Updated February 2026
Evri, formerly known as Hermes, don’t have the best reputation when things go wrong. Most of us have had parcels turn up late, go missing, or arrive damaged. Trying to complain to Evri and get a result can feel impossible – but it is possible if you know the right steps to take. This guide pulls together my own experiences, reader tips, and all the contact details you need.
- Phone: 0330 808 5456 (Mon–Fri 8am–4pm, Sat 8am–2pm)
- Help Centre & chat/call-back: evri.com/contact-us
- Escalation email: customersolutions@evri.com
- Address: Executive Office, Capital House, 1 Capital Boulevard, Morley, Leeds LS27 0WH
Step 1: Work out who you should complain to
If you bought something: the retailer is responsible for getting your order to you. Contact them first and ask for a refund or replacement. They must deal with the courier – not you.
If you sent the parcel: your contract is with the courier (Evri) or the broker you bought the label from (e.g. Packlink on eBay). You complain directly to them.
Marketplace parcels: if you sold on eBay or Vinted, check who you bought your label from. eBay labels usually go through Packlink, which means you need to raise your complaint with Packlink, not Evri.
Step 2: Gather your evidence
- Tracking number and screenshots of the tracking history
- Order number, seller details, date purchased or sent, and item value
- Photos of the item and packaging (essential for damage claims)
- Proof you were home if the parcel was marked “delivered” but wasn’t (doorbell cam, safe place settings, etc.)
Step 3: Contact Evri
Go to the Evri Contact page to start a chat, request a call-back, or search the Help Centre. If you prefer to speak to someone, call 0330 808 5456. Have your tracking number ready and follow the automated prompts until you reach an adviser.
Tips for getting through to someone
- Some readers report success by entering the tracking number of a parcel that’s already been delivered to unlock the option to speak to a human. Once connected, you can raise your actual complaint.
- Be polite but firm. Clearly explain if the issue is lost, damaged, or wrongly marked as delivered, and state what resolution you want (refund, redelivery, compensation).
Template message for Evri
“Hello, I am the [sender/recipient] of parcel [tracking number]. The issue is [lost/damaged/‘delivered’ but not received]. Attached are photos and tracking screenshots. Please advise the next steps for a refund or compensation.”
Step 4: Make a claim
If your parcel is lost or damaged, you may be entitled to compensation. Evri will usually refund the postage plus the value of the item if your claim is accepted. Before claiming, check the prohibited and no-compensation item lists – certain goods (like glass or perishables) aren’t covered.
If your postage label was bought via a broker (e.g. Packlink), you must claim through them rather than Evri directly.
Step 5: Escalate if you’re not getting results
- Follow Evri’s complaints procedure. They say complaints are investigated by local depot teams and many are resolved within three business days.
- Go back to the retailer. For items you purchased, the retailer must give you a refund or replacement if the delivery failed.
- Email senior management. Some customers report faster responses by emailing Martijn.deLange@evri.com (CEO), or other executives such as carl.lyon@evri.com.
- Write a letter. Complaints can be sent to Evri at: Executive Office, Capital House, 1 Capital Boulevard, Morley, Leeds LS27 0WH.
- Alternative Dispute Resolution (ADR). If you’re still stuck, you can approach an approved ADR body (see the Chartered Trading Standards Institute list).
- Payment protection. If you paid by card, explore chargeback (debit/credit cards) or Section 75 (credit cards £100–£30,000).
- Small claims court. As a last resort, you can make a claim online via Money Claim Online.
Note: the EU Online Dispute Resolution platform closed in July 2025, so ignore any guides that still mention it.
What to do if Evri doesn’t respond
If you’ve submitted a complaint to Evri and haven’t had a response, don’t assume it’s been ignored straight away. Evri typically receives a high volume of enquiries, and delays are common, especially during peak delivery periods.
Start by checking your spam or junk folder, as replies can sometimes land there. If you submitted the complaint through an online form, make sure you received a confirmation email or reference number. If you didn’t, it’s worth submitting the complaint again to ensure it was logged correctly.
