Evri Lost or Damaged Parcel? How to Claim Compensation

Evri, formerly known as Hermes, delivers more than 700 million parcels a year in the UK. If an Evri parcel is lost, damaged, or marked as delivered when it never arrived, the route you use matters. This guide covers Evri claim limits, the short deadlines, and when to press the retailer instead.

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Quick answer

If your Evri parcel is marked delivered but not received, or lost in transit:
Contact the retailer first, not Evri.
Under the Consumer Rights Act 2015, the seller is legally responsible until the goods reach you.
You may be entitled to a full refund or replacement.

Evri complaint steps at a glance

1Check your tracking on the Evri website or app for the latest status update. Look for photo proof of delivery and any GPS location data.
2Use Evri's online chat or contact form to raise a complaint. They typically respond within 48 hours but can take up to 10 working days for investigations.
3If Evri can't resolve the issue, contact the retailer directly. Under the Consumer Rights Act 2015, the seller, not the courier, is legally responsible for making sure your parcel reaches you.
4If neither Evri nor the retailer helps, escalate to Citizens Advice or consider a chargeback through your bank or card provider.

Evri compensation at a glance

Type	Limit / Timescale
Lost parcel (standard)	Up to £20
Lost parcel (enhanced cover)	Up to the amount purchased at booking (up to £999 currently offered)
Damaged item	Up to £20 (standard)
Who claims?	Sender (retailer) files the claim
Resolution timescale	Up to 28 days

Compensation limits may vary, verify current limits on the Evri website.

Evri claim route at a glance

Question	Practical answer
Who should a shopper contact first?	The retailer, because the seller usually owns the delivery obligation.
Who usually opens the carrier claim?	The sender or contract holder, often the retailer for online orders.
What evidence matters most?	Tracking, delivery photo or signature, proof of value, packaging photos for damage, and written retailer replies.
When should you escalate?	After a refusal, weak proof of delivery, or repeated delay without a clear refund or replacement decision.

Specific Evri problem guides

Evri delivered but not received Evri late delivery Evri damaged parcel Evri doorstep theft Evri lost return parcel

Your legal rights

Under the Consumer Rights Act 2015, the retailer is responsible for your parcel until it's safely delivered to you. If Evri loses or damages your item, the retailer must offer a refund, replacement, or repair. You can go straight to the seller rather than trying to argue with Evri yourself.

What compensation can you get from Evri?

Evri's compensation depends on the service booked and whether the sender paid for enhanced cover. Standard service typically includes free cover of up to about £20 per parcel, while enhanced cover, purchased at the time of booking, can raise the ceiling to up to £999 under current Evri guidance. These figures sit in Evri's current terms and change periodically, so verify the limit before quoting a number in a complaint. As the recipient you cannot claim from Evri directly because the contract is between Evri and the sender. For retailer orders the sender is the seller, and your real route is the Consumer Rights Act 2015, which makes the retailer responsible until the goods reach you regardless of any courier cap.

Evri claim deadlines, don't miss them

Evri's recommended claim window is short: 28 days for UK services, measured from the relevant order date, and 45 days for international services. Move quickly: screenshot the tracking page as soon as a 'delivered' scan looks wrong, photograph damaged packaging before unpacking, and email the retailer on the same day. If the parcel was a gift, only the sender can open the Evri claim, flag the issue to them straight away. Keep every email, chatbot transcript, and receipt with the date intact.

How to file an Evri complaint

First, gather evidence: Evri tracking number, order confirmation, proof of value such as the invoice, any driver photo or safe-place note, and screenshots of the tracking page. Second, open a case through Evri's webchat and the Ezra chatbot at evri.com with your tracking number ready. Third, if a retailer sold you the item, email them the same day citing the Consumer Rights Act 2015 and request a refund or replacement, written records matter if you escalate later. Fourth, if either party stalls, escalate through your card issuer: a chargeback for debit-card purchases, or a Section 75 claim for credit-card purchases over £100. For a full walkthrough of this process, see our guide on what to do if Evri loses your parcel.

What if Evri rejects your claim?

Rejections are common, usually a missed 28-day window, missing proof of value, or Evri treating a driver photo and GPS pin as conclusive proof of delivery. An Evri rejection does not end your case for retailer orders. Under the Consumer Rights Act 2015, the retailer remains responsible until the goods reach you: Section 29 puts the risk on the seller, not the courier. Write to the retailer citing Section 29 and request a full refund. If they refuse, open a chargeback with your bank, a Section 75 claim for credit-card purchases over £100, or escalate to a relevant ADR scheme as a last resort.

Frequently asked questions

How long should I wait before reporting an Evri parcel as lost?

Wait until the estimated delivery window has clearly passed. If the parcel hasn't arrived after five working days and tracking has stopped updating, raise a case through Evri's help portal and contact the retailer on the same day.

Can I claim from Evri directly as the recipient?

No. Evri's compensation is paid to the sender, which for online orders is the retailer. Ask the retailer to open the Evri claim and refund or replace your order. Your consumer-rights route sits with the retailer regardless of whether Evri accepts fault.

What if Evri says my parcel was delivered but I didn't receive it?

Ask Evri for the driver photo, GPS location, and any safe-place note. If the evidence doesn't prove delivery to you or an authorised location, treat it as undelivered and ask the retailer for a refund or replacement under the Consumer Rights Act 2015. Screenshot everything before replies are deleted.

How long do I have to claim from Evri?

Evri recommends consumer claims within 28 days for UK services, measured from the relevant order date, with a 45-day window for international services. Miss the window and Evri may be harder to pursue. The retailer's liability under the Consumer Rights Act 2015 does not depend on Evri's deadline, but acting fast on both routes gives the strongest position.

How much compensation does Evri pay?

Standard Evri service typically includes free cover of around £20 per parcel. Enhanced cover, if the sender purchased it at booking, can raise the ceiling to up to £999 under current Evri guidance. Additional cover cannot usually be added after a parcel is already lost or damaged, so check the service used before quoting figures in a complaint.

In-depth Evri guides

Evri lost parcel claim, Full guide to Evri lost parcel refunds and your rights
How to claim Evri compensation for a lost parcel, What Evri pays, how to file, and what to do if refused
Evri parcel stuck at depot, How long is normal at depot and when to escalate
retailer says contact courier, What to do when a retailer redirects you to Evri
parcel marked delivered but not received, Action plan for Evri delivered-but-not-received claims
what to do if refund refused, Escalate a refused parcel refund

Sources checked

Carrier terms change. The table above is a guide to current public terms, not a substitute for checking the carrier's live policy before filing.

Common Evri delivery problems

Delivered but not received

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