Where is my order?
You will get a confirmation email and/or SMS text as soon as your order has been shipped. You can track your order on https://www.myhermes.co.uk/track#/ with the tracking number provided in the confirmation email/SMS text sent.
Can I cancel my order?
Please let us know as soon as possible on email@example.com if you need us to cancel your order. Our warehouse team starts to work on your order as soon as it has been placed, due to this if the order has been dispatched we are unable to cancel it. However, we do offer free returns detailed here.
Can I change the delivery address?
We are sorry to advise once an order has been processed we are unable to edit it. Please reach out to us as soon as possible at firstname.lastname@example.org with your order number and we will cancel your order if it has not been shipped yet. Please note, providing correct delivery address is customer's responsibility. Therefore, we are unable to issue a refund for orders lost in transit due to incorrect address.
I forgot to add an item to my order, can you add it for me?
We are sorry to advise once an order has been processed we are unable to edit it. The quickest and simplest thing to do is to place another order with the wanted items or let us know as soon as possible on email@example.com if you wish to cancel your order.
I bought the wrong size, can I exchange it?
We are sorry to advise that we do not offer an exchange service. The quickest and simplest thing to do is to return the unwanted item(s) back to us using our free return service and place a new order for a replacement. Please contact us on firstname.lastname@example.org for further assistance.
I have subscribed to the newsletter but I haven’t received a discount code. What do I do now?
We are sorry to hear you haven’t received an email with the discount code. Please allow a couple of hours to receive the email and check both inbox and junk folder. Alternatively, please reach out to us at email@example.com and we are happy to assist you further.
I have received a faulty or damaged item, what do I do?
Please accept our sincerest apologies for receiving a faulty/damaged item. This is tremendously disappointing as we strive to reach the highest standards possible. Please reach out to us at firstname.lastname@example.org with order number, description and clear image(s) of the fault/damage and we will be happy to help.
I have received an incorrect item, what do I do?
Please accept our sincerest apologies for receiving an incorrect garment. This is tremendously disappointing as we always strive to pack our orders with due care, attention and to the highest standards which all customers rightly expect from us.
Please send us an email to email@example.com with order number, clear images of the dispatch note and item received and we will be happy to help.
There is something missing from my order?
Please accept our sincerest apologies for not receiving all the ordered items. This is tremendously disappointing as we always strive to pack our orders with due care, attention and to the highest standards which all customers rightly expect from us. Please send us an email to firstname.lastname@example.org with order number, clear images of the dispatch note and items received and we will be happy to help.
How do I return?
Items must be returned within 28 days of receipt using the Royal Mail free returns provided here. The returned item(s) must be undamaged, unaltered, unworn, without stains or marks and in its original packaging with tags attached. Please note we reserve the right to reject item(s) returned in not the above mentioned state. Rejected item(s) will be returned to you and may be subject to a re-delivery charge.
Important: Please keep Royal Mail receipt safe until funds are cleared into your account.
How long will it take to receive a refund for returned items?
We ask customers to allow up to 21 days from posting for their returns to be processed, although usually they are processed quicker than this. Unfortunately, due to the number of returns we receive we are unable to search for individual packages to confirm receipt before they are processed.
Once your item(s) have been refunded an email will be sent to advise you, please then allow up to 3-5 working days for the funds to clear into your account, depending on your bank or building society.
If for any reason you do not receive any communication from us within the detailed timescale regarding your return, please do get in touch, or alternatively if 21 days has passed please forward your proof of postage to email@example.com and we can investigate with the warehouse team.
I can’t see my refund in my bank account yet?
Please allow the timescales set out above to receive your refund. In most cases we will send an email confirming we have processed a refund and include an ARN (Acquirer Reference Number) for the payment. Please quote the ARN if you need to query a refund with your bank e.g. if there is a delay in the refund showing in your bank account.