Before you email or telephone us, below is a self help guide to answer some of our most common questions. Please make use of these walkthroughs before contacting by email or telephone.
To easily track your order, click the "Where's My Order" button above. This will take you to your recent orders (you may need to log in) clearly displaying the tracking number. From there you can click the number and it will take you through to the Hermes website.
If you are viewing on a mobile, follow the same instructions but click through to the specific order to collect your tracking number.
Please click the above button to begin the process of making a return. This can be for either a damaged product, exchange, or a refund in line with our 30 day no quibble returns policy. Just follow the easy step by step instructions and we will email you every step of the way to keep you fully informed of your process.
To check your balance, or see ways of redeeming points, click the "What's my Derapoints Balance" button above. This will pop up your Derapoints balance (you may need to log in) enabling you to see the various ways to earn or redeem your Derapoints.
To find out where we ship to and our delivery charges, click the "Delivery Charges" button above.
The Social Hub is a great place to catch up on all the knitting news, chat about latest projects, follow KAL/CAL's or just generally hang out. But knowing how to use it would be useful! Click the "How do I use the Social Hub" button above to find out.
Click the button above and follow the instructions to reset your password.
If it has been some time since you have shopped with us (where have you been?!), your account can become dormant. However, Don't worry - Just input your details as if you are creating a new account with the same email address that you have used previously and the system will recognise you and include all your order history. Just click the "Activate my Account" button above.
If having gone through the above self help guide you still need to contact customer service, please click the "Contact us" button above