Hermes Repair/Refurbish policy - Official Spa Thread

[maryg1]

Is the email with the quotation for spa/repair sent directly by H in France, or it is sent by your store?
I still haven’t heard anything, but my store is currently under renovation.
For EU members, how long did it take to get a quotation?

 

[CrackBerryCream]

Is the email with the quotation for spa/repair sent directly by H in France, or it is sent by your store?
I still haven’t heard anything, but my store is currently under renovation.
For EU members, how long did it take to get a quotation?

EU member here. The emails were sent by a staff member who takes care of Aftersales. I don't know if she is in any boutique. It took 2 months when I sent my Bleu Paon in this year (February - April). Last year I sent in 3 bags at once and it took 1 month. An IGer I chatted with mentioned his friend's quotation even took 4 months (if I remember correctly), also this year.

 

[maryg1]

EU member here. The emails were sent by a staff member who takes care of Aftersales. I don't know if she is in any boutique. It took 2 months when I sent my Bleu Paon in this year (February - April). Last year I sent in 3 bags at once and it took 1 month. An IGer I chatted with mentioned his friend's quotation even took 4 months (if I remember correctly), also this year.

Thank you. I will try to call the boutique next week and see if there’s any news.

 

[QuelleFromage]

Is the email with the quotation for spa/repair sent directly by H in France, or it is sent by your store?
I still haven’t heard anything, but my store is currently under renovation.
For EU members, how long did it take to get a quotation?

EU member here too. My emails come from the Apres Vente division ([email protected]) but that might be France only. I've already had an email stating that my bag is being evaluated and I will receive a quotation when the evaluation is done (although I already know it's no charge as the bag is faulty). It's been 2 weeks since I dropped off my bag.

I have friends in Germany and Italy who've had quotes take a few months, though.

 

[maryg1]

EU member here too. My emails come from the Apres Vente division ([email protected]) but that might be France only. I've already had an email stating that my bag is being evaluated and I will receive a quotation when the evaluation is done (although I already know it's no charge as the bag is faulty). It's been 2 weeks since I dropped off my bag.

I have friends in Germany and Italy who've had quotes take a few months, though.

Thanks so much, it is almost 2 months but probably it will take a little longer.
I will miss carrying my Kelly on the upcoming Christmas festivities, but they really needed a lifting!

 

[Tonimichelle]

Is the email with the quotation for spa/repair sent directly by H in France, or it is sent by your store?
I still haven’t heard anything, but my store is currently under renovation.
For EU members, how long did it take to get a quotation?

I'm in the UK, but I sent a bag to Paris (via London) for repair earlier this year. It took about a month for the quote and that was sent from the lady that looks after the aftersales dept. in London. It was then about five months I think before the bag was back, but all correspondence came via the London boutique I dropped it off in. It might be worth emailing customer services if your store is currently under renovation and I'm assuming closed?

 

[maryg1]

I'm in the UK, but I sent a bag to Paris (via London) for repair earlier this year. It took about a month for the quote and that was sent from the lady that looks after the aftersales dept. in London. It was then about five months I think before the bag was back, but all correspondence came via the London boutique I dropped it off in. It might be worth emailing customer services if your store is currently under renovation and I'm assuming closed?

Thank you. the store is going to open next week so it’s not a long wait anyway

 

[QuelleFromage]

I’ve done three spas and have gotten a new dust bag each time

I've done at least 15 spas and have gotten two. Maybe they just assume I have enough dust bags (which would be true).

 

[yenniemc]

Hello, I just bought a very used Birkin on eBay from a Japanese reseller (Japan Monoshare) from whom I've bought many less expensive handbags. I've been wanting a 40 cm for work, and I really wanted a bag with some wear and tear (not all the way to Ashley Olsen's Kelly, but still worn) so that I wouldn't wince every time I put it on the floor, or inserted a wallet, or exhaled while in the same zip code. I have two other Birkins--a 20 year old gold w/gold trim and a 1-year-old black Togo with palladium trim (both bought at Hermes), and I love them and am happy to own them but can't quite bring myself to take them out and about regularly. Working on that. In any case, I finally found a worn 40 cm bag in Barenia (!!!) (I think it's Barenia) for . . . probably too much, and I'm looking for some advice on three specific questions: If I bring this bag into Hermes, will they just shake their heads? Do you think there's any chance they can repair the corners? And do you think this bag has had some work done on it already? (The sangles look a bit new-ish to me, especially compared to the handles and the corners.). The flap does too.

I'd welcome any responses, reality checks, advice, encouragement, discouragement. . . View attachment 5630650View attachment 5630651View attachment 5630652

Hi @nomdesac I actually won a similar item (a Birkin too but a B35 in Ardennes) from the same seller. It also has a hole on one corner and quite a bit of wear all over the bag. After reading through the comments on your purchase and the eventual update, can I ask if you pay customs/duties when you purchase from them?

