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Returns

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Returns Information

How do I return an item?

For customers who bought a pre-paid Hermes returns label in the checkout when purchasing, your label can be found and printed in our Returns Portal - https://mandmdirect.returns.international

Customers who didnt buy a pre-paid Hermes returns label can purchase one for £2.99 by following these easy steps:

  1. Visit our returns portal - https://mandmdirect.returns.international
  2. Enter your full order number.
  3. Enter your postcode, email address or last four digits of your telephone number and then click 'Proceed'.
  4. Select which items you wish to return and the reason why. Unfortunately we don't offer exchanges.
  5. Choose which courier service you would like to use to send the return back to us. You can find your local drop-off point by clicking the link at the bottom of the page.
  6. Print your returns label and attach it to the parcel. The label will be valid for 7 days.
  7. Returns can take up to 7 working days to process from the date they arrive at our warehouse. As soon as it has been processed you will receive an email to confirm.
  8. Please make sure you ask for and retain your receipt as proof of your return, MandM Direct can't be held responsible for any items that may be damaged or go missing in transit.

Please note, returns postage will only be refunded if the goods are faulty or were sent incorrectly.

Have you received my return?

It can take up to 7 working days for us to receive your returned items. Once received, we aim to process them within 7 working days. You'll receive an email to let you know once this is done and the refund is issued.

If you haven't heard anything from us in 14 working days since sending your items back, then please contact our Customer Service Team with your name and order number.

How long will it take for my refund?

It can take up to 7 working days for us to receive your returned items. Once received, we aim to process them within 7 working days. You'll receive an email to let you know once this is done and the refund is issued.

Once you've received an email to say the refund has been issued, please then allow 7 working days for the funds to appear in your account.

Do you do free returns?

Unfortunately we do not offer free returns.

In order to give you the cheapest prices possible on our products and make the biggest savings we require a small fee for returns, so make sure you purchase a returns label in the checkout for £2.99.

How long do I have to return an item?

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, swimwear or toiletries and fragrances.

Need more information on returning an item? Visit our How do I return an item drop down.

Are there any items I can't return?

We cannot accept the following items for a refund due to hygiene:

  • Underwear
  • Swimwear
  • Pierced earrings
  • Toiletries and fragrances (if the protective wrapper has been removed)

I live outside of the UK, how do I return an item?

Just follow these easy steps. All you need is a printer.

  1. Visit our returns portal - https://mandmdirect.returns.international
  2. Enter your full order number in the designated box (e.g. 12345678).
  3. Enter your postcode, email address or last four digits of your telephone number and then click 'Proceed'.
  4. Select which items you wish to return and the reason why. Unfortunately we don't offer exchanges. Please place another order if you require a different size.
  5. Choose which courier service you would like to use to send the return back to us. You can find your local drop-off point by clicking the link at the bottom of the page.
  6. Print your returns label and attach it to the parcel. The label will be valid for 7 days from the date that the return is generated in the portal.
  7. Returns can take up to 7 working days to process from the date they arrive at our warehouse. As soon as it has been processed you will receive an email to confirm.

Please make sure you ask for and retain your receipt as proof of your return, MandM Direct can't be held responsible for any items that may be damaged or go missing in transit.

Please note, returns postage will only be refunded if the goods are faulty or were sent incorrectly.

If you are based in Bulgaria or Slovenia and need to return an item, please do so via your local post office.

Returns Issues

I didn't buy a pre-paid returns label, what should I do?

If you didn't buy a Hermes returns label then don't worry, you can still take advantage of this service by going to https://mandmdirect.returns.international 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
  • Take your parcel to the Post Office
  • 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

I haven't got a Hermes store nearby.

That's not a problem, you can also return items to us through the Post Office. Please address your parcel to: Returns Department, MandM Direct, Moreton Business Park, Moreton-on-Lugg, Hereford, HR4 8DS, United Kingdom.

When purchasing a pre-paid Hermes label, just remember that the Hermes label won't be accepted by other couriers. So you may wish to check if you have a local Hermes store nearby before you buy a label.

Still unsure and want to get in touch?

Contact us
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