Frequently Asked Questions

How do I send parcels abroad?

If you need to know whether your package has reached its destination yet – or when it will – you can track a parcel from our homepage, or log in to your account to see an overview of all of your orders.

For any other queries, or if you have any questions about any aspect of our services, then please refer to our help centre.

How do I track my parcel?

Tracking your parcel can be done in a number of different ways, depending on whether you are the sender or receiver. If you are the sender of a parcel, sign in to your Hermes account and click on the 'Your Shipments' link in the top right hand corner of the screen. You can use the search tool to locate your parcel, and view live tracking too.

Both the sender and receiver can quickly track a parcel by entering the 16-digit tracking number provided in your order confirmation into the tracking search bar on our homepage. If you are a parcel recipient and have not been provided with a tracking number, please contact the sender.

Numbers that begin with P, provided on Parcel Shop receipts, will not return tracking information – please use the 'Your Shipments' page of your account to locate your 16-digit tracking number.

How can I contact my courier?

If your courier has left a card at your home because they were unable to complete the delivery, they may have chosen to leave a contact number to allow you to call them and reschedule. However, our couriers do not have to do this, as they are self-employed and use their own phones, so this is done at their discretion.

If you need to contact the courier for any reason – whether there are problems with the delivery, or you need to reschedule - please contact us through our help centre. We are unable to provide you with a courier's contact details, but can contact them on your behalf.

Where is my parcel?

If your parcel has not arrived when you have expected it to, enter the 16-digit tracking number provided in your order confirmation into the tracking page here.

Please allow up to seven working days for deliveries to remote areas of the UK such as the Highlands, Islands of Scotland, Isle of Man, and Isle of Wight, or for international deliveries.

If you ordered your parcel from a high street retailer, we are unable to discuss the location of your parcel directly. You will need to contact the retailer with the details they provided in your order confirmation to track your parcel.

What does a typical parcel tracking journey look like, and what do the tracking points mean?

When you track your parcel from this page, or by logging into your account, you will be able to see which stage of our delivery process it is currently at. A typical journey looks like this:

Tracking Point What does it mean?
Courier collection/ ParcelShop drop-off Your parcel is still with the courier who came to collect it, or at the ParcelShop you left it with.
Local collection depot The courier has transported your parcel to their nearest collection depot, or your parcel has been collected from the ParcelShop, and is awaiting sorting at the nearest depot.
Central sorting hub Your parcel has been transported to one of our national hubs for sorting based on its destination.
Local delivery depot Your parcel is at the nearest depot to its destination, waiting for delivery.
Out for delivery Your parcel is with a courier, on its way to its destination, and can be expected to arrive
Delivered The parcel has arrived at its destination, or has been left in a designated safe place.

Please note that tracking information for parcels sent from retailers will not always follow the route detailed above.

There may also be other scans that show up in our tracking system during a parcel's journey to its destination. Below is a list of these less common tracking points, and what they mean.

Tracking Point What does it mean?
Missing pre-advice The parcel information has not yet been loaded onto our online system. However, the parcel has entered our network and is being processed.
Order generated The parcel has been booked onto our system, but has not yet been collected.
Sorted at national hub or hub trailer via sorter The parcel is being sorted at one of our national hubs and will shortly be on its way to the delivery depot.
Receipt at depot The parcel is at either the collection or delivery depot, and will be on its way again soon.
Misrouted at depot The parcel has been sent to the incorrect depot and will be re-routed. Please allow 48 hours for the parcel to reach your local courier in this instance.
Manifested for delivery or manifested to courier The parcel has been assigned to the courier for delivery. It will typically be followed by a 'courier received' scan once the courier is in receipt of the parcel.
Courier received The courier has received the parcel and will be attempting delivery soon.
Not delivered due to address query We have had a problem delivering your parcel, most likely due to an incorrect address. If you are the shipper of the parcel, please contact us, with contact details for the recipient. If you are the recipient of the parcel, please contact your shipper, and they will be able to resolve this on your behalf.

Where can I find my tracking number?

Your parcel's tracking number, also known as the parcel reference number, is the 16-digit barcode printed on the label that you stick on your package – so be sure to make a note of it before you send the parcel on.

But if you didn't, don't worry – if you are the sender of the parcel, just log in to your Hermes account and click on 'My Orders' – you will be able to search for your parcel and view live tracking information that way.

If you are receiving a parcel, contact the sender for a tracking number. If you ordered your parcel from a high street retailer, please contact them directly.

Can I reschedule my parcel delivery?

If you weren't in to receive your parcel, your courier will leave a card that will either detail when they will return to try again, or provide you with a contact number so you can get in touch directly to reschedule your delivery.

As our couriers are self-employed, they are not obligated to leave a contact number – but in most cases they will.

Couriers will endeavour to make three attempts to deliver your parcel on consecutive working days before returning the parcel to the depot.

Alternatively, you can designate a safe place for your courier to leave a parcel if you are not home to receive it. It should be dry and secured from public access but still easily accessible – like a shed or porch.

What do I do if I have a complaint?

At Hermes, we are passionate about providing a great service, and we aim to get it right first time for every customer.

We have a dedicated Customer Services team who work tirelessly to resolve any problems you may have had with our service.

Should you wish to make a complaint, please visit our help centre.

How much does it cost to send a parcel?

Please click here to obtain a quote for our services. Alternatively, please click here to get a quote for domestic shipping.

Can I integrate my eBay orders when sending parcels overseas?

Yes, Hermes has developed a bulk shipping tool which can be linked to your eBay account to make it easier for you to send your parcels to your international customers.

Why can't I view my eBay shipments?

You can integrate your eBay and Hermes accounts to help you to easily fulfil all of your eBay orders by logging into your Hermes account.

If you are unable to view your eBay parcels in your account after you have linked them, it may be that your Hermes account is no longer authorised to access your eBay account.

To correct this, you will need to unlink your account and then link it again in the 'Bulk Delivery Tools' page.

To unlink your account, go to the ‘Bulk Delivery Tools’ in ‘My Account’, select 'eBay' and click 'Unlink Account' in the drop-down menu. You will receive a message confirming that the account has successfully been unlinked.

To link your eBay account to Hermes again, select 'Link with eBay', and follow the instructions provided.


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