Online shopping

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 generation 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 with standard browsing mode enabled. Hermes.com does not support private browsing mode at this time.

How accurate is color display on the Internet?

Each product is photographed with precise attention to detail, and the colors shown should accurately depict each product. However, it is possible that colors may vary slightly from one screen to another due to monitor display settings.

Orders

How may I get assistance with my online order?

Please contact our Customer Service department by telephone at  800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, 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 at 800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, 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. They will verify that the order has been successfully placed and will correct your email address if necessary.

Delivery

How much is the delivery?

Enjoy complimentary ground shipping on all orders, excluding the 'Le Flâneur' bicycle.
You will be asked to select the shipment method you would prefer as part of the order procedure.
Delivery cost depends on the delivery service you select:
Express 2 days service will cost $35.00, Standard Overnight service will cost $60.00, Priority Overnight service will cost $70.00, and Saturday Delivery service will cost $85.00.

Out of Delivery Area surcharges may apply.

For delivery to Alaska or Hawaii, you will be invoiced a supplement of $10.
For furniture, a transportation fee of 6% of the retail subtotal of the order, excluding sales tax, and not to exceed $5,000, will be charged when your Product is ready to ship. For the bicycle « Le Flâneur », a delivery fee of $250 will be charged upon shipment of your order."

How long will delivery take?

Ground: allow between one to seven business days between the date of your order and your date of delivery.

2-Day: your order must reach us before 2 p.m. (Eastern Standard Time). It will be delivered within two business days.

Overnight: your order must reach us before 2 p.m. (Eastern Standard Time). It will be delivered the following business day. This option is not available for addresses in Hawaii and Alaska. If you are not sure of your zip code, please contact our customer service at 800 441 4488 from Monday to Friday, 9 a.m. to 6 p.m, Thursday from 9 a.m. to 7 p.m, and Saturday from 10 a.m. to 6 p.m (Eastern Time), we will be happy to assist you.

Priority Overnight: if your order is placed before 2 p.m. (Eastern Time), it will be delivered the following business day by 10 a.m. to most areas and by 2 p.m. to extended areas.

Saturday Delivery: if your order is placed between Thursday at 2:01 p.m. and Friday 1:59 p.m. (Eastern Time), it will be delivered on Saturday by 10 a.m. to most areas and by 2 p.m. to extended areas.

In Store Pickup: if your order is placed before 2p.m. (Eastern Time), it will ship the same day via FedEx Ground service, from our warehouse in New Jersey. Transit may take one to seven business days.

Will I receive my order by December 25th?

Ground: If your order was placed by December 10th before 2 p.m. (Eastern Standard Time), delivery is guaranteed before December 25th. Ground shipments placed after the cut-off period may arrive by Christmas however, cannot be guaranteed. Ground delivery attempts will not be made on December 22nd. Delivery attempts will resume on December 24th. 

2nd Day: If your order was placed by December 17th before 2 p.m. (Eastern Standard Time), delivery is guaranteed before December 25th. 2nd Day shipments placed after the cut-off period may arrive by Christmas however, cannot be guaranteed. 2nd Day delivery attempts will be made on December 22nd. Delivery attempts will resume on December 24th and are subject to modified service.

Standard Overnight: If your order was placed by December 18th before 2 p.m. (Eastern Standard Time), delivery is guaranteed before December 25th. Standard Overnight shipments placed after the cut-off period may arrive by Christmas however, cannot be guaranteed. Standard Overnight delivery attempts will be made on December 22nd. Delivery attempts will resume December 24th and are subject to modified service.

How do I track delivery of my order?

To track your order, click the "your 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 at  800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, or by email under the "Contact us" section.

Where does Hermes.com deliver?

Goods purchased via this Website may only be delivered within United States. Any delivery address located outside of United States will be refused during the ordering procedure. Hermes.com will not process any order for which a post office box is provided. 

Could you deliver to a PO box?

Predominantly for security reasons, Hermes.com will not process any order for which a P.O. box address has been provided.

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?

A signature is required upon receipt of your package. FedEx only accepts the personal signature of the recipient.

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. 

Gifting

Will my order be gift wrapped?

Your purchases are delivered in an orange box tied with a Bolduc ribbon, with the exception of fragrances, books, certain equestrian and bulky items.

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

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 may also request a blank card that you may customize 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: 800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET.

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

Only an exchange for a product of an equivalent or superior value is possible (the difference in price must be paid by you or the gift recipient). The gift recipient should contact our Customer Service department by telephone at 800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, or by email under the "Contact us" section. He/she will then be emailed a pre-paid return label.

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 service is currently only available in selected stores. While completing your order, the option of in-store collection may be offered, according to your billing address.