I got a bag that’s pretty beat up too and I’m deciding if I want to see the extent of the damage in person first and decide if I want to return it then, or just think of cancelling the purchase now based on the damages in the picture and just deal with the consequences of cancelling the purchase.

Also, has anyone ever had the zipper pull inside the bag replaced at the spa?

 

[kohl_mascara]

I guess I'm puzzled that for over 50 years, Kellys did not have D rings and yet came with a shoulder strap. Perhaps H decided to add D rings because customers were complaining of damaged hardware or maybe shoulder straps did not always come with a Kelly. Whatever you decide, I'd love to see pics when she's back with you. My Kelly is also at the spa...I miss her!

ETA: perhaps the spa will recommend that I replace the hardware too...I have not yet heard from the spa with a recommendation and it's been two months!

I sure will! I actually asked my SA the best method to place a strap onto my bag to minimize damage, and he recommend the double rings. Curious if the craftsman can actually do it.

I hope you post updated pics when you get her back from the spa as well!! My SA quoted me 6 months but it might be longer. It’s hard to be apart for so long, but they’re in safe hands and I’m excited to see how they turn out!

 

[nomdesac]

Hi @nomdesac I actually won a similar item (a Birkin too but a B35 in Ardennes) from the same seller. It also has a hole on one corner and quite a bit of wear all over the bag. After reading through the comments on your purchase and the eventual update, can I ask if you pay customs/duties when you purchase from them?

I got a bag that’s pretty beat up too and I’m deciding if I want to see the extent of the damage in person first and decide if I want to return it then, or just think of cancelling the purchase now based on the damages in the picture and just deal with the consequences of cancelling the purchase.

View attachment 5660682View attachment 5660683Also, has anyone ever had the zipper pull inside the bag replaced at the spa?

Sorry to be slow about responding! I didn't have to pay customs duty on the bag I bought--or on any of the purchases (several vintage LV bags, SLGs, and scarves) I've made from them. What happened: an extremely empathetic and informative authenticator from Ebay called me after they received the bag from Japan Monoshare: she didn't have the bag at hand, but she did have additional photos. (I believe that if there's an "authenticity guarantee," and the bag is more than $500, it goes to an authenticator and then to the buyer.). She said that the bag was heavily damaged, and she wondered if I really wanted it. She sent the photos, which I reviewed after I talked to her; then I emailed Ebay and asked that the sale be cancelled--because the photos didn't accurately reflect all the damage, even though the written description referred to it--and the bag sent back to Japan Monoshare. (The price for the bag was nearly $5000--and I decided it would be better to wait until something a bit less damaged appeared.). FWIW: Before cancelling the sale, I emailed the seller to say that I had seen additional photos and that I didn't think I could spend more than $500 on the bag (it seriously looked like it was falling apart); they instantly agreed to refund $500 of the purchase price, which was a misunderstanding on their part. We soon sorted things out. But it was interesting that a seller was willing to negotiate a price after a sale.

I was following your bag on their site and was very tempted by it. I think if there had just been damage to the trim, I would have gone for it, but I was scared off by the hole in the panel at the corner. On the other hand, all the other bags I've bought from JM--all vintage LV and far less expensive--have arrived in BETTER condition than the photos suggested. So I'm really interested in knowing what you think of your purchase when you get it.

I'll be staying tuned!

 

[Hikar1]

Sorry to be slow about responding! I didn't have to pay customs duty on the bag I bought--or on any of the purchases (several vintage LV bags, SLGs, and scarves) I've made from them. What happened: an extremely empathetic and informative authenticator from Ebay called me after they received the bag from Japan Monoshare: she didn't have the bag at hand, but she did have additional photos. (I believe that if there's an "authenticity guarantee," and the bag is more than $500, it goes to an authenticator and then to the buyer.). She said that the bag was heavily damaged, and she wondered if I really wanted it. She sent the photos, which I reviewed after I talked to her; then I emailed Ebay and asked that the sale be cancelled--because the photos didn't accurately reflect all the damage, even though the written description referred to it--and the bag sent back to Japan Monoshare. (The price for the bag was nearly $5000--and I decided it would be better to wait until something a bit less damaged appeared.). FWIW: Before cancelling the sale, I emailed the seller to say that I had seen additional photos and that I didn't think I could spend more than $500 on the bag (it seriously looked like it was falling apart); they instantly agreed to refund $500 of the purchase price, which was a misunderstanding on their part. We soon sorted things out. But it was interesting that a seller was willing to negotiate a price after a sale.

I was following your bag on their site and was very tempted by it. I think if there had just been damage to the trim, I would have gone for it, but I was scared off by the hole in the panel at the corner. On the other hand, all the other bags I've bought from JM--all vintage LV and far less expensive--have arrived in BETTER condition than the photos suggested. So I'm really interested in knowing what you think of your purchase when you get it.

I'll be staying tuned!

