FAQs

How does your Return Service work?

If you need to return an item to a retailer who use our service, you can use our easy to use service to return your item to them fully tracked. No registration is required. You will however need access to a printer to produce your label.

Do I need a printer?

Yes, you will need a printer to print off your labels. Without the correct bar-coded label we will be unable to collect & deliver your parcels.

Can I send fragile items?

Yes, but items such as glassware, antiques & pottery are excluded from all compensation cover and are sent at your own risk.

I can't complete my transaction - I’m taken back to the homepage. What should I do?

This error may be caused by your Internet Explorer. Unfortunately our website doesn’t support Internet Explorer 8 or below. To use this website, we would recommend that you updated your Internet Explorer to the latest version or try an alternative browser such as Google Chrome or Mozilla Firefox.

Who should I contact if I have a query?

If you have a query about a parcel returned via Hermes Parcel Returns, please click here to see the list of contacts.

Booking a parcel

I can't print my label - When I click on print labels, I'm taken to a blank window. What should I do?

This error may be caused by the Adobe plug-in settings for your web browser. Adobe is needed to view and print the PDF labels for your parcel.

To ensure the correct plug-in is installed, please visit the Adobe website.

What if I am not sure of the weight of my parcel?

Please try to be as accurate as possible. If you do not have scales at home, try to use household objects as a guide. For example, a bag of sugar weighs 1kg, a kettle full of water weighs approximately 3kg.

How do I cancel a collection that I have ordered?

Please contact the retailer’s customer service team, who will contact Hermes on your behalf.

Packaging

How do I print labels?

You will be able to print labels once you have completed your shipment by selecting the print labels link. This will open a new tab on your browser that show a pdf file. You can print this straight away, or save it onto your machine to print at your leisure.

Does my parcel need to be boxed?

We ask that all parcels are safe, secure and robust with a label that is clearly visible.

What is the maximum size and/or weight of each individual parcel?

The maximum weight of each individual parcel is 15kg, and the maximum length is 1.2m. Please see the calculation tool for more information.

Do you have a minimum size and/or weight of a parcel?

Your parcel must be at least A5 size (21cm x 15cm) on one side to accommodate the barcoded label. If it is not, we will not be able to accept your parcel.

Can I tie parcels together?

No. All parcels must be shipped and labelled separately.

Courier Collection

How is the parcel collected?

The parcel will be collected by one of our extensive network of couriers.

Do I have to be in when the parcel is collected?

No, you can leave your parcel in a safe place or with a neighbour ready for collection as long as we are informed of the location on your order. Please note that parcels in a safe place are left at your own risk as we cannot be held responsible for them until collection.

Can I specify a morning / afternoon collection?

Not at this time, though we are hoping that this option becomes available in the future.

Do you collect on all Weekdays?

We collect Monday to Saturday. When you book your collection you will be offered a selection of collection dates up to seven days in advance and you can choose the most convenient date for you. Don't forget, you do have the option to drop the parcel at one of our many ParcelShops if you will not be at home.

What if I miss the scheduled collection?

If you are not present when the courier calls then the courier will leave a card. On the reverse of the card will be the couriers contact details which you should use to re-arrange the collection. If you have any problems please contact us.

It's 5pm and my parcel still hasn't been collected.

Our couriers may collect at any time up until 20:00.

How do I cancel a collection that I have ordered?

Please contact the retailer’s customer service team, who will contact Hermes on your behalf.

Will the courier leave anything when they collect the parcel?

The courier will leave a card when they collect the parcel. This card will have on it a barcode which is your receipt for the collection. Please note that the barcode cannot be used for tracking purposes – please use the barcode on the parcel label for tracking.

ParcelShop Drop-Off

What is a myHermes ParcelShop?

This is a local store that will accept correctly labelled Hermes parcels to be safely dropped off at your convenience for onward delivery to the parcel recipient.

How do I know that the myHermes ParcelShop is genuine?

An officially contracted myHermes ParcelShop will be listed on the myHermes website under ParcelShop finder. The store will have myHermes point of sale on display and more importantly, the staff will have a hand held terminal, branded Intermec CN3 with a Hermes asset number on its back panel.

How can I find a myHermes ParcelShop?

You can find a myHermes ParcelShop by using our ParcelShop Finder on the Returns home page and inputting your home town or postcode.

How many parcels can I drop off at a myHermes ParcelShop?

You can drop off up to 15 parcels at a ParcelShop. If you have more than 15 parcels to drop off we recommend that you phone the shop to check they have the space to take them. Shop phone numbers can be found using the ParcelShop finder.

