Ordered two items (socks & duvet cover) socks arrived safely within 48 hours. Tracking info revealed the duvet package had arrived at Hermes on 27/10 and had failed to go out for delivery from there. After 4 emails & 4 different Customer Support responses, ALL of which failed to address my questions, that the package had been damaged & why it could not still be delivered to me (as it's now out of stock & cannot be replaced) a refund (which I DID NOT request) was issued. I would add that I have had similar probs with parcels arriving at Hermes Depot that failed to get delivered, yet M&S cannot answer why if the package was just damaged I could not still have it re-delivered. I mean how much damage can you do to a cotton duvet cover? Customer Support were incompetent & failed to read what the previous 3 other customer support had written to me it seems!