

7.6    If you experience a problem with a Product, please notify us as soon as possible after you have discovered the problem and promptly return it to us for inspection in accordance with our Returns Policy in section 9.

7.7    If you are entitled to a refund, we will reimburse to you all payments received from you, including Delivery Charges. Any refund due to you will be made to the credit or debit card used to make the original purchase and will be made within 14 days after the date that we receive the relevant Products back from you and have had an opportunity to inspect them and determine the nature of the problem. If we do not receive the Products, we may be unable to process your return and refund.

7.8    If you are responsible for any damage to your Product, we may still be able to help. We offer repairs through our after-sales service, details of which are available from any Hermès Boutique. 

If you have changed your mind (Right to Cancel)

7.9    In addition to your other legal rights, you have the right to cancel your Contract if you change your mind about the Product and to get your money back in accordance with the terms set out below (“Right to Cancel”). 

7.10    You do not have a Right to Cancel in respect of any Products that have been customised or made to your specification or are clearly personalised (such as where the Products contain your name or initials). Your Right to Cancel is also subject to the exceptions and return conditions set out in our Returns Policy for refund in section 9.

7.11    Your Right to Cancel (if you are so entitled) starts from the date that the Contract is formed (i.e. the date we ship the Products or notify you that they are ready for collection) and ends 14 days after the date on which you have received all Products that are the subject of the Contract (“Cancellation Period”). 

7.12    If you wish to exercise your Right to Cancel, you must notify us prior to the expiry of the Cancellation Period referred to in section 7.11. You may (but are not obliged to) notify us by completing the Cancellation Form set out at the end of these Terms and sending it to our Customer Services team using the contact details set out on the form or in our Returns Policy in section 9. You can also exercise you Right to Cancel without using the Cancellation Form, simply by contacting our Customer Services team using the same contact details. Alternatively, you can exercise your Right to Cancel by returning the Product to a Hermès Boutique in accordance with section 9.8.  

7.13    If you exercise your Right to Cancel, you must return the Products to us in accordance with our Returns Policy in section 9 as soon as reasonably possible and in any case within 14 days of notifying us that you are cancelling part or all of the Contract. 

7.14    If you exercise your Right to Cancel, we will refund you all payments received from you in respect of the cancelled Products including the standard costs (if any) of outbound Delivery Charges. We will not reimburse any supplementary costs arising if you chose a type of delivery method other than standard delivery (e.g. if you selected a faster delivery method). If you only cancel part of a Contract, we will only be obliged to refund a proportionate part of the standard Delivery Charges. 

7.15    Any refund due to you will be made to the credit or debit card used to make the original purchase and will be made within 14 days after the date that we receive the relevant Products back from you or, if earlier, 14 days after the date you provide evidence that you have returned the Products to us. 

8    RETURNS POLICY FOR EXCHANGES 

8.1    You may request an exchange of your Product at any Hermès Boutique in the UK within the period of 30 days after the date you received your Product. 

8.2    Hermès Boutiques outside the UK operate their own discretionary exchange policies. If you wish to exchange your Products at a Hermès Boutique outside the UK, please contact the specific Hermès Boutique and ask for details of their exchange policy. 

8.3    We do not accept exchanges on furniture products, furnishing fabrics, wallpaper, luminaires or any Products that have been made to your specification or are clearly personalised (such as where the Products contain your name or initials). Your right to an exchange is also subject to the exceptions and return conditions set out in our Returns Policy in sections 9.1 to 9.6. 

8.4    If the purchase price of a Product chosen as a replacement is higher than the price paid for the Product returned, you must pay the difference in price. If the purchase price of a Product chosen as a replacement is lower than the price paid for the Product being returned, we will refund to you the difference in price to the credit or debit card used to make the original purchase.

8.5    If you exchange a Product, a new contract between you and us will be formed in relation to the purchase of that new Product on the date that you make the exchange in a Hermès Boutique or the date that we send you the shipping notification for the new Product (as applicable).

