Returns and exchanges

Conditions for returning a product

Your order will be accepted for a refund or exchange if returned within thirty (30) days of the delivery date.

• The product(s) must be returned in perfect condition, unworn, with their original packaging and tags attached (including the orange box, “Hermès Sellier” tag or card, packaging materials such as dust bags, accessories, trademark signs, certifications, and plastic packaging for fragrances). The Hermès Sellier tag must be intact, attached, and free of any alteration or damage where applicable.
• Products that do not meet our return requirements may not be accepted and may be returned to you.
• We are unable to exchange or provide a refund for earrings, undergarments, swimwear, customized items, personalized items, Nautilus pens that have been assembled and filled with ink and/or furniture, wallpaper, furnishing fabrics and rugs. 
• Products may also be exchanged or returned for a store credit at any Hermès store in Australia (excluding the Hermès Sydney International Airport store) within thirty (30) days from the date of delivery. 
• Hermès stores do not offer refunds on any goods purchased in any Hermès store or on the Hermès website. You will find the list of Hermès stores by clicking into “Find a Store” on our website.
• Any Hermès product(s) purchased (or received as a gift) from the Hermès Australia website may also be exchanged for a different product at any international Hermès store (excluding Argentina, Brazil, China, India, Lebanon, Russia, South Korea, Taiwan, Thailand and airport stores) provided that the relevant local legislation allows such exchange, within a maximum period of 30 days following the date of purchase.

Returning a product to Hermes.com

Returning a product for exchange or refund is complimentary. 

• Login to your account and select "Track, return or exchange an order" in the selection "your orders".
• Choose the products(s) to return and the reason for the return.
• Select exchange or refund, and indicate the desired product in the case of an exchange
• Select the delivery slot and the address for the collection; OR contact our Customer Service to choose a specific date

Returning a product to Hermes.com from New Zealand

For returns from New Zealand, please contact our Customer Service department. Our consultants will create the return on your behalf and provide you with a prepaid return label and commercial invoice via email.

Returning a gift

If you wish to return an item received as a gift, you may exchange it for an item of equal or higher value. Please contact our Customer Service department for details and conditions, and our Client Consultants will arrange the return for you.

After your return is received

Once your return is received, it will be carefully inspected. If all return conditions are met, your return will be processed, and you will be notified via a confirmation email.

Exchanges

• In the case of an exchange, if your requested product is available, an exchange order will be processed for you. If it is not available, our Customer Service department will contact you to assist you in selecting another suitable product.
• You will receive an email confirmation once the exchange order has been placed and confirmed.
• Exchange orders will ship with complimentary TNT Express service across Australia, and FedEx International Standard service to New Zealand.

Shoes

Shoes must be returned in their original packaging, and the soles must not be damaged or marked. We recommend that you try your shoes on soft, non-abrasive surfaces.

Fragrance & Beauty Products

The following conditions apply to fragrance returns:

• The product must not be open and must be returned in its original packaging (with transparent film)
• When returning products that may have been damaged during delivery, you must ensure that the bottle is still hermetically sealed (if this is not the case, please contact us).

We do not accept returns or exchanges of beauty products, including make up accessories, for hygiene and safety reasons.

Belt Kits 

If you purchase a belt kit comprising a belt strap and a buckle, the item can only be returned or exchanged as a complete set of the leather strap and buckle.

 Apple Watch Hermès 

The following conditions apply to Apple Watch Hermès returns:

• The Apple Watch Hermès must be returned in its original packaging and cannot have already been paired or synced with an electronic device. 
• The serial number on the Apple Watch Hermès being returned must match the serial number on the original receipt.
• Apple Watch Hermès cannot be partially returned or exchanged and must be returned as a whole set.

Apple Watch Hermès can also be returned to the Hermès Sydney, Hermès Melbourne, Hermès Chadstone, Hermès Brisbane, and Hermès Pacific Fair stores for an exchange only. It must be returned with all original packaging. The Apple Watch Hermès cannot be returned or exchanged at the Hermès Sydney International Airport store.

Apple AirTag Hermès

The following conditions apply to Apple AirTag Hermès returns:

1) You must return the Apple AirTag Hermès with the leather accessory. 

2) The Apple AirTag Hermès must be returned in its original packaging, and the battery activation protection must not have been removed. When the activation protection is removed the battery activates and is automatically non-sellable. 

3) The Apple AirTag Hermès serial number must be the same as the one listed on the original invoice.

If you ask for a refund, Hermès Australia Pty Ltd will use commercially reasonable efforts to ensure that any refund will be made within 7 business days of receipt of the goods returned by crediting your debit, charge or credit card, please note that while the refund will be processed by Hermes.com within 7 business days of receipt of the returned item(s) the time for the funds to become available in your account will vary, this can take up to 10 business days.