Frequently Asked Questions
Your order / Delivery
Where does Hermes.com deliver?
Hermes.com only delivers within the 50 United States. Orders cannot be placed for delivery addresses situated outside this territory. Hermes.com will not process any order where a P.O. box or APO/FPO address is given as the delivery address.
How much is the delivery?
Select Ground service as your shipping method and we will ship your order at no charge. Freight service on furniture and bicycles is excluded from this offer.
Orders placed before 2pm Eastern Time on a business day will ship the same day. Orders placed after 2pm ET will ship the following business day. Any order placed over the weekend will ship the following business day.
Delivery costs depend on the value of your order and the delivery service you select:
|Up to $200.00||complimentary||$25.00||$30.00||$40.00||$45.00|
|From $200.01 to $400.00||complimentary
|From $400.01 to $700.00||complimentary
|From $700.01 to $1000.00||complimentary
|$1000.01 or more||complimentary
For delivery to Alaska or Hawaii, you will be invoiced a supplement of $10.
For furniture, a delivery fee of 6% of the retail subtotal of the order, with a cap of $5000, will be charged to you upon shipment of your order. For the bicycle « Le Flâneur », a delivery fee of $250 will be charged upon shipment of your order.
How long will delivery take?
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 from Monday to Friday, 9 a.m. to 6 p.m, Thursday from 9 a.m. to 7 p.m, and Saturday from 10 a.m. to 6 p.m (Eastern Time), we will be happy to assist you.
Priority Overnight: if your order is placed before 2p.m. (Eastern Time), it will be delivered the following business day, by 10 a.m.
Saturday Delivery: if your order is placed between Thursday at 2:01p.m. and Friday 1:59p.m. (Eastern Time), it will be delivered Saturday morning by 10a.m.
In Store Pickup: if your order is placed before 2p.m. (Eastern Time), it will ship the same day via FedEx Ground service, from our warehouse in New Jersey. Transit may take one to seven business days.
Some items including tableware, ready to wear, customized items and furniture 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 details and an estimated shipping date.
Furniture and the bicycle « Le Flâneur » will be delivered by an independent, white glove moving company. An Internet Shopping Specialist will contact you to advise you of any delays in your order, to schedule delivery and to collect payment for the delivery charges.
How do I track delivery of my order?
We invite you to contact us at 800 441 4488 from Monday to Friday, 9 a.m. to 6 p.m, Thursday from 9 a.m. to 7 p.m, and Saturday from 10 a.m. to 6 p.m (Eastern Time), and we will be delighted to track your order for you. You may also log into your account to track your order.
Do I need to sign for my package?
A signature is required for all packages.
What do I do if my item arrives damaged?
Please accept our sincere apologies for the inconvenience. We invite you to return the article following our returns procedure. Once we receive the parcel, we will proceed with an exchange or refund, depending on your request. Feel free to contact our customer service team for assistance.
Can I withdraw my order in a store ?
It is possible to collect the items you have ordered on Hermes.com in-store. This service, offered to Hermes.com customers, is currently only available in selected stores. While completing your order, the option of in-store collection may be offered, according to your billing address.
Your articles will ship the same day (for any order placed and validated before 2 p.m. on a workday).
Orders are shipped via FedEx Ground service.
Please allow 1-6 business days for delivery.
An email will be sent to you when your order is available in store.
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, along with:
- the email informing you of the availability of your order (printed out or on the screen of your phone),
- proof of identification.
Can a third party withdraw my order in a store?
If you have chosen to have your order collected by a third party, this person must provide the sales assistant with:
- the email confirmation, passed on by you,
- their ID.
Could you deliver to the PO box?
Hermes.com uses FedEx as our delivery service. FedEx requires a physical street address for delivery of your order. We therefore cannot ship to a PO Box.
I am on a business trip. Can you deliver to my hotel?
We can indeed deliver to your hotel. Please provide the name and address of your hotel, as well as the dates that you will be staying there in the "comments" area. If your travel plans change, you must notify Customer Service immediately or the delivery and return of the order will be your responsibility.