We use Hermes for several reasons and 1 is that all orders are tracked with the courier taking a photo of completed deliveries so we can prove they have been delivered.
Now sometimes parcels are marked as delivered and there is a photo to prove this but customers claim they have not received the item. If this is you then please submit a support ticket and we can investigate.
If the parcel has been marked as delivered but the delivery photo is not your address, or totally random, or it has been signed for but not by anyone at your address then we need to investigate this.
All claims of missing parcels have to be sent to our account manager with Hermes to investigate and this can take up to 7 days to complete.
A refund will be issued with the claim is validated, however if we believe the parcel has been delivered, photo evidence and courier testimony concur this then we can not refund these orders.
All orders over £20 are required to have a signature to prove delivery. If you reject the signature on the tracking then we will investigate this.
For any issue please leave a support ticket.