8.6    Our exchange policy does not limit or exclude any legal rights you may have in relation to your purchase, including any right to cancel under section 7.

9    RETURNS POLICY FOR REFUND

For any return (in store or by post) 

9.1    You may only return Products for a refund in accordance with your rights in section 7 and within the applicable time period specified in section 7. When returning a Product, you must provide a copy of your original purchase invoice or other proof of purchase. We are unable to process an exchange or refund without proof of purchase. Only the customer who purchased the Product is entitled to receive a refund.

9.2    Unless a Product is being returned because it is defective or not as described, all Products returned should be in their original saleable condition and with their original packaging (including the orange box and, if possible, the shipping carton). We may make a deduction from any refund for loss in value of any Products if the loss is the result of unnecessary handling by you. You are only liable for any diminished value of the Products (in particular, where arising from damage) resulting from handling in a way other than what is necessary to establish the nature, characteristics and functioning of the goods. 

9.3    We will not be able to accept any Products returned in breach of section 9. If we are unable to accept a returned Product, we will contact you and we will, at your request, return the Product to you at your cost or make it available for collection. If you don’t comply with this Return Policy such that we don’t receive back the Products in a timely manner, it may not be possible for us to process any refund due.

9.4    Perfume, make-up and beauty products: For hygiene reasons, we cannot accept returns of perfume, make-up or beauty products if the Product has been unsealed or used (including where the outer transparent film has been removed), except where the Product is being returned because it is defective or not as described. Please ensure bottles are sealed to avoid any leakage in transit. If the bottle is not sealed, please contact our Customer Services team before returning the Product.

9.5    Apple Watch Hermès: Unless you are returning an Apple Watch Hermès because it is defective, the Product must not have been paired or synchronised with an electronic device. In all cases, the serial number of the Apple Watch Hermès must match the number on the original purchase invoice. 

9.6    Belt kits: If returning a belt and buckle ordered using the “belt kits” feature, you must return all elements of the Product, including the leather parts and the buckle. Partial returns will not be accepted.

9.7    Customised, personalised and bespoke Products: In accordance with section 7.10, we  do not accept returns of any Product that has been customised, personalised or made to your specification, except where the Product is being returned because it is defective or not as described.  

Returning Products for a refund in a Hermès Boutique

9.8    You may return a Product for a refund to any Hermès Boutique in the UK (excluding Hermès boutiques in department stores). 

9.9    Any refund due to you will be made at the time of the return in accordance with section 7.4, 7.7 or 7.15 (as applicable depending on your reason for return). 

Returning Products for a refund by post

9.10    For any return by post, please ensure that you:
(a)    contact our Customer Services team by telephone on +44 (0)20 7098 1888 (Monday to Saturday 9:00 am to 5:00 pm) or by email at [email protected] to arrange collection by our carrier if you use the free return option described in section 9.10, or to register your return if you wish to return the Product without using our free return service, in accordance with the process described in section 9.11;
(b)    ensure your Product and all supplied accessories and documents are securely packed in the original shipping box or other container. If you do not have the original box or container, then use packaging that will protect the Product whilst in transit; and
(c)    complete the Cancellation Form set out at the end of these Terms and send it with your Product. 

9.11    You may return your Products to us by post using our free return service by contacting our Customer Services.

9.12    If if you do not want to use our free return service, you can also return your Product by post without using our free return service. You must do so within the applicable time period specified in section 7. If you do not use our free return service, we will reimburse you for the standard delivery costs including the tracking of the package, provided that such costs are reasonable. 

9.13     You are solely responsible for ensuring the return of the Products to us and we will not be liable for the loss of Products in transit, shipment to the wrong address or delay in delivery of Products. We strongly recommend that you take out any insurance offered by your chosen carrier in order to cover the Products’s value. 

