Hermes Repair/Refurbish policy - Official Spa Thread

[WhiteBus]

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

you should take it in and have it assessed properly;
that is the only way you will know for sure

other members problems may not match up exactly with yours,
so their acceptance or rejection may not be helpful to you,
even if you had supplied illustrative photographs

 

[beegfeesh]

How long does it typically take to get a quote for bags dropped off at the NYC Madison Avenue store? I was told when I dropped off my bag that it only required basic touch-up work that could be handled by the local artisans and didn't need to be sent off to Paris. It's been 3 weeks and no updates.

 

[Kimchoi12]

I bought a kelly a while back which had uneven feet and would wobble ever since day 1. I did notify my SA of the issue as soon as I discovered it when I got home and she offered a full refund but I decided to keep it and hoped with use it'll even out.

WHELP. After almost a year, the issue persists so I brought back to the store to get it repaired. The Operations Manager came out to tell me that the artisans will try to even it out but there's also a possibility that it's a feet misalignment issue and should have never been sold because it's a defect. In that case, they'll give me credit but can't guarantee when they can offer me another kelly.

Is there any one else who had this issue previously and would like to share their experience? It's my first time spa-ing anything and I'm bummed there's a possibility it's not fixable.

 

[880]

Thank you so much dearest Docride!
Yes it helps, but wasn’t this their job to make the colors match!

I’m so sorry this happened @ari
I course my H spa work through my SA and would ask to take it back for Hermes to do their job properly. The Hermes replaced white handle is clearly a different color than the bag. It would have been better, IMO, for H spa to have left the handles as they were rather than to do this. Alternatively, I agree with you, that they should have lightened the bag to match the handles.

(I am no expert, but I also think they could have told you what the likely result would be since they are the experts)

Apologies; I quoted you and moved my comment to the H spa thread from that of @docride since I didn’t know if it was appropriate for me as a third party layperson to post a comment with respect to H spa on the thread of @docride.

https://forum.purseblog.com/threads/docrides-hermes-lazarus-thread-can-this-hermes-be-saved.972522/page-109

If this is inappropriate, mods, please move. Thank you

ETA: sometimes I bring my bags to H Spa; sometimes third party professional. I do the latter when it’s an issue H spa historically refuses to handle like darkened handles; sun tan discoloration; or interiors. All of my bags have been conditioned and somewhat weather proofed. No bag of mine has ever been rejected from H Spa, though it appears that many others have had the opposite experience.

So I think to be safe, the recommended advice not to use professional third party spa if you want H service should be followed.

I will say that there have been times H spa has charged quite a bit for what appears to be very little work (and taken many many months) and times when they have done a really nice job. Unfortunately, I don’t always know what to expect. My bags have never come back with mismatched handles though.

 

[QuelleFromage]

My most recent item sent in for maquillage/cleaning is back, three weeks from my approval of the quote (estimate was seven weeks) 💃

 

[880]

How long does it typically take to get a quote for bags dropped off at the NYC Madison Avenue store? I was told when I dropped off my bag that it only required basic touch-up work that could be handled by the local artisans and didn't need to be sent off to Paris. It's been 3 weeks and no updates.

Honestly, I would double check with them. Sometimes quotes can take forever. Once it took months for me. And, then there was the memorable
Time that I submitted two bags; got
The quote for both; and Madison forgot to do the work on one bag … so it cannot hurt to check

 

[goldenwhite]

Any experience/pricing on Dogon wallet refresh with H spa?

 

[Amateurcouchpotato]

How long does it typically take to get a quote for bags dropped off at the NYC Madison Avenue store? I was told when I dropped off my bag that it only required basic touch-up work that could be handled by the local artisans and didn't need to be sent off to Paris. It's been 3 weeks and no updates.

I dropped a bag off early June and still haven't received a quote. I never received a confirmation email so I went to the store and checked in with them. They said they are still on target with the 4 month estimate when I stopped by.

