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Terms and Conditions

How Do These Delivery Services Work And What Do They Include?

Hermes Courier Service:

11.1         When you create an order with us, you will be offered the option of the Hermes Courier Service, the Royal Mail Send Service, the Hermes Parcelshop Send Service, or the ASDA toyou Send Service, depending on the Item(s) in your order.

11.2         When you complete your order on the Website and select the Hermes Courier Service you will be asked to provide a date and address for the courier to collect your Package. Where applicable, you will also be given the option to use our ‘Leave Safe Service’ where you can decide, at your sole discretion, to leave a Package at another place other than at your home address for collection by the courier so long as the place you choose is a neighbour of proximity to your home address or a secure location within the grounds of your home address such as a garden shed.

11.3         Please note that if you choose to leave the Package at an alternative address and use the ‘Leave Safe Service’ you do so at your own risk and we and the relevant courier shall have no liability if the Package is lost or stolen before collection by the courier.

11.4         Each Package that you send to us using the Hermes Courier Service must:

a. weigh no more than 20 kilograms.

b. not exceed dimensions of a maximum of 120cm for the largest single dimension (usually length) or a combined dimension of 225cm, calculated using the largest single dimension plus two times each of the other dimensions; and

c. have the Hermes Courier Service label that we have sent to you in your Pack & Send Guide attached and clearly visible.

11.5         We strongly recommend that you read and follow the ‘Packing Check List’ information provided in your Pack & Send Guide.

11.6         We and our selected carriers reserve the right to reject a Package at the relevant collection point if the Package does not comply with the requirements set out above and, in your Pack, & Send Guide.

11.7         The accuracy of the address details provided and the point of collection that you provide are your sole responsibility.

11.8         We will send you a reminder email, confirming collection the day before the collection is due to take place. The courier will attempt to collect the Package, from the address and at the date that you provide per condition 11.2.

11.9          If the Package is not made available for collection by the courier, the courier shall attempt to collect the Package two more times, on consecutive days. After these three (3) failed attempts to collect the Package, the courier will deliver a card of non-delivery to the address that you have provided and you will then need to contact our Customer Service team (per condition 23.4) to arrange an alternative time and date for collection.

11.10      We and our carriers shall endeavour to collect your Items on the collection date agreed; however, we and our carriers may from time to time be unable to collect your Package on the selected date. Please note that this date for collection is approximate only and so may be subject to change.

11.11      We and our carriers shall not be liable for any indirect or consequential loss or damage of any kind, including any loss of profits because of delayed collection from the agreed collection point.

11.12      You acknowledge that we are not the carrier and that we will use third party carriers to provide and fulfil this Delivery Service.

Hermes Parcelshop Send Service:

11.13      Our Hermes Parcelshop Send Service lets you drop off your Package at your local Hermes ParcelShop for free.

11.14      The Hermes Parcelshop Send Service includes collection from your local ParcelShop, transportation, and delivery to us of your Package by MyHermes or any other third-party carrier we specify from time to time.

11.15      Each Package that you send to us using the Hermes Parcelshop Send Service must:

a. weigh no more than 20 kilograms.

b. not exceed dimensions of a maximum of 120cm for the largest single dimension (usually length) or a combined dimension of 225cm, calculated using the largest single dimension plus two times each of the other dimensions.

c. have the Hermes Parcelshop Send Service label that we have sent to you in your Pack & Send Guide attached and clearly visible; and

d. have an individual barcode postage label. See 11.18 for further details.

11.16      We and MyHermes reserve the right to reject a Package at the relevant collection point if the Package does not comply with the requirements set out above and, in your Pack, & Send Guide.

11.17      You agree that we may at our absolute discretion fulfil the Hermes Parcelshop Send Service using MyHermes itself or by MyHermes’ employees, agents or sub-contractors.

11.18      For both the Hermes Parcelshop Send Service and the Hermes Courier Service you may send more than one Package. If you have more than one Package, you will need to print more than one Hermes Parcelshop Send Service or Hermes Courier Labels. For the Hermes Parcelshop Send Service, Sign In to your Account and go to “Order History” and click on the “Printer Icon” next to the relevant Order Number and you can print as many labels as you need. For both the Hermes Courier and Hermes Parcelshop Send Services, please ensure that each Package you send us has a label on it that is easy to read.

11.19      We do not recommend that you send Items to us in a padded envelope. You may use a padded envelope only if the Package weights less than 2kg (the equivalent of 10 CDs or DVDs). A padded envelope containing any more than this will be rejected. We always recommend that you use a box and follow the packing checklist in your Pack & Send Guide.

Royal Mail Send Service:

11.20     Our Royal Mail Send Service lets you drop off your Items at any Royal Mail Post Office, for free. You must pack your Items using the packing guide and postage labels in your Pack & Send Guide and drop them off at a Post Office.

11.21      Our Royal Mail Send Service is only available to customers who are selling Item(s) which fall within the size and weight restrictions detailed below and as set out in your Pack & Send Guide.

11.22      The Royal Mail Send Service includes collection from your local Post Office, transportation, and delivery to us of your Package by Royal Mail.

11.23      Each package that you send to us using the Royal Mail Send Service must:

a. weigh no more than 20 kilograms.

b. not exceed dimensions of 610mm in length, 460mm in height and 460mm in depth; and

c. have the Royal Mail Send Service QR Code that we have sent to you in your Pack & Send Guide ready to be scanned from a Royal Mail Post Office location.

11.24      We do not recommend that you send Items to us in a padded envelope. You may use a padded envelope only if the Package weights less than 2kg (the equivalent of 10 CDs or DVDs). A padded envelope containing any more than this will be rejected. We always recommend that you use a box and follow the packing guidelines in your Pack & Send Guide.

11.25      You agree that we may at our absolute discretion fulfil the Royal Mail Send Service using the Royal Mail itself or Royal Mail’s employees, agents, or sub-contractors.

SMARTDrop Kiosk:

11.26      Our SMARTDrop Kiosk lets you take your mobile Tech device to one of our kiosks located in one of our third-party retailers. If you choose this option, no packaging is required. You just take your device to the kiosk and scan the QR code sent to you in the order confirmation email.