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Frequently Asked Questions

Your order / Returns and exchanges

1-800-441-4488

From Monday through Friday, 9 a.m.-6 p.m., Thursday 9 a.m.-7 p.m. and Saturday 10 a.m.-6 p.m. ET.

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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
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. For orders valued over $10,000, please contact an Internet Shopping Specialist at 800-441-4488 to arrange your return.

Otherwise, 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:

H.O.P.
Attn: Internet Returns and Exchange
1 Broadway Road
Suite 1
Cranbury
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. 

Furniture and customized items cannot be returned or exchanged.

All furniture orders are custom made and cannot be returned, exchanged or cancelled. No reimbursement will be made.

To Hermès stores
Please see the section ''Can I return or exchange an item in-store?''

Can I return or exchange an item in-store?

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".

Furniture and customized items purchased on Hermes.com cannot be returned or exchanged in a store.

For further information, our Customer Service Department is available by telephone at 800 441 4488 from Monday to Friday, from 9 a.m. to 6 p.m. (Eastern Standard Time) or by email.

Can I return or exchange a gift purchased on the Hermes.com site?

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. Customized items received as a gift cannot be returned or exchanged.

When will I receive my refund?

Refunds are processed within 10 business days of receipt by our warehouse.