Terrible dishonest company. Worst customer service i've ever experienced. I purchased a pair of Candice Cooper boots for £194.99 they arrived just fine but I decided not to keep them and returned them a couple of days later. I used their pre-paid returns system through Hermes. I received notification that my return was in their system and i'd be refunded within 14 days. After 14 days there was no refund so I contacted customer services who asked me to provide a photo of the Hermes ticket I was issued when the returned was processed. I did this, then after a bit of back and forth with Customer Services not being able to find my return. They said that the box had arrived at the warehouse empty!! and I had to include the items if I wanted a refund. I was shocked as I absolutely included the boots! They were either lying or this was an issue that had taken place within their return system. I asked them to investigate the matter internally but they point blank refused and said it wasn't possible for an item to be removed from the box. I was a victim of these going missing but they were so unhelpful and accusatory to me that I reported it to the UK police. They had me doubting the Hermes driver but now reading the reviews on here this seems a regular occurrence for this company not to refund and I no longer believe it to be a Hermes issue but rather an internal issue. Either they are completely incompetent or fraudulent but currently they have stolen £194.99 of my money and won't communicate with me through customer services. Shocking, shocking state of affairs that I had to deal with with the police and paypal in the days before Christmas which proved a total drag. I feel like i've been robbed of £194.99. Avoid like the plague! 1 star is too many wish there was a zero option. They need to not be trading if they trade in this corrupt manner.