Track your package

Hermes tracking

How to track my Hermes package?

To track a Hermes package, make sure you have the tracking number provided by the sender or the retailer. This unique code gives you access to all the information related to your shipment.

Enter this number in the search field and confirm. The most recent tracking data will be displayed automatically.

A detailed timeline then traces your package's journey: current location, completed transit stages, and estimated delivery date. This information is updated at each new stage, allowing you to follow your shipment's progress in real time.

Where can I find my Hermes tracking number?

The Hermes tracking number is automatically sent when your package is shipped. As the recipient, you receive it by email, SMS, or directly on the order confirmation page of the retailer's website.

If you cannot find it in your notifications, log in to your customer account on the website where you placed your order. The tracking number can be found in your order history or in the section dedicated to ongoing deliveries.

Once you have this number, enter it in the search field to check your delivery progress and estimated arrival date.

Why isn't my Hermes package moving in the package tracking history?

When your Hermes package tracking hasn't updated for several days, several factors may explain this delay: customs formalities for international shipments, logistical incidents, or simply a delay in updating the information.

Before taking any action, verify that the delivery address provided during the order is correct. An error or incomplete information can slow down the shipping process. If the delay persists beyond the announced timeframe, contact Hermes customer service or the sender with your tracking number on hand. They will be able to precisely locate your package and, if necessary, open an investigation to determine the cause of the delay.

When I track my Hermes package, why does it show as "returned"?

A "returned" status means that the package has been sent back to the sender. Several situations can explain this return:

Incorrect or incomplete address

The delivery driver was unable to identify the recipient due to an incorrect, illegible, or incomplete address missing essential information (apartment number, access code, etc.).

Unsuccessful delivery attempts

After several unsuccessful attempts and in the absence of collection within the allotted time, the package is automatically returned to its origin point.

Unclaimed package

The recipient did not collect the package from the post office or pickup point within the holding period, usually 15 days.

Customs issues

For international shipments, missing or incomplete documents or an incorrect value declaration can result in customs clearance refusal and the return of the package.

If your package shows this status, contact the sender or Hermes customer service to find out the exact reason for the return and agree on a solution: a new shipment or refund according to the seller's terms.

Why does the Hermes parcel tracking timeline indicate that my order cannot be found?

If no information appears when tracking your Hermes package, several causes are possible:

Incorrect tracking number

Make sure that the number entered matches exactly the one provided by the sender. A single character error prevents the package from being identified.

Tracking activation delay

Tracking information is only available once the package has been picked up by Hermes. A delay of 24 to 48 hours may occur between the notification being sent and the first status update.

Technical issue

Temporary malfunctions can sometimes affect the online tracking system. In this case, try again later or contact Hermes customer service for assistance.

About Hermes

Hermes is a leading international logistics company based in Germany. With a focus on providing reliable and efficient delivery services, Hermes operates in various countries across Europe and beyond. The company offers a wide range of shipping solutions, including parcel delivery, express delivery, and supply chain management. Known for its commitment to customer satisfaction, Hermes strives to ensure timely and secure delivery of packages. With a strong presence in the e-commerce sector, Hermes plays a crucial role in facilitating the movement of goods and supporting businesses worldwide.

Founded 1972

Country Germany

Avg. delivery 1-20d

How to contact Hermes?

If you are experiencing issues with the delivery process managed by Hermes, please do not hesitate to contact their customer support.

Headquarters Hermes, Hamburg, Germany [email protected] Phone: +448445437000

What is Hermes?

Hermes is an international logistics and parcel delivery company founded in 1972 in Germany. A subsidiary of the Otto retail group, this carrier ranks among the world's largest players in the parcel delivery sector. The group offers a comprehensive range of delivery services to individuals and businesses, with particularly developed expertise in e-commerce. Its network extends throughout Europe and relies on strategic international partnerships to ensure worldwide coverage.

