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
Thank you! I called using the number you provided (couldn’t find it anywhere on the Evri website!) and managed to speak to a human how could help 🙂
Never actually had an issue with Evri – guess I’m lucky
I bought a cheap clock movement on Ebay and when I saw it would be sent by ‘other courier’ reckoned this meant Herpes and would have a 50% chance of arriving.
did I say 50? I meant 5%
Just got an email to say they couldn’t deliver it and the pic of the gps map in the email showed the driver ‘attempted to deliver’ it 2 streets away.
This lazy incompetence it typical of them and had it been an important item I would not have gone through with the purchase.
I wondered if they’d improved but no, they’re still the same useless unreliable bunch they always were.
how come Royal mail can call here 6 days week with hardly
ever an issues when these clowns screw it up nearly all the time?
They’re cheap for a reason.
I’ve just read through the comments left on here. So it’s now Evri that were Hermes. When it was Hermes our delivery guy was brilliant and even gave me a phone number for the manager at our local depot. He always knocked and waited, polite and friendly and never left parcels outside the house. Now it’s Evri he’s no longer around and the delivery driver is quite the opposite. My most recent dealings with him he actually called me a “f*cking idiot” because I asked him not to leave parcels in our bins or anywhere else outside. I’ve tried to contact Evri several times because now our parcels are getting sent back to the sender stating we have declined delivery, the parcel is no longer needed or that they’ve attempted delivery but can’t deliver them. Non of these are true so they are being very dishonest and then it’s causing a lot more frustration and stress in having to contact the sender. Yes if the items are lost, stolen or damaged then it’s the sender that’s responsible because it’s them who have the contract with the delivery company and not the recipient. However, if the issue is due to the delivery drivers then the complaint needs to be addressed to the delivery company. You won’t get anywhere trying via the telephone with Evri because as many of you have stated you can’t speak to a human. You won’t get anywhere if you try going through the Chatbot either because even though a Enquiry is raised and it’s sent to your local depot, you just get an automated worded email that most likely will not reflect what your query/complaint is about. They’re supposed to provide you with a copy of their complaints procedure if you ask but they don’t. If you ask for a call back and not an email response you’ll most likely just get an email response and even if you reply to it the response you get 9 out of 10 will not reflect the content of your reply. You could ring the CAB and explain what’s happened if it’s to do with the service Evri are ‘not’ providing and they can refer it to Trading Standards who will pick it up, however, Trading Standards will not deal with individual complaints about the company. The best to raise a complaint about Evri’s appalling service is to do it in writing to their address at Capital House, 1 Capital Boulevard, Morley, Leeds LS27 0WH. Send one copy to the CEO, Martijn deLange, and a copy to Carl Lyon, who is also an Executive based there. You need to send your complaint tracked via Royal Mail so that you have proof that it has been received. In your complaint put as much key detail as you can such as dates and who you’ve spoken to, screenshots of emails, Chatbots, etc. You also need to detail what you would like or expect as a resolution. Also, ask them to acknowledge receipt of your complaint and include your telephone number and email address if you have one. However, also state that you’d like a response to your complaint in writing. You need to allow them 14 days to reply. Include in your complaint a date you would like by when you would like a response. Unfortunately, Evri are not governed by Offcom unlike the Royal Mail so that’s why they are getting away with so much and many folk just give up because they’re so hard to communicate with. It isn’t the senders fault that Evri have such appalling delivery drivers, however, it is the senders that choose to use them, therefore, the responsibility ultimately lies with them to deal with Evri. I have been told by one of my senders that Evri have now been blocked from my account because there’s no point in me ordering stuff from them if they’re going to use Evri as I’m not going to receive my parcels, however, under certain circumstances Evri will still be used which is ridiculous!! Good luck everyone.