Delivery & Collection Information
Dear Perfume Lover,
With stores beginning to reopen, we're excited to update you on our plans.
- In England and Wales - All stores reopen on the 12th of April.
- In Scotland - We hope to reopen on the 26th of April.
- In Northern Ireland and the Republic of Ireland - our stores remain temporarily closed.
For more information on the safety steps we have taken click here.
The health and safety of our customers, employees and members of our delivery network is a key priority for us and our delivery partners during this period of uncertainty. As such our delivery partners may need to make changes to their services temporarily. The latest advice and updates from our courier partners can be found below. More information on which couriers we use for our services can be found in the table below. You will also receive a tracking link for the relevant courier via email when your order is dispatched.
Are encouraging all customers to use the alternative delivery options available to them; myPlaces, Diversions and Safe Place for example, which means that they do not have to receive their parcel direct from the courier or sign for it. These can be found via their app or their delivery notifications.
For those customers who do not divert, we have today put in place a temporary process for our signature deliveries which couriers will follow to ensure contact is minimised.
Where a safe place is possible, couriers will deliver to that safe place, take a photo to confirm safe delivery and then provide the customer with a calling card stating that safe place
Where a safe place is not possible, couriers will still knock on the door but rather than asking for the customer to sign, couriers will ask the customer for their name, input this into their hand-held device and then write “Covid-19” in the signature box. Capturing the name ensures that the security of delivery is maintained whilst avoiding the need for the customer to physically sign. Crucially it also ensures that the customer receives their parcel when they are expecting it.
Will no longer require customers to sign handheld units, drivers will sign on their behalf.
The driver will record the consignees name and a ‘Delivered on Authority’ message in the signature section of the unit.
This process will mean that customers still get full track and trace functionality.
This now forms the proof of delivery process for all deliveries until further notice.
Additionally, we recognise that some people may be self-isolating and unwilling or unable to open their door to receive parcels. Customers can download the DPD app and set their delivery preferences to leave in a safe place.
If you don't have the DPD app you can select Leave Safe in your in-flight options, if you've allowed DPD to do so.
You can also now leave a note on your front door telling the driver where to leave the parcel. A photo will be taken of this upon delivery.
DPD are temporarily suspending international deliveries and have also suspended their Pickup service to comply with the Government's advice to close non-essential shops.
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.
Customer Service Live Chat: Click here
Customer Service Email: firstname.lastname@example.org
Customer Service Phone: 0333 344 2646
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.
What if I'm not home for my delivery?
If you’re not home when Hermes try to deliver they will locate a safe place to leave your parcel, or leave it with a neighbour (usually either opposite or either side of your property). If they can’t find a safe place or neighbour to leave it with, they’ll will reattempt delivery up to two times. They’ll leave a calling card for you so you know what’s happened to your parcel.
Where do you deliver to?
We offer delivery within the UK & internationally. Find out more on our delivery page.
CLICK & COLLECT
Which stores offer the Click and Collect Service?
Our Click and Collect service is available in all our stores including our counters within Superdrug.
What do I need to bring when collecting my order?
Make sure you bring your collect e-mail with you, or your text confirmation if you provided a mobile telephone number.
You'll also need one of the following:
Payment card used to place order
If someone collects your order for you, they must bring your collection email and a form of your ID. Please note, we cannot take responsibility for any orders collected on your behalf once they have left our store.
How long are orders kept in store for?
We will keep your order in store for 14 days before we automatically refund you if it isn't collected in time. If you need your order to be held longer please contact the store directly.
How do I refund my Click and Collect order?
If you change your mind for any reason, you have 90 days from the date of collection to return it to any one of our stores. If returning your order to one of our stores, you must provide the unique returns code you received on your collection email. Please ensure that your item is in its original packaging and hasn’t been opened or sprayed. If your item has been opened or sprayed, we will not be able to accept it back. This does not affect your statutory rights.
I don't have a printer to print my email. How can I collect my order?
Don't worry, you'll be able to show your collection email on any device and still collect your order with the relevant form of ID.
What is an Express Click and Collect Order?
An express Click and Collect order means your item will be ready to collect from your chosen store within 30 minutes. If you order is an express order this will be indicated at the time of checkout when choosing your store. Please check your chosen stores opening times.
What is a Standard Click and Collect Order?
A standard Click and Collect order means your item is out of stock in your chosen store and will be dispatched from our warehouse before you can collect it. It will usually be available for collection in 3 to 5 working days and we will notify you by email when your order has arrived in store.
Can I change my mind once my order has been confirmed?
Once a click and collect order has been placed unfortunately it cannot be amended. If you no longer require the item, once you've received your delivery confirmation please contact your chosen store directly who can arrange for your order to be refunded.