Hello, how can we help you?
How do I return my order?
If it’s not a fit, you have 90 days to return your unworn items – FREE. You can either:
- Drop off a parcel at your nearest Hermes ParcelShop or Doddle store
- Schedule a pick up for your parcel
Just mark the items you are returning on the return form that came with your order, pack your items in the box, and use the enclosed return label to send back your items. Make sure to cover up or remove the original delivery barcode on the box.
If you want to schedule a pick up or you’re simply missing a return label, register your return online. There you can book a time and you’ll also be able to save a digital PDF label to print for your return:
Where is my order?
Your order will arrive within 2-4 days after it’s been placed.
Log in below to track your order
How do I cancel my order?
If you made a mistake or simply changed your mind after placing an order, there’s no need to fuss. As long as your parcel has yet to be picked and packed in our warehouse, you’ll have the option to cancel.
To cancel your order:
- Go to My Orders in your account
- Click on view/cancel order*
- Click on ‘Cancel order’ or ‘Cancel items’ and follow the steps on screen
Which available payment methods are offered?
We offer three available payment methods:
- PayPal
- Credit card
- Cash on delivery
- Direct bank transfer
Paying with PayPal
When will I be charged?
PayPal payments are usually credited within a few minutes.
What sort of payment confirmation will I receive?
You will receive an order confirmation which contains the link to your PayPal payment.
If for some reason, the payment process is interrupted, this link offers you the chance to reprocess your payment with PayPal. Please note, however, that after three hours payment via PayPal is no longer possible.
Can I pay by PayPal without creating a PayPal account?
Yes, in order to do so select PayPal as your preferred payment method during checkout. At the end of the ordering process, you will be directed to PayPal. If you prefer not to create an account, then simply select the option ‘Don’t have a PayPal account?’ and you can enter your card details and confirm the payment as a PayPal guest.
Paying with credit card
Which cards do you accept?
Credit
- Mastercard
- Visa
- American Express
Debit
- Maestro
- Visa Electron
- Visa Debit
What delivery options are available?
We currently offer the following three delivery options for getting your order to you:
Home delivery: Free
- Standard delivery: 2-4 days (Mon-Sat), excluding public holidays
- Expected delivery date provided at checkout
Hermes Click & Collect: Free
- Standard delivery: 2-4 days (Mon-Sat), excluding public holidays
- Add your ‘pick-up point’ address at checkout when prompted for your delivery address
- You’ll receive an SMS when your parcel is ready to be collected
DHL Express delivery: £5.95
- Next day delivery when you order before 2:00 pm, Monday to Friday, excluding public holidays
Where is my order?
Your order will arrive within 2-4 days after it’s been placed.
Log in below to track your order
My parcel arrived damaged
We’re sorry to hear, and hope that the items you ordered arrived intact and complete.
If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return. Please make sure to use the return documents we provided in the parcel – with our return label, the return is always free of charge for you.
Please note that we cannot provide substitutes for damaged parcels.
I would like to delete my account
You can delete your account with us at any time.
Please note: if you choose to delete your account, you will no longer have access to information about your orders that have already been paid-for or processed. You will lose any details that were stored in your account.
If you wish to cancel your account, please contact customer care by choosing your preferred contact method below. We value your feedback so please be sure to let us know why you’ve chosen to cancel your account to improve our future service.
How do I unsubscribe from the newsletter?
You can unsubscribe using the link in any newsletter (top or bottom) or from your account by clicking on ‘My Newsletter’ and then on the link ‘cancel all newsletters’.
IMPORTANT: Before you unsubscribe, please do not mark these emails as spam, as this may also block the delivery of other important emails from Zalando (order confirmation, etc).
Please bear in mind it can take up to 7 days for your unsubscription to take effect.
