Evri Late Delivery: How to Get a Refund (UK)
If your parcel is well past its expected delivery date with a Evri delivery, you have rights as a UK consumer. Under section 28 of the Consumer Rights Act 2015, a retailer must deliver within the agreed time or, if none was agreed, within 30 days of the contract being made. If the delivery date was essential, or a further deadline you set is also missed, you can treat the contract as ended and ask for a refund. 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
Confirm the agreed delivery window from your order confirmation. Note the date the courier handover happened in Evri tracking.
- 2
Check Evri's tracking for any depot or hub holds. Many "late" parcels are stuck at a sortation hub.
- 3
Contact the retailer in writing. Reference section 28 of the Consumer Rights Act 2015: delivery must happen within the agreed period or, if none was agreed, within 30 days of the contract being made.
- 4
If the date was essential (named day, gift, event), state this clearly and ask to cancel for a full refund.
- 5
If the delivery is just slow, ask the retailer to chase Evri via Evri's customer services (online chat), which sends the sender a claim form. The window is 28 days for UK services (45 days international), counted from the date of the order when the parcel was booked; a recommendation for consumers but firm for business senders such as retailers (verify on the Evri website).
- 6
If the retailer refuses to refund or replace after the 30-day backstop, escalate via Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live or use Section 75 / chargeback.
Evri compensation and escalation
- Claim window
- 28 days for UK services (45 days international), counted from the date of the order when the parcel was booked; a recommendation for consumers but firm for business senders such as retailers (verify on the Evri website)
- How to claim
- Evri's customer services (online chat), which sends the sender a claim form
- Escalation
- Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live
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. Your contract is with the retailer, so it is the retailer's job to deal with Evri.
What is Evri's claim window for this issue?
28 days for UK services (45 days international), counted from the date of the order when the parcel was booked; a recommendation for consumers but firm for business senders such as retailers (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 you paid on credit, you may have a Section 75 claim against your card issuer or lender for 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). If not, or if you paid by debit card, ask your bank about a chargeback; the usual time limit is about 120 days, but check with your bank. You can also escalate via Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live.
When is a delivery legally late?
If a specific delivery window was agreed, it is late after that window. If no window was agreed, the statutory backstop is 30 days from the day the contract is entered into, under section 28 of the Consumer Rights Act 2015.
Can I cancel and get a full refund for a late Evri delivery?
Possibly. You can end the contract and ask for a refund straight away if the retailer refuses to deliver, or if the date was essential (from the circumstances, or because you said so before ordering). Otherwise you can set a further deadline that is appropriate in the circumstances, and if that is missed you can treat the contract as ended.