I have to commend that ebay authenticator for reaching out to you, instead of simply certifying the bag as real and shipping it out. I have heard stories about how difficult it can be to return items on ebay with authenticity guarantee once it reaches the buyer (mostly stories about sneakers and watches, not too much about handbags yet though).

 

[yenniemc]

Sorry to be slow about responding! I didn't have to pay customs duty on the bag I bought--or on any of the purchases (several vintage LV bags, SLGs, and scarves) I've made from them. What happened: an extremely empathetic and informative authenticator from Ebay called me after they received the bag from Japan Monoshare: she didn't have the bag at hand, but she did have additional photos. (I believe that if there's an "authenticity guarantee," and the bag is more than $500, it goes to an authenticator and then to the buyer.). She said that the bag was heavily damaged, and she wondered if I really wanted it. She sent the photos, which I reviewed after I talked to her; then I emailed Ebay and asked that the sale be cancelled--because the photos didn't accurately reflect all the damage, even though the written description referred to it--and the bag sent back to Japan Monoshare. (The price for the bag was nearly $5000--and I decided it would be better to wait until something a bit less damaged appeared.). FWIW: Before cancelling the sale, I emailed the seller to say that I had seen additional photos and that I didn't think I could spend more than $500 on the bag (it seriously looked like it was falling apart); they instantly agreed to refund $500 of the purchase price, which was a misunderstanding on their part. We soon sorted things out. But it was interesting that a seller was willing to negotiate a price after a sale.

I was following your bag on their site and was very tempted by it. I think if there had just been damage to the trim, I would have gone for it, but I was scared off by the hole in the panel at the corner. On the other hand, all the other bags I've bought from JM--all vintage LV and far less expensive--have arrived in BETTER condition than the photos suggested. So I'm really interested in knowing what you think of your purchase when you get it.

I'll be staying tuned!

Thank you so much for sharing your experience! The reason that got me so worried was that I was afraid that I’d get the bag, be required to pay custom duties, decide it was way too damaged and then return it without being able to recoup the costs of the duties.

After much contemplation and research (a lot of it through the Purseforum’s existing threads!), it would cost at least 3000 dollars to have the bag fixed at the Hermes spa. It would need handles replaced, perhaps the gussets replaced and overall have the bag cleaned and conditioned (if not, repainted).

In order to avoid the hassle and the costs on the part of the seller (shipping) and myself (repair or duties, if any), I sought the seller out, politely requested for a cancellation and around two days later, I received a confirmation of the cancellation of my purchase.

Thanks again for your response! I have purchased a bag from them before and I did keep the item and it was less than 600 dollars. While I still think they are a good seller and a good source of possible deals, I will probably stay away, at least for now or only bid on bags in better condition.

 

[nomdesac]

Thank you so much for sharing your experience! The reason that got me so worried was that I was afraid that I’d get the bag, be required to pay custom duties, decide it was way too damaged and then return it without being able to recoup the costs of the duties.

After much contemplation and research (a lot of it through the Purseforum’s existing threads!), it would cost at least 3000 dollars to have the bag fixed at the Hermes spa. It would need handles replaced, perhaps the gussets replaced and overall have the bag cleaned and conditioned (if not, repainted).

In order to avoid the hassle and the costs on the part of the seller (shipping) and myself (repair or duties, if any), I sought the seller out, politely requested for a cancellation and around two days later, I received a confirmation of the cancellation of my purchase.

Thanks again for your response! I have purchased a bag from them before and I did keep the item and it was less than 600 dollars. While I still think they are a good seller and a good source of possible deals, I will probably stay away, at least for now or only bid on bags in better condition.

Thanks so much for this update! I imagine I'll be seeing that bag up for auction again on the seller's page . . . I think you made a good decision. Just in case you haven't seen it, here's a link to a video with an account--with prices--of a relatively substantial Birkin repair: . (I find these videos kind of mesmerizing, especially when there's other work on my desk!)

 

[yenniemc]

Thanks so much for this update! I imagine I'll be seeing that bag up for auction again on the seller's page . . . I think you made a good decision. Just in case you haven't seen it, here's a link to a video with an account--with prices--of a relatively substantial Birkin repair: . (I find these videos kind of mesmerizing, especially when there's other work on my desk!)

Yes! I did actually watch this while I was deciding about the bag. It was extremely helpful, especially so since she actually put a breakdown of expenses. I agree that these type of videos are good procrastinating tools!

For anyone who might be interested, there exists a separate thread called “Hermes spa pricing” where some of our members post how much their repairs cost. I found it helpful as well in my contemplation.

Hermes spa pricing

About how much does Hermes charge for a spa treatment, and how long until I get my beloved bag back? I just purchased an "eggplant aubergine chamonix 35cm Kelly from Portero. I spoke to them directly after looking at the pics and it does have some minor scuffs on front and back from daily use...

forum.purseblog.com