Hermès Exchange and Return Policy

[acrowcounted]

This may not be the right place to ask but does anyone have experience with how to get a refund on a charge send order that has not arrived in 2 months? My SA is not responding to texts and I don't want to be difficult but I think I would rather just have the item refunded than keep waiting. This is my first time with a charge send and I never got email confirmations which I'm not sure is normal. I have my receipt from when I paid in store would I be able to call and have someone help process the return or does it need to be the original SA or manager? Would really appreciate if anyone knows what to do in this situation!

Thank you in advance!

I think it’s kind of tricky because technically your order is with the other store. So if your store refunds you, I’m not sure it automatically shows up in their system that the order is canceled. Hermes isn’t known for their modern tech. At this point it’s highly likely that your item is just sold out and there’s nothing to fulfill your order with so I do agree that you should pursue a refund. But does your receipt list which store the charge send is to? if so I would call that store and see if they can cancel the order and refund you.

 

[autumn9898]

I think it’s kind of tricky because technically your order is with the other store. So if your store refunds you, I’m not sure it automatically shows up in their system that the order is canceled. Hermes isn’t known for their modern tech. At this point it’s highly likely that your item is just sold out and there’s nothing to fulfill your order with so I do agree that you should pursue a refund. But does your receipt list which store the charge send is to? if so I would call that store and see if they can cancel the order and refund you.

On my receipt it lists one store but turns out that store never sent it out so they tried to get it from another one which must also be out of stock. If I cannot get in touch with my SA still I will try and call the store it's from. I am out of town right now so I won't be able to go into the store so it's been a bit frustrating to not know what's going on with this order. Thanks for your help!

 

[acrowcounted]

On my receipt it lists one store but turns out that store never sent it out so they tried to get it from another one which must also be out of stock. If I cannot get in touch with my SA still I will try and call the store it's from. I am out of town right now so I won't be able to go into the store so it's been a bit frustrating to not know what's going on with this order. Thanks for your help!

I agree, it’s super frustrating for you, as well as probably for your SA. If I had to guess, your SA is hounding the other store for an update and is seemingly ignoring you because they haven’t gotten any updated information to tell you (not good customer service but seemingly normal for many Hermes SAs). Or your SA could also be fighting with the SM to give you a cash refund vs store credit. This is why charge sends are becoming rarer, it’s a hassle for everyone when it doesn’t go smoothly. if you’ll be back in town relatively soon, I’d try going to the store in person as that always seems to get better results.

 

[autumn9898]

I agree, it’s super frustrating for you, as well as probably for your SA. If I had to guess, your SA is hounding the other store for an update and is seemingly ignoring you because they haven’t gotten any updated information to tell you (not good customer service but seemingly normal for many Hermes SAs). Or your SA could also be fighting with the SM to give you a cash refund vs store credit. This is why charge sends are becoming rarer, it’s a hassle for everyone when it doesn’t go smoothly. if you’ll be back in town relatively soon, I’d try going to the store in person as that always seems to get better results.

After calling the store it was supposed to come from I was told there are no refunds allowed for charge sends. My only option would be to go to the store in person and find another item and ask for an exchange. I’m going to try and get to the store as soon as I’m back this is my first and probably last charge send since this whole experience has been stressful for everyone and not worth it like you said. Now I’m just hoping that they will at least be able to process it as an exchange my heart feels really unsettled hearing refunds are not allowed and I’m terrified I will have thrown my money away on something that is not ever arrivingkeeping my fingers crossed that it’ll work out once I can go to the store!

 

[acrowcounted]

After calling the store it was supposed to come from I was told there are no refunds allowed for charge sends. My only option would be to go to the store in person and find another item and ask for an exchange. I’m going to try and get to the store as soon as I’m back this is my first and probably last charge send since this whole experience has been stressful for everyone and not worth it like you said. Now I’m just hoping that they will at least be able to process it as an exchange my heart feels really unsettled hearing refunds are not allowed and I’m terrified I will have thrown my money away on something that is not ever arrivingkeeping my fingers crossed that it’ll work out once I can go to the store!

I mean if it comes to that, go to your credit card company for a chargeback. However, they are typically pretty reasonable about refunding in the form of store credit on your account. If you are okay with store credit, be sure to make that clear to your SA as it may grease the gears in getting this settled. Good luck.

 

[youssefm]

After calling the store it was supposed to come from I was told there are no refunds allowed for charge sends. My only option would be to go to the store in person and find another item and ask for an exchange. I’m going to try and get to the store as soon as I’m back this is my first and probably last charge send since this whole experience has been stressful for everyone and not worth it like you said. Now I’m just hoping that they will at least be able to process it as an exchange my heart feels really unsettled hearing refunds are not allowed and I’m terrified I will have thrown my money away on something that is not ever arrivingkeeping my fingers crossed that it’ll work out once I can go to the store!

