Hermès Return Policy: 30-⁠Day Online Returns, Store Credit & Exclusions

This guide covers items ordered on Hermes.com in the United States. Hermès is strict about condition and packaging, and the outcome depends on where you return the item: back to Hermes.com means a refund is possible, while a Hermès store offers only an exchange or store credit. Every rule below links to Hermès's own US pages.

How long do you have, and what condition is required?

You have 30 days from the delivery date to return an order for a refund or exchange ¹. The item must be in its original condition and packaging, and the receipt or a copy has to come with it ¹.

The general terms add detail: all labels and tags must be intact and attached, including the Hermès Sellier tag, and the product needs all original packaging, meaning the orange box and, if possible, the delivery box ². Hermès alone decides whether a returned item is in original condition ².

How to return a Hermes.com order

1. Sign in to your account and choose "return or exchange items" under your orders ¹.
2. Pick the items and the reason for the return, then download and print the prepaid label ¹.
3. Ship the package via FedEx with that label. Returning for a refund or exchange this way costs nothing ¹.

Prefer another carrier? Contact Hermès first to get authorization ¹. In that case you pay for shipping and insurance, and Hermès isn't responsible if the package is lost, damaged, misdirected or late ¹.

Refunds: method and timing

Refunds go back to your original form of payment, and Hermès aims to complete them within 10 business days of receiving the item ². The FAQ gives a target of 7 to 10 business days from delivery to the distribution center, with a confirmation email at the end ¹.

Hermes.com never issues an online credit or a store credit instead of a refund, and expedited shipping costs aren't refundable ². Only one return or exchange can be processed per order, so send everything back together ².

Returning to a Hermès store

You can also take a Hermes.com purchase to a Hermès store in the United States within 30 days of delivery, but only for an exchange or store credit ¹. Stores don't offer refunds on Hermes.com goods, and they can't credit your debit or credit card ². Bring the original receipt, or a copy if you're returning part of the order ². The original delivery charge isn't refunded when you return to a store ².

Collecting an online order in a boutique. If you chose in-store collection, Hermès' terms let you ask the sales person, when you pick up the order, for an exchange or a store credit, or for a refund if the items go back to the website – except for an order received as a gift ². The boutique sends the items to the website's team, and Hermès aims to refund your credit card within 10 business days of receiving them ².

Exchanges

You can exchange for an item of lesser, equal or greater value ². If the new item costs less, the difference is refunded to your original payment method within 10 business days of receiving the return ². Keep in mind:

• Only one exchange per item is honored ².
• The shipping you paid on the first delivery isn't refunded ².
• Exchange orders ship free by Ground, except orders going to a store pickup or over $2,000, which go FedEx 2 Day for a $35 fee ¹.

Gifts

If you received an item from Hermes.com as a gift, you can exchange it but not get cash back ¹. With an invoice or priceless invoice, choose something of equal or greater value and pay any difference ¹; no refund is made if you exchange for something cheaper ². Customer Service can email you a prepaid return label ¹.

Items with extra rules or no returns

• Personalized products: not returnable for exchange or refund ².
• Fragrance, makeup and beauty: must be unopened in original packaging; opened film or used products are refused ².
• Shoes: original packaging and an undamaged, unmarked sole ¹. Try them on clean, dry, carpeted or non-abrasive floors, or the return may be refused ².
• Apple Watch Hermès: return to Hermes.com in original packaging, never paired or synced with a device ¹.
• Apple AirTag Hermès: return it with the leather accessory, in original packaging, with the battery activation protection still in place ¹.
• Books, office and writing products: if the transparent film is torn or removed, the item won't be accepted ¹.
• petit h: refund only, returned to the website within 30 days of delivery; no exchanges ².
• Furniture: made to order, so contact Customer Service for any return ².
• Products purchased in boutiques via the website: Hermès currently doesn't accept returns, neither exchanges nor refunds, for these ². The terms don't define this category, and they separately allow returns when you collect an online order in a boutique (see above), so ask Customer Service which rule covers your order before you count on a return.

Quick tips

• Keep the orange box, tags and receipt until you're sure; missing pieces can sink a return ².
• Use the prepaid FedEx label: it's free, and Hermès carries the shipping risk ¹.
• Need help? Call 800-441-4488, option 1, Monday through Saturday from 10 a.m. to 9 p.m. EST ¹.

Compare other stores in our returns guides or visit the Hermès store page.