10    OUR LIABILITY TO YOU

10.1    Nothing in these Terms limits or excludes our liability for: (i) death or personal injury caused by negligence; (ii) fraud or fraudulent misrepresentation; (iii) breach of your legal rights in relation to goods, including the right to receive goods that are as described, of satisfactory quality, fit for any purpose made known to us and for defective products under the Consumer Protection Act 1987; or (iv) any other matter for which it would be illegal for us to limit or exclude our liability. Advice about your legal rights is available from your local Citizens' Advice Bureau (www.citizensadvice.org.uk/) or Trading Standards office (www.gov.uk/find-local-trading-standards-office).

10.2    Subject to section 10.1, we will not be liable for: (i) any loss that is not caused by us or that was caused by any event or circumstance beyond our reasonable control; (ii) any loss of profits or revenue, loss of anticipated savings or loss of goodwill; or (iii) any unavailability of our Website. We provide detailed instructions on how to use and care for your Product. It is imperative that you follow the care instructions provided in order to maintain your Product in good condition and working order and we will not be liable for loss or damage arising from your failure to follow the care instructions.

11    GENERAL

11.1    The Contract between you and us is personal to you. You may not assign, sub-license or otherwise transfer any of your rights or obligations under the Contract. We may transfer, assign, charge, sub-contract and/or otherwise dispose of part or all of our rights and obligations under the Contract at any time.

11.2    No one other than a party to the Contract has any right to enforce any term of the Contract under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

11.3    If any provision of these Terms is found to be invalid for any reason, the invalidity of that provision will not affect the remaining provisions of these Terms, which will remain in full force and effect.

11.4    If we fail at any time to insist on strict performance of any of your obligations under the Contract, or if we fail to exercise any of our rights or remedies, this does not constitute a waiver of our rights or remedies and does not relieve you from compliance with your obligations. A waiver by us of any default does not constitute a waiver of any subsequent default. No waiver by us is effective unless it is expressly stated to be a waiver and is communicated to you in writing. 

11.5    We may amend these Terms from time to time. However, this will not affect any existing Contract, except to the extent that any change is required by law, regulation or governmental body (whether before or after the Contract is made), or we notify you of any changes before the Contract is made. 

11.6    English law will apply to these Terms and the Contract. The courts of England and Wales will have exclusive jurisdiction over any claim relating to these Terms and the Contract. 

12    DISPUTE RESOLUTION

12.1    If you have a complaint relating to these Terms or the Contract, we will try to resolve the complaint using our internal complaints-handling procedure. Please contact us using our contact details at the top of these Terms. 

12.2    If our complaints-handling procedure is exhausted and we have not been able to resolve your complaint, we will provide you with the name and website address of an alternative dispute resolution (“ADR”) provider that would be competent to deal with your complaint. If you make a request for the dispute to be settled by ADR, we will consider whether or not we wish to participate in ADR but we are not obliged by law to participate 

 1.    DEFINITIONS

Capitalised terms used in these terms and conditions have the following meaning:
(a) Product: the product that You entrusted to Us for an intervention as defined in the Service Request;
(b) Service Request: the service request stipulated in the order form given to the Client or in the confirmation email sent by Hermès to the Client;
(c) Services: the services described in Article 2;
(d) Terms and Conditions: these terms and conditions relating to after-sales services and applicable to the interventions We carry out on Your Product; 
(e) Hermes/We/Us/Our: Hermès;
(f) The Client/the Customer/You/Your: Hermès' client requesting Hermès to provide the services described below in accordance with the Terms and Conditions.

The Client warrants and represents (guarantees) that she/he is an end consumer and is not acting as, or on behalf of, a professional, reseller or reseller’s agent. The foregoing representation is an essential condition to Hermes’ acceptance of Your Product for Service. 

2.    OUR SERVICES 

The following services are offered by Hermès under these Terms and Conditions (“Services”):
(a) Product repairs.
(b) Hermès Ready-to-Wear Repair and Alteration Services. 
(c) Customisation services. 
(d) Dyeing services. 