It seems a bit ridiculous to not allow a refund for an item that was never shipped to begin with! I know you don't want to be difficult and I've never actually done a charge send from Hermes, but this policy seems a bit out of whack. I'd pursue this with the store manager, only because the order was never fulfilled. If you had gotten the item and wanted to exchange it, I'd understand, but this is pushing it in my eyes. Does it explicitly state anywhere policy-wise (in the store or on the receipt) what happens in the event of an unfulfilled charge send?

 

[autumn9898]

It seems a bit ridiculous to not allow a refund for an item that was never shipped to begin with! I know you don't want to be difficult and I've never actually done a charge send from Hermes, but this policy seems a bit out of whack. I'd pursue this with the store manager, only because the order was never fulfilled. If you had gotten the item and wanted to exchange it, I'd understand, but this is pushing it in my eyes. Does it explicitly state anywhere policy-wise (in the store or on the receipt) what happens in the event of an unfulfilled charge send?

I'm not sure whether they would have refunded it if I insisted but I made the drive to the store and ended up doing an exchange for the same item in stock at the store just in a different color. I've done charge sends from other brands before but never had issues because their items weren't as in demand so I will probably never do charge sends from Hermes again! I do have a receipt which looks like one of their regular receipts and the return policy within 30 days but I guess since I had no item to actually return it's was a weird situation.

 

[autumn9898]

I mean if it comes to that, go to your credit card company for a chargeback. However, they are typically pretty reasonable about refunding in the form of store credit on your account. If you are okay with store credit, be sure to make that clear to your SA as it may grease the gears in getting this settled. Good luck.

That would have been a good last resort option luckily I was able to find the same item in a different color at the store and have it exchanged but I think it was definitely kind of stressful for the SA too since they don't have control over charge sends since it's a different store. Thank you!!

 

[880]

That would have been a good last resort option luckily I was able to find the same item in a different color at the store and have it exchanged but I think it was definitely kind of stressful for the SA too since they don't have control over charge sends since it's a different store. Thank you!!

I do very very few charge sends, but my SA muttered that he refuses to place the order with certain uncooperative US stores. I don’t know which ones. But, if he didn’t find my item in a cooperative store, I’m positive he wouldn’t place the order. Not that this helps you now, I’m sorry you are going through this. I’m usually fine with store credit Bc it will most likely be spent on the next visit.

ETA: just saw post above. Glad you got it worked out

 

[autumn9898]

I do very very few charge sends, but my SA muttered that he refuses to place the order with certain uncooperative US stores. I don’t know which ones. But, if he didn’t find my item in a cooperative store, I’m positive he wouldn’t place the order. Not that this helps you now, I’m sorry you are going through this. I’m usually fine with store credit Bc it will most likely be spent on the next visit.

ETA: just saw post above. Glad you got it worked out

That is exactly what my SA told me about other stores not cooperating and he said he was surprised because it was an item that is not exactly in high demand but I guess all charge sends can turn out very problematic. Thank you!!

 

[Classiclover]

Hello, I bought a pair of boots today and make a mistake of getting not my regular size, I plan to exchange it asap but will it reflect badly on my profile ? I shop at nyc Madison too

 

[880]

Hello, I bought a pair of boots today and make a mistake of getting not my regular size, I plan to exchange it asap but will it reflect badly on my profile ? I shop at nyc Madison too

No, you need the right size Just have your SA process the exchange (at the same store) as soon as possible, so the size can go back into inventory

 

[Classiclover]

No, you need the right size Just have your SA process the exchange (at the same store) as soon as possible, so the size can go back into inventory

Thank you so much I feel bad cause I am in between sizes and chose a smaller size, yes I will do that. You are the best thank you ♥️

 

[charchar888]

So I bought some items at Ala Moana. I didn’t receive the proper customer service. It was below expectations. I ended up going to Waikiki where I received exceptional customer service and really connected with the SA. I liked the SA so much I asked if I can return the items I purchased from Ala Moana and repurchase from Waikiki. The Waikiki store manager said store policy doesn’t allow you to return and rebuy the same items. I did not understand that policy. Also new to me, are Hermes returns are only for Hermes store credit. Most luxury brands I have worked with allow returns back to original method of payment. Hermes says store credit only. I guess it’s a smart policy that pads their revenues but not great from a customer perspective. Suffice to say I did buy a Cape Cod watch which I love.

 

[acrowcounted]

Buying items at H with the hope of being offered a bag immediately afterwards and then returning said items when it doesn’t happen is an age old time-waster that H tries to prevent by disallowing refunds for returns. If you didn’t like the service, it’d have been better to pass on purchasing the items, and after that point, your option is to just not return to that SA/store. Once an SA successfully assists you in making a purchase, it is unethical, imo, to try to “steal her labor” by returning and repurchasing such that another SA gets the commission. I’m assuming the Waikiki SM feels the same way (as well as playing nicely between stores to keep peace) as the AM store would have easily been able to see the return/repurchase. Congrats on the watch! Feel free to share pics!