Hermes Customer Care: How to Reach the Right Team and Get Fast Results

“Hermes customer care” can mean two very different things depending on what you need: help with parcels in the UK (Evri, formerly Hermes), or support from Hermès, the French luxury house. This guide explains how to contact each, what to prepare, typical timelines, and smart escalation routes that save time.

Which “Hermes” Do You Need?

If your query is about a parcel delivery or a courier collection in the UK, you’re looking for Evri (rebranded from Hermes in March 2022). Evri handles home deliveries, ParcelShop drop‑offs, and locker collections. Their customer care is primarily online and routed via automated triage to the correct team.

If your question relates to Hermès products (leather goods, ready‑to‑wear, silk, watches, fragrances) or boutique services, you’re dealing with Hermès (accented “è”), founded in 1837 and headquartered in Paris. Their client advisors can assist with product availability, repairs, after‑sales service, and appointments.

Evri (formerly Hermes UK) Customer Care

How to Contact Evri

Start at the Help Centre: https://www.evri.com/help. Use the virtual assistant (Holly) with your tracking number to be routed to live chat or the correct webform. For tracking, go directly to https://www.evri.com/track and enter your 16‑character tracking code (or the retailer’s order number if supported). If you shipped as a private sender, log in to your account to view orders and open a case.

Evri does not maintain a public inbound phone line for parcel recipients; most issues are resolved via chat or form. Business account holders manage tickets within their portals. For ParcelShop queries (drop‑off/collection issues), use the Help Centre → ParcelShop & Locker path; you’ll be prompted for the ParcelShop ID and your tracking number.

Claims, Missing Parcels, and Legal Basics

If you are the parcel recipient, UK law places responsibility on the retailer until the goods are in your possession. Contact the retailer first for non‑delivery, late delivery with losses, or damage on arrival. The retailer will then work with Evri to investigate. If 14 calendar days have elapsed since the promised delivery date with no resolution, escalate with the retailer in writing and request a formal complaint reference.

If you are the sender (you booked the shipment with Evri), open a claim via your Evri account within the advertised window. Evri offers optional Parcel Cover (compensation) up to a stated limit (commonly up to £300) for eligible items; basic cover is typically low and some items are excluded. Upload proof of value and proof of posting. Investigation usually takes several working days; keep all packaging and take timestamped photos.

For consumer rights advice against a retailer in the UK, contact the Citizens Advice Consumer Service on 0808 223 1133 (freephone) with your order details, timeline, and written correspondence. For card purchases, consider your bank’s chargeback process if the retailer fails to act within reasonable time; for credit card transactions over £100, Section 75 may apply.

Addresses, Networks, and Practicalities

Evri operates a large out‑of‑home network across the UK (ParcelShops and lockers). When raising a ParcelShop issue, note the ParcelShop’s name, street address, date/time, and till receipt or QR code ID. Always keep the drop‑off receipt; it is your proof of handover.

The registered office for Evri (use for formal correspondence only; operational support is online) is: Capitol House, 1 Capitol Close, Morley, Leeds LS27 0WH, United Kingdom. Send recorded mail and include your tracking number, dates, and evidence. However, you will generally receive a faster outcome via the Help Centre workflow tied to your tracking ID.

Hermès (the Luxury House) Customer Care

How to Contact Hermès

Go to https://www.hermes.com and select your country. Use the “Contact Us” link in the footer to reach Client Services by webform, chat (where available), or phone numbers specific to your region. You can also book boutique appointments online for services such as leather care consultations or made‑to‑measure fittings.

For in‑person support, two frequently referenced flagships are:
– Hermès Faubourg Saint‑Honoré (historic flagship): 24 Rue du Faubourg Saint‑Honoré, 75008 Paris, France.
– Hermès Madison Avenue: 691 Madison Ave, New York, NY 10065, USA.
Boutiques can advise on stock availability, repairs intake, and after‑sales policies. Hours vary by location; check the “Stores” finder on hermes.com for current opening times and phone numbers.

