Bag
Continue shopping
Mastercard American Express Visa
Free UK Mainland Delivery*
Continue shopping
Mastercard American Express Visa
Free UK Mainland Delivery* Pay in 3 on orders over £75
Close

Customer Information Hub

Track My Order
Enter your order number:

Top Delivery Questions

How long does it take to dispatch my order?

  • Orders are usually despatched within 24-48 hours.

How long does delivery take?

  • Free UK Mainland Standard Delivery 3-5 working days, excluding weekends & bank holidays
  • Free UK Mainland Standard Delivery for larger items takes 7-10 working days, excluding weekends & bank holidays
  • £2.99 Next Day Delivery is available on orders placed Monday - Thursday before 1pm.

Where is my order?

Have you had your dispatch email? If yes, then your order is on the way. Your courier will then directly email you a tracking reference and delivery update. Please remember to check your junk email inbox.

Why did I recieve one item but not the other item(s) i ordered?

  • We choose the fastest courier for your item(s) depending on the size and weight of each item. Please rest assured your other delivery will follow shortly.

Why is my order late?

  • Please wait 5 working days before contacting us about standard delivery enquiries
  • Please wait 7 working days before contacting us about large item standard delivery enquiries

What is classed as a 'large' item?

  • Furniture, parasols, large armoire mirrors, etc

How do I arrange a return?

If you change your mind, you can return your product to us within 30 days of it being dispatched, unused and in its original retail packaging.

If you wish to return an item you must contact us to receive an authorisation number.

You can contact us by email to arrange a return, [email protected]

Will I have to pay to return an item?

Yes you will be responsible for paying for return your item(s) unless the goods are faulty.

For unwanted items return charges are;

  • £3.99 - for a label to drop off at a Hermes parcel shop 
  • £6.99 - for home collections 
  • For larger items such as furniture prices vary depending on the courier that will be collecting the goods from your home, item weight(s) and dimensions.

How long do I have to return an item?

You must return the item(s) within 30 days (from the date of dispatch of the product to you)

Can I receive a refund for my return?

We can only offer a refund if the item is unused and is returned in its original packaging with the seal and labels intact

What if the item is damaged or faulty?

All items receive a 12 month guarantee, if your item is faulty and it is not related to misuse we will repair or replace the damaged item and cover the courier costs associated to sending the item back

How long will it take to receive a refund?

  • We will refund you within 30 days of receiving the returned item
  • Please ensure you include your 7 digit returns reference number so we can promptly process your refund

 

Still need to speak to us?

You can contact us via email at [email protected]

For more details read our full delivery policy, available here