**The last day to guarantee delivery in time for Christmas is Friday the 22nd December by 1pm and you must choose the Saturday delivery option at checkout. Until then we suggest you choose expedited delivery at checkout to ensure your item reaches you in time.**
Most of our bigger items (skates, scooters, skateboards, shoes) are shipped via a courier and do require a signature. Therefore, it’s extremely vital that you please get the package delivered to an address where you can guarantee somebody will be available to sign for it. The couriers we use are UK Mail, DPD, Royal Mail tracked. Deliveries are made on weekdays and are anytime between 8.00 am and 6.00pm. Once the order has been dispatched, please use the tracking details provided to keep eye on the delivery and to make any required arrangements for it. Like most of us, if you work in the week, you do have the option to get the package sent to an alternative address. This can be a work address, or with a friend or a relative etc. There is also the option of a Saturday delivery, which is a bit more expensive, but is convenient if you are unavailable through the week. Please note, we can’t amend a shipping address once an order has been placed so it’s important that you check that all your details are correct before placing your order. If you can’t guarantee somebody will be available to sign for the package, if you give permission, we can advise the driver to leave it with a specific neighbour. However, this would be done at your own liability and we would need written confirmation of this before we can action it. We can also give permission for the package to be left in a safe and secure location, but once again, we need written confirmation of this and the instruction then needs to be given during the order process. It’s not something we can authorise once the order has been dispatched and is in transit.
Once you have received your order, please fully check the product to make sure you have received what you’ve ordered and there's no issues with it. It's rare that our packing room staff make a mistake, but due to the extremely high volume of orders that get shipped out at this time of year, the odd discrepancy can happen. If you have received the wrong item or somebody else's order, please don't panic. Contact us as soon as you can and we'll arrange the return of the incorrect product and begin the process of sending out the right item. In some cases, we may ask for a photo, just so we can establish what you've received and once we have confirmation of this, we'll then usually issue a pre-paid My Hermes returns label. Using My Hermes is a really simple and fast way of resolving issues like this. We'll send you an email that will include an attachment for the returns label. All you need to do is print it off, stick it on the packaging you're going to use to return the product and then take it into your nearest My Hermes store (Information of your nearest stores, will be confirmed when the label is sent) Because it's a trackable service, once we have confirmation that it's been taken into a My Hermes store, we can then begin the process of shipping out the correct product. If this issue occurs with a smaller items, we may ask you to return the item via our freepost address. If a mistake has been made, it's important that we are made aware of it as soon as possible. If you purchase an item, but then don't check it until you're wrapping it on Christmas Eve, there's not much we can do. As soon as we are aware of a problem, we’ll do everything we can to resolve it as quickly as possible.
When orders are dispatched from our warehouse, we package them up in the best possible condition for the journey. However, slight damage can occur in transit and it's not something that's fully within our control. If you receive an order and there's actual damage to the product, please contact us at your earliest convenience. Please note, damage to the product packaging would not be considered a defect. The sole purpose of the product packaging is to protect the item when in storage and transit. If the packaging is damaged in transit, there's not really much we can do about this.
Our office opening hours are Monday to Friday 9.00am to 5.00pm. Our contact number is 01229 433445 and our email address is firstname.lastname@example.org If you have an enquiry, please contact us by phone or email and we will get back to you as soon as we can. As I'm sure you can imagine, both our inbox and phone lines get very busy at this time of year. Please have patience with us. Within the week, we try to respond to both phone and email messages within 24 hours at the very latest. Please don't leave multiple messages, as it can cause further delays.
If you make a mistake with an order or you no longer require it and you wish to cancel, please contact us ASAP. Please send an email with the subject heading CANCELLATION and we will do our best to cancel it before it’s shipped. Please note, whilst we can’t make any guarantees an order will be intercepted, we will do our very best to try.
Whether the order is for Christmas or not, our packing room staff work day and night to make sure all orders are shipped out as soon as possible. However, because of the high demand at this time of year, slight delays can be unavoidable. If you require an order for a specific date, a birthday for example, it’s highly recommended that you choose the courier upgrade option for the delivery. This prioritises both the order and the delivery and if there were to be any problems, it would show up on our radar straight away.