Sally says:

I receive many complaints about courier packages that go missing and share your opinion that their disappearance without explanation is not acceptable as it can only undermine confidence in such services.

Though some packages inevitably vanish, especially in the peak pre-Christmas rush, I felt there was more that Hermes could do to help retrieve it or make up for the loss.

Hermes provides insurance cover automatically with its standard deal, but it is set at just £20, which in no way reflects the value of your print. Customers can opt to pay for extra cover but only up to a maximum of £300. This is why Hermes is one of the cheapest services. You get what you pay for.

The charity organiser who arranged the collection of your painting told me she had never used a courier service before and simply picked Hermes after doing an online search for top delivery companies. She was not aware of the insurance limits.

She was told by Hermes that the quickest way to resolve the situation was to “contact the retailer/sender of the parcel who will explain their options to you, which may include a refund or replacement”. This was not an option as there was no money exchanged and you did not have another painting to offer the charity.

I contacted Hermes to put it in the picture and add my consumer champion weight to your complaint. I am pleased to say that it did not take long for it to agree that you should be compensated. A spokesman said: “We have been in touch with the customer to apologise. We have paid her £1,000 to donate to this great charity and will continue to search for her painting.”

It is generally a good idea to think about paying extra when sending high-value items. Adam French, consumer rights expert at Which?, said: “You can get additional protection with most couriers if you purchase insurance, or pay for delivery methods that include extra liability cover – such as Royal Mail’s recorded delivery. I urge people to read the terms to be sure they know exactly what is and is not covered.”