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Evri complaints process - contacting Evri

We are sorry that you’re not happy with the service from Evri.

Evri

Are you the recipient?

You are the person waiting to receive a parcel from a retailer, shop, marketplace, seller or friend/family member.

A close-up of a customer sitting on a sofa, holding their phone and looking at the screen. The display shows the 'Track' page for the customer to track where their parcel is on its journey.

If your parcel is delayed, marked as delivered but you do not have it, or arrived damaged, you should contact the sender. In most cases, this will be the retailer you bought the item from.

They can provide you with a refund or replacement - Evri cannot do this. The sender can also contact Evri to find out more about your parcel.

Are you the sender?

You are the person who has purchased a label directly from Evri’s website and are sending the parcel.

Customer walking towards a ParcelShop store holding a parcel. The blue Evri signage can be seen on the storefront with a free-standing sign near the entrance.

If you sent a parcel with Evri and have an enquiry or complaint, please contact us via our online chat or call us on: 0330 808 5456.

Lines are open 8am - 4pm Monday to Friday and 8.30am - 2pm Saturday.

If you sent a parcel via Evri, but used a third-party service, such as eBay or Parcel2Go, you should contact them directly.

Parcel enquiries

Find quick answers to the most frequently asked tracking and delivery enquiries

A female van driver dressed in an Evri branded hi-vis vest is sat in the cabin of her van. A pile of parcels is placed on the seat beside her.

Parcel is delayed

Your parcel hasn’t updated as expected, but it’s likely still on its way. We’ll help you check what’s happening next.

Find out more
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Parcel is delivered, but not received

Tracking shows delivered, but it hasn’t reached you or your recipient yet. We’ll help you locate it quickly and easily.

Find out more

Need help with something else?

Browse all help topics to find the right answers or support for you

Receiving a parcel
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Sending a parcel
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Sending a parcel
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International parcels
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It's something else
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How to make an enquiry or a complaint

If you want to make an enquiry or a complaint, the way to contact us is the same. You can contact us in two ways:

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Online chat service

Get quick support through our chat assistant, with instant help or an enquiry raised for our team to follow up. Start a chat

Phone

Telephone message service

Call our voice assistant to get support or leave a message, and we’ll investigate and respond once we’ve looked into it. Call us

An older man is navigating the Evri website. The help page is visible on his screen. The photo is taken from his perspective.

What do you need to do?

  • Please have your parcel tracking number ready to share with us. You can find this 8- or 16-digit number in the email or text from Evri letting you know we are delivering your parcel
  • Please give us the name as it appears on the parcel
  • Please provide the email address used to order the parcel

How to find my tracking number?

The tracking number is the 8- or 16-digit number which is found in the email or text message from Evri letting you know that we are delivering your parcel.

Our complaints process

What will happen with your complaint/enquiry?

1

We will use your tracking number to gather information about your parcel and its location.

2

If we cannot provide a response using our automated service, the enquiry or complaint will be passed to a customer service agent to investigate and respond.

3

A customer service agent will get back in touch with you.

Escalation

If you are not happy with the outcome, you can contact us again via the same methods and let us know you wish to escalate your complaint. 

We will add this to your existing complaint or enquiry, so we have all your information, and you do not need to provide it again.

An Evri office worker is talking on a headset whilst at their laptop

Timeline

  • We aim to respond to most cases within 24 hours, but this may not always be possible where a more in-depth investigation is required.
  • We resolve 92% of complaints in three working days.

What not to do

  • To help us answer your enquiry or resolve your complaint as quickly as possible, please only contact us via these channels. 
  • Contacting us via other methods may slow down our investigation and response to you.
  • Please do not send written correspondence via post to our offices.