Absolutely dreadful company. Bought insured Hermes shipping through them, the package got lost (that part is on Hermes), but it took days to get through to anyone at Packlink. Then they set up a support ticket for the issue and I hardly heard anything from them. I constantly had to ask for status updates. Meanwhile, Hermes would not deal with me directly as I bought the postage through Packlink. Eventually Hermes did admit they lost the parcel. Trying to put in a claim with Packlink is equally as frustrating and long-winded. In the end it took almost 3 months to receive a refund and even that came with a threat in the email stating "If we find the package is delivered after this refund then we reserve the right to take legal action to recover the funds" - a bit cheeky considering according to Ebay you have to refund the customer after about 30 days, so whether it gets delivered after that or not, you should still get the refund as they have failed to provide the paid-for service. Avoid (also avoid Hermes)! Buy directly from the couriers, it's no difference cost wise.