I cannot stress enough how terrible the customer service has been for me and my mother who sent the parcel. Absolutely no help, on live chat they just copy and paste the same message over and over even though I asked for an explanation as they kept asking me for a business invoice. Even though my mum was simply trying to send my niece the only picture we have of her dead mother. Now it seems the parcel has been lost. Who knows? As all they keep asking me for is an invoice, delivery note etc. The parcel was sent on the 17th of December 2020. It is now the 16th of January 2021. I still don't have an update and my family is beside themselves. USE ANYONE ELSE BUT PARCEL MONKEY. Probably better using the courier service directly. I have learned my lesson.