What can I do if an item is defective or damaged?Updated a month ago

We’re sorry if your item arrived defective or damaged. Please follow these steps so we can help you quickly:

1. Register the return in your customer account

   • Log in to your customer account.

   • Select the affected order and request a return with the reason “Defective/Damaged”.

   • Upload a photo of the defect or attach it to the request.

2. Receive your return label

   • Germany & Austria: You’ll receive a Hermes label, and the return is free of charge.

   • International (outside DE & AT): Please arrange and pay for return shipping yourself.

3. Pack & ship the item

   • Use the original packaging if possible.

   • Include a note with your order number.

4. Refund or replacement

   • Once we receive and inspect the item, we’ll issue your refund or send you a replacement if requested.

5. 🎉 Exchange Option for Defective Items:

   For defective items, you can also choose an exchange for a different size/color of the same product, if available. The exchange is at the originally paid price.