Delivery & Returns

Where

We can deliver to your home, your office, to a friend, relative or next door neighbour. If you're ordering online you can set up an alternative delivery address. If you're ordering by post just write on the coupon "Please deliver to" and the alternative name, address and post code. If you're ordering on the phone just let one of our advisors know and they will take the details from you. We have the right to refuse to deliver to a 3rd party address.

If you order online and select standard delivery, you may see Royal Mail, Fedex and myHermes ParcelShop as a delivery options. Parcelshops could be convenience stores, petrol stations or any local shops (such as Spar, Londis or Petrol Stations) who have signed up with Hermes to offer this service. The ParcelShop accepts the delivery of a parcel for you and holds it until you are ready to collect it.

When

You can choose how quickly you would like to receive your items and before you commit to purchase, we'll let you know the delivery charge when you place your order. We add the charge to each order you place, even if you place multiple orders in one day and receive your items in the same parcel. The delivery times below are based on the assumption that the items are in stock. Larger items like heavy machinery, power tools and personalised items or items marked with an asterisk * in the catalogue which are sent directly by the supplier could take longer to arrive. They will require a valid daytime contact telephone number to enable delivery.

Standard Delivery

We aim to deliver your items in 3-5 days. If you order online or on the phone you may be offered Next Day or Nominated Day delivery. These options are only available if you live in an area covered by our courier and they have availability.

Next Day Delivery

We are able to offer Next Day Delivery on orders placed up to 4pm in certain areas depending on the items you are ordering and your selected delivery location. The order cut-off time is calculated for you when you enter the checkout if you are ordering online, or if you are ordering over the phone just ask the advisor to confirm the details. If you order on Saturday or before noon on Sunday you'll receive your delivery on Monday. If you order after the cut off you'll receive the delivery a day later. Orders placed on a Bank Holiday will generally be delivered on Tuesday.

Nominated Delivery

This allows you to choose a day and a preferred time slot for your delivery. You can choose either Morning (up to 1pm) or Afternoon delivery. We'll make every effort to deliver in the timeslots but we cannot guarantee that we will do so.

Whilst we make every effort to deliver goods on the day we specify we cannot guarantee delivery on that day or accept any liability for out of pocket expenses, costs, losses or any other expenses due to failed or late delivery.

Supplementary delivery charges - Expensive or larger items may cost more to deliver. These items have the symbol with the price for delivery in it.

Out of stock items - If you order an item and it isn't in stock we may send you your second choice item or a carefully selected alternative of equivalent quality and price.

Missing items - In most cases, orders you place will appear on your account, if you haven't received an item that appears on it please let us know as soon as possible. We'll assume that you've received an item unless you tell us within 56 days of the original order date.

Returns

Before returning any item please read about Returns in the "Your right of return or cancellation" section.

Please complete the returns part of the advice note that came with your order. This helps us understand why you are returning the item and helps us get your refund to you quickly.

If the item was part of a special promotion (like buy one get one free), please send all of the items in the deal back. If you don't, we might not be able to give you a full refund.

Please do not send any payments with your returned goods.

By Courier - The courier that made your delivery can also collect from you. You can arrange collection by calling them directly, visiting our website or by calling us.

myHermes ParcelShop

This is a really convenient way to return your items as the parcel shops are open early in the morning and late at night. You can find out where your nearest one is at www.myhermes.co.uk/parcelshops. You'll need to use the myHermes Parcel Shop address label on your advice note.

Post Office

Post Office - you can return your parcel to us at any Post Office providing you use the Royal Mail returns label.

Your right of return or cancellation

We're sure you'll be satisfied with all of our products, but, in the unlikely event you're not, you can cancel an order or return any item as explained here.

You can cancel your order or return an item* for any reason from the time you place the order up to and including the fourteenth day after the day of delivery of the item. If you wish to cancel your order you will need to tell us within this 14 day period. You may use our cancellation form if you wish. You should take care of the item as we may not be able to give you a full refund if the value of the item is reduced as a result of your actions. Please return it to us as soon as possible after giving notice of cancellation (and in any event within the next 14 days). If you return all the items in an order we will refund the cost of the returned items plus the delivery charge (excluding any additional charges for nominated or next day delivery) however, where the return is made via our courier or through a Hermes ParcelShop we will charge you a return fee which will be deducted from your refund. The return fee will not exceed the original delivery charge. If you return the item by any other means this will be entirely at your cost.

If, at our sole discretion, we decide to accept a return received outside of this returns period, we reserve the right to make a charge to cover our costs in processing the late return - currently this charge is £3.00 per item.

*PLEASE NOTE - Orders for the following items cannot be cancelled or returned unless faulty; bespoke and customised or personalised items, items which have been sealed for health or hygiene reasons once unsealed, and sealed audio, video and software recordings once unsealed.

Faulty Items

If anything you order from us fails prematurely due to either defective workmanship or materials we will happily offer you a repair, replacement or full or partial refund. Please contact us to arrange for the return of defective items.