What are myHermes ParcelShop opening hours?

myHermes ParcelShops' opening hours are listed under the store details found by using our ParcelShop finder.

How do I prove I have left my parcel at a myHermes ParcelShop?

When you drop your parcel at a myHermes ParcelShop your parcel label must be scanned by the shop staff using a Hand Held Terminal. You will also be asked to sign the Hand Held Terminal and be given a single receipt card stating how many parcels you have left at the shop and the date they were left.

I only got 1 receipt card when I dropped off multiple parcels

When you drop your parcel at a myHermes ParcelShop your parcel label must be scanned by the shop staff using a hand held terminal. You will also be given a single receipt card stating how many parcels you have left at the shop and the date they were left.

What if I change my mind about which myHermes ParcelShop to use?

Provided your parcel has a correct label affixed to it you can drop your parcel at any myHermes ParcelShop. You do not have to advise us that you have changed your mind and you do not have to change the label that you have paid and printed.

How can I tell if I have ordered a courier pick up or ParcelShop drop off?

Take a look at your label. It will either display either COURIER with the date the parcel is to be picked up or PARCELSHOP and today's date.

Can a myHermes ParcelShop refuse to take my parcel?

Yes they can refuse to accept your parcel for a number of reasons, including the label barcode is not readable or not attached to the parcel. The parcel is too big for our network; the parcel weighs over 15kg; or if the parcel is not well packaged or contains prohibited items.

What happens when I go to a myHermes ParcelShop?

When you take your parcel to a ParceShop, please ensure that it is securely packaged and has the appropriate label affixed.

  1. Present your parcel/s to the counter staff and they must scan your parcel/s using a Hand Held Terminal whilst you are present.
  2. The counter staff will then scan a single receipt barcode.
  3. The counter staff will enter your name into the Hand Held Terminal.
  4. You will be asked to sign your name on the Hand Held Terminal to confirm you have dropped off your parcel/s
  5. You must take the barcoded receipt from the counter staff and keep it safe. This is your proof of sending and is linked to the parcel/s you have sent.

What if there is not a myHermes ParcelShop in my local area?

Please use the courier collection option. myHermes ParcelShops are a new concept for myHermes and we are still building a ParcelShop network. Our objective is to ensure that we eventually cover all the main cities and towns with conveniently located shops.

Is there a time limit on when I can drop off my parcel?

It is recommended that you drop off your parcel with in 7 days of making the request, otherwise the ParcelShop may refuse to accept it. If this occurs, please contact us to re arrange a new drop off request.

Do I have to specify a day/time to drop off my parcel?

No, providing you drop the parcel within 7 days of creating the return order you can drop the parcel off at any time. You can check the shop opening ours using the ParcelShop Finder.

Will the shop be expecting me? (do they get a list of customer’s they are expecting? Appointments?)

The ParcelShops are not pre advised about your parcel order and will not be expecting your parcel.

What is the benefit to me of using a ParcelShop?

E.g. With a courier collection, courier comes to me, for ParcelShops I have to travel to them.

Some of our customers prefer to drop off parcels at their convenience rather than wait in for a courier collection or leave their parcel in a safe collection place. A myHermes ParcelShop delivery may be one day faster than a courier collection, because our daily ParcelShop collections are taken directly to our local depots and injected into our network. Courier collections are normally dropped off at the local depots the morning following collection.

Delivery

How long will delivery take?

Delivery should take from 3-5 days from the date of collection, however outlying areas such as the Highlands & Islands of Scotland, the IOM & IOW may take slightly longer. Please allow 7 working days from the date of collection before querying a delivery

Achica

If your query relates to a parcel returned to Achica, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

ASOS

If the parcel you are querying has been returned to ASOS, please contact the retailer directly who will contact Hermes on your behalf if required.

Beaudown Bedding

If your query relates to a parcel returned to Beaudown Bedding, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Beautybay.com

If the parcel you are querying has been returned to Beautybay.com, please contact the retailer directly who will contact Hermes on your behalf if required.

Bestseller

If the parcel you are querying has been returned to Bestseller, please contact the retailer directly who will contact Hermes on your behalf if required.

BHS

If the parcel you are querying has been returned to BHS, please contact the retailer directly who will contact Hermes on your behalf if required.

Bid Red Group

If the parcel you are querying has been returned to Bid Red Group, please contact the retailer directly who will contact Hermes on your behalf if required.

Boden

If the parcel you are querying has been returned to Boden, please contact the retailer directly who will contact Hermes on your behalf if required.

Cadenza

If the parcel you are querying has been returned to Cadenza, please contact the retailer directly who will contact Hermes on your behalf if required.