 

[bluediamond35]

Has anyone had experienced past estimate date? Do I go back to store or call in to get new date? I am a bit sad there's been no changes/updates since it arrived at the workshop (Mid March). Thank you

 

[880]

Has anyone had experienced past estimate date? Do I go back to store or call in to get new date? I am a bit sad there's been no changes/updates since it arrived at the workshop (Mid March). Thank you

I would contact them or stop in to check. Things get backed up or delayed quite often depending on the work scope. Sometimes my item has been finished and no one remembered to contact me. Other times the spa has told me something is finished and they forgot to do some work. . .

 

[r luvs h]

Has anyone had experienced past estimate date? Do I go back to store or call in to get new date? I am a bit sad there's been no changes/updates since it arrived at the workshop (Mid March). Thank you

Yes. Hermès Spa is notoriously rather slow, but in the meantime, you should get in contact with your SA or the After Sales Representative at your boutique (in-person is always the best). Historically speaking, production and repairs slow down in August for holidays, so I wouldn’t really expect updates until the end of this month or sometime next month. Hope you’re reunited with your item soon!

 

[hermesandchanel]

Has anyone non-local to Paris brought a bag directly to Paris for spa treatment and if so was there any protocol for how long they hold the bag before you have to pick it up? Or do they require a local address before they’re even accept it?

Potentially there are those who frequent Paris consistently and would rather have it managed directly in Paris at EU rates and anticipated faster turnaround time etc.

I have never been to Paris boutiques otherwise wouldve just asked an SA directly and reported back ☺️

 

[ari]

Has anyone non-local to Paris brought a bag directly to Paris for spa treatment and if so was there any protocol for how long they hold the bag before you have to pick it up? Or do they require a local address before they’re even accept it?

Potentially there are those who frequent Paris consistently and would rather have it managed directly in Paris at EU rates and anticipated faster turnaround time etc.

I have never been to Paris boutiques otherwise wouldve just asked an SA directly and reported back ☺️

Yes, I once asked FSH and they told me it’s still early, for a white B, as on can restore it only once. No they do not require a local address, you have to pick it up yourself.
3 years Later I asked my SA in Cannes, she accepted it , I left it in September, I received an email with a link where you can follow the process. The bag was ready in March and I picked it up in June this year, when I went on vacation.
It was quite expensive and not very successful as the handles are new and the white looks brighter.

 

[QuelleFromage]

Has anyone non-local to Paris brought a bag directly to Paris for spa treatment and if so was there any protocol for how long they hold the bag before you have to pick it up? Or do they require a local address before they’re even accept it?

Potentially there are those who frequent Paris consistently and would rather have it managed directly in Paris at EU rates and anticipated faster turnaround time etc.

I have never been to Paris boutiques otherwise wouldve just asked an SA directly and reported back ☺️

Yes, I advise all my friends who spend a lot of time in Paris to use Paris SAV for bags that need help. I find it to be quicker (not cheaper LOL) and I happen to really like the people who run it, at least at FSH and Sevres.

 

[periogirl28]

Has anyone non-local to Paris brought a bag directly to Paris for spa treatment and if so was there any protocol for how long they hold the bag before you have to pick it up? Or do they require a local address before they’re even accept it?

Potentially there are those who frequent Paris consistently and would rather have it managed directly in Paris at EU rates and anticipated faster turnaround time etc.

I have never been to Paris boutiques otherwise wouldve just asked an SA directly and reported back ☺️

I personally do not have a Paris address although I have family whose address I could but do not use. FSH is my home store so most of my bags have been dropped off for spa in person. I also have two SAs who transferred from leather to SAV so they kindly assist.
I am sure they would accept items from clients who are not local and at your appointment they would then try to give you an idea on what treatment/ repair is required, the time estimate and how long they can hold it for. This would later be confirmed via email. The most accurate information is always face to face at the SAV department.
I believe the most recent update given to me was a 6 to 8 weeks window to collect, but that was for a Barenia wallet.
I hope this helps.