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Frequently Asked Questions

Your order / Returns and exchanges


From Monday to Friday, 9:00 a.m. to 5:00 p.m. EST.

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How do I return or exchange an item ordered via Hermes.com?

Your order will be accepted for refund or exchange if returned in original condition and packaging, within thirty (30) days from the delivery date.  The returned item(s) must be accompanied by the original receipt or a copy in the case of a partial return.  Returning a product for exchange or refund is complimentary.  In order to do this, you must return the articles via FedEx® using our system of pre-paid return labels.
If you wish to return an item received as a gift, you may exchange it for an item(s) of equal value.  Please contact our Customer Service Department who will send you the pre-paid return label by email.   
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, the client must ensure that the bottle is still hermetically sealed (if this is not the case, contact the Customer Service Department).

Products may also be exchanged or returned for a store credit at any Hermès store in Canada within thirty (30) calendar days from the date of delivery.  Hermès stores do not offer refunds on any goods purchased on Hermes.com.  You will find the list of Hermès stores at stores.hermes.com or listed on the back of the invoice.
Connect to your account and select "return or exchange items" in the selection "your orders".  Following the instructions will allow you:
- to choose the articles to return as well as the reason for the return;
- to choose your delivery method (drop-off at a FedEx® location or collection of the package at your home by appointment);
-  to download and print your pre-paid return label.

If you are unable or do not wish to use the pre-paid label service, please contact the Customer Service Department to obtain authorization for your return.  You can then return your package by a carrier of your choice to the following address:
131 Bloor Street West, Suite 202
Toronto, Ontario
M5S 1R0

In this case, it is your responsibility to obtain proof that the goods have been returned, and to return the goods by a registered carrier of your choice, which gives proof of posting and delivery.  The cost of returning the goods, including shipping and insurance, shall be borne by you.  Hermès Canada is not responsible for items returned to Hermes.com which are lost, damaged, misdirected or delivered late.
For any further information, please contact our Customer Service by telephone at  1 855 770 8626  from Monday to Friday (except holidays), from 9:00 a.m. to 5:00 p.m. or consult our General Terms and Conditions of Sale and Use.

Do special return conditions apply to any products?

Return policy for the Apple Watch:

Online purchases of the Apple Watch Hermes must be returned back to Hermes.com in its original packaging and cannot have already been paired or synced with an electronic device. The internal white box must remain sealed.  The serial number on the Apple Watch Hermes being returned must match the serial number on the original receipt.

When will I receive my refund?

We strive to issue refunds as quickly as possible. You should receive your refund within 15 business days after your returned item(s) is/are received at our warehouse.