Your signing of the Service Request and/or Your agreement to the quotation mentioned in Article 6 (Prices and Payment) shall not place an obligation on Us to carry out the Services You have requested. We will only carry out the Services once We have had an opportunity to inspect Your Product and have confirmed to You in writing (by email) that We are able to carry out the Services in respect of Your Product. 
If We confirm that We are able to carry out the Services, We will assign a reference number that We will provide You with at the time of Our confirmation (by email) of the Service Request. Please quote this reference number in all subsequent correspondence regarding Your Service Request.
If We are unable to carry out the Services, We will inform You and We will not proceed with the Services. We do not accept Service Requests in relation to Products that have already been altered or modified by an unauthorised third party or that We determine to be non-authentic.
We reserve the right to choose the most suitable place to repair Your Product and You acknowledge and agree that We may carry out Our Services outside the United Kingdom. In the majority of cases, We will carry out Our Services in France. 
Any Services provided in respect of a used Product does not make it a new product. 
Dyeing services are limited to single-colour dyeing of Hermès’ scarfs previously purchased by the Client. Hermès reserves the right not to accept Service Requests for dyeing in Our sole discretion. In particular, We may refuse a Service Request for technical reasons such as relating to the condition of the Product. If We agree to carry out a Service Request for dyeing, You acknowledge and accept that the combination of Your specific Product and the colour that You select will produce a unique and unpredictable set of results and that, whilst We will use reasonable care and skill in performing the Services, We cannot guarantee specific results. In particular, the final colour and texture of the Product after dyeing may vary from what You are expecting. Subject to Your legal rights referred to below, You acknowledge and accept that Hermès will not be liable for any damage that does not result directly from a breach by Hermès of one of its obligations set out in these Terms and Conditions.
Customisation services are limited to the addition of initials to a Product. Where You ask Us to customise Your Product, You will lose any right You may have to return the Product to Hermès where You have changed Your mind about Your purchase. However, this will not affect Your legal rights referred to below (please also see Our Refund and Exchange Policy for full details).
Hermès is under a legal duty to supply services that conform with the contract and with Your legal rights. In particular, services must be performed with reasonable care and skill. Where services do not conform, You can ask Us to repeat or fix a service if it is not carried out with reasonable care and skill or get some money back if We can’t fix it. Please note that if Your Product was faulty at the time of purchase, You may be entitled to a free repair, replacement and/or refund in respect of the faulty Product in accordance with Your legal rights. Nothing in these Terms and Conditions in any way affects Your legal rights. Advice about Your legal rights is available from Your local Citizens' Advice Bureau (www.citizensadvice.org.uk/) or Trading Standards office (www.gov.uk/find-local-trading-standards-office). Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation or for any other liability that cannot be limited or excluded as a matter of applicable law.