Hermes' history began when the German group Otto decided to create its own logistics structure to ensure parcel delivery for its mail-order sales branch. In its first year of operation, the company opened around twenty distribution centers and built a national network covering all of Germany. In 1989, following German reunification, this network naturally expanded to former East Germany, consolidating Hermes' position as a major player in logistics in reunified Germany.

During the 1990s and 2000s, the group began its international expansion across Europe. Establishment in France occurred in 1997, followed by entry into the British market in 2000 with the acquisition of the Parcelnet network. This growth momentum continued with the opening of subsidiaries in Austria in 2007, Italy in 2009, and Russia in 2010. In the United Kingdom, the Parcelnet subsidiary became Hermes UK in 2008 to strengthen alignment with its German parent company.

Founding date: 1972, in Germany, to meet the logistics needs of the Otto group
Parent company: Otto Group, a German retail and services conglomerate
Headquarters: Hamburg, Germany
Annual volume: Over 800 million parcels distributed annually across Europe and worldwide
Workforce: Approximately 18,000 employees worldwide
Parcel shop network: Over 40,000 collection and drop-off points in Europe, including 16,500 ParcelShops in Germany

In 2020, the investment fund Advent International entered Hermes' capital, acquiring a 75% majority stake in Hermes UK and 25% in Hermes Germany. This transaction, valued at approximately one billion euros, aims to finance network development, infrastructure improvements, and technological innovation. In 2022, facing criticism over service quality in the United Kingdom, Hermes UK changed its name and brand image to become Evri. This transformation is accompanied by initiatives to improve customer experience and delivery personnel working conditions. In 2025, Otto Group announced its intention to repurchase the 25% stake held by Advent in Hermes Germany, strengthening its control over German operations.

Which countries does Hermes deliver to?

Hermes has particularly extensive geographic coverage, both at the national and international levels. In Germany, its historic market, the carrier serves the entire territory with a dense network of sorting centers and regional depots enabling the processing of millions of parcels daily. Delivery service is provided Monday to Saturday, with extended time slots to accommodate recipients' availability.

At the European level, Hermes operates directly or through its partners in more than twenty countries. The carrier is directly present in Germany, the United Kingdom through its Evri subsidiary, Austria with Hermes Logistik Austria, Italy, and Russia. For other European markets, Hermes favors strategic partnerships with recognized local carriers. This approach allows it to offer service adapted to each market's specific characteristics while maintaining consistent service quality.

Germany: Full national territory coverage with 16,500 ParcelShops and a network of automated parcel lockers
United Kingdom: Via Evri, the leading British parcel carrier with over 700 million parcels delivered annually and more than 9,000 ParcelShops
France: In partnership with Mondial Relay for local distribution and access to the parcel point network
Austria, Italy, Russia: Direct presence through local subsidiaries
Spain, Portugal, Belgium, Luxembourg: Coverage provided by partner Mondial Relay
Switzerland, Netherlands, Poland, Denmark, Sweden: Deliveries via local partners

Beyond Europe, Hermes relies on its Hermes International entity and cooperation agreements to route parcels to over 220 countries and territories worldwide. The group coordinates transfers with local carriers or national postal networks to ensure final distribution. In China, the BorderGuru subsidiary supports Chinese e-commerce merchants' parcel exports to Europe by managing international orders and last-mile logistics. An office in the United States serves as a relay for European customers shipping to North America.

The strategic partnership between Hermes and Mondial Relay deserves particular attention for shipments to France. These two players have combined their complementary networks to form Europe's largest parcel distribution network for online shoppers. This network brings together Hermes' network in Germany, the United Kingdom, Austria, and Italy, with Mondial Relay's in France, Spain, Portugal, Belgium, and Luxembourg. In total, this partnership offers access to over 36,000 parcel pickup points in Europe and covers 28 countries through partnerships with local transport providers.

What are Hermes' delivery services and timeframes?

Hermes offers a comprehensive range of transport and logistics services, adapted to the needs of both individuals and businesses. The carrier's core activity remains parcel delivery to consumers on behalf of online retailers and mail-order merchants. This e-commerce expertise translates into a diversified offering capable of addressing all shipping situations.

