RETURN/EXCHANGE POLICY OCTAVE


Exchange Policy: Exchange only at any of our outlet(s) in UAE.
Return cost: Free return at any of our outlet(s) in UAE. AED 14.00 - if you use our return label.
Return/Exchange period: 14 days after receipt of your order
Process time: Refund processed within 4-5 working days from you return the parcel*
Original receipt and return note require for return and exchange of unworn OCTAVE item(s).


Exchange


If you have purchased an item through our online shop, you are welcome to exchange the item at any of our outlet(s) in UAE within 14 days after receipt of your order. Unfortunately, we do not offer online exchanges, but you always have the option to place a new order to get the right article.


Returns


If you have purchased an item through our online shop, you are welcome to return the item and we will arrange for a refund.

If you wish to return items bought online at one of our physical brand stores, please contact us or the store in question.

How to return an item with Hermes

  1. Call us our customer service line and advise to make arrangements for the return.
  2. Place the item back into the transparent plastic bag or shoe box in which it arrived.
  3. Write the 'reason for return' code on the outside of the transparent plastic bag.
  4. The return label with return note will be sent to your designated e-mail address.
  5. Place the item(s) and return note into the bag in which your delivery was originally sent.
  6. Remove the white strip from the bottom of the bag.
  7. Close the bag by folding 2-3 cm up from the bottom and carefully pressing the sealing together (no extra tape is needed). 
    Please note: If the bottom piece is folded higher than 2-3 cm from the bottom, the bag will not be sealed tightly.
  8. Stick the prepaid return label onto the bag (covering any existing postage label).
  9. We shall arrange a pick up of your return parcel by First Flight.
  10. Make sure to ask for a receipt as proof that you have returned the parcel.

Please contact our Customer Service for return note and a return label.


Wrong item received


If you received the wrong item, please place the item back into its packaging. Write the code '14' as the reason for return in the yellow field on the item’s packaging and send it to us within 7 days after receiving the order and we shall arrange to deliver right item(s) or arrange for the refund.


Complaints


If you have bought an item from our online shop that has a fault, you may file a complaint concerning errors and defects which have appeared within a few months from the date of purchase.

Return the item to us as described above and use the code '13' as your reason for return. Please contact Customer Service and we will provide you with new ones.If the complaint is valid we will refund the amount in question.

Refund

Once we have received your returned parcel, we will send you an email to confirm safe receipt. As soon as we have processed your return, we will issue a refund. If you used the prepaid return label, we will deduct the return shipping cost of AED 14.00 from the refund amount.

Refunds will be done only through the Original Mode of Payment.

*The money will appear in your bank account in 2-30 days. The time that it takes for the refund to be process is usually dependent upon your bank.

If you bring your receipt and return note, you are able to return and exchange unworn OCTAVE items in OCTAVE stores.

If you have any queries or need assistance, please contact Customer Service.

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