Why is the article I have ordered out of stock?
If articles are in high demand both in our online shop and our stores it might - in rare cases - happen that these articles are out of stock when you place your order. Our qualified team will, however, be happy to help you choose suitable alternatives.
What happens if I am not at home at the time of delivery?
If you are not at home â€“ donâ€™t worry! Your parcel service will ring your door bell on three consecutive days and leave a note each time. If you already know that you will not be there to receive your order you should have your order sent to another address or tell the parcel service to deliver it for example at your neighboursâ€™. If you do not live in Germany or Austria the Hermes parcel service will leave a note in your letter box or will try to deliver the parcel again the next day. Please do not forget to bring your ID because only the addressee may collect the parcel!
I have not received my order yet. What can I do?
Please see your customer profile for information about your order. Should we not be able to deliver your order immediately because the goods you ordered are out of stock, the delivery time will be extended accordingly. In the rare case of permanent unavailability of the goods you would like to order, we will contact you as soon as possible. Our qualified team will be happy to help you choose suitable alternatives.
In case of returning the goods, how will the amount of my purchase be refunded?
In order to be able to refund your money as quickly as possible, it would be very helpful to receive a completely filled-in returns voucher including your bank details. In case of a reverse transfer to a foreign country, we will, in addition, need IBAN & BIC number. The average time required for this process is about 5 working days from receipt of your returned goods.
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