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Frequently Asked Questions

Your order / Returns and exchanges

00 800 4112 2000

From Monday to Friday (except French public holidays), from 9:30 a.m. to 5:30 p.m. and Saturday, 9:00 a.m. to 5:00 p.m.. Our Customer Service will exceptionally be opened on Sunday 11th and 18th December from 9:00 a.m. to 5:00 p.m..

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How do I return or exchange an item ordered via Hermes.com?

You may return any item ordered on the Hermes.com site for exchange or refund within thirty (30) calendar days of the delivery date. Items must be returned in their original condition and packaging (the orange box and if possible the delivery box), together with their purchase invoice or a copy in the case of a partial return.

We offer you two ways to return or exchange your purchase conveniently and free of charge:

- Via the Hermes.com site
Connect to your account and click on ''return or exchange items'' in the ''your orders'' section. Then contact our Customer Service.
They will send you a customs invoice form. Complete the form and return the package to the address indicated.

- Via Hermès stores
Please see the section ''Can I return or exchange an item in-store?''

Can I return or exchange an item in-store?

Hermès stores, except for Italy, offer exchange or customer credit for items purchased on the Hermes.com website, but no refunds. For a list of Hermès stores, please consult the store directory on stores.hermes.com.

We are currently unable to offer exchanges or refunds via the Hermes.com site for items purchased in a Hermès store.

Can I return or exchange a gift purchased on the Hermes.com site?

If you have received an item purchased on the Hermes.com site as a gift, we can only offer an exchange for a product of equal or greater value (any difference in price must be paid by the recipient of the gift).

Please contact our Customer Service by telephone or via email through the ''Contact us'' page. They will send you a customs invoice form. Complete the form and return the package to the address indicated.

Do special return conditions apply to any products?

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.

Conditions for returning the bicylcle "Le Flâneur" :
Please contact our Customer Service to arrange a return. The product must be returned in its original packaging

When will I receive my refund?

Once you have sent your return package to Hermes.com, we make every effort to process refunds as promptly as possible to ensure they are issued within 14 days.

Please note that the refund will be issued via the same method of payment you used to make your purchase.