If you ordered an item from Hermes.com, it may be very disappointing when you realize that it is lost. Even though the company goes out of their way to ensure that your orders reach you on time and in good condition, it is not always possible. The process of reporting your lost or missing item is simple but you must first familiarize yourself with the terms and conditions of Hermes.
Tracking Your Parcel
Hermes allows you to track your parcels until they reach you. Once you book your order, you will receive a tracking number with 16 digits. The sender should be able to give it to you if you are receiving a parcel. If a courier has already tried to deliver the parcel, you will receive a calling card with a number that you can use to track the parcel. The following are the different stages for tracking your lost or missing item.
1. Before Hermes Receives it
If Hermes has not yet received your parcel, you won't find any tracking information about your parcel. You will be able to track the information as soon as Hermes receives it.
2. Once they get it
Once Hermes receives your parcel, you can expect to reach you in three to five business days.
3. The Parcel On its Way
Once Hermes has your parcel, they will send it to you through any of their depots. You may receive it through your local courier.
4. With a Courier
When your local courier has your parcel, they will send you an email indicating the date of delivery and a time slot. They will also send you a link that you can use to track the progress of your parcel.
The courier will then start trying to send you the parcel. They can try up to three times. If they are unsuccessful, they will always leave a card informing you about the next time they will attempt to make a delivery. If you won't be available on the date of their next attempt, you can divert the parcel to a different point.
If the delivery is made to a parcel shop, you will get a message or email informing you of when the parcel is ready to collect.
5. Parcel is delivered
If your parcel has reached its location of delivery, the tracking information will show a photo and map of where it is delivered and the name of the person who signed the delivery.
What if My Parcel is Lost or Missing?
If you do not receive your parcel within the expected period of seven days, you have the right to report it. The expected time of delivery is usually set by the courier depending on the route they intend to take when making deliveries. You can also report to Hermes if your parcel arrives damaged.
To report a lost or missing parcel, you will be required to provide the tracking number of your parcel and the delivery postcode. If the parcel was damaged, you must provide clear photos showing the extent of the damage.
Your parcel may fail to be delivered if it contains non-compensation or prohibited items. Non-compensation items are usually delivered but you won't receive any compensation if they are damaged or lost. Prohibited items include; fragrances, explosives, batteries, and sharp instruments.
You can reach out to the customer service or customer relations team to have your issue investigated. Your complaint should include all details of your missing parcel. The team is available from 8.00 am to 6.00 pm every day from Monday to Saturday. Once they receive your complaints email, they will try to get back to you as soon as possible.