If you’ve had no reply after 7 to 10 working days, you can follow up using a different contact method, such as Evri’s live chat or social media support. Many people report faster responses when contacting Evri publicly via X or Facebook, as these channels are monitored more closely.
Keep a record of every contact attempt, including dates, screenshots, and any reference numbers. This will be useful if you need to escalate the issue later.
Escalation options
If Evri has failed to resolve your issue or hasn’t responded within a reasonable timeframe, you do have escalation options.
If you are the sender, you can escalate the complaint through the retailer you purchased from. In many cases, the retailer has a contract with Evri and is responsible for ensuring your parcel arrives. Retailers can often resolve issues faster than individual customers.
If you are the recipient, contact the retailer directly rather than Evri. Under UK consumer law, your contract is with the retailer, not the courier, and they are responsible for putting things right if a delivery fails.
If neither Evri nor the retailer resolves the issue, you can consider submitting a formal complaint to the retailer’s head office or using alternative dispute resolution if available. For high value losses, you may also wish to send a formal written complaint and keep copies for your records.
As a last resort, you can report unresolved delivery issues to Citizens Advice, who can pass the information to Trading Standards if appropriate.
Common reasons complaints are rejected
Evri complaints are often rejected for a few common reasons, even when the issue feels justified. Understanding these can help you avoid delays or resubmissions.
One of the most common reasons is missing or insufficient evidence. Evri may require photos of damaged parcels, proof of value, or confirmation of contents, and complaints can be rejected if this isn’t provided promptly.
Another frequent issue is timing. Claims submitted outside Evri’s stated time limits, such as reporting damage or loss too long after delivery, may be declined automatically.
Complaints can also be rejected if the sender did not purchase additional cover for high value items. Evri’s standard compensation limits are low, and anything above that amount may not be reimbursed without extra protection.
Finally, complaints may be redirected or rejected if the wrong party submits them. In many cases, Evri will only deal with the sender, not the recipient, which is why contacting the retailer is often the most effective route.
Companies that don’t use Evri
If you’d rather avoid Evri altogether, here are some retailers who either don’t use them or let you pick an alternative courier:
- AX Paris
- BMS Sublimation
- Clarks
- Dunelm
- Marks & Spencer
- Raycom
- Shein
- Viking Direct
Companies that do use Evri
Real customer stories
I asked readers for their Evri stories – here are a few highlights (or lowlights):
“When my youngest was born, I’d had my second c-section and could barely move. I was sat feeding the baby when the driver walked straight into the house without knocking, dropped the parcel on the sofa, and left. We were both too shocked to speak.” – Emmy’s Mummy
“I sold a suit on eBay and used Hermes. On arrival, the suit had been replaced with a dirty old dress. Hermes refunded the money, but there was no investigation. A few weeks later, another parcel was opened and half the contents stolen.” – Valid Articles
“My Hermes driver used to leave me little notes with parcels during our house extension: ‘It’s coming on nicely’ or ‘Love the new island’. I almost looked forward to the notes more than the deliveries.” – Sarah, The Good Thing Is Though
Evri alternatives
If Evri just isn’t working for you, there are plenty of other courier services to try. I recommend starting with Parcel2Go, which lets you compare prices and couriers in one place. Other good options include DHL UK or Yodel.
How to avoid problems in future
- Add compensation cover for valuable items.
- Take photos of your parcel before sending.
- Always get a receipt when dropping off at a ParcelShop.
- For a smoother experience, compare services on Parcel2Go.
Have you complained to Evri and actually got a result? Share your tips in the comments – they may help someone else facing the same problem.
You might also like: How to get Amazon returns for free.
FAQs
Yes: 0330 808 5456. Lines are usually open Mon–Fri 8am–4pm and Sat 8am–2pm.
You can try customersolutions@evri.com, but they encourage you to use the Help Centre and phone line first.
