Published 19 April 2026
Updated 20 May 2026
Evri Compensation Claim UK: How to Get Your Money Back
Quick Answer
If Evri lost or damaged a parcel you ordered online, skip Evri's claim form. Under Section 29 of the Consumer Rights Act 2015, the retailer is legally responsible until the parcel reaches you. Contact the retailer and demand a refund or replacement. Evri's own compensation caps at around £25 for standard deliveries and pays the sender, not you, so chasing Evri directly rarely works.
The fast answer: claim from the retailer, not Evri
If you ordered something online and Evri lost or damaged it, your contract is with the retailer, not Evri. Under Section 29 of the Consumer Rights Act 2015, the retailer is responsible for delivery until the goods reach you. Evri is the retailer's subcontractor, their failure is the retailer's problem to fix. Filing a claim with Evri wastes time because the payout goes to the sender (the retailer), not you. For the courier-side process, see our Evri compensation page.
What Evri's own compensation actually covers
Evri's standard compensation is capped at around £20 for lost or damaged parcels unless the sender paid for enhanced cover (up to £999 under current Evri guidance — verify on the Evri website). The claim can only be filed by the sender, usually the retailer. Resolution can still take time. On a £100 order, £20 is not a real refund. That is why the retailer route is faster and fuller.
Evri compensation: your three routes
Standard Evri service (no extra cover): up to £20 for a lost or damaged parcel, paid to the sender, not to you as the recipient. Enhanced cover (purchased at booking by the sender): up to £999 under current Evri guidance — verify the exact limit on the Evri website before quoting a figure. Via the retailer under the Consumer Rights Act 2015: the full value of your order, regardless of any Evri cap. This route is available to you as the buyer whenever the retailer arranged delivery, and it is almost always the faster and more complete remedy.
How to claim your refund
- Screenshot the Evri tracking page showing the last scan, any delivery photo, or failure status.
- Rule out the obvious: check with neighbours, any safe-place agreement, and inside your property.
- Contact the retailer within 30 days of the expected delivery date and explain Evri has failed to deliver.
- Reference Section 29 of the Consumer Rights Act 2015 and demand one clear outcome: refund or replacement.
- Give a written deadline, typically 5 to 7 working days, for the retailer to respond.
- If they try to redirect you to Evri, push back: your contract is with the seller, not the courier.
- If the retailer refuses, escalate by Section 75 (credit card over £100), chargeback (debit or smaller credit card purchases), or PayPal Buyer Protection.
Evidence checklist
- Order confirmation email with date, item, price, and order reference.
- Full Evri tracking history, screenshot it, do not just save the link (tracking data expires).
- Any delivery photo Evri attached to the scan.
- Proof you checked neighbours, safe places, and inside your property.
- Copies of every message to the retailer, with dates and times.
- Your payment method details, needed for Section 75 or chargeback.
If the retailer refuses to refund
A retailer who will not refund is in breach of the Consumer Rights Act. Your next steps depend on how you paid. Credit card purchase over £100: open a Section 75 claim with your card issuer. Debit card or smaller credit card purchase: request a chargeback from your bank. PayPal: open an Item Not Received dispute within 180 days. For the full escalation flow, see what to do when a retailer redirects you to the courier.
Template: email to the retailer
Subject: Evri Delivery Failure, Refund Required, Order your order reference Dear Customer Service, I am writing about order your order reference placed on your order date. Evri has failed to deliver. Tracking last updated on your order date at the last known status and the parcel has not reached me. Under Section 29 of the Consumer Rights Act 2015, you are responsible for delivery of the goods until they reach me. Evri's failure is your responsibility as the sender. I have waited [X] days and confirm the parcel is not at my address, with neighbours, or in any safe place. Please issue a full refund or replacement within 7 days. If not, I will escalate through my card provider under Section 75 or chargeback and to Citizens Advice. Yours sincerely, [Your Name] [Your Address] [Order Reference]
If you sent the parcel yourself: how to claim directly from Evri
If you booked and paid for the Evri label yourself (not a retailer order), you are the sender and can open a claim directly. Go to evri.com and use the Ezra webchat to start a lost parcel claim. You will need: your Evri tracking number, a description and value of the contents, proof of value (receipt, invoice, or screenshot), and your drop-off receipt or proof of posting. Standard cover is up to £20; if you purchased enhanced cover at booking, check your confirmation for the ceiling. Claims take up to 15 working days. For the full Evri claim steps and compensation table, see our Evri lost parcel compensation guide.
For courier-specific help, compare Royal Mail, Evri, Yodel and DPD guidance. If your case is a lost parcel, marked delivered, damaged parcel or doorstep theft issue, use the matching scenario page to generate the next steps for your case.
Frequently Asked Questions
Can I file an Evri compensation claim myself as the recipient?+
No. Evri's process only accepts claims from the sender (the retailer). As the recipient of an online order, your claim is against the retailer under the Consumer Rights Act 2015, not Evri.
How long should I wait before treating an Evri parcel as lost?+
Five working days past the estimated delivery window is a reasonable threshold. If tracking has not updated in 48 hours after the expected delivery, contact the retailer, you do not need to wait for Evri to formally declare it lost.
What if Evri marked the parcel delivered but I never received it?+
Ask Evri for the delivery photo and GPS location. If they cannot prove it reached your address, the retailer must treat it as undelivered under Section 29. Escalate via the retailer, not Evri.
Does Evri pay compensation to me directly if the retailer refuses?+
No. Evri's payout goes to the account that booked the delivery, almost always the retailer. If the retailer refuses, your route is Section 75, chargeback, or PayPal Buyer Protection, not Evri.
How long does an Evri compensation claim take?+
Evri says claims take up to 15 working days to process. If this was a retailer order, do not wait for Evri — contact the retailer the same day and ask for a refund or replacement under the Consumer Rights Act 2015.
Can I claim compensation from Evri if I didn't buy parcel protection?+
Yes, up to the standard free cover limit (currently around £20), but only if you are the sender. As the recipient of a retailer order, your route is against the retailer, not Evri, regardless of whether protection was purchased.
What is the maximum compensation Evri pays?+
Evri's standard free cover is up to £20 per parcel. Enhanced cover, if the sender purchased it at booking, can raise the ceiling significantly — verify the current limit on the Evri website before quoting a figure in a complaint. Neither limit caps what the retailer owes you under the Consumer Rights Act 2015.