The support team on their website is really badly run. I ordered my water bottle in February, after a week or so, chased this up with the team and said it had been lost eith Hermes and sent a replacement which was fine. It is now April and I still haven't recieved it. They replied with it's been lost in the post again and asking for my details again. I have now just asked for a refund and without an apology, have just been refunded. It felt like I was talking to multiple people on the emails sent rather than one people dealing with my case. I asked to speak to customer service and did not recieve their details. Really bad service.