What is the availability status of items on the site?
All items for sale on the FlosFlos.com e-boutique are available. If you wish to order a significant number of a particular item, please contact our Customer Service department by telephone or email.
What do I need for optimum browsing when visiting FloFlos.com?
To make your experience at FlosFloss.com as pleasant as possible, we recommend using the latest generation of your browser. If you access our website using an older version, we cannot guarantee that all of its features will function properly. Please note that your browser must accept cookies and be SSL compatible with standard browsing mode enabled. FlosFlos.com does not support private browsing mode at this time.
How accurate is color display on the Internet?
Each product is photographed with precise attention to detail, and the colors shown should accurately depict each product. However, it is possible that colors may vary slightly from one screen to another due to monitor display settings.
Please contact our Customer Service department by telephone at 800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, or by email under the “Contact us” section.
Please contact our Customer Service department as soon as possible by telephone at 800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, or by email under the “Contact us” section.
You may experience a few minutes delay after you have placed your order and before you receive the order summary. You should also check your “Spam” inbox, as the message may have been delivered there depending on your email settings. If you still have not received an email, please contact Customer Service. They will verify that the order has been successfully placed and will correct your email address if necessary.
How much is the delivery?
Enjoy complimentary ground shipping on all orders, excluding the ‘Le Flâneur’ bicycle.
You will be asked to select the shipment method you would prefer as part of the order procedure.
Delivery costs depend on the value of your order and the delivery service you select:
For an order value <$200, Express 2 days service will cost $25.00, Standard Overnight service will cost $30.00, Priority Overnight service will cost $40.00, Saturday Delivery service will cost $45.00.
For an order value between $200 and $400, Express 2 days service will cost $30.00, Standard Overnight service will cost $35.00, Priority Overnight service will cost $45.00, Saturday Delivery service will cost $50.00.
For an order value between $400 and $700, Express 2 days service will cost $35.00, Standard Overnight service will cost $40.00, Priority Overnight service will cost $50.00, Saturday Delivery service will cost $55.00.
For an order value between $700 and $1000, Express 2 days service will cost $40.00, Standard Overnight service will cost $45.00, Priority Overnight service will cost $55.00, Saturday Delivery service will cost $60.00.
For an order value >$1000, Express 2 days service will cost $45.00, Standard Overnight service will cost $50.00, Priority Overnight service will cost $60.00, Saturday Delivery service will cost $65.00.
Out of Delivery Area surcharges may apply.
For delivery to Alaska or Hawaii, you will be invoiced a supplement of $10.
For furniture, a transportation fee of 6% of the retail subtotal of the order, excluding sales tax, and not to exceed $5,000, will be charged when your Product is ready to ship. For the bicycle « Le Flâneur », a delivery fee of $250 will be charged upon shipment of your order.”
How long will delivery take?
Ground: allow between one to seven business days between the date of your order and your date of delivery.
2-Day: your order must reach us before 2 p.m. (Eastern Standard Time). It will be delivered within two business days.
Overnight: your order must reach us before 2 p.m. (Eastern Standard Time). It will be delivered the following business day. This option is not available for addresses in Hawaii and Alaska. If you are not sure of your zip code, please contact our customer service at 800 441 4488 from Monday to Friday, 9 a.m. to 6 p.m, Thursday from 9 a.m. to 7 p.m, and Saturday from 10 a.m. to 6 p.m (Eastern Time), we will be happy to assist you.
Priority Overnight: if your order is placed before 2 p.m. (Eastern Time), it will be delivered the following business day by 10 a.m. to most areas and by 2 p.m. to extended areas.
Saturday Delivery: if your order is placed between Thursday at 2:01 p.m. and Friday 1:59 p.m. (Eastern Time), it will be delivered on Saturday by 10 a.m. to most areas and by 2 p.m. to extended areas.
In Store Pickup: if your order is placed before 2p.m. (Eastern Time), it will ship the same day via FedEx Ground service, from our warehouse in New Jersey. Transit may take one to seven business days.
How do I track delivery of my order?
To track your order, click the “your account” link located at the top right of the Hermes.com website. Log in, then use the menu to track your order. If necessary, please feel free to contact our Customer Service department by telephone at 800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, or by email under the “Contact us” section.
Where does FlosFlos.com deliver?
Goods purchased via this Website may only be delivered within United States. Any delivery address located outside of United States will be refused during the ordering procedure. Hermes.com will not process any order for which a post office box is provided.
Could you deliver to a PO box?
Predominantly for security reasons, Hermes.com will not process any order for which a P.O. box address has been provided.
Can I have my package delivered to my mailbox?
For security reasons, all Hermes.com packages are personally delivered to their recipients. No package can be dropped off at a mailbox.
Is a signature required for delivery of my order?
A signature is required upon receipt of your package. FedEx only accepts the personal signature of the recipient.
I am on a business trip. Can you deliver to my hotel?
