My Order

• Where is my order?
• How do I track my order?
• Can I make changes to my order?
• When will I receive confirmation my order was successful?
• Why has my item/order been cancelled?
• I have only received part of my order - When can I expect the rest?

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Delivery Options

• UK Delivery Options
• International Delivery Options
• Can I collect my order from a Hermes Parcel Shop?
• Why can’t I select International Delivery?
• What happens if I’m not in when my delivery arrives?
• Protecting our teams

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Returns & Refunds

• Extended Christmas Returns 2021
• How do I return an item purchased online?
• What is your International Returns Policy?
• How long will it take for my refund to process?
• What is your Returns Policy?
• How do I track my return?

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Click & Collect

• Why can’t I select ‘Click and Collect’ delivery to a Kurt Geiger store?
• Which stores offer the Click and Collect service?
• How long will my order take to arrive in store?
• Can I change my chosen Click and Collect store once I’ve placed my order?
• How will I know when my Click and Collect order is ready to pick up?
• What do I need to take with me when I collect my order?

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Store Enquiries

• Can I return my store purchase to the warehouse?
• What is your Store Returns Policy?
• Can you help with a store purchase?
• Can I order in a store?
• What is an e-receipt?
• Where are your stores?

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Gift Cards

• How can I check the balance of my Gift Card?
• Can I return items bought with a gift card?
• How long is a Gift Card valid for?
• How can I buy a Gift Card?
• Can I return a Gift Card?
• Where can I use my Gift Card?

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Promotions & Offers

• Do you offer NHS discount?
• Blog Competition - Terms and Conditions
• Can I use more than one promotional code at a time?
• I forgot to add my promotional code before I confirmed my order, can the discount still be applied?
• Why doesn’t my promotional code work?
• An item I've purchased has reduced in price, can I have the difference refunded?

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Product & Stock

• An item I love is out of stock, will you be getting more?
• Can you help with product details?
• Where can I find a list of all the brands you stock?

Payment & Security

• Why can I see a ‘pending’ or ‘ring-fenced’ status on my bank statement?
• How do I unsubscribe from your marketing emails?
• When is the payment processed for my order?
• What is Klarna?
• What payment methods can I use online?
• Why has my payment declined?

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