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. Bank 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 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, email address, etc.
Hermes.com may also disclose the information you provide on the Hermes.com website to other companies in the Hermes group, in order that such corporate affiliates may contact you with respect to information about them, including products and services of such corporate affiliates that may be of interest to you.
Hermes.com undertakes only to disclose your personal data to third parties involved in the ordering process: bank, delivery service, etc.
Hermes.com may also disclose data wherever necessary to identify or question any individual who, intentionally or unintentionally, damages the property or infringes the rights of Hermès, other Hermes.com website users or any persons penalized as a result of such actions. Hermes.com may also be required by law to disclose personal data in special circumstances such as the filing of a criminal complaint.
How do I log in if I've forgotten my password?
In the section "your account", click on "I have forgotten my password". For the security of your account, a new password will be generated and sent to the e-mail address you enter below. 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 in and clicking on 'modify your account'. To close your Hermes.com account, please contact customer service.
Where does Hermes.com deliver to?
Hermes.com only delivers within the United States, except Puerto Rico, Guam and other U.S. territories and possessions outside North America. Also, Hermes.com will not process any order where a P.O. box or APO/FPO address is given as the delivery address.
How long will delivery take and how much will it cost?
Delivery costs depend on the value of your order and the delivery service you select:
| Order value | Delivery service | Additional address cost | ||
|---|---|---|---|---|
| Ground | 2-Day | Overnight | ||
| Up to $200.00 | $15.00 | $25.00 | $30.00 | $5.00 |
| From $200.01 to $400.00 | $20.00 | $30.00 | $35.00 | $5.00 |
| From $400.01 to $700.00 | $25.00 | $35.00 | $40.00 | $5.00 |
| From $700.01 to $1000.00 | $30.00 | $40.00 | $45.00 | $5.00 |
| $1000.01 or more | $35.00 | $45.00 | $50.00 | $5.00 |
An additional $10 will be charged for deliveries to Alaska and Hawaii.
Ground: allow between three to seven business days between the date of your order and your date of delivery.
2-Day: your order must reach us before 2 p.m. (Eastern Standard Time). It will be delivered within two business days.
Overnight: your order must reach us before 2 p.m. (Eastern Standard Time). It will be delivered the following working day.
This option is not available for addresses in Hawaii and Alaska. If you are not sure of your zip code, please contact our customer service at 800 441 4488, we will be happy to assist you.
Some tableware items may be subject to delivery delays. If your order is not able to ship immediately, an Internet Shopping Specialist will contact you to provide more detail and an estimated shipping date.
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.us@hermes.com) or by telephone at 800 441 4488 (toll free number available only from within the United States) from Monday to Friday, from 9 a.m. to 6 p.m. (Eastern Standard Time).
How do I purchase corporate gifts through Hermes.com?
For further information regarding the Hermès corporate gift program, please call 800 441 4488 or email service.us@hermes.com.
How do I return or exchange an item ordered via Hermes.com?
You are entitled to return 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 items in their original condition, with their purchase invoice and in their original packaging (use the returns label included in the delivery parcel). You should complete and send us the "Return Card" form included in the delivery parcel indicating whether you wish to exchange items or whether you want a refund.
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 will exchange goods purchased on the Hermes.com website but will not give refunds.
You should return items in their original condition, with their purchase invoice and in their original packaging. A list of Hermès stores is available by clicking on "stores".
For any further information, please contact our customer service by telephone (only from within the United States) at 800 441 4488 (toll free number) from Monday to Friday, from 9 a.m. to 6 p.m. (Eastern Standard Time) or consult our General Terms and Conditions of Sale.
What do I need for optimum browsing when visiting Hermes.com?
Here is some advice on how to makeyour visit to Hermes.com even more enjoyable
Navigators:
It is preferable to visit Hermes.com using generation 5 navigators or better, which accept frames, such as Microsoft Internet Explorer 5.0.®
The Hermes.com site may require a higher level of security than is configured on your browser. To make a purchase on the Hermes.com site, your browser needs to support 128-bit SSL encryption. To install this module, go to your browser website. Note that installation of this kind of certificate with 128-bit encryption will depend on the regulations in force in your country.
Modems:
We advise you to use a modem transmitting at least 56kb/s, or similarly rapid connection.
Viewing screens:
Hermes.com is designed for 17 inch viewing screens, in thousands of colors mode and with 1024 x 768 resolution. You can however visit the site with only 800 x 600 resolution.
Which means of payment are accepted by Hermes.com?
You can only pay for your purchases with a credit or charge card: MasterCard®, Visa®, Diners Club®/CarteBlanche®, American Express®, JCB®. You should enter your credit card or charge card number and its expiration date on the relevant page.
If you wish, you may contact our customer service by telephone (only from within the United States) at 800 441 4488 (toll free number) to supply your card number. In this case, you should also specify the order number shown on your order summary.
