How do I package my items?
There’s no set packing rules we can provide you with; all we can advise is that you package them as securely as possible! Bear in mind that the packaging has to protect the items on the inside, so if in doubt grab the bubble wrap and sellotape and go mad.
I want to change my sending method, how do I do this?
If you want to change your sending method, you’ll have to contact our Customer Services department. Simply drop them an email explaining your situation and they should be able to provide you with some alternative options. Click here to contact us.
Can you narrow the collection window with the courier?
Unfortunately, as we use a third party courier company we are unable to narrow the collection window – sorry! The couriers operate within an 8AM and 8PM window and they plan their own collection routes day to day. If this isn’t suitable for you we do have a Leave Safe option or you could take them to your local Parcelshop.
How long will it take for the items to get to you?
If your items have been collected by our FREE Courier then it takes 3-5 working days for the items to arrive with us. Your courier should leave a card which contains your tracking number. Make sure you keep hold of this as it is acts as your insurance. As soon as we receive your items we will start processing them.
If you have used the FREE Send Service, you will also be given a receipt once you have dropped your parcel off at one of the many My Hermes Parcel Shops. Again, it will take between 3-5 working days for your items to arrive with us.
Items sent using our Smart Send Service should take 2-3 working days to arrive with us. You'll be able to track the progress of your items after you've sent them too.
If your items haven’t arrived within 7 working days (no matter which method you choose) then they may be lost in transit; please feel free to drop us an email with your tracking information and we’ll chase the matter up for you!
What is my tracking number and what do I need it for?
If your items haven’t arrived with us, then we’ll need your tracking information to chase them up.
If you are using the ParcelShop drop off then you will be given a receipt with a tracking number when you hand over your package.
If your items are being collected by our FREE Courier, you can use the number next to the barcode on your courier label to track your parcel on the MyHermes website. If you don't have your tracking number, just contact our Customer Service team and they'll track the parcel for you!
Please make sure that you contact us within 28 days regarding the arrival of your items – the quicker we get this sorted, the quicker we can get your items processed.
I missed my collection, what can I do?
Don’t worry about it! We can always arrange another collection or you can take your items down to your local ParcelShop, where you'll be able to use the same label. Just drop our CS team an email and they’ll be happy to sort everything out for you.
I'm using the FREE Courier Service, but I have over 10 boxes, what should I do?
The maximum number of items we accept is 500, and we only accept 10 boxes. This means that if you have 10 boxes, you only have 50 items in each box. Spacing out items like this means that your items may arrive separately, which will mean we'll have to wait until every item is with us until we can issue your payment - which could take longer than we would like for our customers to wait for their CASH. We would suggest packing your items into fewer boxes, so that more of your items reach us together so we can get your cheque to you much faster!
Do you have a limit on the amount of items per box?
As our courier service has a weight limit of 15kg per box, they wont accept any parcel containing more than 100 items.
What is the FREE Send Service?
Our FREE Send Service makes it easier and more convenient for you to send us your items for FREE because the service runs 7 days a week.
Using our great FREE Send Service means:
- You can send us your items as WEEKENDS and in the EVENINGS
- Your items are FULLY INSURED
- Our FREE ParcelShops are usually located WITHIN 1 MILE OF YOUR HOME
All you have to do is pack your items and drop them off at one of our FREE ParcelShops. To find your closest FREE ParcelShops please click here or go to /find-a-parcel-shop/
Just pack your items into a box (please do not put more than 60 items in a single box); don’t worry if you have lots of items, please just use multiple boxes. Then attach the FREE Send Service label that we have sent to you in your Pack & Send Guide to the box.
If you have more than one box, that no problem; all you need to do is print more FREE Send Service Labels, which is easy. Just Sign In to your Account and go to “Order History” and click on the “Printer Icon” next to the relevant Order Number and you can print as many labels as you need.
Please ensure that each box you send us has a Label on it that is easy to read.
Find your nearest FREE ParcelShop
To find your closest FREE ParcelShops, please visit /find-a-parcel-shop/ and simply type in your postcode.
Can I use the same Send Service label again?
No, each label is unique.
If you have more than one box, that’s no problem, all you need to do is print more FREE Send Service Labels, which is easy. Just Sign In to your Account and go to “Order History” and click on “Print additional labels” next to the relevant Order Number and you can print as many labels as you need.
The store won't accept my Send Service parcel, who do I contact?
If the store say they can't take your parcel for whatever reason, just give us a call on 0333 555 0101 or email us at enquiries@musicMagpie.co.uk and we'll soon have your parcel on its way.
What is the Smart Send Service?
Our Smart Send Service is our super-convenient send option which lets you drop off your items at any Royal Mail Post Office, for FREE.
All you have to do is pack your items using the check list in your Pack & Send Guide and drop them off at your local Post Office.
Just pack your item into a box then attach the Smart Send Service label that we have sent to you in your Pack & Send Guide to the box.
How do I qualify for the Smart Send Service?
Our Smart Send Service is available to all customers who sell items which fall within the size and weight restrictions. Don’t worry, we’ll work that out for you and only offer the service that’s relevant to your order.