Hermes Lost/ Stuck Parcels

Hi.

I have had previous dealings with Hermes with the same scenario, where by the tracking does not update for some time. DO NOT use the chat bot/social media or email address, just phone 0330 808 5456. Lines are open 8.30am-4pm Monday to Friday and 8.30am-2pm Saturday Once through on the phone they will go through and double check the status of the parcel, as the status can change in their system compared to what you can see. Explain your scenario that the parcel has not moved for some time and you believe the parcel is now lost.

Their policy is that if the parcel does not move for 7 days then you have the right for them to investigate. Most of the time in my experience, they will just agree its lost and send out a claims form via email. Some times though they may “investigate” and try to look for the parcel, but again it always ends up them just sending the claims form through all be it a few days later.

Alternatively, if you log into your hermes account and view the active parcels. Then next to the parcel click actions, then “report as lost” which should be a orange button. This button some times shows and if it does it will save you from phoning them.

Annoyingly you will have to wait up to 28 days for the refund of the claim and usually they wait till the last minute but will eventually pay back by Paypal.

Hope that helps and you end up getting it sorted