We can indeed deliver to your hotel. Please provide the name and address of your hotel, as well as the dates that you will be staying there, in the “comments” area when you place your order so that our Customer Service can have your package delivered within the given time frame. If we are unable to deliver within this time frame, we will contact you to give you prior notice.
Which means of payment are accepted by FlosFlos.com?
You can only pay for your purchases with a credit or charge card: MasterCard®, Visa®, American Express®. Diners Club®, CarteBlanche®, JCB®, Discover® and China Union Pay®. You should enter your credit card or charge card number, its expiry date and its card verification number on the relevant page. Payment via Paypal® is accepted.
Is my payment secure?
All the transactions made on the Hermes.com website are secure. The padlock symbol next to the address bar of the page beginning with “https” indicates that you are in a secure setting. HERMÈS INTERNATIONAL has also established specific security measures to protect your personal information from non-authorized access and use. However, you should never consider the transmission of data by Internet to be 100% secure. Any information that you make available online can potentially be recuperated and used by third parties.
Do you accept international credit cards?
We accept international credit cards; however, when placing your order, you must enter the international billing address that is linked to your credit card.
Can I place an order using a bank card that is not my own?
Yes, in this case please indicate the billing address associated with the card.
When will my credit card be debited?
Cards and other payment methods are not debited until an order has been accepted and sent. However, it is possible that your credit card or other payment method may indicate a reserve amount as soon as the order is placed.
What is the security code on my payment card?
A unique code made up of 3 or 4 digits secures remote sale transactions.
This code can be found:- on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).- or on front, above your card number. It is made up of 4 digits (American Express, for example).
Returns and exchanges
How do I return or exchange an item ordered via FlosFlos.com?
Your order will be accepted for refund or exchange if returned in original condition and packaging, within thirty (30) days from the delivery date. The returned item(s) must be accompanied by the original receipt or a copy in the case of a partial return.
Returning a product for exchange or refund is complimentary. In order to do this, you must return the articles via FedEx® using our system of pre-paid return labels.
If you wish to return an item received as a gift, you may exchange it for an item(s) of equal value. Please contact our Customer Service Department who will send you the pre-paid return label by email.
The following conditions apply to fragrance returns:
- – the product must not be open and must be returned in its original packaging (with transparent film);
- – when returning products that may have been damaged during delivery, the client must ensure that the bottle is still hermetically sealed (if this is not the case, contact the Customer Service Department).
Products may also be exchanged or returned for a store credit at any Hermès store in the United States within thirty (30) calendar days from the date of delivery. Hermès stores do not offer refunds on any goods purchased on Hermes.com. You will find the list of Hermès stores by clicking on Find a store or listed on the back of the invoice.
Connect to your account and select “return or exchange items” in the selection “your orders”.
Following the instructions will allow you:
- – to choose the articles to return as well as the reason for the return;
- – to choose your delivery method (drop-off at a FedEx® location or collection of the package at your home by appointment);
- – to download and print your pre-paid return label.
If you are unable or do not wish to use the pre-paid label service, please contact the Customer Service Department to obtain authorization for your return. You can then return your package by a carrier of your choice to the following address:
Attn: Internet Returns and Exchanges
101 Herrod Boulevard
New Jersey, 08810
In this case, it is your responsibility to obtain proof that the goods have been returned, and to return the goods by a registered carrier of your choice, which gives proof of posting and delivery. The cost of returning the goods, including shipping and insurance, shall be borne by you. Hermès United States is not responsible for items returned to Hermes.com which are lost, damaged, misdirected or delivered late.
For any further information, please contact our Customer Service by telephone at 800-441-4488 option 1, from Monday to Friday from 9:00 a.m. to 6:00 p.m. ET, Thursday, from 9:00 a.m. to 7:00 p.m. ET, Saturday from 10:00 a.m. to 6:00 p.m. ET or consult our General Terms and Conditions of Sale and Use.
If I give a gift to someone, can that person exchange it for something else?
Only an exchange for a product of an equivalent or superior value is possible (the difference in price must be paid by you or the gift recipient). The gift recipient should contact our Customer Service department by telephone at 800-441-4488 option 1 from Monday to Friday, from 9:00 a.m. to 6 p.m.ET, Thursday from 9 a.m to 7 p.m ET, saturday from 10 a.m. to 6 p.m ET, or by email under the “Contact us” section. He/she will then be emailed a pre-paid return label.
Can I return or exchange an object in store?
Products may be exchanged or exchanged for store credit at a Hermès store in the United States within thirty (30) calendar days following the date of delivery.
Hermès stores do not offer refunds for products purchased on the Hermes.com website.
A list of Hermès stores can be found by clicking on Find a store and on the back of the invoice contained herein.
How do I return or exchange an item?
We strive to issue refunds as quickly as possible. You should receive your refund within 15 business days after your returned item(s) is/are received at our warehouse.