Hermes delivery

My parcel was accepted at the drop off shop.  The online tracking says the parcel is on it's way to be delivered but this has not changed for 5 days.  The online bot says it is on it's way back to me. But I can't ask why or when.  I have tried calling then but my tracking number will not be accepted.
I do not know what to do next.  The company I am returning to are not able to help and say they can only refund upon receipt - which is obviously understandable

Where can I find a claims form for lost parcels and has anyone even succeeded with this process
Very frustrating situation, thanks for any help


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