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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Evri complaint steps at a glance
- 1Contact the retailer first. Evri's own complaints guidance tells recipients to contact the sender, and under the Consumer Rights Act 2015 the seller, not the courier, is legally responsible for making sure your parcel reaches you.
- 2Check your tracking on the Evri website or app for the latest status update. Look for any photo proof of delivery and any location details shown.
- 3Use Evri's online chat or contact form to raise a complaint. Evri says it aims to respond to most cases within 24 hours; investigations can take longer.
- 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 |
| Section 75 (paid on credit) | Applies to a single item (or a set sold together) with a cash price over £100 and up to £30,000, paid for wholly or partly on credit, most often a credit card (some point-of-sale loans and store or catalogue credit also qualify; paying through PayPal or some marketplaces can rule it out) |
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
Retailer guides using Evri
These retailers commonly list Evri among their delivery services. The courier can provide evidence, but the retailer usually handles the refund or replacement.
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, ask the retailer to redeliver, replace or refund it. 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 a modest amount of free cover per parcel, while enhanced cover, purchased at the time of booking, can raise the ceiling considerably. The compensation table on this page shows the current limits. They 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 claim window is short: 28 days for UK services and 45 days for international services, measured from the date of the order (when the parcel was booked). It is a recommendation for consumers but firm for business senders such as retailers, whose claims outside it are rejected. 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
What if Evri rejects your claim?
Rejections are common, usually a missed 28-day window, missing proof of value, or Evri treating a delivery photo and location details 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 if your purchase on credit qualifies, or escalate to a relevant ADR scheme, if the retailer belongs to one, 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 delivery photo and any safe-place note or location details it holds. If the evidence doesn't show delivery to you or a place you authorised, tell the retailer the goods never reached you and ask 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, with 45 days for international services, measured from the date of the order (when the parcel was booked). For business senders such as retailers those windows are firm, and a claim outside them is rejected. 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 a modest amount of free cover per parcel. Enhanced cover, if the sender purchased it at booking, can raise the ceiling considerably. The compensation table on this page shows the current limits. 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
- Evri damaged parcel compensation, Photo evidence, packaging rules, and how to get a refund or replacement
- 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
- Evri parcel cover
- Evri terms and conditions
- Evri lost or damaged parcel claims
- Consumer Rights Act 2015, Section 29
- Citizens Advice consumer service
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
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