Frequently Asked Questions
Your order / Delivery
Where does Hermes.com deliver?
Goods purchased via the Hermes.com website may only be delivered within Australia and New Zealand.
Any delivery address situated outside Australia and New Zealand will be refused during the ordering procedure. Hermes.com will not process any order for which a post office box, parcel locker, parcel pick-up service etc. delivery address is provided. Unfortunately perfume products, including samples, exotic skin (crocodile, alligator, ostrich & lizard etc.) products or items with exotic skin components (e.g. watches with alligator straps), gold and/or diamond fine jewellery/watches and Apple Watch Hermès cannot be shipped to New Zealand, we apologise for any inconvenience.
Goods will be shipped to the delivery address specified during the ordering procedure.
How much is the delivery charge?
Delivery within Australia
TNT Express Delivery: complimentary
TNT Same Day Delivery: $150
Hermès In Store Collection: complimentary shipping to Hermès Sydney, Melbourne, Brisbane & Pacific Fair
Delivery to New Zealand
TNT International Standard Delivery: complimentary
How long will delivery take?
TNT Express Delivery: your order must reach us before 2pm (AEST). Delivery is usually made the next business/working day however, please allow between one to five business/working days from the date of your order for some rural and/or remote areas. Overnight/next day delivery is not guaranteed. All orders require a signature on delivery. Missed deliveries will require 2 to 3 business days for re-delivery.
TNT Same Day Delivery: your order must reach us before 10am (AEST). Delivery will be made on the same day as your order has been processed. Same day delivery is only available to Sydney, Melbourne, Brisbane, Gold Coast, Adelaide & Perth metropolitan areas. This service is not available to all areas, please call Hermes.com on 1300 728 807 or 02 9287 3208 for further information. All orders require a signature on delivery.
Hermès In Store Collection: your order will be available for collection in store within 2 to 4 business/working days after your order has been processed by Hermes.com. Additional delivery time may be required due to public holidays. Only the card holder/person placing the order can collect the order in store. Current Australian photo identification will need to be presented at the time of collection. A current passport is the only form of international photo identification that will be accepted. The Hermès store you have selected to have your order delivered to will not be able to forward, deliver or send your order to an alternative address under any circumstances. Orders can only be collected during regular store opening hours.
TNT International Standard Delivery: Delivery is usually made in 5 to 7 business days after your order has been processed however orders can be delayed in New Zealand customs for inspection and/or payment of duties/taxes for up to 30 days. All orders require a signature on delivery.
No deliveries will be made on weekends or public holidays for all services.
Orders placed after 2pm (AEST) Friday will be dispatched on the following Monday or the next business day. Orders placed over the weekend or public holiday will be sent out on the following Monday or the next business day.
We do not provide absolute guarantees, due to unforseen circumstances delays may occur.
How do I track delivery of my order?
If you would like to track your order please call 1300 728 807 (Australia) or +61 2 9287 3208 (New Zealand) Monday to Friday, 9.30am-5.30pm AEST our customer service will be able to assist you.
Do I need to sign for my package?
An adult's signature is required at the recipient address for all TNT delivery services. We recommend having your order delivered to an alternate address, your business/work, if you will not be home to sign for your package. Missed deliveries will require 2-3 business day for re-delivery.
For Hermès In store Collection only the card holder/person placing the order can collect the order in store. Current Australian photo identification (for example, an Australian driver’s licence) will need to be presented at the time of collection. A current passport is the only form of international photo identification that will be accepted. The Hermès store you have selected to have your order delivered to will not be able to forward, deliver or send your order to an alternative address under any circumstances. Orders can only be collected during regular store opening hours.
Can I collect my order from an Hermès store?
It is possible to collect the items you have ordered on Hermes.com in store. This complimentary service, offered to Hermes.com customers, is currently only available at our Sydney, Melbourne, Brisbane and Pacific Fair boutiques. While completing your order, the option of in-store collection will be offered, you will be able to select your preferred Hermes store.
An email will be sent to you when your order is available to collect in store.
Your items/order will be available for collection in 2 to 4 business days after your order has been processed.
An email will be sent to you informing you of the arrival of your order in store. You will then have 10 days to collect your order, after this time the order will be returned to Hermes.com.
To collect your order, please present the following to a sales consultant:
- the email informing you of the availability of your order (printed out or on the screen of your phone),
- photo proof of identification.
Unfortunately Apple Watch Hermès is not available for In Store Collection.
Can a third party collect my order in a store?
Only the person who placed the order on Hermes.com can collect the order in store.
Also, the Hermes store you have selected for in store collection will not be able to arrange to have the order re-directed or delivered to alternate address - all orders can only be collected in store with photo identification.