Please accept my sincere apologies for any inconvenience caused and we do empathise with your situation however we need to reiterate the policy in relation to excluded items and parcel compensation. The myHermes website clearly states what items are deemed to be excluded and you are prompted to review our excluded list before purchasing our service. By agreeing to our terms and conditions, which you have accepted by virtue of using our service, and which are part of the legal contract between you and us make it clear that, “We will not be liable to you nor pay you any compensation for damage in relation to any goods that are excluded from compensation for damage”. As a gesture of goodwill we have refunded your postage back into your account. Once again please accept our apologies. Rosie myHermes