I ordered wool two weeks ago and as it was one ball over twenty balls it was sent by Hermes. I contacted customer service to make them aware that my flat buzzer is broken and Royal Mail are the only company who have access to the building. They took no notice of this and sent it by Hermes anyway. I have been waiting ten days for a refund and I have been told I have to wait until the parcel is back in the warehouse. Surely from checking the tracking they can see this has been on its way back to them since 12 February. In view of this like other companies have. I am a bit concerned that if the parcel gets lost I won't get my refund and that's not right it's not my fault. Customer service have tried to help a bit but all I want is my refund please.