Returns and exchanges

    • Conditions for returning a product for refund or exchange:
      The product must be returned in its original condition, unused, with its original packaging and all tags attached (including the orange boxes, NFC tags, packaging materials such as dust bags, accessories, trademark signs and certifications).

      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.

      Fragrances and Beauty products:
      The products must be unopened and returned in its original packaging with the transparent sealing film (if any) and NFC tag intact due to hygiene and quality concerns.

      Apple Watches Hermès/ Apple AirTag Hermès:
      Apple Watch Hermès must be returned in its original packaging and cannot have already been paired, activated or synced with an electronic device. The transparent film must remain sealed.
      Apple AirTag Hermès must be returned in its original packaging and the battery activation protection must not have been removed. It cannot be partially returned or exchanged, the device must be returned with the leather accessory.
      The serial number on Apple Watch Hermès and Apple AirTag Hermès being returned must match the one listed on the original sales invoice.

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

      Returning a product to Hermes.com:
      The following products are not accepted for return:

      • Charitable event products
      • Furniture and lighting
      • Personalized, bespoke or made-to-measure products

      If you are not fully satisfied with your purchase, you are entitled to return your order via Hermes.com website within a maximum period of 7 calendar days from the product receipt date.
      Returning a product for a refund is complimentary. To enjoy free returns, you must return the product to us via our assigned carrier and simply follow the below steps:

      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. Download and print the pre-paid return label from the return request notification email and affix it to the parcel. Ensure you have removed the previous delivery label.
      6. Pack the products, accessories, original sales invoice, instruction booklets certificates, and all tags and gifts, together with the original packaging, into the original package box. Seal the box properly before handing it to the courier. 

       If you could not arrange the pickup successfully from your online account, please send us a request via the “Contact us” page and include the following details:  

      • Order number
      • Item(s) to be returned
      • Reason(s) for return
      • Pickup address  
      • Date and tentative time of pickup (except Saturdays and public holidays)

      For returns requested before 6 pm on our business days, the earliest possible pickup is set to the next day (except Saturdays and public holidays).
      Our pick-up service is unavailable for all outlying islands in Hong Kong except Discovery Bay. Should you need to return a product purchased on our website, please contact our Customer Service for assistance.

      After returning to Hermes.com:
      Following receipt of your product, we will conduct a quality check to determine whether to accept the return and reserve the right not to accept the return of any product at our discretion. We will notify you as to whether we have accepted the return. Eligible requests will then proceed to the refund process. Otherwise, we will return the product to the address in the purchase order without a refund. 

      To exchange your order, please contact our customer service team for assistance and this depends on stock availability.

      In-store exchange:
      Hermès stores do not offer refunds on any product purchased on Hermes.com and will only entitle you to an exchange of merchandise.
      Hermès products purchased from Hermes.com may be exchanged within 30 calendar days from the issue date of sales invoice at any Hermès store (excluding Argentina, Brazil, Mainland China, India, Lebanon, Russia, South Korea, Taiwan, Thailand and at any airport), subject to any applicable laws.
      One product can only be returned or exchanged once. 
      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.
      The following products are not accepted for exchange:

      • Charitable event products
      • Furniture and lighting
      • Personalized, bespoke or made-to-measure products
      • Petit h products
      • Gold, silver, white gold and/or platinum jewellery
      • Watches

      Hermès may determine, at its sole discretion, whether or not the condition of an Item is eligible for return or exchange.

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