Hermes - how long before item is declared as lost

epm-84

I've sent an item using Hermes and 3 days after sending it went to "We're sorry your parcel has been delayed.  We aim to have it moving in the next 24 hours" and it's stayed on that for 6 days now.

Do Hermes have a time frame when items can be declared as lost, like Royal Mail have the 10 'working days' policy?

theonlywayisup

6. How to make claims for compensation

6.1.	We need you to notify us in writing of any claim for Loss or Damage or Late Delivery within 28 days of the date of the relevant Order. The sooner you make your claim, the easier it is for us to investigate.
6.2.	When we receive your claim for Compensation, we may require you to back up your claim by providing us with any relevant information about the relevant Parcel and or Goods including without limitation:
(i)	proof of the Parcel's dispatch;
(ii)	photo evidence of any damage or other issues;
(iii)	estimates for the repair of the Goods;
(iv)	proof of the value of the Goods;
(v)	the cost price of the Goods and related proof including receipts; and
(vi)	details of the weight, size, volume and nature of the Goods.
6.3.	We may make any investigations that we think are necessary to check out any claim.
6.4.	Any claim for Compensation must be made on a properly completed Claim Form which we will provide to you. You can contact us to make your claim by any method set out on our Contact Us page. You should send this Claim Form with the required supporting evidence to us so that we receive it within 14 days of the date that we provided it to you.

I couldn't see a minimum period on their T&C, just the maximum.  I would be inclined to claim sooner rather than later. 

Edit - sorry about that horrible quote paste, that was from their website.

epm-84

"Using any method set out on our Contact Us page" - that's a chat bot which just tells you the last update on the parcel when you enter the tracking number and a phone number.  Logically they would have an online form like Royal Mail have, especially when they say they require the claim 'in writing'.

I find it a bit strange they effectively say 'the sooner, the better" as won't that just invite a lot of phone calls from people complaining the item hasn't been delivered one day after the estimated date?

olgadapolga

I think it's about ten days but not absolutely certain about that.

You can tell, though, by finding the parcel on your account under 'active parcels' and clicking on the 'actions' button. If your parcel is deemed lost then a yellow button will appear that allows you to make a claim for it.

The bot is annoying and pretty useless. It is possible to get through to them on the phone but you have to ring as soon as the lines open and be prepared to wait.

Their claim forms are online and can only accessed through the yellow button under 'actions' or if they send you a link to it.

epm-84

olgadapolga said:

You can tell, though, by finding the parcel on your account under 'active parcels' and clicking on the 'actions' button. If your parcel is deemed lost then a yellow button will appear that allows you to make a claim for it.

Thanks but that seems to how it works on the 'classic site', I did a single parcel order by going to myhermes.co.uk so it's been placed on the 'new site' and the order doesn't appear if I click to go to the 'classic site.'

All I can see on the new site is a Status heading with an orange box saying "Active" underneath.

olgadapolga

epm-84 said:

olgadapolga said:

You can tell, though, by finding the parcel on your account under 'active parcels' and clicking on the 'actions' button. If your parcel is deemed lost then a yellow button will appear that allows you to make a claim for it.

Thanks but that seems to how it works on the 'classic site', I did a single parcel order by going to myhermes.co.uk so it's been placed on the 'new site' and the order doesn't appear if I click to go to the 'classic site.'

All I can see on the new site is a Status heading with an orange box saying "Active" underneath.

Ah. I only use the 'classic' site. Sorry not to have been able to help. I think that you'll have to try ringing them.