Hermes Repair/Refurbish policy - Official Spa Thread

[WhiteBus]

I have purchased a birkin 35 in "Excellent" condition from fashionphile for 12.5k. There is slight discoloration in one corner of the bag that I overlooked in pictures because of angulation. It looks like the leather has rubbed off and now there is a small visible area of discoloration. Is this something that can be quickly fixed if I send to NYC Madison or should I return the bag all together. It is my OCD getting to me, I am sure most will think this in inevitable wear and tear. Would love to hear all your thoughts- I appreciate your time and effort in replying. TY

1) without a photograph no-one can give an informed opinion
2) the only 100% reliable answer can be given by Hermes
3) I believe items for spa have to be presented in person (i.e. not sent)
4) if you are not 100% satisfied you should return it and be more diligent in examining the photos in the future; if in doubt question every possible blemish

 

[Hlover88]

Hi, my mocassins got some watermarks after wearing them during the rain. I dropped the shoes for repair, but they came back as non-repairable by the Paris artisans... The shoes have been sent back to my local store... I am very disappointed as I thought that any stains/marks could be painted back to their original color... I don't want to make a fuss at my local store as I do not want my relationship to be "stained" (ahah) but this has given me reasons not to buy any light-colored leather shoes anymore.

 

[WhiteBus]

The problem is your assumption about how water-marked leather can be treated and your decision not to buy light-coloured leather shoes any more is a generalised assumption not specific to Hermes.
If you are dissatisfied you should raise your complaint with the store if it is to have any positive effect. It is not making a fuss if it is legitimate. You need to have a satisfactory explanation as to why your shoes could not be remedied and you cannot get that if you don't raise the issue in store.

 

[papertiger]

Hi, my mocassins got some watermarks after wearing them during the rain. I dropped the shoes for repair, but they came back as non-repairable by the Paris artisans... The shoes have been sent back to my local store... I am very disappointed as I thought that any stains/marks could be painted back to their original color... I don't want to make a fuss at my local store as I do not want my relationship to be "stained" (ahah) but this has given me reasons not to buy any light-colored leather shoes anymore.

As @WhiteBus mentioned, sadly your expectations were simply unrealistic, Hermes spa can only do what they can do, there are no miracles.

Just rain water doesn't usually affect shoes too badly, but if shoes get saturated with dirty water, grass stains and/or mud, it's virtually impossible. Leather comes pre-dyed to the factories, the craftspeople don't have 'paint'. All shoes, of any colour get dirty, at least eventually. My only white shoes are also patterned (and made of stamped leather). I would enjoy your shoes as they are.

 

[dollymolly_precious]

I have purchased a birkin 35 in "Excellent" condition from fashionphile for 12.5k. There is slight discoloration in one corner of the bag that I overlooked in pictures because of angulation. It looks like the leather has rubbed off and now there is a small visible area of discoloration. Is this something that can be quickly fixed if I send to NYC Madison or should I return the bag all together. It is my OCD getting to me, I am sure most will think this in inevitable wear and tear. Would love to hear all your thoughts- I appreciate your time and effort in replying. TY

Sounds like an easy fix. Case in point my birkin:

 

[Building_profile]

Well, first of all I would trust Bababebi more than any of the auction houses, top 2 or 3 or not. If you're spending six figures on a bag, it's not exactly a big price to pay.
Hermès is pretty wise to the "let's spa this for authenticity" racket, but if the bag can possibly be improved by a light cleaning or minor touch-up, they'll do it. If the bag is perfect, then it's up to either your usual Hermès SA or the after-sales service coordinator to accept it. Note that it can be accepted by after-sales care and sent for evaluation, and still be returned without a spa receipt, because it does not need service. This won't tell you that much about authenticity, but perhaps will set your mind at ease.

You know of course that if the bag is deemed inauthentic, you may not get it back. I do know of someone whose inauthentic bag was returned to them in order for them to chase up a reseller for redress, but it's not policy.

Thanks for your reply (and your usual expertise). I'm curious how BBBB (and others here like, I think, r luv h) is able to authenticate so well. I mean, I've previously watched them debate/discuss on these threads and it was a thing of beauty, but without holding the bag in hand, without smelling or feeling it, is it enough info? Have they ever gotten it wrong?

 

[nymeria]

Thanks for your reply (and your usual expertise). I'm curious how BBBB (and others here like, I think, r luv h) is able to authenticate so well. I mean, I've previously watched them debate/discuss on these threads and it was a thing of beauty, but without holding the bag in hand, without smelling or feeling it, is it enough info? Have they ever gotten it wrong?