Standard delivery service constitutes the economical option for non-urgent shipments. This service guarantees delivery within 2 to 5 business days for domestic shipments in Germany and the United Kingdom. For shipments between European countries, timeframes generally extend to 3 to 7 business days depending on the destination. In France, through the partnership with Mondial Relay, the average delivery timeframe is 3 business days for parcel point deliveries.

Standard delivery: 2 to 5 business days domestically, 3 to 7 business days in Europe depending on destination
Express Next Day delivery: Delivery the next business day for parcels deposited before 12pm at ParcelShop or locker (available in the United Kingdom)
Saturday delivery: Available in Germany and the United Kingdom for many destinations
7-day delivery: Hermes UK, now Evri, pioneered 7-day-a-week delivery in the United Kingdom since 2014
Delivery time windows: Monday to Friday from 8am to 8pm, Saturday from 8am to 6pm

For businesses, Hermes offers the MyHermes Business service which provides dedicated tools to facilitate daily parcel shipping. This solution includes parcel collection within 3 hours, shipping to over 26 countries in Europe, liability coverage up to 500 euros, cash on delivery, and simplified returns management. E-commerce merchants can thus outsource their logistics while maintaining complete visibility of their shipments.

In case of delivery difficulties due to recipient absence, Hermes offers up to 3 delivery attempts for international shipments and 4 attempts for domestic deliveries in Germany. Following each unsuccessful attempt, a notice of attempted delivery informs the recipient of the next delivery attempt. This multiple-attempt policy aims to maximize the chances of successful parcel delivery while offering valuable flexibility to recipients.

Beyond standard messaging, Hermes has developed value-added logistics services. The Hermes Fulfilment branch handles storage, order preparation, packaging, and shipping to end customers on behalf of e-commerce merchants. This integrated logistics solution allows online retailers to outsource their entire supply chain. Hermes also efficiently handles returns with prepaid return labels and simple collection or drop-off solutions for consumers.

What are Hermes' rates and maximum dimensions accepted?

Hermes positions itself as an accessible carrier with competitive rates compared to its direct competitors on the European market. The group's pricing structure is based on a parcel class system defined according to dimensions and weight. This approach allows shippers to choose the option best suited to their needs while controlling their shipping costs.

In Germany, Hermes distinguishes between several parcel classes: Package, S-Package, M-Package, L-Package, and XL-Package. Each class corresponds to specific dimensions and coverage levels. The German pricing system offers particularly attractive prices, with shipments available from 3.70 euros for ParcelShop delivery or from 4.50 euros for home delivery via the MyHermes online shop.

Basic parcel: The sum of the longest and shortest sides must not exceed 37 cm, liability included up to 50 euros
S-Package: Maximum dimensions of 50 cm (sum of two sides), weight up to 25 kg, rate of 4.40 euros, extended liability to 500 euros
M-Package: Maximum dimensions of 80 cm circumference, rate of 5.40 euros
L-Package: Maximum dimensions of 120 cm circumference, rate of 10.40 euros
Total maximum dimensions: 245 cm (length plus circumference) for all classes

The maximum weight authorized for Hermes Germany parcels is set at 25 kg for standard Package class shipments. For parcel collections, this limit can extend to 31.5 kg. These limits may vary by market: in the United Kingdom via Evri, the maximum weight is set at 15 kg with a maximum length of 120 cm per parcel. For deliveries via the Mondial Relay network in France, a 20 kg limit is generally applied for parcel point deposits.

The price of tracking and liability for damage up to 50 euros is included in the basic rate. For higher-value shipments, the S-Package offers liability coverage up to 500 euros, making it the recommended option for items like smartphones or electronic devices. Additional insurance options can be purchased for shipments requiring higher coverage, with a premium typically set at 1% of the declared value.

For international shipments to Germany or other European destinations, rates vary depending on the carrier and parcel weight. Generally, expect to pay from 15 euros for a small parcel up to 50 euros for shipments over 5 kg. Specific rates for Hermes shipments are not systematically displayed on the official website and may require a personalized request to customer service or the Mondial Relay partner.

