Evri Return Parcel Lost: How to Get a Refund (UK)
If your return parcel was lost by the courier in transit back to the retailer with a Evri delivery, you have rights as a UK consumer. If you used the retailer's prepaid return label, the retailer carries the risk. If you posted at your own cost, proof of postage transfers liability when the loss is the courier's fault. Evri is the courier the retailer chose, so under the Consumer Rights Act 2015 your contract is with the retailer, not Evri. Use this page to check what to do next, the Evri claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Evri's website before relying on them.
How to claim a refund
- 1
Locate your proof of postage. If you used the retailer's prepaid label, the retailer carries the risk. If you posted at your own cost, proof of postage protects you.
- 2
Save the Evri tracking page screenshot showing the last scan and current status.
- 3
Contact the retailer in writing. State that the return is in transit and ask for a refund within 14 days of return cancellation under Consumer Contracts Regulations.
- 4
If the retailer says they have not received it, ask them to chase Evri via Evri's online claim form and the Ezra chatbot. The window is 28 days from the estimated delivery date (verify on the Evri website).
- 5
If you posted at your own cost and the courier lost it, file a claim yourself with proof of postage and contents value.
- 6
If the retailer refuses to refund, escalate via Section 75, chargeback, or the Postal Redress Service (POSTRS) once Evri issues a deadlock letter or 8 weeks pass without resolution.
Evri compensation and escalation
- Claim window
- 28 days from the estimated delivery date (verify on the Evri website)
- How to claim
- Evri's online claim form and the Ezra chatbot
- Escalation
- the Postal Redress Service (POSTRS) once Evri issues a deadlock letter or 8 weeks pass without resolution
Frequently asked questions
Should I claim from Evri or the retailer?
Claim from the retailer. Evri is the courier the retailer chose, so under the Consumer Rights Act 2015 your contract is with the retailer, not Evri. Asking Evri directly will usually fail because your contract is with the retailer.
What is Evri's claim window for this issue?
28 days from the estimated delivery date (verify on the Evri website). Always check the current terms on Evri's own website before relying on a deadline.
What if the retailer refuses to refund?
If your order was over £100 and paid by credit card, file a Section 75 claim with your card issuer. For debit card or smaller amounts, request a chargeback within 120 days. You can also escalate via the Postal Redress Service (POSTRS) once Evri issues a deadlock letter or 8 weeks pass without resolution.
Whose problem is a lost return — mine or the retailer's?
If you used the retailer's prepaid return label, the retailer carries the risk. If you paid for return postage yourself, proof of postage shifts the risk to Evri once they took it.
When is the retailer required to refund?
Under Consumer Contracts Regulations, refunds are due within 14 days of the retailer receiving the goods or you proving you sent them, whichever is sooner.