I am no expert ( in authenticating H bags) but
Bababebi and others ( r luv h, tannfran) have accrued years of experience and expertise by handling, studying and observing the entire process. They take into account multiple things ( leather/color/ stitching/resin/stamp/ year of production etc.) to come to a conclusion. Just like any expert in any field does- you put together all the pertinent positives and negatives and come to the most likely or obvious conclusion. Those "clues" do not need to be in the room with you when you are at that level.
They are in a class by themselves, and although many of us have opinions as to a bags authenticity ( and are sometimes even right!!) the discussions on various threads- although interesting and you can always learn something- are not to be confused with their opinions.

 

[Swanky]

Hi, this thread is way off topic. If you're not directly discussing Hermes repair/refurbish policy, then you're off topic. Please find the appropriate thread for your discussion.

 

[Hikar1]

So a small update on my recent admission to the H spa. To recap, I last posted because I was afraid of sending my vintage piece in (it has already been reviewed and authenticated by the amazing bbbb).

Well, I turned it in yesterday and obviously they took it. The bag is a rare vintage design and to this day I still do not know the name of it, and neither did bbbb. There were four associates and the manager that came by and no one knew as well. They eventually had to put the name of my bag under the 'trim' as that is possibly the closest in design/style.

Their estimated return date is December 2024

Good thing I'm in no rush, but I'm still excited to see how they revitalize it! And, maybe even get me the name of the bag!

 

[Nankali]

Hello fellow H lovers! Am I entitled to ask a question about H Spa policy, or to be more specific, if a tiny (0,5cm) ball point pen mark can be removed from the front panel (Birkin)? I have done my research on tPF and it seems Spa can't remove ink stains but I called to H flagship store in Paris and they said I can have a try (but they don't guarantee the outcome). Has anyone had laany uck with this kind of issue after sending a B or a K to H Spa? If the question is inappropriate the mods are welcome to remove my post. I just would love to have at least some kind of hope before travelling from my country to Paris for this.

 

[periogirl28]

Hello fellow H lovers! Am I entitled to ask a question about H Spa policy, or to be more specific, if a tiny (0,5cm) ball point pen mark can be removed from the front panel (Birkin)? I have done my research on tPF and it seems Spa can't remove ink stains but I called to H flagship store in Paris and they said I can have a try (but they don't guarantee the outcome). Has anyone had laany uck with this kind of issue after sending a B or a K to H Spa? If the question is inappropriate the mods are welcome to remove my post. I just would love to have at least some kind of hope before travelling from my country to Paris for this.

If you received advice from After Sales (SAV) that they would try, then I would certainly give it some consideration. At least FSH did not say an outright no. I haven't had similar pen mark issues but have found all my bags were well taken care of at the store when sent for assessment/ reconditioning/ repairs. 👌🏼

 

[Nankali]

If you received advice from After Sales (SAV) that they would try, then I would certainly give it some consideration. At least FSH did not say an outright no. I haven't had similar pen mark issues but have found all my bags were well taken care of at the store when sent for assessment/ reconditioning/ repairs. 👌🏼

Thank you so much for your kind reply periogirl28! I too thought it is worth trying when they didn't say just plain no. I would be delighted to still hear if anyone has been able to have an ink stain to be removed. Dear Docride has some advice but I think I am too faint hearted to try myself..

 

[dollymolly_precious]

Thank you so much for your kind reply periogirl28! I too thought it is worth trying when they didn't say just plain no. I would be delighted to still hear if anyone has been able to have an ink stain to be removed. Dear Docride has some advice but I think I am too faint hearted to try myself..

I had a birkin with a small ink stain at the front panel sent into the Hermes spa. Came back the same.
They said they couldn’t do anything about it - they won’t paint over the front panel as it will affect the overall look (obvious colour difference) and they will not use any harsh chemicals to remove that stain as it will affect the integrity of leather.

 

[QuelleFromage]

Hello fellow H lovers! Am I entitled to ask a question about H Spa policy, or to be more specific, if a tiny (0,5cm) ball point pen mark can be removed from the front panel (Birkin)? I have done my research on tPF and it seems Spa can't remove ink stains but I called to H flagship store in Paris and they said I can have a try (but they don't guarantee the outcome). Has anyone had laany uck with this kind of issue after sending a B or a K to H Spa? If the question is inappropriate the mods are welcome to remove my post. I just would love to have at least some kind of hope before travelling from my country to Paris for this.

Some ink can be removed even if not brand new (new marks are apparently easier to fix). I was able to get pen marks out of a couple bags myself, and I am no artisan. In general if SAV thinks nothing can be done they won't take the bag in, but for this I think they will do their best. You won't know til you try

 

[luckyadanosii]

Does Hermes repair exotic leathers that appear to be heavily stained, such as lizard?