Customer Service

Our Customer Services team are extremely busy at the moment so it is taking a little longer than normal to get back to you. Please bear with us and we'll respond as soon as we can.
If your query isn't urgent, don't forget you can check out our FAQs.



Where is my order?

Once your order has been dispatched from our warehouse you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days. If you can’t find your e-mail make sure you double check your junk/spam folders.

If the tracking on your order hasn't updated for several days get in touch with Customer Services who can look into it for you.

Can I cancel or change my order?

Once an order is placed, unfortunately it cannot be amended online. We can cancel your order so that you can correct it, please email Please note, these requests will be answered during our opening hours.

My order is showing as delivered but I haven't received it?

If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can't locate it, get in touch with Customer Services who can investigate further. We’ll ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Hermes. Once our investigation is complete we’ll then look at resending your order or refunding you.

The tracking hasn't updated on my order

If when you track your order you can't see an update on your parcel and it's been more than 5 days, get in touch with Customer Services who can investigate further with Hermes.

Why is my member offer not working when I have a Rewards Club card?

It could be that you haven’t linked your Rewards card to your online account yet. Login to your account and check the Rewards section, linking your card if you haven’t already done so. The offers come directly from your Rewards Club card, so if your Rewards Club card and online account are not linked, you will not receive member offers.