How much is shipping?
Good News! Shipping is completely FREE on all orders being delivered to UK, Europe & USA! Orders being shipped to Canada include free shipping over £50. Orders under £50 are charged at a flat rate of £9.99. Unfortunately, we are currently unable to ship to Australia & New Zealand. We are working on changing this & hope to have this issue resolved very soon.
How do I track my order?
To use our dedicated tracking portal click HERE and enter your tracking details. Please allow our tracking system a few days from the date you received your shipping confirmation to register your order. If you are experiencing any issues or have some questions, please feel free to Contact Us quoting your order number.
My order is late/I have not recieved my order!
We apologize if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. After the order leaves our warehouse we are not responsible anymore and, therefore, we cannot be held accountable for this but we will do all we can to help out. Please contact us quoting your order number & we will do all we can to resolve this issue for you. Contact Us
My refund is not shown in my bank account.
If you haven’t received a refund yet, first check your bank account again & look under pending transactions. If you the amount still does not show, then contact your credit card company or bank as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at Contact Us
Why has my return request been rejected?
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Common reasons for refusal of returns/exchanges: - Any items that are returned which are covered in animal or human hair may not be exchanged or refunded. - Any items found to have a distinct smell (deodorant, aftershave, body odour, etc) - Any items that have stains or have been washed. Returned items must be in the original re-sellable condition. To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition is damaged or missing parts for reasons not due to our error. Any item that is returned more than 14 days after delivery.
What payment methods are accepted?
We accept Klarna buy now pay later, MasterCard, VISA, PayPal, AMEX as well as Google and Apple Pay.
Can I cancel/amend my order?
If you do wish to cancel or amend your order, please contact us as soon as possible with the following information, there is a little time window that allows us to amend your order; Name, Order Number Email Address, Amendment you require. Contact Us We will always strive to amend your order before it leaves our warehouse, but we aren't always able to. We will do all we can to help out but cannot be held accountable for your mistake or incorrect orders.
Is my payment & information secured?
Your payment is secure and your information always remain private. All information relayed in an encrypted form to ensure the overall security of all your sensitive & personal information.
Can I pay with PayPal?
Of course, Paypal is an accepted form of payment. Select PayPal as your payment method in the checkout. You will be redirected to the PayPal website to continue the payment. If you are already a PayPal customer, you can log in with user data and confirm the payment. If you are not familiar with PayPal, you can create a PayPal account and confirm your payment. You will be returned to the shopping home page and your order and payment will be successful.
How do I return an item?
To return an item, please log in to the Returns Centre Portal and fill out the return information, enter your order number and email address in the text box, and then click start alternatively you can Contact Us. Follow the instructions and select the item you want to return. Once the return request has been approved, you will receive a confirmation email with the shipping instructions. Please securely parcel up your returns & be sure to include a completed returns form within your parcel. Returns received without a returns form can causes delays within the refund process.
What items can be returned?
If you are not satisfied with an item you received, you may return your unused and undamaged items within 30 days after receiving the goods, excluding any items purchased during a special sales event.
Can I return an item without quality issues?
Yes you can. We accept returns for any reason for up to 14 days from the date of receipt of the goods. Please use our Returns Center to register your return or exchange alternatively you can Contact Us When returning your item please make sure you include a returns form within your parcel. This will be emailed to you via our customer service team. For more information, please read our Refund Policy.
I have recieved a damaged/quality issue item
Please accept our sincere apologies if you have received a damaged item, this is very uncommon & we always try our best to guarantee 100% product quality, all our orders go through extensive quality control measures before leaving our warehouse. If you receive an item with quality problems, you may return the item for a full refund. We will bear the cost of freight as long as the reason for returning the item is due to quality issues or a mistake on our part. Please reach out to our customer service team will be happy to help you. Contact Us
Do I have to pay for returning an item?
When returning an item we can provide you with a pre-paid MyHermes returns label. However, you also have the option to ship your returns to us using a carrier of your choice, however you will be responsible for the cost of shipping in this case.
How long do I have to wait for my refund?
After we receive and check your return, we will send you an email notifying you that we have received the return. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed within 10 business days and the original payment method will be automatically applied to credit.
What is the procedure for international returns?
We do not bear the cost of mailing international returns. Please return your item through the post office instead of the courier service, as your package may be stuck in the customs, so you will be responsible for any costs incurred. Use our Returns Centre to register your return and please clearly mark the items you want to return within your parcel, along with your order number & email address. Please also include the returns form provided by our customer service team.
I have another question...
If your question was not answered above, please reach out to our customer service team who will be happy to assist you. Just use our Contact Us or alternatively email : firstname.lastname@example.org and someone will respond to your query within 24 hours.