Please note that the Apple Watch Hermes is not available for Collect in Store services. You must specify a physical street address for delivery.

Orders are shipped via FedEx Ground service. 

An email will be sent to you informing you of the arrival of your order in-store. You will then have 21 days to collect your order.

To collect your order, please introduce yourself to a sales person 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),
• - proof of identification.

Can a third party collect my order in a store?

Yes, an option for third party pick-up is available if the first and last name of the individual is designated in the required fields prior to the order being placed. Please note, a copy of the order confirmation and a valid photo ID will be required at the time of pick-up. The name on the ID must match the name entered on the order for the package to be retrieved. 

When will my order be available in store ?

An email will be sent to you when your order is available in store.

If your order is placed before 2p.m. (Eastern Time), it will ship the same day via FedEx Ground service, from our warehouse in New Jersey. Transit may take one to seven business days. To collect your order, please introduce yourself to a sales person when you arrive at the store.

Please bring along:

• - the email informing you of the availability of your order (printed out or on the screen of your phone)
• - proof of identification

You have 21 days to collect your order from the receipt of the e-mail informing you of its availability in store.

Payment

Which means of payment are accepted by Hermes.com?

You can only pay for your purchases with a credit or charge card: MasterCard®, Visa®, American Express®. Diners Club®, CarteBlanche®, JCB®, Discover® and China Union Pay®.  You should enter your credit card or charge card number, its expiry date and its card verification number on the relevant page. Payment via Paypal® is accepted.

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. 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?

Update as of 3/20/2020 : In light of our distribution center closure and for the security of your shipments, we have temporarily disabled the return function online. To accommodate our customers, we have extended the return window for orders placed between February 20th and March 20th from thirty (30) days to ninety (90) days from the delivery date. All other policies found below remain applicable.

Your order will be accepted for refund or exchange if returned in original condition and packaging, within thirty (30) days from the delivery date. The returned item(s) must be accompanied by the original receipt or a copy in the case of a partial return.

Returning a product for exchange or refund is complimentary. In order to do this, you must return the articles via FedEx® using our system of pre-paid return labels.
If you wish to return an item received as a gift, you may exchange it for an item(s) of equal value. Please contact our Customer Service Department who will send you the pre-paid return label by email.
The following conditions apply to fragrance returns; 1.) The product must not be open and must be returned in its original packaging (with transparent film), 2.) when returning products that may have been damaged during delivery, the client must ensure that the bottle is still hermetically sealed (if this is not the case, contact the Customer Service Department).

Products may also be exchanged or returned for a store credit at any Hermès store in the United States within thirty (30) calendar days from the date of delivery. Hermès stores do not offer refunds on any goods purchased on Hermes.com. You will find the list of Hermès stores by clicking on Find a store or listed on the back of the invoice.
Connect to your account and select "return or exchange items" in the selection "your orders".
Following the instructions will allow you:
- to choose the articles to return as well as the reason for the return;
- to choose your delivery method (drop-off at a FedEx® location or collection of the package at your home by appointment);
- to download and print your pre-paid return label.

If you are unable or do not wish to use the pre-paid label service, please contact the Customer Service Department to obtain authorization for your return. You can then return your package by a carrier of your choice to the following address: 
H.O.P.
Attn: Internet Returns and Exchanges
101 Herrod Boulevard
Dayton, New Jersey 08810
In this case, it is your responsibility to obtain proof that the goods have been returned, and to return the goods by a registered carrier of your choice, which gives proof of posting and delivery. The cost of returning the goods, including shipping and insurance, shall be borne by you. Hermès United States is not responsible for items returned to Hermes.com which are lost, damaged, misdirected or delivered late.

For any further information, please contact our Customer Service by telephone at 800-441-4488 option 1, from Monday to Friday from 9:00 a.m. to 6:00 p.m. ET, Thursday, from 9:00 a.m. to 7:00 p.m. ET, Saturday from 10:00 a.m. to 6:00 p.m. ET or consult our General Terms and Conditions of Sale and Use.

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

Only an exchange for a product of an equivalent or superior value is possible (the difference in price must be paid by you or the gift recipient). The gift recipient should contact our Customer Service department by telephone at 800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, or by email under the "Contact us" section. He/she will then be emailed a pre-paid return label.

Can I return or exchange an object in store?

Products may be exchanged or exchanged for store credit at a Hermès store in the United States within thirty (30) calendar days following the date of delivery. 
Hermès stores do not offer refunds for products purchased on the Hermes.com website.
A list of Hermès stores can be found by clicking on Find a store and on the back of the invoice contained herein.

How do I return or exchange an item?

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.