If for any reason you want to send back something you've bought from us, you can make use of our simple returns service; simply return it in as new condition within 14-days of receipt, or in accordance with your statutory rights.
Every delivery we send out includes an Advice Note which lists its contents. Please select a reason for return from the back of the advice note, and enter it next to the item you wish to return. It's important that you return this Advice Note with your returns parcel, as this information will help us to improve our quality control when we examine the returned goods, as well as ensuring a swift refund. If you don't have your Advice Note, simply write on a piece of paper the item number, your reason for returning and your name, address and customer number and make sure you enclose it with the goods. Supply us with your email address and we will notify you when your goods have been returned to us.
PLEASE DON'T SEND PAYMENTS WITH RETURNED GOODS UNDER ANY CIRCUMSTANCES.
Returns via your courier
Our courier returns service is convenient, quick & reliable. Your courier can collect most items from you for easy return. You can call your courier direct if his/her telephone number was left with the parcel, or arrange a return online by signing in to your account and selecting the Arrange a Return link from the My Account page. Alternatively, you can call us on our Enquiry Line and select option 3 and then our secure voice activated system will take your details and arrange a collection for you - simple! Please use the original packaging, tape the returns label over your own name and address, and ensure your parcel is sealed and ready for collection. If you do not have a returns label, contact us via our website or call our Enquiry Line.
It is essential that you obtain a receipt* from the courier.
Returns via local myHermes ParcelShops
myHermes ParcelShops are open from early in the morning until late at night 7 days a week. You will need to affix the myHermes returns address label to the outside of your parcel, ensuring it covers your name and address. Once your parcel is sealed you can then take your parcel to any myHermes ParcelShop*.
You can find the nearest myHermes ParcelShop at www.myhermes.co.uk/parcelshops. It is essential that you obtain a proof of posting* from the myHermes ParcelShop.
Returns via the Post Office
If you choose not to return your parcel via our courier service, please use the original packaging, tape the returns label over your own name and address and ensure your parcel is sealed. If you do not have a returns label, contact us via our website or call our Enquiry Line.
You may also use the Post Office return service. Tape the Royal Mail returns label over your own name and address and ensure the parcel is sealed. Then take your parcel to any Post Office. You can find a Post Office at www.postoffice.co.uk/branch-finder.
It is essential that you obtain a proof of posting* from the Post Office.
* Without either a receipt as proof of posting from your courier, myHermes ParcelShop or from the Post Office, we won't be able to credit your personal account if your returned parcel goes missing, so please keep it in a safe place. Your receipt / proof of posting will contain a unique reference number that you should quote if you have a query. Please keep this until your statement shows that your return has been credited.
Returns on Product Promotions
Any return of items bought through a special promotional offer (e.g. 3 for 2 or Buy One Get one Free), has to include all items bought within that deal. If not, we reserve the right not to issue a full refund and you may be charged the full price for any item that you keep.
Returns via our stores
For orders made using our Click to Collect service, you may return your items either direct to store or via the Post Office as detailed above. Click to Collect orders cannot be returned using our courier service.
Your 28 days home approval period starts from the date that you collect your order from the store.
Right to return
We're certain you'll be satisfied with all our products and services, but if you're not completely happy, you can be reassured by our 14-day home approval period. This guarantee is in addition to your statutory rights and doesn't affect them in any way.
You must return any items to us in new condition within 14 days of receipt as after this date we may not accept them, and may send them back to you at your expense. If, at our sole discretion, we do accept your late return, we reserve the right to make a charge to cover our costs in processing it - currently, this charge is £3.00 per item. We'll issue you with a credit on your account for your late returned item, which you can apply to orders you place in the following six months.
Statutory Rights of Return
If anything you order from us fails prematurely due to either defective workmanship or materials we will provide you with an appropriate remedy, which may be repair, replacement or full or partial refund. Please contact us to arrange for the return of defective items.
Consumer Protection (Distance Selling) Regulations 2000
You have the right to cancel your order for any item apart from items made to your specifications or clearly personalised items which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly, and audio and video recordings and computer software that you have unsealed or used. Further details of this right, which may be exercised anytime from the time of order up to and including the seventh day (excluding Saturdays, Sundays and Public Holidays) after the day of delivery, will accompany the delivery. If you wish to exercise your statutory right to cancel, you must notify us in writing within the statutory period and immediately return the items that you do not wish to keep to us at your cost (unless the goods were substitute goods which we selected for you). You must take reasonable care of the goods. If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods, less any charges we may make for collecting the goods if you do not return them at your own cost.
Ordering replacement goods
If you want to order a replacement or exchange item, simply enter the details on the order form attached to the advice note, along with your credit card details if necessary. Alternatively, you can contact us through our website or call our Order line, but please don't do both or you may receive your order twice!
YOU MAY PRINT OUT AND KEEP A PERMANENT COPY OF THESE TERMS AND CONDITIONS FOR YOUR REFERENCE BY CLICKING HERE