Hermes Repair/Refurbish policy - Official Spa Thread

Bags_4_life

Member
Sep 4, 2012
3,040
2,440
London
I just dropped off an old (2011) Tohu Bohu enamel bracelet because the palladium ring on one side popped off. Apparently this is a common problem among old enamels made in Austria, so the repair is gratis. I was quoted three months, but I can update when it actually comes back.
Hi, did you get your bracelet back after repair? I just purchased a bracelet from a Japanese seller which has a broken clasp (late night drinking and bidding - don’t judge, lol) I’m wondering if I can take it to H for repair?
 
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Four Tails

O.G.
Jul 27, 2009
908
2,653
Hi, did you get your bracelet back after repair? I just purchased a bracelet from a Japanese seller which has a broken clasp (late night drinking and bidding - don’t judge, lol) I’m wondering if I can take it to H for repair?
I got an email informing me that my bracelet came back on March 6. I was planning to pick it up this weekend, actually.
 
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Bags_4_life

Member
Sep 4, 2012
3,040
2,440
London
I got an email informing me that my bracelet came back on March 6. I was planning to pick it up this weekend, actually.
Sounds like their estimate was pretty accurate. Please could you update how it turns out? I’d love to know what I can maybe expect. I’m very new to Hermes, haven’t been to a proper store as yet and this is my first H purchase. I’ve briefly visited one within a department store and looked at slg’s very briefly in Dubai airport in December. It was 2am and I couldn’t think straight much less shop :lol:
 

Hantan83

Member
Dec 13, 2019
37
11
Hi everyone, I couldn‘t find the info but I have a B30 from my mother and she doesn’t have the receipt - it’s about 10 years old. Could I take it into Bond Street store in London to have a spa? Or I can also take it to Paris? Any advice would be helpful
 

cravin

Member
Nov 16, 2017
768
5,350
Hi everyone, I couldn‘t find the info but I have a B30 from my mother and she doesn’t have the receipt - it’s about 10 years old. Could I take it into Bond Street store in London to have a spa? Or I can also take it to Paris? Any advice would be helpful
You don’t need the receipt to take an item in for servicing. Just be 1000% it’s authentic or H reserves the right to destroy fake goods.
 
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Hantan83

Member
Dec 13, 2019
37
11
You don’t need the receipt to take an item in for servicing. Just be 1000% it’s authentic or H reserves the right to destroy fake goods.
Thank you - very sure about it’s authenticity so happy to take it in. Would be great to hear from anyone who has done this in the New Bond Street store in London? Do I need to make an appt for example?
 

Tonimichelle

It’s all about the bag!
Apr 9, 2013
2,612
8,498
UK
www.etsy.com
Thank you - very sure about it’s authenticity so happy to take it in. Would be great to hear from anyone who has done this in the New Bond Street store in London? Do I need to make an appt for example?
I took a bag in just over a week ago and no, no appointment necessary. Just let them know what you are there for and as soon as someone is available they will help you. It may help to go when it is a little quieter though.
 
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Ferlin38

New Member
Aug 9, 2019
1
0
Hi everyone. I’ve had this B40 for 3 years and only used it a handful of times. I saw her slouching a little today in the closet and pulled it down. Noticed the pocket was torn. Can this spontaneously happen? I haven’t used it for 3 months and it’s locked in my closet behind a case with my 2 other Birkin bags (I have them stuffed with the original paper to save the shape) Ive never dealt with this before so I assume I’m calling the store and driving to Houston to leave her off for repairs?
 

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Hikar1

Member
Nov 9, 2019
85
94
Yes, Hermes sent my bag to France and they called me to inform me that the bag was lost in transit.
What options did they provide for you when they informed you that the bag was lost? Surely this is on their hands and Hermes needs to make it right... Are they just expecting you to wait for the bag to be found by the carrier??
 

Spinshady

New Member
Apr 18, 2022
3
0
What options did they provide for you when they informed you that the bag was lost? Surely this is on their hands and Hermes needs to make it right... Are they just expecting you to wait for the bag to be found by the carrier??
No options have been provided as of yet. They are claiming this has never happened before and they don't know what to do. I am wondering if anyone else has had this happen.
 

WhiteBus

Member
Nov 23, 2020
876
3,392
That is very unfortunate and worrying, nonetheless be optimistic that Hermes will do the right thing and replace your bag with as close to like for like as possible. Anticipate the best outcome and try (easier to say than do) not to fear the worst.
Hermes should be able to do this and the actual cost to Hermes would likely be less than what it would have to pay you as a cash settlement; no way should you accept a credit note.
A financial reimbursement would be unlikely to enable you to replace the bag easily
and it is well-known how difficult it can be to source certain Hermes bags.
You need to check the terms and conditions that you accepted when you handed the bag over for spa.
It also depends on which country you are in, because you might have customer protection that goes above and beyond what Hermes might offer.
 
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