• Please select an item.

Frequently Asked Questions

Your order / Returns and exchanges

1300 728 807 (Australia)

61 2 9287 3208 (New Zealand)

Monday to Friday 9.30am to 5.30pm AEST.

contact us by e-mail

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

To Hermes.com Australia

You are entitled to return any product ordered via the Hermes.com website within a maximum period of thirty (30) days following the date of purchase, subject to the following terms and conditions: Returns must be sent in their original condition and packaging with all tags, labels and/or barcodes attached to the following address: HERMÈS.COM, 135 ELIZABETH STREET, SYDNEY NSW 2000. You must enclose the original Hermes.com receipt/tax invoice.
Except where there is a major failure to comply with a consumer guarantee under the Australian Consumer Law, for items received as a gift obtained from the Hermes.com website, you are only entitled to a merchandise exchange. You must fill in and send the Return Form card included with your order specifying whether you wish to exchange the goods returned or require a refund (for refunds shipping charges will not be refunded).
Orders delivered to a HERMÈS boutique for In Store Collection must be returned to Hermes.com by you, the receiver, at your own cost using your own preferred carrier within 30 days if you would like a refund.
If you exchange goods, the shipping costs for the first delivery will not be refunded. However, you will not be charged for the shipping costs of the second delivery. Only one exchange per item will be honoured.
If you ask for a refund, HERMÈS AUSTRALIA PTY LTD will use commercially reasonable efforts to ensure that any refund will be made within seven (7) business days of receipt of the goods returned by crediting your charge or credit card, please note that while the refund will be processed by Hermes.com within seven (7) business days of receipt of the returned item(s) the time for the funds to become available in your account will vary, this can take up to ten (10) business days. Under no circumstances will it be possible to grant you an electronic credit usable on the Hermes.com website, nor will the website issue a store credit for use in a HERMÈS boutique.
If you ask for an exchange for an order completed with PayPal, your credit card details will be required if the amount of the new exchange order is higher than the initial order, any additional amount owing can only be paid by credit card. We are unable to accept PayPal payment for the additional amount owed to complete the exchange order (Hermes.com is unable to access personal PayPal information). If the amount of the new order equals the initial order, no credit card information/payment will be required.
If you ask for a refund, your PayPal account will be credited the original purchase amount, excluding any shipping costs.
In either case (exchange or refund), the shipping costs incurred in returning any replacement goods to you will be refunded if you were justified in returning the goods because they were not as ordered (e.g. product reference error, damaged goods, etc.).
HERMÈS AUSTRALIA PTY LTD has sole discretion in determining whether the products are in original condition when returned to Hermes.com website.
HERMÈS AUSTRALIA PTY LTD will not be responsible or liable if any item you wish to return to the Hermes.com website is lost, misdirected or delivered late.
We do not currently exchange or allow refunds for goods purchased in HERMÈS boutiques via the Hermes.com website.
Except where there is a major failure to comply with a consumer guarantee under the Australian Consumer Law, we are unable to exchange or provide a refund for earrings, undergarments, swimwear, customised and/or personalised items or Nautilus pens that have been assembled and filled with ink.

To Australian HERMÈS boutiques

Any HERMÈS product purchased (or received as a gift) from Hermes.com Australia may also be exchanged for a different product or for a store credit at any HERMÈS boutique in Australia within a maximum period of thirty (30) days following the date of purchase, subject to the following terms and conditions:
Returns must be in their original condition and packaging with all tags, labels and/or barcodes attached.
You must provide the original Hermes.com Australia receipt/tax invoice along with your return.
The Hermes.com shipping/delivery charge will not be refunded when returning (for exchange or store credit) product(s) to a HERMÈS boutique.
HERMÈS boutiques do not offer refunds on any goods purchased on the Hermes.com website, include orders delivered for In Store Collection. Under no circumstances will it be possible to credit your charge or credit card.
Except where there is a major failure to comply with a consumer guarantee under the Australian Consumer Law, we are unable to exchange earrings, undergarments, swimwear, customised and/or personalised items, Nautilus pens or items exclusive to Hermes.com.

To HERMÈS boutiques outside Australia

Any HERMÈS product purchased (or received as a gift) from Hermes.com Australia may also be exchanged for a different product at any HERMÈS boutique (excluding Argentina, Brazil, China, India, Lebanon, Russia, South Korea, Taiwan, Thailand and airport stores) provided that the relevant local legislation allows such exchange, within a maximum period of thirty (30) days following the date of purchase, subject to the following terms and conditions:
Returns must be in their original condition and packaging with all tags, labels and/or barcodes attached.
You must provide the original Hermes.com Australia receipt/tax invoice along with your return.
A store credit cannot be issued, only an item exchange at the time of return. The exchange of all bags, luggage and small leather goods purchased in Australia will not be accepted abroad unless the exchange is from the same category. For example, a ready-to-wear item purchased in Australia cannot be exchanged for a handbag.
Due to CITES regulation all exotic skin items are excluded and will not be accepted for exchange even with CITES documentation.
Customised and/or personalised items and special orders will not be accepted for exchange.

When will I receive my refund?

If you ask for a refund, Hermès Australia Pty Ltd will use commercially reasonable efforts to ensure that any refund will be made within seven (7) business days of receipt of the goods returned by crediting your charge or credit card, please note that while the refund will be processed by Hermes.com within seven (7) business days of receipt of the returned item(s) the time for the funds to become available in your account will vary, this can take up to ten (10) business days.

Apple Watch Hermès returns and exchanges?

Apple Watch Hermès and Apple Watch Hermès straps purchased on Hermes.com can be returned to Hermes.com (for refund or exchange) or Hermès Sydney (exchange only) within thirty (30) days of purchase with all original packaging. The inner clear plastic must not be removed from the watch and strap, returns will not be accepted if this inner plastic has been removed.
The Apple Watch Hermès cannot have been paired or synced with any electronic device.The serial number on the Apple Watch Hermès being returned must match the serial number on the original receipt.
The Apple Watch Hermès and Apple Watch Hermès straps cannot be returned or exchanged in Hermès Melbourne, Brisbane or Pacific Fair.