Your FAQ's ... answered!
Top 5 most frequently asked questions
1) How does the Multiple Address Upload Facility work for eBay, Amazon or CSV files?
We have created step by step videos and written guides explaining how the process works for each format. Click the links below to view the videos and pdf's.
PDF Guides Templates Video Guides
2) Do I need a printer?
Yes, you will need a printer to print off your labels. Without the correct bar-coded label we will be unable to collect & deliver your parcels.
3) Can I send fragile items?
Yes, but items such as glassware, antiques & pottery are excluded from all compensation cover and are sent at your own risk. A full list of exempt items can be found here.
4) What is the maximum size and/or weight of each individual parcel?
Parcels that weigh more than 15 kilo's per parcel.
We can carry parcels that weigh up to 15 kilo's each, up to 120 cm in length. If you add the two shortest dimensions and multiply them by two and then add the length, the total calculation needs to be fewer than 225 cm.
5) Should the recipient sign for a parcel if it appears to be damaged?
Yes. The recipient should not refuse delivery, but should contact the sender in the event of the parcel being damaged. myHermes is only available to consider claims for loss or damage from the shipper. For more information please read our Terms and Conditions.
We have created step by step videos and written guides explaining how the process works for each format. Click the links below to view the videos and pdf's.
PDF Guides Templates Video Guides
2) Do I need a printer?
Yes, you will need a printer to print off your labels. Without the correct bar-coded label we will be unable to collect & deliver your parcels.
3) Can I send fragile items?
Yes, but items such as glassware, antiques & pottery are excluded from all compensation cover and are sent at your own risk. A full list of exempt items can be found here.
4) What is the maximum size and/or weight of each individual parcel?
Parcels that weigh more than 15 kilo's per parcel.
We can carry parcels that weigh up to 15 kilo's each, up to 120 cm in length. If you add the two shortest dimensions and multiply them by two and then add the length, the total calculation needs to be fewer than 225 cm.
5) Should the recipient sign for a parcel if it appears to be damaged?
Yes. The recipient should not refuse delivery, but should contact the sender in the event of the parcel being damaged. myHermes is only available to consider claims for loss or damage from the shipper. For more information please read our Terms and Conditions.
Quick links to detailed answers:
Booking a collection
Packaging
Collection
Delivery & Tracking
Compensation & Damaged Items
Booking a collection
Why do I need to register?
By registering, you give us the opportunity to offer our best possible service to you. It will also help by reducing time for you on future visits, and is also helpful when using the payment processing system. Additionally it enables us to communicate effectively with you.
Can I order on the telephone?
No, so that we can offer you the best possible prices you can only order online. However, if you are despatching more than 15 parcels on one day you will need to contact us to discuss the collection.
How do I pay?
You can use all major credit & debit cards, as well as PayPal.
Can I send an item abroad?
No, we do not currently offer deliveries outside of England, Scotland, Wales & Northern Ireland. However, this may change in future.
Can I send an item to the Channel Islands?
No, we do not currently offer deliveries outside of England, Scotland, Wales & Northern Ireland. However, this may change in future.
Do you offer discounts?
Discounts are occasionally offered – keep your eyes peeled for special offer promotions and discount codes.
Can I have a credit account with you?
If you are going to be despatching a high number of parcels on a regular basis then please contact us for more information.
Why do I need a printer?
You will need a printer to print off your labels. Without the correct bar-coded label we will be unable to collect & deliver your parcels.
I have several parcels going to the same address - is this one charge?
No. We do not offer a consignment rate so you will be charged for each individual parcel.
What if I am not sure of the weight of my parcel?
Please try to be as accurate as possible. If you do not have scales at home, try to use household objects as a guide. For example, a bag of sugar weighs 1kg, a kettle full of water weighs approximately 3kg.
Why have I not received a confirmation email?
Check your email spam filters have not moved the email into a Spam or Deleted folder. To avoid this happening in future, add orders@myhermes.co.uk to your email recipient or ‘Safe’ list. Additionally, please check that the email address registered on your myHermes account is your correct email address.
How do I cancel a collection that I have ordered?
If it is before 20:00 on the same day that you have paid for your order then simply log into your account to cancel or amend the shipment, however if it is after 20:00 then please contact us .
The postcode I am entering cannot be found?
We use the most up to date Postcode Address Files, so if the post code is not found please check it and try again. Please note that new housing estates in particular do take some time to appear on the Postcode file. Additionally, though we cover the vast majority of the country we do not cover some areas. If you are requiring collections from a business address then please contact us for further information.
I am having problems registering on your website
Please use contact us and we will endeavour to help you.
