Guides › Delivery Problems › Evri Lost or Damaged Parcel Claim
Evri Lost or Damaged Parcel Claim
If you bought the item from a shop or website, complain to the seller first: the seller is responsible until the goods reach you. If you sent the parcel yourself, claim from Evri. Evri’s terms recommend making loss and damage claims in writing within 28 days for UK consumers, so do not wait.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Claiming from Evri
Evri Claims
Evri’s terms ask for loss and damage claims in writing and recommend claiming within 28 days for UK consumers (a strict 28-day deadline applies only to business senders). This does not take away your legal rights, but do not wait. If you bought from a shop or website, you can also complain to the seller, who is responsible for getting the goods to you. source
How to Complain
Evri takes complaints through online chat or by phone, using your tracking number. If you are not satisfied you can contact it again and ask for escalation; its contact page also lists a priority escalation email route. source
Who Is Responsible
Risk Stays with the Trader
Risk stays with the trader until the goods come into the physical possession of you or a person you nominate to receive them, so a lost or damaged parcel is usually the seller's problem (Consumer Rights Act 2015 s.29). source
Who to Contact First
For online and phone orders, Citizens Advice advises contacting the seller before the delivery company, as you will usually get a better result by asking the retailer for a refund or redelivery. source
If You Sent It Yourself
If you sent the item yourself, claim from the delivery company (Royal Mail, Evri, DPD and so on) following its claims procedure. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 28 daysEvri loss and damage claim in writingFor consumers in the UK, per Evri’s terms
- 30 daysDefault delivery time for goods bought from a traderWithout undue delay and within 30 days of the contract unless agreed otherwise
Steps to Take
Step 1 of 5
If you bought the item from a shop or website, contact the seller first and ask for a refund or replacement.
Step 2 of 5
If you sent the parcel yourself, claim from Evri in writing within 28 days, using your tracking number.
Step 3 of 5
Photograph damaged items and packaging before you throw anything away.
Step 4 of 5
If you are not satisfied, contact Evri again and ask for escalation.
Step 5 of 5
If the seller will not help and you paid by card, ask your card provider about Section 75 or a chargeback.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Evri Complaints
Online chat or phone, with your tracking number.
Card Provider: Section 75 or Chargeback
The retailer has not refunded; then Financial Ombudsman Service if the card provider refuses.
Retailer's ADR Scheme / Citizens Advice Consumer Service
The retailer will not deal with the problem; Citizens Advice can help identify the right scheme.
County Court Small Claims
Last resort after complaints and ADR have failed.
Good to Know
Small things that make your complaint stronger.
Keep your tracking number and proof of postage.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- evri.com/terms-and-conditions Checked 12 October 2026
- evri.com/complaints-procedure Checked 12 October 2026
- legislation.gov.uk/ukpga/2015/15/section/29 Checked 12 October 2026
- citizensadvice.org.uk/consumer/post-and-parcels/damaged-lost-delayed-post-or-parcel Checked 12 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 12 October 2026