If you bought the item, go back to the retailer. They are legally responsible for delivery.
Many eBay labels are issued by Packlink. You must raise your complaint with Packlink.
If your parcel was sent through Vinted, you can’t complain to Evri directly. Vinted partners with Evri (and other couriers) and handles all delivery issues on your behalf. You need to raise the complaint in the Vinted app under the order – Vinted will then investigate and either refund you or chase the courier.
Evri say they don’t resolve queries on social media, but some customers do get responses by messaging their Facebook or Instagram pages with tracking details.
135 responses
Hey,
Thanks for this, for those that tried this method with a Vinted parcel, when you call and go through the steps it’ll ask if you want to speak to someone about your parcel.
When you say “Yes” it will then say “I see this is a Vinted parcel, so you will have to speak to them directly” and you won’t get through.
I have just managed to go through the Evri help centre “live chat” (which means “robot chat” really) and have gotten to the point where I can leave an email address and/or phone number. This is so far the closest I have gotten with Evri. I made these selections:
1-> “It’s about something else”
2-> “Sending”
3-> “Technical issue on website i.e. account label or payment”
4-> “I have a problem with a label or order”
5-> “Problem with a print in store label”
6-> “No. It’s something else”
7-> “I did not receive an order confirmation email”
At this point it gives me the option to give my email, a description of the issue and leave my phone number.
Hoping for a call back. I know it’s round about and probably not worth it for most, but my gawd these companies really take the piss.
Hope that helps someone
Brilliant, I’ll add this to the main post, thank you!
Update:
I got an email response from Evri after doing this! (not a call but defo better than nothing)
They still weren’t particularly helpful but it was a human I was replying to!
I sent a parcel on the 12th of December and the parcel contained my garanddaughters birthday present, my daughter’s Christmas gift and 3 other gifts for my grandchildren. The contents cost around £160 but I only get carers allowance which is less than £70 per week as I care for my disabled mum which meant I couldn’t afford to insure the parcel for its true cost as the price doubled. I had saved up all year to buy these gifts and thought everything would be ok. I posted it on the 12th and it arrived at my daughters sorting office on the 14th and the tracking hasn’t been updated since then. I have tried to contact Evri at least 10 times a day over the last 3 weeks with no joy. I can’t afford to re-buy any gifts and I feel really depressed and down about the whole thing. If this doesn’t get sorted out i don’t know what I will do.
IAM 82 YEARS OLD I HAVE SPENT A WHOLE WEEKEND TRYING TO CONTACT EVRI,I TRIED TO SPEAK TO HOLY IN CHAT I TRIED A PHONE LINE I GOT KNOWHERE,WHY CANT YOU SPEAK TO SOMEONE,I HAVE SO MANY TRACKING NUMBERS FROM CHINA BUT THEY SAY THEY ARE WRONG, I CANNOT KEEP UP WITH THIS
i hawe need send 9 parcel but many take from my acount and and confirmation for payment not recive i make b4 time same payment i not recive notting no email no mesagge
Parcel arrived at UK Cusoms and should be transfered to Evri once duty is paid. However, Evri haven’t provided the information regarding amount of duty to pay, or reference number. Entering tracking number on chat you get “Expecting parcel” enter it on phone you get “Not valid”. Round and round and round you go. That said the courier from the US DHL eCommerce are just as opaque and useless.
I sent a parcel by Evri which was not delivered. I could not get through to them on the phone so I went to their local depot. Their staff looked shocked that I had got into the building. They got someone to talk to me who tracked my parcel only to be told if it was not delivered within 5 days they regard it as lost. As asked about compensation and they said Ebay would sort that out for me. So I tried contacting Ebay who it turns out are as bad as Evri. The whole thing appears to be a stitch up between them.
I have waited all day for an Evri courier to collect my return parcel 📦 not been. Tried every means to get in touch without success. Retailer Ideal Home. That’s my next step. My Hermes deliverer was brilliant.