Deliveries & Returns Section
The following Terms and Conditions relate only to new customers registering online. If you are an existing customer, please sign in to view the Terms & Conditions that relate to your own account.
We have a range of delivery options to suit you - just tell us where and when you want your items and we'll do our very best to get them to you.
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 myHermes ParcelShop as a delivery option. Parcelshops could be convenience stores, petrol stations or any local shops (such as Spar, Londis or a 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.
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 furniture, televisions 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.
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 8pm 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.
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.
We are able to offer Next Day and Nominated Delivery on a Sunday on orders placed up to 12pm on Saturday in certain areas, depending on the items you are ordering and your selected delivery location. You can choose a preferred time slot either morning (up to 1pm) or afternoon. 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. We'll make every effort to deliver in the timeslots but we cannot guarantee that we will do so.
Direct Express Delivery
If you order online we may be able to offer this service for items sent directly to you from our supplier. If you select this option the supplier will aim to deliver your items within 2-3 working days if you order before 5pm. If you order after this time delivery will be 3-4 working days.
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 next statement, 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.
Before returning any item please read about Returns in the "Your Rights" 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 don't send any payments with your returned goods.
If you want to order a replacement or exchange item, simply fill in the details on the order form attached to the advice note, order from our website or call our orderline. Please only use one of these methods though, or you might receive more than one replacement!
There are 3 recommended ways to return your parcel to us, but whichever way you choose, it's essential that you get a receipt or proof of postage. If you don't have this and your parcel goes missing, we won't be able to refund your account.
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 our enquiry line and selecting option 1.
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 - you can return your parcel to us at any Post Office providing you use the Royal Mail returns label
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