3.    NON-AUTHENTIC PRODUCTS

BY ACCEPTING THESE TERMS AND CONDITIONS AND SUBMITTING YOUR PRODUCT TO US, YOU CERTIFY THAT, TO THE BEST OF YOUR KNOWLEDGE, THE PRODUCT ENTRUSTED TO US IS AN AUTHENTIC HERMÈS PRODUCT. YOU ACKNOWLEDGE AND ACCEPT THAT WE WILL SHIP YOUR PRODUCT TO FRANCE FOR THE PURPOSES OF AUTHENTICATING AND REPAIRING YOUR PRODUCT. IF OUR ANALYSIS REVEALS THAT YOUR PRODUCT IS NOT AUTHENTIC, WE WILL INFORM YOU IN WRITING SPECIFYING THE FACTS AND CIRCUMSTANCES LEADING US TO CONCLUDE THAT YOUR PRODUCT IS NOT AUTHENTIC. IN ACCORDANCE WITH THE PROVISIONS OF THE FRENCH INTELLECTUAL PROPERTY CODE, THIS PRODUCT CANNOT LAWFULLY BE REPAIRED, SHIPPED OR STORED BY OUR SERVICES AS THIS COULD BE CONSIDERED TO BE AN EXPORT/IMPORT OFFENCE AND/OR A CONCEALMENT OF COUTERFEIT, WHICH YOU ACKNOWLEDGE AND ACCEPT. IN THESE CIRCUMSTANCES, YOUR PRODUCT WILL BE DESTROYED AND/OR TRANSFORMED AND/OR RECYCLED BY US UNLESS, WITHIN SIX (6) MONTHS OF THE DATE OF OUR WRITTEN NOTICE, YOU CONFIRM TO US IN WRITING THAT YOU WISH TO RECOVER YOUR PRODUCT AND PROVIDE SUCH REASONABLE INFORMATION AS WE MAY REQUEST ABOUT YOUR ORIGINAL PURCHASE OF THE PRODUCT SO THAT WE MAY SEEK TO ENFORCE OUR RIGHTS AGANST THE ORIGINAL SELLER/MANUFACTURER. AS WE ARE UNABLE TO LAWFULLY SHIP NON-AUTHENTIC PRODUCTS FROM FRANCE TO THE UNITED KINGDOM, YOU MUST PICK UP YOUR PRODUCT AT FAUBOURG’S HERMÈS BOUTIQUE LOCATED AT 24 RUE DU FAUBOURG SAINT-HONORE, PARIS (FRANCE). 
IF YOU DO NOT EXERCISE THE RIGHT TO RECOVER YOUR NON-AUTHENTIC PRODUCT IN ACCORDANCE WITH THE ABOVE CONDITIONS, YOU AUTHORISE THE DESTRUCTION AND/OR TRANSFORMATION AND/OR RECYCLING OF YOUR NON-AUTHENTIC PRODUCT UNDER THE ABOVE CONDITIONS AND ACKNOWLEDGE AND AGREE THAT IN THESE CIRCUMSTANCES YOU ARE NOT ENTITLED TO ANY REFUND OR COMPENSATION OF ANY KIND AND IN ANY MANNER WHATSOEVER. 

4.    PRODUCT RETURN 

We will notify You of the estimated collection date for Your Product. However, any collection date We give to You will be an estimate only and You acknowledge that timescales will vary depending on a number of factors such as the nature of the Services being performed and the availability of parts. We will inform You as soon as Your Product is ready for collection. You may pick it up during opening hours from the Hermès boutique in which You signed the Service Request or from any other Hermès boutique of Your choice (provided that this choice has been previously agreed by Hermès). 
When picking up Your Product, You will have the opportunity to express concerns about the condition of Your Product, particularly in the event of apparent defects.
Your Product will be under Your responsibility as soon as We have returned it to You. When collecting Your Product, make sure that You have (or the person You have designated to collect it, has) a valid identity document or passport and any proof that the Product belongs to You. Only the person mentioned in the Service Request will be authorised to collect Your Product.

5.    AUTHENTIC PRODUCTS NOT COLLECTED BY CUSTOMER

YOU HAVE TWO (2) YEARS FROM YOUR PRODUCT’S REGISTRATION DATE TO PICK UP YOUR PRODUCT. WE WILL SEND YOU A WRITTEN REMINDER, BY POST AND/OR E-MAIL (DEPENDING ON HOW YOU HAVE AUTHORISED US TO CONTACT YOU) SIX (6) MONTHS BEFORE THE END OF THE TWO (2) YEAR PERIOD MENTIONED ABOVE. IT IS YOUR SOLE RESPONSIBILITY TO KEEP US INFORMED OF ANY CHANGE IN YOUR CONTACT DETAILS THAT MAY OCCUR AFTER THE DEPOSIT OF YOUR PRODUCT. IF, DESPITE THE SENDING OF THIS REMINDER LETTER, YOU HAVE NOT COLLECTED YOUR PRODUCT WITHIN THIS TWO (2) YEAR PERIOD, YOU ACKNOWLEDGE AND ACCEPT THAT WE WILL BE ENTITLED TO TREAT YOUR PRODUCT AS HAVING BEEN ABANDONED BY YOU AND TO DISPOSE OF IT IN OUR SOLE AND ABSOLUTE DISCRETION. IN THESE CIRCUMSTANCES, YOU ACKNOWLEDGE AND AGREE THAT YOU SHALL NOT BE ENTITLED TO ANY REFUND OR COMPENSATION OF ANY KIND AND WE SHALL HAVE NO LIABILITY TO YOU IN ANY MANNER WHATSOEVER.

