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Damaged parcel or article


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My item is defective

If your article has arrived defective or breaks during the warranty period, please contact us before preparing the item to return it, or before sending it back. In many cases, we only need a couple of photographs from the item.

Contact us (Order issues >> My article is defective), and attach the following photos:

  • a photo of the full article
  • a photo of the defect (if this is visible)
  • a photo of the label: if they are sneakers, the label will be inside, on the tongue or on the side. If it's clothing, it should be inside the item, usually along with the washing instructions. In clothing it is usually a combination of numbers and letters.

Once we receive the email and the photographs, we will tell you how to proceed to resolve this issue as soon as possible.



My parcel has arrived damaged

If your parcel has arrived damaged, whether the box or the contents, we need to be notified as soon as possible, so that we can submit a damage report with Hermes.

  • Open damage (outer packaging damaged) must be reported directly upon delivery, but no later than 24 hours later. Please provide an exact description of the situation as well as photos.
  • Hidden damage (outer packaging undamaged, item damaged / missing) must be reported within 7 days of delivery. In this case, too, please provide an exact description of the situation as well as photos.

It is therefore important that customers contact us as soon as possible. If damage reports are submitted outside of the deadline, our customer service will refuse to process or reimburse them.

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