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
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- 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
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- 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
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- 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
