I made an online order. I received it on 20/06/2019. I have returned 23 items via Hermes courier using River Island Parcel collection. Which means I use this service through River Island's website. I sent one parcel on 22/06/2019 with 23 items with the value of £285. I have been waiting for ages to get confirmation about the returns. I ring the customer service several times and I have been advised to wait. On 4th of July 2019, I got an email that only 5 items are returned. When I contact the customer service about my issue and sent Hermes courier receipt and I filled a form again with my returned items. I received an email that "After looking into this with both our distribution centre and our payments team, we have concluded that we will not be able to refund you for these items. Due to us not knowing the weight of the parcel being returned, as the Hermes courier collection do not offer this" Thus, I have been penalised for an error with their system. Hermes courier is running through River Island and the items are lost through the return by its courier. Thus, River Island is totally responsible about the returns not me. If Riverisland has a dispute with Hermes, this should be managed by River Island not me. I sent all my returns in one parcel and I filled in the returns form with 23 items. Thus, if you received the parcel, all items should be refunded not only part of it. This is the first time to have such bad and unfair experience. Actually, I am very unsatisfied and I am planning to take legal actions.