Returns and exchanges

If you wish to exchange or request a refund, for all or part of your order, you may initiate or notify to us (notification of withdrawal) the return of any item(s) ordered via Hermes.com within fourteen (14) calendar days from the delivery date for a refund; or thirty (30) days from the date of delivery for exchanges.

Returning a product for exchange or refund is free of charge when you use our pre-paid return label service. In order to do this, you must return the Products to us via our carrier, within a maximum of fourteen (14) days of your notification of withdrawal, by using our system of pre-paid return labels.

Item(s) may be returned free of charge using our prepaid return label system.
Item(s) returned must be in their original condition (packaging, orange box and protection).

Please note exchange is dependent on items availability. In case of an exchange, please contact customer services to check and secure the availability of the item you desire. 
 
Return instructions:
Log into your account and click "ask for an exchange or a refund" in the "your orders" section. Follow the instructions, which will allow you to:

• Choose item(s) to be returned and the reason of the return.
• Choose your shipping method (package pick-up at home, with an appointment service).
• Download your prepaid return label, print it and affix it on the parcel. Ensure you have removed the previous delivery label.
• Give the parcel  to the courier collecting your return.

You may also contact our Customer Service department who will create the return for you and provide you with the return label by e-mail.

Particularities for gifts:
If item(s) were a gift, you may only exchange them for item(s) of the same value or of a higher value. Please contact our Customer Service department, who will create the return for you and provide you with the return label by e-mail.

Specificities may apply for some items and destinations. You can find more details in the following chapter of the FAQ: Do special return conditions apply to any products?
 
If you are unable to or do not wish to use the prepaid return label service, please contact our Customer Service department, who will record your return.
In this case, it is your responsibility to prove that the goods have been returned and to return them via a recognized carrying firm of your choice that will provide proof of shipping and delivery. You will bear the costs of returning the goods. Hermès is not responsible for items returned to Hermes.com that are lost, misdirected or delivered late by a carrying firm of your choice. It is your responsibility to assume all of the risks for these returns, along with the expenses, insurance and transport costs associated with these returns.
Drop off of parcels worth over £500 is not possible, should you still wish to proceed with drop off please note Hermès is not responsible for items returned to Hermes.com that are lost, misdirected or delivered late.

Products purchased online may be exchanged in an Hermès store within thirty (30) calendar days following the delivery date.
Hermès stores do not refund products purchased via Hermes.com.
Certain items purchased via Hermes.com cannot be exchanged in the store; depending on the type of product and sometimes on the country of delivery, the return of these products for exchange or refund may either be initiated online via Hermes.com or may require you to contact the Hermès Customer Service department to organise their return.
The list of products and delivery countries requiring a specific return process is available in the GCS.
You will find the list of Hermès stores at en.stores.hermes.com.  

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

There is a specific procedure for returning fragrances and beauty products. To return these types of product, you will need to contact the Customer Service department.

The return costs will be refunded if the prepaid return label system is not available for the type of item that you wish to return.

Conditions for returning fragrances:
Perfume, make-up and beauty products must not have been opened and must be returned in their original packaging with their transparent film. When returning a defective product or a product that has been damaged during delivery, you must ensure that the bottle is still hermetically sealed; if this is not the case, please contact the Customer Service.
The return by post of perfume and/or nail polish products is not possible. This type of products is regarded as dangerous goods and cannot be returned using our carrying firms’ services. To return a perfume and/or nail polish, please contact our Customer Service and they will direct you to the store closest to your address.

Conditions for returning 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: leather strap plus buckle.

Return policy applicable to the Apple Watches HERMÈS & the Apple AirTag HERMÈS:
If you have ordered an Apple Watch Hermès and/or an Apple AirTag Hermès, you will have to return or exchange this item in whole. For the Apple Watch Hermès, you will have to return the case with the bracelets, and for the Apple AirTag Hermès, the AirTag with its leather accessory. Both products must be returned in their original packaging. The serial number of the returned item must be the same as on the invoice. The in-store return of both articles must take place in the same country as the shipping address. Apple products must not have been paired/synced with a device.

Other restrictions may apply for certain products.

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.