How do I change the weight of a parcel that I have already paid for?
If it is before 20:00 on the same day that you have paid for your order then simply log into your account to cancel the shipment, however if it is after 20:00 then please contact us .
Can you collect a parcel from a business address?
Please contact us for further information regarding collections from business or commercial addresses.
Can I have a VAT receipt?
On completion of your order we will send you an email confirmation. This email contains all the necessary information for your VAT records. We are unable to send duplicate receipts, so it is important that you keep this for your records.
Why do I not receive an order confirmation email?
Emails can be filtered out as suspected spam. The filtering may be performed by your ISP or by your email client/security software. You should set a rule to always allow (whitelist) mail from myhermes@myhermes.co.uk.
Packaging
Does my parcel need to be boxed?
We ask that all parcels are safe, secure and robust with a label that is clearly visible. Please read packaging advice for more information.
Do you supply packaging materials?
No, however we hope to offer this facility in the future.
What is the maximum size and/or weight of each individual parcel?
The maximum weight of each individual parcel is 15kg, and the maximum length is 1.2m. Please see the calculation tool for more information.
Do you have a minimum size and/or weight of a parcel?
Your parcel must be at least A5 size (21cm x 15cm) on one side to accommodate the barcoded label. If it is not, we will not be able to accept your parcel.
Can I tie parcels together?
No. All parcels must be shipped and labelled separately.
Can I send fragile items?
Yes, but items such as glassware, antiques & pottery are excluded from all compensation cover and are sent at your own risk. A full list of exempt items can be found here .
Can I send anything with you?
There are some items we cannot carry. A full list of prohibited items can be found here .
We ask that all parcels are safe, secure and robust with a label that is clearly visible. Please read packaging advice for more information.
Do you supply packaging materials?
No, however we hope to offer this facility in the future.
What is the maximum size and/or weight of each individual parcel?
The maximum weight of each individual parcel is 15kg, and the maximum length is 1.2m. Please see the calculation tool for more information.
Do you have a minimum size and/or weight of a parcel?
Your parcel must be at least A5 size (21cm x 15cm) on one side to accommodate the barcoded label. If it is not, we will not be able to accept your parcel.
Can I tie parcels together?
No. All parcels must be shipped and labelled separately.
Can I send fragile items?
Yes, but items such as glassware, antiques & pottery are excluded from all compensation cover and are sent at your own risk. A full list of exempt items can be found here .
Can I send anything with you?
There are some items we cannot carry. A full list of prohibited items can be found here .
Collection
How is the parcel collected?
The parcel will be collected by one of our extensive network of couriers.
Do I have to be in when the parcel is collected?
No, you can leave your parcel in a safe place or with a neighbour ready for collection as long as we are informed of the location on your order. Please note that parcels in a safe place are left at your own risk as we cannot be held responsible for them until collection.
Can I specify a morning / afternoon collection?
Not at this time, though we are hoping that this option becomes available in the future.
What if I miss the scheduled collection?
If you are not present when the courier calls then the courier will leave a card. On the reverse of the card will be the couriers contact details which you should use to re-arrange the collection. If you have any problems please contact us .
It's 5pm and my parcel still hasn't been collected.
Our couriers may collect at any time up until 20:00.
What if my parcel isn't collected on the scheduled collection day?
If the collection does not happen on the scheduled day please contact us who will rearrange the collection for you.
Will the courier leave anything when they collect the parcel?
The courier will leave a card when they collect the parcel. This card will have on it a barcode which is your receipt for the collection. Please note that the barcode cannot be used for tracking purposes – please use the barcode on the parcel label for tracking.
The parcel will be collected by one of our extensive network of couriers.
Do I have to be in when the parcel is collected?
No, you can leave your parcel in a safe place or with a neighbour ready for collection as long as we are informed of the location on your order. Please note that parcels in a safe place are left at your own risk as we cannot be held responsible for them until collection.
Can I specify a morning / afternoon collection?
Not at this time, though we are hoping that this option becomes available in the future.
What if I miss the scheduled collection?
If you are not present when the courier calls then the courier will leave a card. On the reverse of the card will be the couriers contact details which you should use to re-arrange the collection. If you have any problems please contact us .
It's 5pm and my parcel still hasn't been collected.
Our couriers may collect at any time up until 20:00.
What if my parcel isn't collected on the scheduled collection day?
If the collection does not happen on the scheduled day please contact us who will rearrange the collection for you.
Will the courier leave anything when they collect the parcel?
The courier will leave a card when they collect the parcel. This card will have on it a barcode which is your receipt for the collection. Please note that the barcode cannot be used for tracking purposes – please use the barcode on the parcel label for tracking.
