What is your refund policy?
You can return any unwanted items back to us, as long as they are in their original condition, with labels and tags attached, for a full refund or exchange, up to 30 days after receiving your order. The only exclusion to this is
- all swimwear where the hygiene strips have been removed.
What if I have a faulty product?
Should your item develop a manufacturer's fault within one year of purchase we will be more than happy to exchange or refund this in full. Simply contact us here, and we will be more than happy to look into this further for you.
Kept your item but still unhappy?
We have a 365 day, no quibble quality guarantee. Should you find that your product is not up to our usual standards, simply contact our friendly Customer Service team who will be more than happy to help you generate a return and process an exchange or create a one-time use discount code, up to the value originally paid, on any Animal product.
Standard wear and tear are included within this, although items that have been chewed by sharks or coated in surf wax one too many times won’t qualify.
Of course, should your item develop a manufacturer's fault in this time we will be more than happy to refund this in full.
Will I be refunded my delivery charge?
If your order is not delivered within the promised time scale, we will happily refund any delivery costs to you. Please contact us here quoting your order number and will investigate this for you.
How do I return?
Returns are FREE and we have several options for returning your item(s) to us. Please note that we do not do exchanges.
Always complete the Returns Form on your dispatch note. If you no longer have your Returns Form, contact us here to request a new one.
Package up your items (labels and tags intact) with this returns form in the bag your order came in, or a suitable alternative.
Return options to suit you
- Return through your local Hermes store in over 4,500 locations or arrange for collection on a specified day.
- No printer required, simply create a QR code by clicking here and follow the instructions.
- Your return will be processed in approximately 14 days.
- Please retain your receipt as proof of return.
How much do returns cost?
Returns are FREE and can be made via the following options:
I have a faulty product
Not up to our usual standards?
All our products come with a 12-month guarantee. If you feel your item is faulty or of a lower quality, the quickest way to get this resolved is to contact us here and we will be more than happy to look into this for you.
Please note our guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, neglect or wear and tear.
Do you exchange products?
Unfortunately, we are not currently offering exchanges back to our warehouse. Should you wish to amend the size or colour of your item, you can return your order back to us and reorder the new item.
What if my parcel gets lost on its way to you?
We strongly recommend that you use one of our secure and tracked delivery options for returns, and always get proof of postage. If you are worried about how long a return can take you can also bring your return to be processed in store.
Returns to the warehouse can take 7-10 days to be processed, therefore please wait 14 days before you contact us regarding a delayed or missing return. In case of any enquiries or issues, please contact us. You'll need to provide a copy of your proof of postage and clearly state which item/items have been returned. We will then be able to investigate with our warehouse.
I have been refunded the incorrect amount
We are sorry that your refund amount is incorrect, simply contact us with your order details and we will sort it out for you.
I’ve lost my dispatch note/ order invoice, can I still return my order?
Yes, if you no longer have your Returns Form, contact us here to request a new one.
Can't find what you're looking for?
We are keeping our online FAQ section up-to-date with all the latest Animal information. We’re sure you’ll find what you’re looking for, but if you can’t, you can contact us here.