What payment methods do you accept?
You can pay online using any of the following options: PayPal, Visa/Visa Debit, Mastercard and Maestro.
What if I don’t receive an order confirmation?
If you haven’t received an order confirmation after completing the order process, please check your junk and spam folders, as they can sometimes end up there. Add our email address to your safe senders list so the problem doesn’t occur again.
If there is no email, please send a message to email@example.com as there may have been an issue when ordering.
What if I can’t sign into my account?
Please visit the ‘contact us’ section of our website. Here you can tell us about your enquiry, and we can help you sign into your account.
Can I track my order?
You can track your order by visiting https://www.evri.com/track-a-parcel and entering your parcel’s 16-character tracking code.
Alternatively, you can download the Hermes App from any smartphone. This will allow you to track and divert your parcel easily on the go. You can find out more here; https://www.evri.com/our-services/mobile-app
When will my order arrive?
Orders should arrive within 1-3 working days from when the items have been dispatched from our warehouse.
Can I get my parcel delivered to a Hermes Parcelshop or locker?
We don’t deliver to Evri (Hermes) Parcelshops or lockers. If you’re not going to be in for your delivery, you can divert your parcel to a safe place, which may include the option to divert it to a Parcelshop or locker.
How do I cancel my order?
Contact us to request a cancellation as soon as you can. If your order hasn’t shipped, we’ll do our utmost to cancel it and process a full refund. Our customer service hours are 9am–5pm, Monday–Friday. We only process orders during those hours, so if you place an order over the weekend we can cancel it, if required, on the Monday morning.
How do I amend my order?
To cancel or remove products from your order, or to change the delivery address, please contact us. If your order has not been processed, we will try to accommodate the requested modification. Unfortunately, it is not possible to add products to your order after it has been placed.
How do I return an item?
First, email customer services to let them know you are returning an item. Then take the item, which must be unused and in its original packaging, to a Post Office. We recommend obtaining proof of postage. The customer is responsible for any costs associated with returning an item. Once the return reaches head office, we will process it for you. Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty. We do not accept returns to store.
How long have I got to return an item?
You can return your order, or part of it, for any reason within 28 days.
How soon will my refund be processed?
Refunds will be credited by our customer services team within 10 working days of the date of return.
What if I receive a faulty product?
We’re sorry this happened to you. We want all of our customers to receive the highest standard of customer service. Please send an email to firstname.lastname@example.org with your order number and a brief explanation of the fault or damage. If you can attach a photo showing the fault, this will help us to prevent similar situations from re-occurring. Once we have received your email, we will respond with details of what to do next.
What if only part of my order arrived?
If you ordered multiple items, they may have been shipped in multiple parcels. These parcels will be numbered. Please check all packaging as smaller items can be placed inside larger ones for packing efficiency. If you still cannot locate an item, contact us within seven working days and we will make arrangements to resolve the issue. You can email us at email@example.com
What should I do if I received the wrong product?
We’re sorry you received the incorrect item. We want all of our customers to experience great customer service. Please send an email to firstname.lastname@example.org and we will let you know what to do next and when the correct product will be dispatched.
I’ve forgotten my password – how do I reset it?
All passwords can be reset via the login screen in ‘My Account‘.
How soon do out-of-stock items get restocked?
We aim to restock items as soon as possible, but this depends on availability with our suppliers.
How do I make a complaint?
If you are unhappy with the service or product/s you have received, please get in touch and we will do our best to make things right. You can email us at email@example.com
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