Hermes also offers services for bulky shipments through its Hermes Einrichtungs Service (HES) entity. This division ensures home delivery of bulky products such as furniture or household appliances, with weight up to 150 kg. These services include transport by two delivery personnel and, depending on options chosen, assembly or installation at the customer's home.

What are Hermes' delivery options?

Hermes offers great flexibility in its delivery options, allowing recipients to choose the reception method that best matches their constraints and preferences. This diversity of options helps reduce delivery failures while improving overall customer experience. The network of collection points is an essential pillar of this flexible delivery strategy.

Home delivery remains the classic option for receiving parcels directly at one's address. Hermes delivery personnel carry out their routes Monday to Saturday, with extended time slots from 8am to 8pm on weekdays and 8am to 6pm on Saturday. In the United Kingdom, Evri offers an estimated 2-hour delivery window, communicated to the recipient by SMS or notification, allowing better anticipation of parcel arrival.

Home delivery: Direct delivery to the indicated address with possible signature on receipt
ParcelShop delivery: Pickup at a partner neighborhood store during store hours
Automated locker delivery: 24/7 pickup in Hermes lockers via a unique code
Safe place delivery: Parcel deposit in a secure location defined by the recipient with photo confirmation
Neighbor delivery: Delivery to a trusted neighbor if absent
Delivery rescheduling: Ability to modify delivery date or address via the tracking portal

The ParcelShop network constitutes a practical alternative to home delivery. These pickup points are hosted in neighborhood stores such as small supermarkets, bookstores, or dry cleaners. In Germany, Hermes has over 16,500 ParcelShops distributed across the entire territory. In the United Kingdom, Evri has over 9,000 ParcelShops in partnership with retailers such as Co-op and One Stop. Most of these points are equipped with label printing devices allowing shipment labels to be printed directly in-store from a QR code.

Automated lockers, or parcel lockers, offer a 24/7 pickup solution. These secure cabinets are equipped with video surveillance systems and robust locking mechanisms associated with unique codes per parcel. Evri has over 1,500 lockers in the United Kingdom, with maximum dimensions of 39 cm width, 62 cm length, and 57 cm depth. When a parcel is too bulky for a locker, it can be redirected to a ParcelShop where size limits are more flexible.

The safe place delivery option allows the recipient to define a secure location for parcel deposit if absent. The delivery personnel then deposits the package there and takes a photo as proof of delivery. This option is particularly appreciated for daytime deliveries when the recipient is at work. Neighbor delivery offers a similar alternative, allowing designation of a trusted person to receive the parcel.

If the recipient will not be available on the scheduled delivery date, they can modify delivery settings via the online tracking portal or mobile app. Available options include rescheduling to another date, changing the delivery address, redirecting to a ParcelShop or locker in the area, or designating a neighbor for reception. These active delivery management features significantly help reduce failed first-attempt delivery rates.

What should I do if my Hermes parcel is lost or damaged?

If you experience a problem with a Hermes parcel, whether loss, damage, or significant delay, claims procedures are in place to allow shippers and recipients to obtain compensation. The procedure to follow depends on your status (shipper or recipient) and the type of problem encountered. It is important to act quickly to maximize your chances of obtaining compensation.

For a parcel received damaged, the first step is to document the damage before even fully opening the packaging. Take photos of the parcel from all angles, of the outer packaging, and of the damaged contents. If the delivery personnel is still present when damage is discovered, you can refuse the parcel and not sign the delivery receipt. This precaution greatly facilitates subsequent claims procedures.

