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Starting to feel concerned about an item I have sent.

(5 Posts)
myshinynewusername Tue 04-Dec-18 16:44:55

I sold a dress on Ebay. The buyer is (according to her profile page) in Bulgaria. The address to send to is a Self Storage facility. I assume that this is a service which allows people in Bulgaria to purchase UK delivery only items and have them sent to this facility, which will then send the items onto Bulgaria.

The address was in this format (all details have been changed)

14531 Jane Smith
Self Storage Company
1 High Street
Newtown
Surrey
Postcode

I used Ebay Shutl to purchase a shipping label on Ebay, which I attached to my parcel. The courier is Hermes.

I dropped the parcel off at the parcel shop last Friday, and it has been tracking its way nicely through the system until yesterday (3rd) at 10:44, when it said that it was out for delivery and delivery would be attempted between 17:00 and 19:00. There have been no updates since then.

I have used Hermes a lot recently and it always says when the delivery has been attempted, whether successful or unsuccessful.

I did a live chat with Hermes, who were about as much use as a chocolate teapot. I then decided to Google the self storage facility. I rang them up and they explained that there are various companies operating in the building and asked if I knew which one I was sending to. I obviously don't know that, but when I told the operator that the buyer is in Bulgaria, he said he knew which company it would have been. I have been waiting all day for a callback from them.

I am concerned that Hermes may have lost or stolen this parcel, although I am also concerned it might be that they don't know which company to deliver the parcel to at the self storage facility, as the buyer might have been supposed to include that in the address.

What happens if the buyer doesn't receive the parcel because either Hermes has lost it, or because she mis-addressed it?

Frustratedmum78 Tue 04-Dec-18 16:47:06

I assume you’ll have to claim off the insurance that you took out to cover the cost of the parcel.

myshinynewusername Tue 04-Dec-18 16:52:46

Yes, I the insurance covers the selling price of the item, but what about the cost of the postage? Does that get refunded also? How long does it take to get the money back?

Sorry for so many questions, I have never had this sort of trouble before!

19lottie82 Tue 04-Dec-18 20:17:15

I find that contacting Hermes via twitter (UK based team) is far more constructive than trying to get anywhere with their live chat.

And yes, you will get the postage refunded plus the item price (assuming it is adequately insured).

myshinynewusername Tue 04-Dec-18 23:05:54

Thank you, will try that tomorrow then!

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