i have emailed all directors this email no response ... Dear Sir / Madam, I placed this order 11 days ago, my first ever order from studio and it was dispatched last Friday. I tracked my parcel on the my Hermes website and the parcel went into delayed status on Sunday. I did not chase it up until today but i have been informed that the parcel has been lost. I have requested a full refund only to be told i would have to wait upto 30 days whilst you raise a lost parcel query with my Hermes. Firstly my Hermes have confirmed that the parcel is lost so why do I have to wait whilst you recover your losses. Secondly the parcel contains christmas gifts for my children and as such to wait 30 days means i cannot replace such items from another retailer. I was given the option to re-order the parcel but i would have to pay again, when my funds are stretched at this time of year ? I understand that parcels from time to time will be lost for whatever reason however I am a firm believer in how a organisation resolves such issues and quite frankly the way your representatives have offered to resolve this particular issue does not deliver great service if anything it demonstrates a clear lack of respect and understanding of your customers. I ask you to review this complaint with the respect it deserves as i have handed over my well earned money in good faith to purchase goods from your organisation, not really a great first time customer experience which ditracts me from possibly using your organisation in future. I await your reply in anticipation.