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Online Store FAQ
(Frequently Asked Questions)

Ordering and Payment

Q 1: How can I order?

A: You can order easily using our online platform. When you find a product you need, you can add it to cart, log in and go through the ordering process. After the order is ready, you will receive an order summary to your email. The order summary will also be stored in your account.

You can also easily make reorders afterwards by clicking the “reorder” button on any of your previously made orders. After clicking the “reorder” button the cart will open and you can change quantities or products. 

Q 2: Why should I buy online?
Speeding up the process. By ordering online you will get prices faster and you will be able to go through the order confirmation and payment process much faster. This could save days of your time.

Traceability: You will have easy access to all of your previous orders any time you want.

Reordering:  You can make a re-order anytime based on your previous orders with only a couple of clicks. This will save time and effort as you don’t need to go through all the documents and emails from the past.

Q 3: What information should I input when ordering?
Our online ordering system will ask for all the important information you should submit.

Q 4: What payment methods can I use?
You can use all the major credit/debit cards.

If you are a customer with an established customer relationship with Hermes TCL you are able to use invoice as a payment method for our online shopping checkout process.  If invoicing option is not activated for you although you are a repeat customer, please mail us at and notify us.

Q 5: Are the brands authentic?

A: Unfortunately in our region, we have heard that there are some websites that do not offer authentic brands. On, we ensure that our brands are genuine and sourced from trustworthy suppliers.

If you are buying from websites that you are not familiar with, research the products they offer. Also, if the price for a well-known brand is ‘too good to be true then talk to the website and do exercise caution.

Also, read the website’s return and exchange policies before making a purchase and talk to customer service if you are not satisfied with your purchase.

Finally, get to know the website you are buying from. For example, you can make a small purchase to test the products they sell and then when you are satisfied with their products and their service, then make bigger purchases.

Q 6: What should I do if the payment is not accepted?
Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should be, but you still can't make the payment, please mail us at to notify us about the problem. We can manage the order manually.

Q 7: How can I change the delivery address?
Sign in to your account and go to “my account”. On “my account” you can change all your contact information.

Q 8: What are the delivery charges?
Delivery charges are dependent on the shipment requirements. If the products on your order are due to special requirements (for example dry ice) extra fee will be added to the shipment charges. You can see the shipping fees on the checkout process before the payment is made.

Q 9: How can I get offers of bulk amounts?
When you are logged in and you add products to the shopping cart, you have the ability to send offer requests to us using the shopping cart. You need to add the products and quantities you are interested in and click “Wholesale Inquiries”. We will send you an offer. Please note that this feature should only be used for bulk quantity price requests.

Q 10: Can I cancel my order?
If you want to cancel your order, please do so as soon as possible. If we have already processed your order, you need to contact us and return the product. Please mail us at

Q 11: Do I have to order online?
You can also send your order to You can also order by calling. Online ordering is preferred in most cases because by ordering online, you will save time, you will have an easier payment process and all the information about the order will be accessible to you anytime. Also if you want to make the same order later, you can use the “reorder” feature.

Q 12: Do you have the product in stock?
All the products which are shown on our site are available. Order lead time depends on the products and quantities.

Q 13: How to contact customer service?
If you have questions regarding our online store (ordering, account questions, technical questions), please mail us at

On pricing and shipping-related issues, you can contact customer support at

Q 14: Can I return a product?
If you want to return a product, please refer to Return Policy

Your account

Q 15: How do create an account?
Go to the login page and click “create a new account”, then just fill in all the needed information and click “create”.  After submitting the form, your account will be confirmed and you will be notified.  


Q 16: How can I retrieve my password?
You can retrieve your password by clicking “forgot password?”. Instruction on password retrieval will be sent to your email.

Q 17: How do I change my personal details or email address?
You can easily change all your information on your account.  Go to the login page and log in, then click “my account” and “edit”. Here you can change all your contact information.

Q 18: Security
Our web store is secured with an SSL certificate. This means the information you input is encrypted and it will not be available to third parties.


Q 19: Can I track my order?
We will send you the tracking code of the shipment when the parcel has been sent.

Q 20: Shipping time?
Shipping time will be confirmed on the order confirmation document. Please refer to Shipping Policy

Q 21: Shipping cost?
Shipping costs depend on your location and the products on your order. Some products need to be shipped in dry ice. These dry ice shipments have a slightly higher shipping fee. Our online store shows the shipping fee and shipping cost automatically on the checkout.

Q 22: Changing the shipping address?
You can easily change your shipping address on your account. You just need to log in and click “my account” and “edit”.  You can also change the shipping address during the checkout process if you need. Just click “edit” below “shipping address”.

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