Used them twice in six months. Vowed I would never use them after the first time. Posted some ornaments very well packaged, fragile tape all around the box so absolutely clear that it should be handled with care. Arrived at the destination and every item was smashed to fragments. Finally got in contact with Hermes (phone number pushes you to live chat, live chat pushed me to email) and after two weeks of waiting was told I was not covered due to them being on the "excluded" list of items. I paid extra for higher level of insurance, even told them at the time what I was posting and yet had absolutely no clue that ornaments were excluded until they emailed me a 50-page document of excluded items. Second time using them after six months. Had a dog guard for a car boot to post - quality metal so no chance of damage to this one so no way they can mess up, right? Wrong, It was picked up on a Friday from my work address, and on Monday a different delivery driver arrived with my package. I said I'm the one who sent it and they wouldn't take it back and said I need to sign for it and speak to customer service. Again, phone sent me to, live chat. Took me 40 minutes to finally get customer service to accept that it wasn't delivered to the delivery address and instead had been returned. The problem we have is that we do not have a genuine competitor at the right price range since The Royal Mail price hike - both of the above would have been over £25; with Hermes? £8.60. Use at your discretion, it's cheap but you end up wasting time dealing with issues.