How do I return an item via the Returns Portal?

We’re pleased to let you know that unworn online purchases made after October 29th 2021 can be returned to us for a refund before January 15th 2022.

Return your items to us from the UK for free within 30 days, in their original packaging, for a refund. Refunds will appear in your account within 14 working days of us receiving your goods.

Please note, if proof of return is not obtained or kept then unfortunately we will be unable to assist with returns queries.

RETURNS PORTAL - IMPORTANT INFORMATION

Please be sure to enter your details and check your selection carefully as we are unable to cancel or amend returns including altering the service booked once the return has been confirmed.

The labels generated can only be used once and for the order it was created for. Please do not attempt to duplicate these as we are unable to track and process these refunds.

HOW TO BOOK A RETURN ON OUR RETURNS PORTAL

Visit https://shoeaholics.mp-returns.com/ to access or your returns paperwork will have a QR code, simply scan this and it will take you directly to our new Returns Portal where you can quickly and easily book to send back any unsuitable items. You will need your Shoeaholics order number to use this service.

Once logged in you will see all items from that order and the date you can return these till (within 30 days) If they do not appear then you will have exceeded the returns time frame to send back.

You can now select the item you wish to return by ticking the box and selecting the reason for return from the drop-down options.

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You will then be taken to the returns method page where you can now select the most convenient option for you. Please be sure to check all options as some need a printer.

Check your email address is correct as you will be emailed a copy of the label to print off at home and attach to your parcel. You can also download it from the screen. If you have not received the email please check your junk/spam folders.

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SERVICES WE OFFER

DROP OFF - After applying the label, you will need to take your parcel to any Hermes parcel shop.

1. Please attach the entire label to your order ensuring all previous labels have been removed/covered and send within 7 days.

2. Take your parcel to any Hermes parcel shops using this postage paid label.

3. This return label can only be used once. Please only use this label to return the items on this order.

Be sure to obtain proof of postage and keep this until your return has been received and your refund processed.  

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HERMES COLLECTION - Please print the label, attach it to a parcel and Hermes will collect from your address.

1. Complete the form with your details 

2. Pick your preferred date for the collection and look out for text/email notifications advising you of the collection times. This return label can only be used once. Please only use this label to return the items on this order.

3. Once the courier arrives to collect your parcel, please ensure you obtain proof of postage. Please keep this until your return has been received and your refund processed.  

In the event Hermes fail to collect on this day, please check your tracking to see if another collection has been rescheduled or you may need to re-book another one here.

PRINT IN-STORE - You will need to package up your parcel and bring to selected Hermes ParcelShops with your QR code.

Use Hermes Print In-Store machines to print your label if you’ve booked online.
Just bring the QR code with your parcel to your nearest ParcelShop to print your label.
You can check which ParcelShops near you have a print in-store service here. 

Please ensure you obtain and keep proof of postage. Please keep this until your return has been received and your refund processed.  

Paperless option:
This QR code can be used at a local Hermes ParcelShop, which supports Print In-Store option.
  • Please find your local Hermes ParcelShop filter by 'Pay, print or return in store'.
  • Take your parcel to the Hermes ParcelShop and show this return QR code to the assistant on a smartphone or tablet.
Printer Option:
If you cannot use the QR code, print the label, affix to your parcel and take it to your local Hermes ParcelShop

This return QR code or label can only be used once.

WHAT HAPPENS NEXT?

Now that your return is with Hermes, they will aim to deliver this parcel to the warehouse in 3-7 days. This can increase during busy periods.

You can track this journey using your proof of returns tracking receipt. The Returns Portal will also show you when the returned parcel is in-transit and when it has been delivered to the warehouse.

 

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Please note returns sent via Hermes can stay in their network for up to 14 days before being delivered back to our warehouse. Kindly allow this time before contacting us. 

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You'll receive an email when your refund has been received and another email to let you know it's been processed.

You can also track your return with your proof of postage receipt to see if it has arrived back to us. Details on how you can track your return can be found here.

All refunds will go back to your original method of payment. Once the refund has been processed, please allow 3-5 working days for this to be dealt with by your card issuer.