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MandM Direct FAQs

Welcome to the MandM Direct frequently asked questions section. If you can’t find the answer you’re looking for contact us now, we’re happy to help!

You can return your item(s) at a Hermes store or via your local Post Office.

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.

Unfortunately, we don’t offer a free returns service.

Return with Hermes

Find my nearest Hermes store

If you purchased a Hermes returns label when placing your order:

  • Complete your returns slip
  • Attach the returns label to your packaging
  • Drop your parcel off at your nearest Hermes store (insurance covers your items for up to for up to £50)
  • Sit back and wait for your refund/exchange

If you didn’t buy a Hermes returns label when placing your order:

  • Go to www.hermesparcelreturn.co.uk and purchase a label for just £2.99
  • Print off your label
  • Attach it to your packaging
  • Drop it off at your nearest Hermes store
  • Sit back and wait for your refund/exchange

Return with 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
  • Request the standard parcel delivery service (remember to take out additional insurance if the contents of your items exceed £46).
  • Sit back and wait for your refund/exchange

Returns Address: Returns Department, MandM Direct, Moreton Business Park, Moreton-on-Lugg, Hereford, HR4 8DS, United Kingdom

Please check with your courier of any packaging regulations concerning the contents of the parcel that you're returning.

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 parcel.

Please note we are unable to refund underwear, pierced jewellery or men’s/boys and women’s/girls swimwear.

Just return it to us and we’ll exchange it for a different size (we’ll even pay the postage back out to you). We know that you'll 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 mens/boys or womens/girls swimwear are all non-returnable.

We’re sorry that you’ve received a faulty item – if you return the faulty item back to us for inspection and the issue is a production fault for example, we’ll send you out a replacement. Plus, we’ll cover the cost of any returns postage. You‘ll need to let us know within 48 hours of receipt of your parcel if there is a fault so we can resolve the problem for you quickly.

Don’t worry – just pop a note in with your returning items confirming your full name, address and let us know if you’d like a refund or exchange.

If you didn’t buy a Hermes returns label then don’t worry, you can still take advantage of this service by going to www.hermesparcelreturn.co.uk and purchasing a label for just £2.99. Simply print off your label, attach it to your packaging and drop it off at your nearest Hermes store.

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

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

That’s not a problem – you can still use the Post Office to return items to us – just remember that the Hermes label won’t be accepted by the Post Office so you may wish to check if you have a local Hermes store nearby before you buy a label. 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 our returns within 3 – 5 working days of receipt but please bear in mind that it may take up to 7 working days for it to get to us. You’ll then need to allow an additional 7 working days for your refund / exchange – we’ll send you an email to let you know we have processed your return request once it’s been done.

If you request a refund we’ll automatically refund your original payment method. As our prices are so low our products can sell out quickly! If we no longer have the exchange item that you’re requesting, a refund will simply be issued. If this is the case we’ll send you an email to let you know.

We keep our prices as low as possible so you can buy the biggest brands for the entire family – so if we were to introduce a free returns service, this would increase our prices! However, we do offer a pre-paid returns label which you can select at checkout. Or even better, consider adding MandM Premier membership to your next order and receive unlimited express delivery and free returns for a whole year for only £19.99.

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

  • Underwear
  • Mens and boys swimwear
  • Womens and girls swimwear (if the protective sticker has been removed)
  • Pierced earrings
  • Toiletries and fragrances (if the protective wrapper has been removed)

It’s very unlikely that this would happen, but please keep your receipt as proof that you have returned your items to us. As we cannot be held responsible for any items that go missing you’ll need your receipt to be able to claim for your missing parcel from the courier.

Was the item a “multi-buy” purchase? 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

After you receive a notification from us that your return has been received, please allow 48 hours for the return to be processed. Once your refund or exchange has been actioned, you’ll receive another email to let you know either your money or your replacement is on its way to you.

As long as items haven’t been or are exempt from our returns policy you can return however much of your order as you like. Just be aware that when returning goods with Hermes your return parcel is only covered 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.