FAQs

FAQ – DELIVERY AND RETURNS

How do I track my order?

Once your order has been processed, you will receive an email from us advising you that your order has been dispatched, which courier service it has been sent on and a consignment number so you can track its progress.

How do I cancel my order?

If you change your mind and wish to cancel your order before it gets dispatched, we recommend that you contact us before 12 noon the next working day on telephone 0844 381 4548.

I have received the wrong shoes – what do I do?

We do our best to send you the correct shoes on your order, but errors do occur from time to time. If we have sent you the wrong shoes, please contact our customer service team on telephone 0844 381 4548 or contact us via our website. We will send you the correct shoes or offer a full refund.

Unsure about your shoes?

If you are unsure about your choice or size upon receipt of your shoes we recommend wearing them briefly indoors before you make the decision to keep them.

If you should decide to return them, please return them in their original packaging, unworn and please ensure that the box is wrapped securely with an outer wrapper.

Please note that if the shoes show signs of been worn outside our no quibble returns policy no longer applies.

The shoes I have received are faulty?

In the unlikely event that your shoes are faulty when you receive them please contact us immediately to let us know of the problem. A returns label will be emailed over to you to print and attach to your parcel.  Please ensure that the shoes you return are unworn in their original box and have a secure outer wrapper.  You can drop off your parcel at any my Hermes Parcel Shop  located near you. Republic of Ireland returns are via Royal Mail at your expense which will be refunded upon receipt.

Faulty Items after wear

Should your shoes develop a genuine fault after wear please contact our customer service team thorough our contact us page on the website, to let them know of the problem.  We may be able to resolve the issue via e-mail without any need to return the shoes for inspection.

If it does become necessary for our quality control department to inspect the faulty shoes, our customer service team will advise accordingly.

If there is a genuine fault, we will offer you either an exchange for a new pair or a refund.