Repairs, After‑Sales Service, and Timelines

Hermès handles repairs and refurbishment (for example, leather conditioning, re‑stitching, hardware assessment, scarf re‑hemming, watch servicing) through boutiques. Items are assessed in‑store and then routed to the appropriate workshop. Quotes are provided after inspection; timelines depend on complexity and workshop load. For many leather repairs, plan for several weeks; complex restorations can extend longer.

Bring your purchase proof if available (digital receipt or boutique receipt), but lack of proof does not automatically preclude service—assessment is based on the item and feasibility of repair. For watches, routine maintenance intervals are commonly in the 3–5 year range depending on use and model; water‑resistance checks should be done annually if the watch is exposed to water. Service centers will provide an estimate and expected turnaround before proceeding.

Product Availability, Orders, and Exchanges

Online and boutique inventories differ. Client Services can advise on when and where a product category might be available, but exact allocations change daily. For online orders placed on hermes.com, your order confirmation email includes your order number; have it ready when you call or write. Shipping costs, options, and delivery times are displayed at checkout and vary by country and service level.

Exchange and return policies are country‑specific and time‑bound (typically within a limited window in pristine, unworn condition with all tags and packaging). For fragrances and beauty, hygiene rules may apply; for personalized or made‑to‑order items, returns are generally not accepted. Always review the “Returns & Exchanges” policy on your country’s hermes.com site before sending anything back and obtain the RMA/return label from Client Services.

What to Prepare Before You Contact Customer Care

Having complete, verifiable information speeds up resolution and reduces back‑and‑forth. Capture clear photos and keep your paperwork together. For time‑sensitive issues (e.g., a delivery window or a boutique appointment), be concise and chronological in your first message.

• For Evri (parcels): 16‑character tracking number; sender/retailer name; order number; delivery address; dates/times; proof of value (invoice) and proof of postage/drop‑off; photos of packaging and damage; ParcelShop name/receipt or locker code.
• For Hermès (luxury): product type/model; color/size/material; serial/date code where applicable; proof of purchase (receipt or order confirmation); detailed description of the issue; clear photos (full item, close‑ups of concern); preferred boutique for drop‑off; your travel dates if timing is critical.

Quick, Reliable Links

Bookmark the official pages below to avoid third‑party sites and outdated phone numbers. Most resolutions start and finish faster when you use authenticated portals tied to your order or tracking ID.

• Evri Help Centre: https://www.evri.com/help
• Evri Tracking: https://www.evri.com/track
• Hermès official site: https://www.hermes.com (use “Contact Us” and “Stores” for country‑specific phone numbers, hours, and appointments)
• Citizens Advice Consumer Service (UK): 0808 223 1133

Bottom Line

Use Evri’s online Help Centre and tracking tools for parcel issues and keep receipts and photos ready; contact the retailer first if you are the recipient. For Hermès luxury products, start with hermes.com or your local boutique for assessments, quotes, and appointments, and bring complete documentation. Clear evidence and the right channel are the two biggest drivers of fast, successful outcomes with both organizations.

How do I complain to my Hermes?

In order to investigate your complaint we will need the following information:

1. Your name and account number.
2. A contact number and email or postal address.
3. A summary of the issue with relevant detail.
4. A copy of any emails/letters that relate to the complaint.
5. If applicable how you would like your complaint to be resolved.

Does Hermes offer refunds?

HERMÈS has sole discretion in determining whether the products purchased via the Website are in original condition when returned. Returning a product for exchange or refund is free of charge as long as you return the products to us via our carrier by using our system of pre-paid return labels.

How do I contact Hermes support?

1-800-441-4488
Please contact us as soon as possible by telephone at 1-800-441-4488 Monday through Friday from 9 am to 9 pm EST and Saturday from 10 am to 9 pm EST.

Do Hermes have a Customer Service?

To close your Hermes.com account, please contact our Customer Service by phone at 8008500824 (please refer to the operating hours displayed in the “Contact Us” section) or send us an email.