Claims deadline: Claims must be submitted within a maximum of about twenty days after receipt or shipment
Documents to provide: Copy of delivery receipt, invoice confirming original merchandise value, damage photos
Basic liability: Coverage included up to 50 euros for standard parcels, up to 500 euros for S-Packages
Search timeframe: 10 to 21 days of internal investigation before declaration of definitive loss
Processing timeframe: 92% of claims resolved within 3 business days at Evri

To initiate a claim with Evri in the United Kingdom, several channels are available. The quickest method is live chat accessible from the Contact Us page on the website. You can also contact customer service by phone at 0330 808 5456, with advisors available Monday to Friday from 8am to 4pm and Saturday from 8am to 2pm. For formal written claims, the mailing address is: Evri Executive Office, Capital House, 1 Capital Boulevard, Morley, Leeds LS27 0WH.

For international shipments processed by Hermes, claims can be submitted by email to [email protected]. The customer solutions team can be reached at [email protected] for cases requiring special attention. Always have your tracking number available when contacting to expedite your case processing.

It is important to note that for online purchases, the seller generally remains responsible for the lost parcel toward the customer, even if the carrier's fault is established. In most European legislation, once the order is confirmed, the seller is obligated to deliver or have the parcel delivered. The seller cannot redirect the customer to the carrier and must offer either a new delivery or reimbursement of the amount paid. The reimbursement amount includes shipping costs.

Carriers benefit from liability exemptions that may limit compensation in cases of force majeure, inherent product defects, or inadequate packaging. In case of gross negligence by the carrier proven, the shipper may benefit from unlimited liability. If amicable procedures do not succeed, the customer can appeal to the consumer mediator. As a last resort, the small claims court or civil court is competent depending on the amounts involved.

Does Hermes handle international shipments and customs formalities?

Hermes has recognized expertise in managing international shipments and associated customs formalities. Through its dedicated Hermes International entity and its network of partners in over 220 countries and territories, the group offers complete solutions for cross-border parcel shipping. This international capability is a major asset for e-commerce merchants wishing to develop export sales.

For shipments within the European Union, merchandise circulation benefits from free movement without particular customs formalities for most products. Intra-European delivery timeframes generally range between 3 and 7 business days depending on the destination. Hermes' European network, combined with Mondial Relay's, effectively covers all member countries with home delivery or parcel point options.

Worldwide coverage: Over 220 countries and territories served via Hermes International
Included customs management: Automatic calculation of duties and taxes in real time for non-EU shipments
Complete customs clearance: Handling of the entire import and export process
International timeframes: 3 to 7 business days for most non-European destinations
BorderGuru service: Dedicated cross-border e-commerce solution from China to Europe

For shipments to destinations outside the European Union, such as post-Brexit United Kingdom, Switzerland, or North American countries, customs formalities apply. Hermes International handles the entire customs clearance process, including merchandise classification, calculation of import duties, and preparation of required documents. Duties and taxes are automatically calculated and displayed in real time via the shipping interface, allowing the shipper to know the total cost before sending.

Required documents for international shipments vary depending on the nature of merchandise and destination country. A detailed commercial invoice specifying content, value, and product origin is systematically required. For certain product categories, specific certificates may be required (certificate of origin, health certificate, export license). Hermes provides customs declaration forms and assists shippers with their completion.

For shipments to North America, Hermes offers a dedicated service with estimated timeframes of 3 to 7 business days. The United States requires ISF (Importer Security Filing) declaration for merchandise transported by sea, which must be filed 24 hours before loading on the foreign vessel. Hermes coordinates these formalities to avoid penalties that can reach $5,000 in case of late declaration. EEI (Electronic Export Information) export documents are transmitted to US Customs via the AES system.

The BorderGuru subsidiary, part of the Hermes group, offers a complete solution for cross-border commerce from China to Europe. This service covers all stages: international order management, shipment logistics, European customs clearance, and last-mile delivery. This offering allows Chinese e-commerce merchants to provide a seamless shopping experience to their European customers with unified end-to-end tracking.

Regarding customs fees and import taxes, responsibility generally falls on the recipient unless otherwise agreed between shipper and recipient. Parcels may be held in customs until due amounts are settled. Customs clearance fees may also apply to cover administrative procedures. Hermes clearly communicates this information before shipment to avoid surprises upon receipt.

