Returns and exchanges

    • Conditions for returning a product

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

      Product must be returned in perfect condition, unworn, with their original packaging and tags attached (including the orange box, packaging materials such as dust bags, accessories, trademark signs, certifications and plastic packaging – when applicable).

      HERMÈS shoes:
      We recommend that you try your shoes on non-abrasive surfaces. We may not be able to accept your return if the sole is damaged or marked.

      Belt kits
      If you have purchased a belt kit comprising a belt strap and buckle, the item can only be returned as a complete set of leather strap plus buckle. 

      Fragrances and Beauty products
      We do not accept returns of fragrances (including perfumes and bath line products) and beauty products (including makeup accessories) for hygiene and safety reasons.

      Returning a product to Hermes.com

      Returning a product for refund is complimentary on every return amounting to 700 AED and above. For returns below 700 AED, there will be a 100 AED standard delivery fee (deducted from the amount of the refund). Products can only be returned from the country of delivery.

      For orders amounting to 700 AED and above, in order to enjoy free returns, you must return the product to us via our carrier within a maximum of thirty (30) days from the date of the return request being made through the Site:

      1. Log in to your account 
      2. Select “ORDER HISTORY” and find your order   
      3. Select “Request refund”
      4. Select the product(s) to be returned, choose the available timeslot and pick up address
      5. Place the return item in another shipping box to protect our orange packaging. Seal the box properly before handing it to the courier.
      6. Download and print the pre-paid return label and duty invoice from the return request 
      notification email and affix it to the parcel. Ensure you have removed the previous delivery label.
      7. Print the duty invoice received by email and hand it to the carrier
       

      After the return

      Following receipt of your product, we shall assess the product for the purposes of determining whether to accept the return and reserve the right not to accept the return at our discretion. We will notify you as to whether we have accepted the return of the product in the Acceptance notice. 

      • If accepted, your refund will be processed within 4 business days of the Acceptance notice. The refund shall be issued via the same payment method used for the order and in the same currency used by the client when paying for the order. Please note that the time for your bank to issue a refund to your card will vary, depending on processing times. We have no control over this process or the corresponding processing times.

      Return to Hermès stores

      HERMÈS stores do not offer refunds or credit notes on any product purchased on Hermes.com website. 

      Any product purchased, or received as a gift may be exchanged in specific Hermès stores within a maximum period of 30 days following the date of the confirmation of order shipment (date on the invoice), subject to the following conditions:

      • the return of any product is subject to our assessment of the product at the relevant Hermès store. We reserve the right not to accept the return of any Product at our discretion and without having to provide or allocate any reason to such rejection.
      • the exchange of the product is subject to stock availability and HERMÈS does not guarantee that any product shall be available for the exchange.
      • the exchange of any product from the “handbag, luggage and smaller leather goods” category must be only for the same model only.  For the avoidance of doubt, “model” refers to the product style and may not include the same colour, size and/or leather type.
      • Any product purchased (or received as a gift) from Hermes.com website may also be exchanged for a different product at any Hermès store (excluding Argentina, Brazil, China, India, Lebanon, Russia, South Korea, Taiwan, Thailand, Vietnam and airport stores) provided that the relevant local legislation allows such exchange. The list of HERMÈS stores offering exchanges can be found at hermes.com/dh/en/find-store.

      To exchange for bags and/or small leather goods, the original product purchased needs to be in the same category of bags and/or small leather goods.

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