I ordered wool two weeks ago and as it was one ball over 20 balls it was sent by Hermes. I emailed customer service immediately to inform them that my flat buzzer is broken and Royal Mail are the only company who have access to the building. They took no notice and sent it by Hermes anyway. The courier was unable to locate where I lived 4 times so repeatedly I asked customer service to get this parcel returned and refund my money. I am still waiting two weeks later for a refund. Apparently I have to wait until the parcel gets back to the warehouse. I cannot understand why if the parcel is on its way back to them I can't have a refund. What happens if the parcel gets lost? I get no refund and that's not right.