myHermes ParcelShop logo Frequently Asked Questions

We have listed here the questions that we get asked most frequently. Click on the question to see the answer. If your question is not answered here, please contact us.
Q. How much does the myHermes ParcelShop service cost?
Q. How do I select this service?
Q. Why is this service not available for my current order?
Q. How many myHermes ParcelShops are there?
Q. Where is my nearest myHermes ParcelShop?
Q. Can I change my chosen myHermes ParcelShop once my order has been placed?
Q. When are the myHermes ParcelShops open?
Q. How long does it take for my order to arrive at the myHermes ParcelShop?
Q. What do I need to collect my parcel?
Q. When making a collection, what ID is accepted?
Q. Can someone else collect my parcel on my behalf?
Q. What if my order includes out of stock items?
Q. What happens if I do not collect my parcel?
Q. What should I do if my parcel isn't available when I arrive at the myHermes ParcelShop?
Q. Once my order has left Baker Ross can I track it?
Q. Who do I contact if I have a query about my order or delivery?

Q.
How much does the myHermes ParcelShop service cost?
A.
The myHermes ParcelShop service costs £3.75 per order. This is a one-off charge per order regardless of the order value or number of items the order contains.

Q.
How do I select this service?
A.
At checkout, you will be shown the Click and Collect service option on the delivery page. Here you pick your local myHermes ParcelShop.

Q.
Why is this service not available for my current order?
A.
Some orders including heavy items are not suitable for this delivery service due to size or weight. This service is available to UK Mainland only.

Q.
How many myHermes ParcelShops are there?
A.
There are approximately 4,500 myHermes ParcelShops in the UK Mainland. These are local stores such as newsagents and convenience stores.

Q.
Where is my nearest myHermes ParcelShop?
A.
During checkout when you select Click and Collect as your delivery service you'll be able to select your nearest myHermes ParcelShop. Alternatively, the myHermes website offers a postcode search.

Q.
Can I change my myHermes ParcelShop once my order has been placed?
A.
No. Once selected you cannot change a myHermes ParcelShop collection point.

Q.
When are the myHermes ParcelShops open?
A.
When selecting your store during checkout, the opening times for your specific store are shown.

Q.
How long does it take for my order to arrive at the myHermes ParcelShop?
A.
Once you have successfully placed your order online, the items will be processed and shipped to your chosen myHermes ParcelShop. You will receive a confirmation email from us when your order is dispatched. Collection is normally within 3 working days after your order has been processed. Hermes will send you a notification by email or text message (if you've provided a mobile number at checkout) once your parcel is ready for collection. Parcels are delivered to myHermes ParcelShops 7 days a week (subject to store opening days/hours). A specific time cannot be given.

Q.
What do I need to collect my parcel?
A.
To collect your parcel you will need to take proof of ID.

Q.
When making a collection, what ID is accepted?
A.
The myHermes ParcelShops accept the following forms of ID:

  • Driving licence
  • Valid passport
  • Council tax bill

Q.
Can someone else collect my order on my behalf?
A.
No, it is not possible for someone to collect your parcel on your behalf.

Q.
What if my order includes out of stock items?
A.
Your order will be split into two. In stock items will be processed as usual for collection at your chosen myHermes ParcelShop. Your out of stock items will be processed and sent once they arrive in our warehouse.

Q.
What happens if I do not collect my parcel?
A.
Your parcel will be held at your chosen store for 10 days before being returned to us. If your parcel is returned to us it will be processed as a return and you will be refunded. You may still be charged £3.75 for the myHermes ParcelShop delivery cost.

Q.
What should I do if my parcel isn't available when I arrive at the myHermes ParcelShop?
A.
You will not be sent a notification from Hermes until your order is ready for collection. In the unlikely event your parcel isn't available when you go to the myHermes ParcelShop, please contact the Baker Ross Customer Service Team on 0344 576 8933 between 9.00am and 5.30pm Monday to Friday.

Q.
Once my order has left Baker Ross can I track it?
A.
Yes., you can track your order using the tracking code you will have received on the confirmation email from Baker Ross.

Q.
Who do I contact if I have a query about my order or delivery?
A.
Always contact the Baker Ross Customer Service Team on 0344 576 8933 Monday to Friday 9.00am to 5.30pm.