Customer Service

Deliveries

1. Standard delivery

within 10 working days Hermes courier, £4.00

2. Express delivery

48- hour express delivery UPS carrier, £9.50

3. Delivery to a pick-up point

48 hours, £6.95

Courier delivery

• I have not received my order yet, what should I do?

  If you did not receive your order within expected time, check the delivery status in the "Follow your order/return".

• How much does delivery cost?

  The cost of express delivery is £9.50, whilst standard delivery costs £4.00. You get free delivery for any order over £50. Any shipping costs paid upon checkout already include import duties, and there are no additional fees to pay to receive your parcel.

• Who delivers my order?

  If you select express delivery, your order will be delivered by UPS. If you select standard delivery, Hermes will take charge of the delivery. In the shipping confirmation email you will find the link to track your package.

• Do I need to pay additional import duties?

  No, shipping costs paid upon checkout already include import duties and there are no additional fees to pay to receive your parcel. If you pay extra import duties, please keep your proof of payment and contact Customer Service for assistance.

• What is the delivery time for my online order?

  Standard shipment to your delivery address with Hermes is guaranteed within 10 working days for all orders placed before 2 pm Monday through Friday. All orders placed after this time will leave our warehouse the following working day. Express shipment to your delivery address with UPS for all orders placed before 12 AM (Italian time) will be delivered within 48 hours. Any orders made after that time will leave our warehouses on the next business day. You get free standard delivery for any order over 50£. We also inform you that during some special events (Sales, Black Friday, Cyber Monday, etc.) the processing of your order may be slightly delayed, despite our continuous efforts to comply with the established deadlines.

• Can I place an order online and ship it to another country?

  Yes, it is possible to place an order online and ship it to a country other than yours. To do this, you should first select the desired destination country from the menu you will find in the footer of our site. We remind you that billing address and shipping address may refer to different countries, but also that in the country where you would like to deliver your parcel, prices and commercial conditions may be different.

• Can I choose the date and time of delivery?

  No, make sure that someone is present at the chosen delivery address.

• Can I have my order delivered to a UPS Access Point ™?

  You can select a UPS Access Point ™ of your choice in the checkout before proceeding with the payment and pick up your order at a convenient time. You will receive a confirmation email as soon as your order has been delivered to the selected UPS Access Point ™. When collecting the parcel, please remember to bring along an official identification document in case it is required by the UPS Access Point™ staff.

• What is the delivery time to UPS Access Points ™?

  Order before 12:00 (noon) CET and your order will be delivered at your chosen address within 48 hours. During the holiday period (national holidays, Christmas, etc.) or during the sales periods, the preparation and delivery time of orders may be slightly longer than the period indicated on the website. You can pick up the package at the time that suits you best.

• I didn't collect my order from the UPS Access Point™ on time. How can I receive a refund?

  If you do not collect the parcel within 10 days, it will be returned to sender. You will receive an email informing you of the refund via the same payment method used when placing the order. The time it takes to see the refund appear in your account may depend on your credit or debit card company.