Customer Service

Frequently asked questions

Is the Hermes.com server secure?

HERMÈS INTERNATIONAL has implemented security measures to protect the personal information you provide against unauthorized access and use. Credit card numbers are not kept on the Hermes.com site. They are stored on a secure site of a banking institution. Please be aware, however, that no data transmission over the Internet is 100% secure and any information disclosed online can potentially be collected and used by persons other than the intended recipient.

What is your Privacy Policy?

You can view the most current version of our Privacy Policy at any time by clicking on the 'customer service' link. You can use the Hermes.com website without submitting personal data. However, if you open an account on the website, we do ask you to supply the data necessary for us to invoice you and deliver your order: your name, address, telephone number and email address as well as certain financial information if you choose to purchase products.

By using the Hermes.com website, or by agreeing to the Hermes.com Terms and Conditions, you consent to the collection, the use, the storage, the processing and the disclosure of your information, including personal and financial information, by HERMÈS INTERNATIONAL, HERMÈS INTERNATIONAL's financial institution, third parties who provide services on or to the Hermes.com website (including third parties that provide credit reporting, payment or order fulfillment services in relation to the Hermes.com website) and the other members of the HERMÈS group on the terms described in our Privacy Policy. If you do not agree with the terms of this Privacy Policy, or any modifications thereto, please exit the Hermes.com website now and do not purchase any of the HERMÈS products offered for sale on the website.

How do I log in if I've forgotten my password?

In the section 'your account', click on 'forgotten your password?'. For the security of your account, a new password will be generated and sent to the e-mail address you enter. You may change this password by logging into 'your account'.

How do I make changes or cancel my Hermes.com account?

You may edit your account information at any time by logging into 'your account', where you can view your orders, modify your account preferences (your email address and/or password), modify your address book & modify your newsletter email subscription. To close your Hermes.com account, please contact Customer Service by telephone or email.

Where does Hermes.com deliver to?

Hermes.com only delivers within Australia and New Zealand. Also, Hermes.com will not process any order where a P.O. Box is given as the delivery address.

All orders require a signature on delivery, we recommend having your order delivered to an alternate address i.e. your work, if you will not be home to sign for your order. Missed deliveries usually require two business/working days for re-delivery.

Unfortunately we are unable to deliver perfume/fragrance or exotic skin (crocodile, alligator, ostrich or lizard) products to New Zealand, we apologise for any inconvenience.

How long will delivery take and how much will it cost?

Delivery costs depend on the destination of your order. Please refer to our General Terms and Conditions of Sale for delivery information and charges.

All orders require a signature on delivery, we recommend having your order delivered to an alternate address i.e. your work, if you will not be home to sign for your order. Missed deliveries usually require two business/working days for re-delivery.

How do I track delivery of my order?

If you wish to track delivery of your order, please contact our Customer Service by email (service.au@hermes.com) or by telephone on 1300 728 807 for Australia (local call charges apply), +61 2 9287 3208 for New Zealand Monday to Friday, from 9.30 a.m. to 5.30 p.m. (AEST).

How do I purchase corporate gifts through Hermes.com?

For information regarding the Hermès corporate gift program please visit our Corporate Gifts website

http://corporategifts-en.hermes.com/

Alternatively please contact our Customer Service by email (service.au@hermes.com) or by telephone on 1300 728 807 for Australia (local call charges apply), +61 2 9287 3208 for New Zealand Monday to Friday, from 9.30 a.m. to 5.30 p.m. (AEST).

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

You are entitled to return (to Hermes.com Australia) any item ordered on the Hermes.com website within 30 days of delivery if in original condition and packaging, and accompanied by the original receipt.

To Hermes.com.

You should return the item(s) in their original condition, with the original Hermes.com receipt/tax invoice and in their original packaging within thirty (30) days (use the returns label included). You should complete and send us the 'Return Form' card included in the delivery parcel indicating whether you wish to exchange items or whether you want a refund. Shipping/delivery charges will not be refunded.

We do not currently offer the right to exchange items or obtain refunds from Hermes.com for goods purchased at our stores.

To Hermès stores.

Hermès stores in Australia will exchange goods purchased on the Australian Hermes.com website within three (3) months of purchase with the original Hermes.com receipt/tax invoice but will not issue refunds.

You should return items in their original condition, with their original purchase invoice and in their original packaging. A list of Hermès stores is available by clicking on the 'Boutiques' link.

For any further information, please contact our Customer Service by email (service.au@hermes.com) or by telephone on 1300 728 807 for Australia (local call charges apply), +61 2 9287 3208 for New Zealand Monday to Friday, from 9.30 a.m. to 5.30 p.m. (AEST), or consult our General Terms and Conditions of Sale.

Which means of payment are accepted by Hermes.com?

You can only pay for your purchases with a credit or charge card, we accept MasterCard®, Visa®, Diners Club®, American Express® or JCB®.

If you wish, you may contact our Customer Service by telephone on 1300 728 807 for Australia (local call charges apply), +61 2 9287 3208 for New Zealand Monday to Friday, from 9.30 a.m. to 5.30 p.m. (AEST) to supply your card number.

Can I place my order by telephone?

If you would prefer to place your order over the telephone please call our Customer Service on 1300 728 807 for Australia (local call charges apply) or on +61 2 9287 3208 for New Zealand Monday to Friday between 9.30am to 5.30pm (AEST), please have your name, billing & shipping information, email address, telephone number, credit card number and the names and/or reference numbers of the items you would like to order.