Frequently Asked Questions
How do I make a purchase?
To make a purchase, visit our online shop.
* Select the item you would like to purchase then select ‘Add to Basket’.
* You can return to the shop to continue shopping and add more items to your basket, then when ready select ‘Proceed to Checkout’ to complete your order.
* Alternatively, you can purchase items over the phone by following the instructions below.
Can I place an order by phone?
Yes, you can contact us on 01481 700030.
Our team are available Monday – Friday, 9am – 5pm.
Please have the names of the items that you wish to order ready to assist our staff in processing your request efficiently.
NB: During the coronavirus pandemic, we may not be able to answer the phone due to staff shortages.
What payment methods do you accept for online orders?
You can pay via PayPal with your own PayPal account or with a credit card if you don’t have a PayPal account.
Shipping & tax are incorrect in my basket, what should I do?
Shipping and tax are not calucalated until after the full delivery address has been entered at checkout.
If you require further assistance, please email firstname.lastname@example.org
The item I want is out of stock, will you be getting more?
If the item you would like to purchase is out of stock, please email email@example.com. We will advise if new stock is on order and reserve the requested items for you.
How much is delivery?
Standard shipping costs as follows:
(orders that weigh over 1kg will incur additional shipping charges)
Do you offer same or next day delivery?
Given our unique location, we cannot guarantee delivery dates. However, if the purchase is for a birthday or special occasion please email us at firstname.lastname@example.org so we can prioritise your order.
How long will it take for my order to arrive?
It is difficult to provide exact delivery timescales; estimated delivery times as follows:
Guernsey: 1–5 working days
UK, Isle of Man and other Channel Islands: 5–10 working days
Europe: 7–12 working days
International: 10–14 working days
Please note: these delivery estimates may be a little longer until C-19 restrictions are lifted
How do I return an item?
Please post the item you wish to return to the address below:
The Herm Shop,
Guernsey GY1 3HR
Inside the parcel, please include your name, contact number, online order confirmation number and return details – refund/exchange/replacement. Upon receipt, we will contact you on the phone number provided to organise your refund if this has been requested.
All customers must pay postage for goods to be returned. We recommend using a tracked service to ensure your items reach us safely.
Returns can also be brought into store along with the invoice once restrictions have been lifted.
How long do I have to return or exchange an item?
Due to current lockdown regulations we are extending our return/exchange policy to 30 days from the date of delivery.
As Herm Island is currently in lockdown, it is not possible to return an item in person. If you would prefer to return an item in person after government restrictions have been lifted, please email us within 14 days of receiving your purchase. We simply require your name, order number, details of the item you wish to return and your preference to do this in person once we open again.
How long will my return/exchange take to be processed?
Once your return has been received, it will be processed within 3 working days.
Do you offer a gift-wrapping service?
We appreciate that many items may be bought as gifts therefore we are happy to offer a gift wrapping and card writing service to make your purchase extra special. Please contact with any specific requests and/or messages before placing your order. A small additional fee will apply for this service.
If your question has not been answered in our FAQs, please email email@example.com and a member of the team will respond as soon as possible.