How to Complain to Evri (2026 Step-by-Step Guide That Actually Works)

Parcel marked “delivered” but it’s nowhere to be seen?
Box turned up crushed?
Tracking frozen for days?

Here’s the most important thing you need to know:

If you bought something online, do not start with Evri. Start with the retailer.

That one move solves most cases faster than sitting on hold.

This guide shows you exactly who to contact, what evidence you need, and how to escalate if you’re getting nowhere.

Updated June 2026.

Evri Contact Details (Quick Reference)

Phone: 0330 808 5456
Hours: Mon–Fri 8am–4pm, Sat 8am–2pm
Help Centre: evri.com/contact-us
Escalation email: customersolutions@evri.com
Address: Executive Office, Capital House, 1 Capital Boulevard, Morley, Leeds LS27 0WH

Step 1: Work Out Who Is Actually Responsible

This is where most complaints go wrong.

If You Bought the Item

Under UK consumer law, your contract is with the retailer, not the courier.

If your parcel is:
• Lost
• Damaged
• Marked delivered but not received

The retailer must refund or replace it.

They then chase Evri themselves. That’s not your job.

I’ve seen readers waste weeks arguing with Evri when one firm email to the retailer would have triggered a refund.

Start there.

If You Sent the Parcel

Now your contract depends on how you bought the label.

If you purchased directly from Evri, you complain to Evri.

If you bought via a broker (for example, through eBay shipping services), you usually complain to the broker, not Evri directly.

If you used Vinted, disputes must be raised inside the Vinted app. They manage the courier relationship.

Get this bit right and everything else becomes easier.

Step 2: Gather Evidence Before You Contact Anyone

Evri rejects a lot of claims for missing documentation.

Have ready:

• Tracking number
• Screenshots of tracking history
• Order confirmation
• Proof of value (receipt or invoice)
• Photos of item and packaging (for damage claims)
• Drop-off receipt (if you’re the sender)

If tracking says “delivered” but nothing arrived:

• Photograph your front door
• Check safe place settings
• Save any doorbell footage

Send everything in one go, so you can get through the process quicker.

Step 3: Contact Evri (If You’re the Sender)

Use the Help Centre first; it directs you through chat or callback options.

Phone: 0330 808 5456

Some readers say entering a completed tracking number can unlock human support quicker. Once connected, explain the actual issue.

Keep it clear and direct:

“I am the sender of parcel [tracking number]. The issue is [lost/damaged/not received]. I’ve attached photos and proof of value. Please confirm the next steps for compensation.”

Step 4: Making a Claim

If you’re eligible, Evri typically refunds:

• Postage cost
• Item value (within compensation limits)

Important:

Standard compensation limits are low. If you didn’t buy additional cover, higher-value items may not be fully reimbursed.

Check the prohibited and non-compensation item lists before claiming. Glass and fragile goods are often excluded.

There are also time limits. Don’t delay reporting loss or damage.

Step 5: If You’re Getting Nowhere

If Evri or the retailer stalls:

Go Back to the Retailer (If You’re the Buyer)

They are legally responsible. Remind them of this.

Escalate via Email

customersolutions@evri.com

Payment Protection

If you paid by card:

• Chargeback (debit card)
• Section 75 (credit card purchases £100–£30,000)

This is often the fastest resolution when retailers drag their feet.

Alternative Dispute Resolution

You can approach an approved ADR body via the Chartered Trading Standards Institute list.

Small Claims Court

Last resort: Money Claim Online.

Ignore any guide mentioning the EU Online Dispute Resolution platform, it closed in July 2025.

What If Evri Doesn’t Respond?

Wait 7–10 working days.

Then:

• Check spam folders
• Confirm you received a reference number
• Resubmit using a different method (chat or phone)

Keep records of every contact attempt.

Documentation wins disputes.

Why Evri Complaints Get Rejected

Most common reasons:

• No photo evidence
• Claim submitted outside time limit
• Item excluded from compensation
• Wrong person submitting the claim
• No proof of value

How to Avoid Problems in Future

If you’re sending parcels:

• Add compensation cover for valuable items
• Photograph contents before sealing
• Keep drop-off receipts
• Screenshot tracking updates

If you’re buying:

• Use tracked delivery
• Keep packaging until satisfied
• Report issues immediately

If you’re trying to avoid certain couriers altogether, you might also want to check which companies use Evri before ordering.

Final Word

Evri handles millions of parcels each week. Most arrive without issue.

But when something goes wrong, speed comes from knowing who is responsible.

Buyer? Contact the retailer.
Sender? Follow the evidence-led claim route.

Further reading

Prefer not to deal with them again? Find out which retailers use Evri to send parcels.

FAQs