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Here’s how to return an order bought online (including those collected from a store)*​

Select the relevant order in your account​

In ‘My Account’, choose how you’d like to return your parcel (they’re all free!)​
• In one of our stores (including Foodhalls and Outlets)​
• By Royal Mail​
• Via Hermes, either drop-off or home collection
• To return items that have been purchased as a Guest, you can visit our carrier partner sites to begin your Paperless Returns process. You’ll need your order number to process your return.​
• To begin your online return with Royal Mail click here.​
• To begin your online return with Hermes click here.​
• You don’t need to include any other documentation with your return – all the details our teams need is included in the label / code that’s been generated.​

Here’s what to do, however you return your order​

*Excludes food, wine, hampers and furniture and was purchased in the last 35 days for full price items or 14 days for sale items

 

return to store iconReturn to store

  • - Show the barcode and the card you paid with​
    - Return processed the same day
    - We’ll refund the card you paid with
    - Find your nearest store here

  • - Show the barcode and the card you paid with​
    - Please have your order in its original packaging​
    - A colleague will give you a tracking receipt
    - Return processed within 14 days and we’ll refund the card you paid with

    *Excludes Foodhalls in BP petrol stations, WH Smiths, railway stations, Moto service stations, hospitals and airports

return by post iconReturn by post

  • - Show the QR code at your local Hermes Parcelshop (not currently in Northern Ireland)​
    - Affix the label they print for you and hand to the assistant
    - Keep the tracking receipt they give you​
    - Return processed within 14 days and we’ll refund the card you paid with​
    - Max weight 15kg, max length 120cm

  • - Show the QR code at your local Post Office​
    - Affix the label they print for you and hand to the assistant
    - Keep the tracking receipt they give you
    - Return processed within 14 days and we’ll refund the card you paid with
    - Max weight 20kg, max dimensions 61 x 46 x 46cm​

return by post iconCollect from homeReturn processed within 14 days

  • - Select the option on ‘My Account
    - Book a convenient time on the Hermes website​
    - Print out the label at home and affix to the package in advance​
    - Keep the tracking receipt they give you​
    - Return processed within 14 days and we’ll refund the card you paid with​
    - Max weight 300kg, max length 300cm​
    - Not currently available in Northern Ireland

Returns policy

• Our standard policy is 35 days from purchase​

• Applies to online and in-store purchases​

• Sale items are 14 days from purchase​

• Click here to find out more

 

Gifts

• Gift orders will remain the same for now, including paper order summary​

• Select ‘hide price’ at checkout to conceal amount​

• For gift returns, exchanges or returns with no proof of purchase, you’ll get a credit receipt at the most recent price(s), valid for 12 months