Having been forced to refund a customer due to a lost parcel via Hermes I naively thought that the duty to customer care would prevail. How wrong I was... 3 months later, and despite insuring the item for the market value I have been stalled at every. First there was the automated email, then 3 'we are still investigating' then the please provide collection details and now the latest - please provide proof of collection and proof of value. The link provided does not exist and of course there is no ability to contact directly. Utterly useless - Avoid, Avoid, Avoid !