Collect in store

In-Store Collection Service
It is possible to collect the items you have ordered on Hermes.com in-store. This complimentary service is currently available at our Sydney, Melbourne, Chadstone, Brisbane and Pacific Fair stores only. While completing your order, the option of in-store collection will be offered where you will be able to select your preferred Hermès store.
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 consultant 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.

Click in Store Service
For the complimentary Click in Store service you may select collection in store or delivery to a private address. Orders are shipped via TNT Courier service.
For delivery to a private address, an email will be sent with the TNT tracking number once your order has been dispatched. Shipping to New Zealand is not available for the Click in Store service, an order must be placed directly on Hermes.com.
For collection in store, an email will be sent informing you of the arrival of your order in-store. You will then 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 consultant 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.

Please note Furniture items are not available for in store collection, you must specify a physical street address for delivery. 

Yes, an option for third party pick-up is available if the first and last name and telephone number of the third party individual is provided 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.

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.

Exchange and return policy is the same as any other purchase on Hermès website:

• 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 Hermès website, you will only be entitled to an exchange of merchandise.
• Returns are accepted only when they pass our quality control.

If you would like to return your parcel, you can do so from the Hermès website by: 

• Logging in to your customer account and click on ‘track, return or exchange items’ in the ‘Your orders’ section.
• To choose the Products to return as well as the reason for the 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
• Print all required documents and attach them to the parcel.
• Seal your parcel

For Web to shop orders, our Client Consultants would be pleased to assist and manage the return on your behalf. Please contact us by email or telephone on 1300 728 807 (Australia) or 0508 437 637 (New Zealand) Monday to Friday, 9.00am - 6pm (AEST).