Complete Care

If your query relates to a parcel returned to Complete Care, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Cotton Traders

If your query relates to a parcel returned to Cotton Traders, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Create and Craft

If the parcel you are querying has been returned to Create and Craft, please contact the retailer directly who will contact Hermes on your behalf if required.

Damart

If the parcel you are querying has been returned to Damart, please contact the retailer directly who will contact Hermes on your behalf if required.

Debenhams

If the parcel you are querying has been returned to Debenhams, please contact the retailer directly who will contact Hermes on your behalf if required.

Designer Habitat

If the parcel you are querying has been returned to Designer Habitat, please contact the retailer directly who will contact Hermes on your behalf if required.

Disney

If the parcel you are querying has been returned to Disney, please contact the retailer directly who will contact Hermes on your behalf if required.

DrinkStuff

If the parcel you are querying has been returned to DrinkStuff, please contact the retailer directly who will contact Hermes on your behalf if required.

F&F Clothing

If your query relates to a parcel returned to F&F Clothing, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Fabletics

If your query relates to a parcel returned to Fabletics, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Feel Unique

If the parcel you are querying has been returned to Feel Unique, please contact the retailer directly who will contact Hermes on your behalf if required.

Hub Europe

If the parcel you are querying has been returned to Hub Europe, please contact the retailer directly who will contact Hermes on your behalf if required.

Ideal Shopping Direct

If the parcel you are querying has been returned to Ideal Shopping Direct, please contact the retailer directly who will contact Hermes on your behalf if required.

Impericon

If the parcel you are querying has been returned to Impericon, please contact the retailer directly who will contact Hermes on your behalf if required.

Jacques Vert

If the parcel you are querying has been returned to Jacques Vert, please contact the retailer directly who will contact Hermes on your behalf if required.

JD Sports

If your query relates to a parcel returned to JD Sports, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity

JD Williams

If the parcel you are querying has been returned to JD Williams, please contact the retailer directly who will contact Hermes on your behalf if required.

John Lewis

If the parcel you are querying has been returned to John Lewis, please contact the retailer directly who will contact Hermes on your behalf if required.

Joe Browns

If the parcel you are querying has been returned to Joe Browns, please contact the retailer directly who will contact Hermes on your behalf if required.

Jolliman

If your query relates to a parcel returned to Jolliman, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Just Beauty

If the parcel you are querying has been returned to Just Beauty, please contact the retailer directly who will contact Hermes on your behalf if required.

JustFab

If your query relates to a parcel returned to JustFab, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Kate Spade

If the parcel you are querying has been returned to Kate Spade, please contact the retailer directly who will contact Hermes on your behalf if required.

Kingstown Associates

If the parcel you are querying has been returned to Kingstown Associate, please contact the retailer directly who will contact Hermes on your behalf if required.

Lakeland

If the parcel you are querying has been returned to Lakeland, please contact the retailer directly who will contact Hermes on your behalf if required.

Lands' End

If your query relates to a parcel returned to Lands’ End, please e-mail us at returnssupport@hermes-europe.co.uk for assistance.

Moda in Pelle

If your query relates to a parcel returned to Moda in Pelle, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Moss Bros

If your query relates to a parcel returned to Moss Bros, please contact the retailer directly who will contact Hermes on your behalf if required.

Online Home Shop

If the parcel you are querying has been returned to Online Home Shop, please contact the retailer directly who will contact Hermes on your behalf if required.

Physio Room

If your query relates to a parcel returned to Physio Room, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Poetry

If the parcel you are querying has been returned to Poetry please contact the retailer directly who will contact Hermes on your behalf if required.

PrettyLittleThing

If the parcel you are querying has been returned to PrettyLittleThing, please contact the retailer directly who will contact Hermes on your behalf if required.

Puritane

If the parcel you are querying has been returned to Puritane, please contact the retailer directly who will contact Hermes on your behalf if required.

QVC

If your query relates to a parcel returned to QVC, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Sportsshoes.com

If your query relates to a parcel returned to Sportsshoes.com, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Superdry eBay

If your query relates to a parcel returned to Superdry eBay, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

Trueshopping.co.uk

If your query relates to a parcel returned to Trueshopping.co.uk, please e-mail returnssupport@hermes-europe.co.uk and we will respond at our earliest opportunity.

UK Bedding

If the parcel you are querying has been returned to UK Bedding, please contact the retailer directly who will contact Hermes on your behalf if required.

Wrap

If the parcel you are querying has been returned to Wrap, please contact the retailer directly who will contact Hermes on your behalf if required.