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Returns

We have now moved to Hermes for our returns service

You can return your item(s) using a Hermes store or via the Post Office

Find my nearest Hermes store

Returns Using Hermes

The simplest and most convenient way is to use a pre-paid Hermes returns label for just £1.99, which you add to your order in the checkout.

If you have purchased a Hermes returns label when placing your order. Simply complete your returns slip, attach the returns label to your packaging, drop your parcel off at your nearest Hermes store and then sit back and wait for your refund/exchange.

If you did not buy a Hermes returns - don’t worry, you can still take advantage of this service by going to www.hermesparcelreturn.co.uk and purchasing a label then drop it off at a Parcel Shop £2.99

Returns via the Post Office

You can still use the Post Office to return items to us, but remember the pre-paid Hermes label will not be accepted.

Take your parcel to the Post Office and request the standard parcel delivery service (remember to take out additional insurance if the contents of your items exceed £46). We do not offer a free returns service

Returns Address: MandMDirect, PO Box 319, Hereford, Herefordshire, HR1 9JW, United Kingdom

We have a no quibble 28 day returns policy. We hope you love your items but if you're not happy for any reason you can return them to us within 28 days of receipt of your parcel.

Just return it to us and we will exchange it for a different size (we will even pay the postage back out to you). We know that you will need to try the item on but please be careful not to leave any marks (e.g. make-up, deodorant) as we may not be able to accept it back if we believe it has been worn. Underwear, pierced earrings and men's/boys swimwear are all non-returnable.

Any faulty item should be returned to us, we will happily send you a replacement and cover the cost of any returns postage.

Don’t worry – just pop a note in with your returns confirming your full name and address and let us know if you want a refund or exchange.

Don’t worry, you can still take advantage of this service by going to www.hermesparcelreturn.co.uk and purchasing a label then drop it off at a Parcel Shop £2.99

To make sure your parcel is suitable for the Hermes Parcel Returns service please check that it does not exceed the maximum dimensions and weights stated below.

  • Maximum Weight up to 15Kg
  • Maximum Length up to 120cm
  • Maximum Volume up to 225cm

You can still use the Post Office to return items to us, but remember the Hermes label will not be accepted here so please check before you buy. Take your parcel to the Post Office and request the standard parcel delivery service (remember to take out additional insurance if the contents of your items exceed £46).

We aim to process all returns within 24 hours of receipt, but please bear in mind that it can take up to 7 working days for it to get to us. You should then allow an additional 7 working days for your refund / exchange – we will contact you to let you know we have processed your return request. If you request a refund then we will automatically refund your original payment method. If we no longer have the exchange item you are requesting, a refund will be issued.

We try to keep our prices as low as possible for you, so if we were to introduce a free returns service this would mean we would have to increase our prices – that’s why we have introduced the pre-paid returns label. Even better our VIP Premier Membership includes a free returns label on every order.

For hygiene reasons we can’t accept the following items back for refund/exchange:

  • Underwear
  • Men’s and boys swimwear
  • Pierced earrings
  • Toiletries and Fragrances (if the protective wrapper has been removed)
  • Women’s and girls swimwear (if the protective sticker has been removed)

It is very unlikely, but please keep your receipt as proof that you returned your items to us. As we cannot be held responsible for any items that go missing you will need your receipt to be able to claim for your missing parcel.

MandMDirect, PO Box 319, Hereford, Herefordshire, HR1 9JW, United Kingdom

Was the item a “multi-buy” purchase or part of a promotion? If so you will only be refunded the proportionate value - see the example below:

'2 for £10 offer' Example

Saving:
Item 1 normal price = £5.99
Item 2 normal price = £7.99
Normal total item price: £13.98 (ex. del)
You pay £10 in our '2 for £10' offer (ex. del)
Saving of £3.98
If you need to return either or both items:
Item 1 will be refunded at £4.28
Item 2 will be refunded at £5.72
Total maximum refund = £10

We aim to process all returns within 24 hours of receipt, but please bear in mind that it can take up to 7 working days for it to get to us. You should then allow an additional 7 working days for your refund / exchange – we will contact you to let you know we have processed your return request. If you request a refund then we will automatically refund your original payment method. If we no longer have the exchange item you are requesting, a refund will be issued.

The table below shows the average time scale for returns to be received:

Service Time scale for Return to be Received
Hermes Return Service 7 Working Days*
Royal Mail 1st Class Next Working Day*
Royal Mail 2nd Class 2-3 Working Days*
Royal Mail Special Delivery Next Working Day before 1pm*
*These times are only an estimate. We would advise to check the delivery time with the service provider before sending.

Once your return is received, you’ll be sent an email to let you know it has arrived into our Returns Department.

After receiving your notification that your return has been received, please allow 48 hours for the return to be processed. Once a refund or exchange has been actioned, you will receive another email to notify you of this. The email will confirm if a refund has been issued, or if an exchange has been arranged.

When returning goods with Hermes you are insured to return goods up to the value of £50.

To make sure your parcel is suitable for the Hermes Parcel Returns service please check that it does not exceed the maximum dimensions and weights stated below.

  • Maximum Weight up to 15Kg
  • Maximum Length up to 120cm
  • Maximum Volume up to 225cm

If you’re returning goods with the Post Office, we’d advise you to take out adequate insurance to cover the value of the goods being returned.

All Hermes pre paid labels are located on the bottom right hand side of your invoice and has the Hermes logo printed on it.

The label has a small barcode and the MandM Direct Return address on the left. It is a long slim label that you can peel off and place on the outside of your parcel to be returned.

We aim to process all returns within 48 hours of receipt, but please bear in mind that it can take up to 7 working days for it to get to us. You should then allow an additional 7 working days for your refund / exchange – we will contact you to let you know we have processed your return request. If you request a refund then we will automatically refund your original payment method. If we no longer have the exchange item you are requesting, a refund will be issued.

Please visit www.hermesparcelreturn.co.uk/find-a-parcel-shop.html enter your post code, you will then get a list of your local shops.