Understanding tracking statuses

When you track a Hermes parcel online, different statuses may appear to inform you of your shipment's progress. The Hermes tracking number generally consists of 16 alphanumeric characters, often beginning with the letters HE followed by a series of numbers and letters. This number can be entered on the official Hermes website, the Evri website in the United Kingdom, or via the mobile app to obtain the current delivery status. Here are the main statuses and their meanings:

Status	Description
We have collected your parcel from the shipper	The parcel has been picked up directly at the shipper's location by a Hermes delivery person and enters the distribution circuit.
The parcel was collected from a local depot	The parcel was retrieved from a local drop-off point (ParcelShop or locker) and is now being transported to the sorting center.
The local courier collected the parcel	A local delivery person picked up the parcel to include it in their collection route and transfer it to the logistics hub.
We have received your parcel at the depot	The parcel has arrived at one of Hermes' depots and has been scanned on receipt to confirm its acceptance.
We have received your parcel at our depot. We will process it shortly	The parcel is in queue at the depot and will be sorted shortly to be directed to its next routing point.
We are processing your parcel at our center	The parcel is currently being processed at a Hermes sorting center, where it is scanned and directed to the next routing point.
The parcel was accepted at the checkpoint	The parcel has passed an intermediate control point in its journey and continues its route toward the destination.
Your parcel is being sorted at the local depot	The parcel has arrived at the local depot near the delivery address and is being sorted to be assigned to a delivery person.
The parcel is currently being processed by customs	For international shipments, the parcel is currently undergoing customs clearance. Customs fees may apply.
We expect your parcel to arrive with us soon	The shipment has been announced in the system but the physical parcel has not yet been scanned on receipt.
The parcel is on its way to you	The parcel has left the sorting center and is in transit to the delivery depot or directly to the delivery address.
The parcel is at the delivery depot	The parcel has arrived at the last depot before final delivery and will be assigned to a delivery person on the next route.
The parcel will be delivered soon	The parcel has been loaded into the delivery person's vehicle and delivery is imminent within the announced time window.
The parcel was delivered to the delivery address for pickup	The parcel has been deposited at a ParcelShop or locker and is awaiting recipient pickup.
Your parcel has been delivered	Delivery was successfully completed to the indicated address or chosen pickup point.
Sorry, your parcel was delayed	An unforeseen circumstance caused a delay in the shipment. Tracking will be updated as soon as the parcel resumes its route.
There was a delay with your delivery	Delivery could not be completed as planned. The parcel will be delivered as soon as possible, usually the next business day.
The delivery person had a problem delivering to your address	The delivery person encountered a difficulty at the delivery address (access impossible, address not found, etc.). Contact customer service if needed.
We had a problem with your parcel	An incident occurred with the parcel. A new delivery attempt will be made the next business day.
Unfortunately, we could not deliver your parcel today	The delivery attempt failed, usually due to recipient absence. A new attempt is scheduled.
We could not deliver this parcel because the address was incorrect	The delivery address contains an error or is incomplete. The parcel will be rerouted once the address is corrected.
We could not deliver the parcel due to regional problems	Local circumstances (weather, construction, events) prevent delivery. A new attempt will be made as soon as possible.
We attempted to deliver this parcel, but it is too large for our delivery person	The parcel exceeds the transportation capacity of the regular delivery person. An adapted solution is being arranged.
We have arranged for this parcel to be delivered by another courier	The parcel has been transferred to another delivery person or delivery partner to ensure its distribution.
We have received your request to deliver the parcel to another address	The address change request has been noted and the parcel will be rerouted to the new destination.
We have received your return request	The return procedure has been initiated. The parcel can be dropped off at a parcel point or will be collected depending on the option chosen.
The local courier collected the parcel to be returned to the shipper	The return parcel has been picked up and is now in transit back to the original shipper.
The parcel has been returned to the shipper	The return process is complete and the parcel has been delivered to the original shipper.
Unfortunately, this parcel is no longer needed	The shipment has been cancelled, either by the shipper or due to inability to deliver after multiple attempts.