I had to return an item of clothing which I had ordered online, I used the live message customer service and had to wait for around 20 minutes then there was a message saying "we are very busy and will cease contact in 5 minutes" Hermes did not collect as arranged the following day I was in the entire day and evening. I telephoned customer service to arrange another courier, this is not a freephone number, the courier did collect a week ago, I have emailed and have had no reply to my query re when the refund will be credited to my bank. I will not be purchasing any further clothing online again, as their lack of customer care does not encourage any future purchases.