I posted a brake caliper for repair then the company advised me before it was delivered to them, that they couldn't repair it. A phone call to hermes found a very helpful customer service advisor, who rang the courier, stopped it being delivered and arranged for it to be returned to me. Unfortunately, it didn't arrive for 6 days, due to an incorrect address being added. I found there call centre and online help no use then as the tracking number kept saying delivered so it wouldn't let me speak to a human being! Fortunately, the house it was delivered to did some investigation and finally rang me so I could collect it. Without this I would never have got it back.