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.
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?
Click 'your account' at the top right of the Hermes.com website, then click 'forgotten your password?'. After entering the e-mail address linked to your account, an e-mail will be sent to you allowing you to re-set your password.
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|
|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 (firstname.lastname@example.org) 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 email@example.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.
Returning a product for exchange or refund is free. In order to do this, you must return the articles to us via our carrier by using our system of pre-paid return labels. Connect to your account and click on "return or exchange items" in the "your orders" section. Follow the instructions which will allow you:
- to choose the articles to return as well as the reason for the return;
- to choose your delivery method (drop-off at a FedEx® location or collection of the package at your home by appointment service);
- to download and print your pre-paid return label.
If you received an item as a gift from Hermes.com, you may exchange it for another item of equal or greater value (the difference in price must be paid by you, the recipient of the gift). Please contact our Customer Service Department who will send you the pre-paid label by email.
If you are unable or do not wish to use the pre-paid label service, please contact the Customer Service Department who will record your return. You can then return your package to the following address:
Attn: Internet Returns and Exchange
1 Broadway Road
New Jersey, 08512
In this case, please ensure your package for the full retail value of the item. HERMÈS OF PARIS will not be responsible or liable if any item you return to the Hermes.com website is lost, misdirected or delivered late insofar as you have to bear the risks of the shipping you have chosen.
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 item(s) in their original condition, with their purchase invoice and in their original packaging. A list of Hermès stores is available by clicking on "Boutiques".
For further information, our Customer Service Department is available by telephone at 800-441-4488, option 1, Monday to Friday, from 9 a.m. to 6 p.m. EST or by email.
Can I collect my order at a Hermès store?
When ordering, the "store collection" option is available if your billing address is located in an area close to the Hermès stores in Charlotte, North Carolina and New York, New York. This service is offered to Hermes.com customers only.
For collection from the Hermès store in Charlotte, North Carolina your items will be available within:
- 2 business days for orders placed and confirmed before 2 p.m. on a weekday
- 3 business days for orders placed and confirmed after 2 p.m. on a weekday
For collection from a Hermès store in New York, New York, your items will be available within:
- 1 business day for orders placed and confirmed before 1 p.m. on a weekday
- 2 business days for orders placed and confirmed after 1 p.m. on a weekday
An email will be sent to you informing you of the arrival of your order in store. You will then have 21 days to collect your order.
To collect your order, please introduce yourself to a sales person when you arrive at the store. Please have with you:
- the email informing you of the availability of your order (printed out or on the screen of your phone)
- proof of identification
If you have chosen to have your order collected by a third party, this person must provide the sales specialist with:
- this email, passed on by you
- their ID
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.