I ordered £146 worth of items on 17th Sept for next day delivery; it is now 29th Sept and my order has still not arrived. In fact I have just been informed by their customer services that a refund has been authorised and should be with me in 3-5 days. I did not ask for a refund - I wanted my original order! The Hermes site still shows a note from 18th Sept to say the parcel has been delayed and they'll have it on the move in 24 hours!! I have had to contact Customer Services daily asking for an update (they did not contact me); the return messages have all been very polite but only on the 3rd or 4th message did someone actually offer to refund the one day delivery charge. I was also told it would take 3-5 days for them to complete an investigation, which by the next message was then upgraded to up to 7 days. In this day and age, I would expect a large company to offer to send out a duplicate order while they chase their delivery company for the missing parcel. Unfortunately I will not be ordering from them again.