Delivery & Tracking
How long will delivery take?
Delivery should take from 3-5 days from the date of collection, however outlying areas such as the Highlands & Islands of Scotland, the IOM & IOW may take slightly longer. Please allow 7 working days from the date of collection before querying a delivery.
Can I specify a delivery day?
Not at this time, though we are hoping that this option becomes available in the future.
Do you deliver on Saturdays?
Yes, the majority of our couriers will deliver on Saturdays, however you cannot specify a Saturday delivery.
Does the recipient need to be in?
If you have selected the signature option then the recipient’s address will need to be occupied and a signature provided. On our standard service we reserve the right to deliver to a safe place or a neighbour. If we deliver to a safe place or a neighbour then the courier will put a card through the recipient’s letterbox detailing the location of the parcel.
How do I track my parcel?
You can track the parcel under My Shipment and the homepage. The recipient, as long as they have the parcel reference number (the 16 digit barcode printed on the label) & know their postcode, can also track the parcel on www.myhermes.co.uk.
Should the recipient sign for a parcel if it appears to be damaged?
Yes. The recipient should not refuse delivery, but should contact the sender in the event of the parcel being damaged. myHermes is only available to consider claims for loss or damage from the shipper. For more information please read our Terms and Conditions .
It has been 7 days since my parcel was collected and it hasn't been delivered.
Please contact us and we will endeavour to find the reason for the delay.
Delivery should take from 3-5 days from the date of collection, however outlying areas such as the Highlands & Islands of Scotland, the IOM & IOW may take slightly longer. Please allow 7 working days from the date of collection before querying a delivery.
Can I specify a delivery day?
Not at this time, though we are hoping that this option becomes available in the future.
Do you deliver on Saturdays?
Yes, the majority of our couriers will deliver on Saturdays, however you cannot specify a Saturday delivery.
Does the recipient need to be in?
If you have selected the signature option then the recipient’s address will need to be occupied and a signature provided. On our standard service we reserve the right to deliver to a safe place or a neighbour. If we deliver to a safe place or a neighbour then the courier will put a card through the recipient’s letterbox detailing the location of the parcel.
How do I track my parcel?
You can track the parcel under My Shipment and the homepage. The recipient, as long as they have the parcel reference number (the 16 digit barcode printed on the label) & know their postcode, can also track the parcel on www.myhermes.co.uk.
Should the recipient sign for a parcel if it appears to be damaged?
Yes. The recipient should not refuse delivery, but should contact the sender in the event of the parcel being damaged. myHermes is only available to consider claims for loss or damage from the shipper. For more information please read our Terms and Conditions .
It has been 7 days since my parcel was collected and it hasn't been delivered.
Please contact us and we will endeavour to find the reason for the delay.
Compensation & Damaged Items
How much compensation is offered?
We offer standard compensation to a maximum of £25, including the cost of delivery. You can however pay extra for enhanced compensation. Where the cost of any parcel exceeds the compensation level selected, we will only pay up to the compensation level (e.g. parcel value £40, but £25 selected - £25 compensation paid including the cost of delivery).
Do I get compensation for late delivery?
No, we offer a standard 3-5 working day service however delivery to outlying areas such as the Highlands & Islands of Scotland, IOM & IOW may take slightly longer. Please allow 7 working days from date of collection before querying a delivery.
How do I make a claim?
All claims must be initiated by the sender. We cannot answer queries from a recipient, as we have no legal contract with them. In the event of a compensation claim please contact us .
When can I make a claim?
Please allow 7 working days from collection before making any queries. All claims must be submitted within 28 days of collection.
How long will it take to process my claim?
We aim to complete all claims within 4 weeks from receipt. We will keep you informed during the process.
We offer standard compensation to a maximum of £25, including the cost of delivery. You can however pay extra for enhanced compensation. Where the cost of any parcel exceeds the compensation level selected, we will only pay up to the compensation level (e.g. parcel value £40, but £25 selected - £25 compensation paid including the cost of delivery).
Do I get compensation for late delivery?
No, we offer a standard 3-5 working day service however delivery to outlying areas such as the Highlands & Islands of Scotland, IOM & IOW may take slightly longer. Please allow 7 working days from date of collection before querying a delivery.
How do I make a claim?
All claims must be initiated by the sender. We cannot answer queries from a recipient, as we have no legal contract with them. In the event of a compensation claim please contact us .
When can I make a claim?
Please allow 7 working days from collection before making any queries. All claims must be submitted within 28 days of collection.
How long will it take to process my claim?
We aim to complete all claims within 4 weeks from receipt. We will keep you informed during the process.
