Hermes: Package doesn't arrive - you can do that

Hermes has now established itself as a common alternative to Deutsche Post. But here too it sometimes happens that packages do not reach their destination in time. We give you tips on what you can do in such cases.

When is a Hermes package late?

Deliveries with Hermes usually take 1 to 2 working days within Germany. If you have ordered something from mail order companies, the delivery time can be extended again.

• Deliveries are made Monday to Saturday from 8 a.m. to 8 p.m. If the deliverer does not meet you at home, he will try to deliver the package the next day or to hand it over to a neighbor.
• Frequently, undeliverable parcels are also delivered directly to a Hermes shop. Regardless of whether the package is at the neighbor's or a Hermes shop, the deliverer will throw a card with the time and place of delivery into the mailbox.
• If your package is at a Hermes shop, you can usually only pick up the shipment there the next day. You can find the exact time on the notification card. You do not necessarily need the card for collection, but you do need your ID.
• If the shipment has still not arrived after several days, both the sender and recipient can track the shipment.

As sender: Track Hermes package

After you have sent a parcel with Hermes, you can check the send status on this page with either the order or the receipt number.

• With both variants, however, you must note that you can track a shipment for a maximum of 90 days. Then the data will be deleted.
• Registered users at myHermes.de also have the option of tracking their shipments via an order list.
• Normally, the send status can be viewed a maximum of one day after delivery of the package.
• If you have ordered a package from a third-party provider, such as a mail order company, please check the status of your order on the respective website.

Track the Hermes package using the order number

On the top of your order confirmation you will find the order number and the shipment ID. Enter one of these numbers to check the status of your shipment.

Track the Hermes package using the receipt number

You received a receipt when you returned your package. On the top you will find a number with which you can also track your shipment. This variant is advantageous if you have posted several packages and do not want to enter each shipment ID individually.

As a recipient: Use the reception overview

• Registered customers at Hermes can use the so-called reception overview. All parcels addressed to you can be tracked via this at the latest one day after the task.
• If you enter your Hermes customer number when ordering, which you will also receive when you register, the shipment will automatically be added to the receipt overview.
• You can also add shipments manually. Simply enter the shipment IDs of your orders.

Hermes package does not arrive - you can do that

If the status within the shipment tracking has not changed for at least 5 days, you can request a shipment search. Please contact Hermes general customer service.

• If your package has not arrived after 20 days (or 30 days for international shipments), you must assume that your package has been lost.
• Use the Hermes contact form for this too. In addition, you must fill out a loss report and send it to customer service via the contact form.
• Alternatively, the contact works by post. Hermes' postal address is: Hermes Logistik Gruppe Deutschland GmbH, Customer Service, Postfach 62 02 60, D-22419 Hamburg.
• In both cases, provide the following information: your receipt and order number, your sender and recipient address, the content and value of the shipment, the place and date of delivery, the number of the ParcelShop and a description of the packaging. Also add a copy of the sales receipt.
• If Hermes has lost your shipment, you are entitled to compensation. For parcels this is a maximum of 50 euros, for parcels 500 euros per shipment.

In the video: Until when does the Hermes parcel service deliver?

In the next practical tip, we will show you how to use the Hermes pick-up service.