Published 19 April 2026
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.
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.
Evri's standard compensation is capped at around £25 for lost or damaged parcels unless the sender paid for enhanced cover (up to £500). The claim can only be filed by the sender — usually the retailer. Resolution takes up to 15 working days. On a £100 order, £25 is not a real refund. That is why the retailer route is faster and fuller.
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.
Subject: Evri Delivery Failure — Refund Required — Order [ORDER NUMBER] Dear [Retailer Name], I am writing about order [ORDER NUMBER] placed on [DATE]. Evri has failed to deliver. Tracking last updated on [DATE] at [STATUS / LOCATION] 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]
For courier-specific help, compare Royal Mail compensation and Evri lost parcel claim, or use the full parcel refund process to generate the next steps for your case.
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.
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.
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.
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.