Recently Hermes lost our parcel in their depot and didn't tell us for 2 weeks. After we discovered the problem, we waited 14 working days for a response to the refund request with no repsonse. After trying to contact them many times they eventually got back to say they would not refund us as the parcel had no cover, even though we did have the free £20 cover. It's been a difficult experience and not an easy one, we are looking to move parcel service asap. Cheap and easy, until you have a problem. Before this the service was generally fine, but our parcels have never contained anything particularly breakable.