6.    PRICES AND PAYMENT

When You request Services in respect of Your Product, two situations are possible:
(a) We will offer You a flat fee, the amount of which will be communicated to You when You deposit Your Product in the Hermès boutique and which will appear on the Service Request.; or
(b)if further investigation is required in order to establish the extent of the Services required in respect of Your Product, We will take away the Product in order to carry out such further investigation and provide You with a quote of the costs following such further investigation. You shall confirm in writing to Us Your acceptance of the quote. We shall not commence with the Services in respect of Your Product unless We receive Your written acceptance of the quote. If You do not accept the quote, You will be asked to pick up Your Product where You originally left the Product or where We agree any other Hermès boutique of Your choice. On receipt of Your written acceptance of the quote, the quote shall form part of the Service Request. 
Full payment for the Services must be made upon collection of Your Product. 
The price of the Services includes VAT, if applicable.  

7.    HERMES REPAIR CERTIFICATE (FOR HERMES WATCHES ONLY)

In accordance with the "Hermès Repair Certificate" for Hermès watches (which will be given to You upon collection of Your Product), all repairs carried out on Your Product, as well as all replacement parts, are guaranteed for a period of twelve (12) months from the date indicated on the said Certificate (hereinafter referred to as "the Certificate"). The Certificate applies only to parts of Your Product and repairs made by Us.
The damage and/or defects alleged under the Certificate must be identified and confirmed by Our services or an official repair center or a repair center approved by Hermès. The Warranty does not apply to normal wear and tear or any damage resulting from accident, negligence or improper handling as well as, more generally, in the event of obvious signs of misuse or abuse. A repair that has not been carried out by an official repair center nor a repair center approved by Hermès is not covered by the Certificate and will render both the Certificate and Hermès' international guarantee null and void. 
The provisions of this article apply only to repair services carried out under these Terms and Conditions. 
The Certificate is provided in addition to any legal rights and remedies that You may have in respect of the Services. Nothing in these Terms and Conditions excludes or limits Your legal rights, including any legal rights You may have against the authorised retailer from whom You purchased Your Product. 

8.    GOVERNING LAW - DISPUTES

If any of the terms or provisions of these Terms and conditions shall to any extent be invalid or unenforceable, the remaining terms and provisions of these Terms and Conditions shall not be affected thereby and shall be valid and enforced to the fullest extent permitted by law.
These Terms and Conditions shall be governed by and construed in accordance with English law. Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the non-exclusive jurisdiction of the English courts. However, as a consumer, You will benefit from any mandatory provisions of the law of the country in which You are legally resident. Nothing in these Terms and Conditions shall deprive You of the mandatory rights You may have as a consumer under the laws applicable in Your country of residence.
If You have a complaint relating to these Terms and Conditions or Our contract with You, We will attempt to resolve the complaint using Our internal complaints-handling procedure. If Our complaints-handling procedure is exhausted and We have not been able to resolve Your complaint, We will provide You with the name and website address of an alternative dispute resolution (“ADR”) provider that would be competent to deal with Your complaint. If You make a request for the dispute to be settled by ADR, We will consider whether or not We wish to participate in ADR, but We are not obliged by law to participate.