Horrendous customer service, item was reported missing by UPS within hours of me placing the order. UPS informed Hermes immediately, but I was not made aware at all, I checked the tracking on the day the parcel was due and found out then. I emailed Hermes who ignored me, I emailed again, they responded stating that they were investigating, by which time Christmas had come and gone, and my partner had no present. I have called Hermes and demanded replacement or refund, to which they have said I need to wait for them to investigate with UPS and recover the money or item from them before they will reimburse me! I am sure this is unlawful. It is now two weeks later and still no replacement or refund. They do not respond to emails, or return calls that they say they will. All the while, my money is in their account accruing them interest. I am absolutely shocked that a large, premium company like this are running such a cowboy operation! I will never buy from them again, and now don’t even want the gift! Give me my money back!