If you've ordered or sent something and it's being delivered by myHermes, what can you do if the parcel doesn’t arrive. Or worse, what if you’re told it was delivered when it most definitely wasn’t?
Here’s how to contact Hermes and get a person on the end of the line.
Before you go any further, note that if your parcel was outsourced to Hermes from another provider - such as Packlink, which is used for a lot of ebay deliveries - you'll need to contact Packlink or whoever you actually paid for the service. You should have both a reference number for Hermes as well as the company that arranged the delivery.
Using the Hermes website
The first port of call should be the Hermes website. Here you’ll see the option to Track at the top of the page. Click this and you’ll be able to enter the parcel number (which should be in the email telling you the parcel is on its way).
If all goes well, this will then tell you where the package currently resides and how long it should be until it arrives.
If this doesn’t answer your query, you can talk to Holly, Hermes’ digital chat assistant on the Contact Us page. This is an automated service, so you won’t get to speak to a real person (sorry Holly), but it can still give you details about missing parcels or phantom deliveries.
Just click the Get in touch button to begin a conversation with the digital assistant, but remember you’ll need your parcel number to hand.
Contacting the Hermes customer service line
Sometimes you just want to speak to someone to explain the situation, which isn’t always satisfied via a chat bot or email. Maybe you sent a parcel and the person receiving it says it hasn't arrived and the tracking shows it simply hasn't moved anywhere for days and days.
This is undoubtedly where you started searching on Hermes website (or Google) to try and figure out how to speak to a human about it.
The company is pretty cagey about giving out its customer service helpdesk phone number, which we think is a bad way for it to conduct its business, but the number you need is 0330 808 5456.
Initially the call is handled by an automated system, but you should get the option to talk to someone during the process.
The number is listed on the Hermes site for those sending parcels rather than receiving them, but at least it gets you through to the company itself and hopefully you can talk your way to the relevant department from there.
Hermes states that the number operates between 8am-6pm Monday to Saturday.
You’ll find more details on the Hermes ‘Before you get in touch’ page.
Other ways to contact Hermes
If you’re having no joy with any of the options above, you can always try emailing the company or posting public messages on its social media channels.
Here’s the contact details to use:
Email: [email protected]