The mat I ordered had not been not delivered to my address, several weeks passed... I lodged a complaint via Resolver. It was perfectly clear in a photo of the package on a doorstep that Hermes had delivered it to the wrong address - nothing like any house in my road. Unexpectedly, after another few weeks a Cocoandcoir mat appeared on my doorstep. Therefore service is just about acceptable. I am happy with the mat, however in future I'll try to avoid ordering anything from a firm using Hermes for delivery. Most people would not bother going through the rigmarole necessary to get a replacement or a refund.