Frequently Asked Questions
Hermès products / Care and repair
How do I repair an Hermès item?
We invite you to visit the Hermès store nearest you so that one of our sales consultants may examine the item in question. This will allow us to give you an estimate and time frame for the repair. Most items will need to be sent to Paris for expert restoration.
The contact information for all of our boutiques can be found at stores.hermes.com.
Our Customer Service department is at your disposal to provide you with any additional information, please telephone (Australia) or (New Zealand) Monday to Friday, 9.30am to 5.30pm AEST, or by email under the "Contact us" section.
How do I clean my Hermès scarf or tie?
We recommend that you avoid washing your scarves and ties and instead entrust them to your dry cleaner who will clean them professionally and pay careful attention to their hand-rolled edges. Also, remember that printed silk may be damaged by rain.
How do I care for my silver jewellery?
You are able to clean your silver jewellery yourself provided that you use a specialised silver cleaning product, please follow the product directions.
To slow down the oxidation of your silver jewellery, we recommend that you avoid contact with perfume, household cleaning products and bath, pool and sea water.
To protect your jewellery, store them in their original box away from humidity.
What guarantee does my Hermès watch have?
Your Hermès watch has a two (2) year worldwide warranty (Hermès Warranty) from the day of purchase. At the time of purchase the International Guarantee booklet will be filled in, dated and signed by the retailer.
The benefits given to you by our Hermès Warranty are in addition to other rights and remedies you may have under your country’s consumer law in relation to the Hermès watch to which the warranty relates. Our Hermès Warranty does not exclude, restrict or modify any statutory rights or remedies.
During the applicable Hermès Warranty period of two (2) years, Hermès will make good any production fault by repairing or replacing the affected watch or part thereof, provided that notice of any claimed defect has been given to Hermès within the warranty period (2 years).
Any claim made under our Hermès Warranty must be addressed to your country’s agent for La Montre Hermès, or to the La Montre Hermès representative at the address provided in the International Guarantee booklet, together with the Hermès Warranty. We recommend that you send your Hermès watch, packed with care, by registered post or alternately bring it to your Hermès watch shop.
Any transportation or shipping cost incurred by you in making a claim under our Hermès Warranty will be borne solely by you.
This Hermès Warranty may not be transferred to any subsequent owners of your Hermès Watch.
Limits of the warranty
Damage resulting from repair services provided anywhere other than at an official or recognised Hermès repair centre is not covered and shall void the Hermès Warranty. The Hermès Warranty does not cover any damage resulting from an accident, negligence or improper handling, nor does it apply, on a more general basis, if there is evidence of misuse or abuse.
Your Hermès Warranty does not cover the leather strap and/or crystals, if any, of your Hermès watch.
Australian specific warranty provisions
In addition to the Hermès International Warranty as set out above, the following Specific Australian Warranty Provisions shall apply to Hermès watches bought and submitted for replacement, repair or refund in Australia.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Hermès is entitled to choose between providing you with a repair, replacement or other suitable remedy under the Australian Consumer Law.
Hermès is also entitled to have goods assessed to determine whether those goods fail to be of acceptable quality for the purposes of the Australian Consumer Law. Goods do not fail to be of acceptable quality if you cause them to become of unacceptable quality or fail to take reasonable steps to prevent deterioration of the quality or because the goods are damaged by abnormal use and/or misuse.
The benefits given to you by our Hermès Warranty are in addition to other rights and remedies you may have under the Australian Consumer Law in relation to the goods to which the warranty relates. Our Hermès Warranty does not exclude, restrict or modify any such statutory rights or remedies which cannot be excluded.
During the applicable Hermès Warranty period of two (2) years, Hermès will make good any production fault by repairing or replacing the affected product or part, provided that notice of any claimed defect has be given to Hermès within the warranty period (2 years).
Any claim made under our Hermès Warranty must be addressed to the La Montre Hermès Australian agent, or to the La Montre Hermès representative at the address provided in the International Warranty booklet, together with the Hermès Warranty.
Any cost incurred by you in making a claim under our Hermès Warranty will be borne solely by you.
Where can I have my Hermès watch repaired?
You may bring your Hermès watch to the authorised retailer where you purchased the watch or to an Hermès store in your country.
Please do not hesitate to for any assistance.