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Delivery FAQs

How do I know if my order has been despatched?
First, you should have received an Order Confirmation email within minutes of placing your order.

You will receive a Despatch Confirmation email once your parcel is on its way to you. If there is a delay you will hear from us via email.
You can also follow the progress of your order and access your delivery tracking link from your JoJo account or our track my order page using your order number and the email you have used to place your order.

If you have not received any emails from us please Contact Us, ideally by phone, since it looks like something has gone wrong.


What happens to my parcel if I’m not home?
If My Hermes weren’t able to successfully deliver your parcel, they can request a neighbour sign for it, or they may have authorisation to leave the parcel in a safe place.
If they took it back to the depot instead, they will attempt to deliver it to you three times. If you missed the delivery, please follow the instructions on the card left by the driver.

If your parcel was being delivered by DPD and we have your email address and mobile telephone number, you will have received a text or email with a 1-hour time slot.  If you are not available, reply to the message authorising delivery to a neighbour, leaving in a safe place or redelivery another day. If you missed the delivery, please follow the instructions on the card left by the driver.

If you did not receive a card, please Contact Us.


 What happens if my order is out of stock?
If an item is temporarily out of stock, you will be advised of the date when more stock is due before you place your order. If there is a further delay, we will notify you by email. Your order will be despatched and the out of stock items will follow.


What happens if my order arrives damaged?
Any items damaged in transit or any discrepancies with orders must be reported within 72 hours of receipt so please check your delivery on arrival. Furniture deliveries must be checked immediately and damages to packaging reported to the driver. Full returns details are found in your parcel.


What happens to my click and collect order if I don’t collect it?
Your order will be held in store for 7 days. If you do not collect your order in time, then our team will attempt to contact you to discuss what you would like to do next.


What items are not eligible for Click & Collect?
Your order will not be eligible if it contains a gift card, an item on pre-order or something that is too heavy.