Hermes Charge-Send Policy. Free only if you are present at the store?

[CEC.LV4eva]

I think it's a relatively new policy in the last year or so. My 2 SAs both state they will not ship at all unless I am present in person! It's not a matter of how well known you are to the store. The shipping is really a secondary concern (and whether they charge you or not is flexible depending on different SAs I find), because being in person is the main point to prevent fraud.

When you purchase online and get free shipping, this is not a concern, because you have put in all of your identification and CC info. You are authorizing the whole process, which can be easily verified. However, when you make a phone call - there is no proof. The store may have proof that you called, but the conversation is not documented. No one can check if you truly authorized that sale. It is also for internal protection as well. What if some SA charge sends a random client by going into their file (confidentiality also violated) and ships it out to the wrong address by accident? Or perhaps the SA send the product to a "friend" and then it's a client who gets wrongfully charged? So many possibilities...

Store to store transfers are fine too and there is no shipping cost because it's an internal process. They can track the inventory and shipment going to whichever store. It's technically not to a personal residential address of a client.

 

[meowlett]

I agree! I’ve never asked them to ship anything > $4k so far.

I think it was the $25 for the Kelly Wallet that tripped me up. And you mentioned bags. So I will let their system do the magic.

 

[hannahsophia]

I live in a state that does not have an Hermes and it’s been offered to me even when at a boutique to have an item shipped for free to save on tax. When I call a SA to request an item, I always ask for ground, which has been free no matter what boutique it’s sent from. When I’ve global searched an item it’s shipped from wherever to the requesting boutique and that boutique ships for free to me. I’ve also had a SA throw in free overnight for an item found across the US. I’ve never been charged shipping in general but know it’s extra if I would specifically want expedited. This is for items under $1,000 in my experience.

 

[meowlett]

I think it's a relatively new policy in the last year or so. My 2 SAs both state they will not ship at all unless I am present in person! It's not a matter of how well known you are to the store. The shipping is really a secondary concern (and whether they charge you or not is flexible depending on different SAs I find), because being in person is the main point to prevent fraud.

When you purchase online and get free shipping, this is not a concern, because you have put in all of your identification and CC info. You are authorizing the whole process, which can be easily verified. However, when you make a phone call - there is no proof. The store may have proof that you called, but the conversation is not documented. No one can check if you truly authorized that sale. It is also for internal protection as well. What if some SA charge sends a random client by going into their file (confidentiality also violated) and ships it out to the wrong address by accident? Or perhaps the SA send the product to a "friend" and then it's a client who gets wrongfully charged? So many possibilities...

Store to store transfers are fine too and there is no shipping cost because it's an internal process. They can track the inventory and shipment going to whichever store. It's technically not to a personal residential address of a client.

The not shipping without customer presence is only for bags. And that is to prevent a certain type of fraud, not credit card fraud. Internet commerce will always have a higher chance of credit card fraud.

 

[shoppe]

In my case, the 2 day shipping charge send was free when the item(s) were not available at my home store and shipped from another store. I did not need to be present at the store however I have prior sales history and already had things shipped to the address so my SA knows it is a legit address. When the item is from my home store I've always been charged for shipping though.

Re not shipping a bag unless physically present, I have had bags shipped (not B/K/C) via phone order. The bags were already at my home store but my SA said she had to get multiple approvals to do it. I was charged for shipping.

 

[meowlett]

In my case, the 2 day shipping charge send was free when the item(s) were not available at my home store and shipped from another store. I did not need to be present at the store however I have prior sales history and already had things shipped to the address so my SA knows it is a legit address. When the item is from my home store I've always been charged for shipping though.

Re not shipping a bag unless physically present, I have had bags shipped (not B/K/C) via phone order. The bags were already at my home store but my SA said she had to get multiple approvals to do it. I was charged for shipping.

My experience has been very consistent with yours!

I think the bags can be shipped without physical presence with the approvals (I believe the regional director needs to approve). My store offered to do it for the funny looking C that I got in March as I was just there the week before when the bag hasn't arrived yet. Anyways, I think I got the approval and then I ended up flying there to get it because of my own travel schedule and would not be home to receive it. (If I am not physically present to pay, I cannot have it shipped to my in-laws' house in a different state. That was pushing it too much.)

That said, I think H will only give us approval for those exceptions if H knows a lot about us and is certain that we are not the kind of fraud that they want to prevent (I don't want to talk about the "fraud" because I don't want to make them smarter).

 

[CEC.LV4eva]

The not shipping without customer presence is only for bags. And that is to prevent a certain type of fraud, not credit card fraud. Internet commerce will always have a higher chance of credit card fraud.

The Hermes stores in Canada have very strict policies about phone orders. They will not ship any item - small, large, bags or no bags. I verified with 2 boutiques, including the recent flagship store. However if I come in person to any boutique and request for shipping anywhere - no problem. They will ship any item.

 

[meowlett]

The Hermes stores in Canada have very strict policies about phone orders. They will not ship any item - small, large, bags or no bags. I verified with 2 boutiques, including the recent flagship store. However if I come in person to any boutique and request for shipping anywhere - no problem. They will ship any item.

We can phone order anything other than bags from my home store in the US. And of course, we can charge send from other stores assuming the other store agrees to it. Different country different rules.

 

[acrowcounted]

We can phone order anything other than bags from my home store in the US. And of course, we can charge send from other stores assuming the other store agrees to it. Different country different rules.

Interestingly, I was told that they are absolutely unable to ship Apple Watch items (watches and or bands). The way my SA said it was somber and made me believe that this was a non negotiable. I wonder if they have a no-ship clause with Apple.

 

[meowlett]

Interestingly, I was told that they are absolutely unable to ship Apple Watch items (watches and or bands). The way my SA said it was somber and made me believe that this was a non negotiable. I wonder if they have a no-ship clause with Apple.

Ok. I am sure there are items that cannot be shipped from store because of contracts. For Apple Watches and bands, I thought it was sold on the website (don't know if it is there now). So I never expected that to be an issue as there is no shortage of them.

 

[Darma]

Here is my experience with shipping charge. I always ask for ground shipping when purchasing silk, SLG and bracelets etc., and the shipping is free, but my experience is that you have to ask specifically. Otherwise, you would be charged for two day shipping.

There were a couple of times that my SA had to ask SM to waive the shipping charge, when I mentioned I could have bought this same silk on-line without any shipping charge, and it does not make sense to me I would be charged for shipping when purchasing at store.

The only time I was charged for $75 shipping was when the boutique shipped my SO birkin to me. I always asked for things shipped to me so that I can avoid paying the insane local sales tax at where my boutique is located.