[mothered]

They didnt tell me directly that hermes is coming to pick it up but when i view the return label thats what it says.

It has gone to the specialist team now, should I just keep the story going?

I'm at a loss as to why It's been escalated to their (so-called) specialist team, when the return label has been processed. That Is, their Intentions are clear on how the claim Is dealt with.

I'd say to stick with your story, and their response will be your next course of action.