FAQ

Returns and Refunds

How does the return work?

You can send unworn items back to us free of charge within 30 days of receiving the products. After this period, a return is no longer possible!

Returns – step by step

  1. You will find a return form enclosed with your package
  2. Stick the return label on the package and give it to an Austrian post office.
  3. Keep the return receipt until we confirm the order.
  4. After the parcel has been received, we will credit the purchase amount within 14 days.

Missing return documents?

If the documents are missing, please contact us via the contact form to contact.

How does the complaint work?

If your item is defective or damaged, please submit a complaint.

Complaint – step by step

  1. You will find a complaint form enclosed with your package
  2. Stick the return label on the parcel and hand it in at an Austrian Post Office or a Hermes ParcelShop.
  3. Keep the return receipt until we confirm the order.
  4. After the parcel has been received, we will credit the purchase amount within 14 days.

Missing complaint documents?

If the documents are missing, please contact us via the contact form to contact.

Cancel or change orders?

Have you ordered the wrong article or have you changed your decision at short notice?

As long as the order has not yet been packed, you can either cancel the entire order or individual items. In this case, please write an email with the exact changes via our Contact form.

payment

General information on the availability of payment methods

Here we have compiled information for you on which factors can influence the availability of payment methods.

Important to know: A manual adjustment of the available payment methods is unfortunately not possible for our customer service.

When purchasing on account, we make advance payments for you

You can shop with us using different payment methods. For some payment methods, especially purchase on account, we make advance payments to our suppliers.

Why is my preferred payment method sometimes not offered?

Factors that can influence the availability of a payment method, e.g.

  • The combination of name and address could not be found. This can be the case in the event of typing errors, moving house, marriage or reorganization.
  • You have given a delivery address that differs from the billing address, Hermes ParcelShop or a company address.
  • Your personal purchase limit was exceeded when you placed your order. This is possible if there are still unpaid orders.

What can I do if a payment method is not offered?

Check whether there are any outstanding orders and settle them. If the details of your delivery and billing address do not match, you can adjust them before completing the order.

It is possible that the desired payment method is still not available for an order. We ask for your understanding that we cannot change this manually.

payment with credit card

Payment:
With us you can pay conveniently and securely by credit card. We accept MasterCard, Visa, American Express, Discover and Diners credit cards. Your credit card will not be charged until your order is shipped.

Refund:
If one or more items are returned, the corresponding value of the goods will be credited back to the credit card originally charged.

Security when paying by credit card:
Your credit card details are encrypted using the SSL process. Thanks to this high security standard, credit card purchases are safe.

When completing the order, 3DS authentication is used (Verified by VISA, MasterCard Secure Code, American Express SafeKey, Diners Club International ProtectBuy). The authentication guarantees the particularly secure processing of credit card transactions on the Internet using special encryption methods.

How to choose your payment method
When you complete an order and proceed to checkout, you can choose from a number of payment methods offered. If a selected payment method should be changed, simply click on “edit” next to the payment method.

Coupons

redeem voucher

You can redeem campaign vouchers in the last step of your order.

Simply enter your voucher code in the “Vouchers and discount codes” field and confirm with the “Redeem” button. The purchase amount in the shopping cart is then reduced by the value of the voucher.

If you have any questions that are not answered in our FAQs, please notify us using the contact form below. Our staff will be happy to help you to ensure a great shopping experience.