How do I contact Evri about missing parcels?
If your parcel seems to have vanished or is taking a bit longer than expected, the first step is to visit the Evri website and use their Help & Support section. You can speak to the virtual assistant (Holly), which is available 24/7, or follow the links to raise a query about your missing parcel. You’ll need your tracking number to get started. If you prefer human help, there’s also an option to escalate to customer service, although live chat and email options are typically available during standard working hours.
How do I submit a claim for a lost or damaged parcel?
If your parcel has been lost or arrives damaged, you can submit a claim online through Evri’s“Make a Claim” page. You’ll need to provide your tracking number, proof of the parcel’s value (such as a receipt), and evidence of the damage if applicable. Claims must usually be submitted within 28 days of the parcel being sent, so it’s best to act promptly. Once submitted, the team will review your claim and respond with either compensation or further information.
How do I check if my item is on the prohibited or non-compensation list before making a claim?
Before submitting a claim, it’s a good idea to check whether your item is covered. Evri has a prohibited items list and a non-compensation list, which outline items that either can’t be sent or aren’t eligible for compensation if lost or damaged. These include things like money, glass, and perishables. You can view both lists on the Evri website under the “Sending a Parcel” section. Knowing where your item stands helps avoid disappointment when making a claim.
What happens if the parcel was delivered damaged?
If your parcel arrives looking worse for wear, you can report it as damaged through the same claim process. Take clear photos of the item and its packaging as soon as possible—before using or opening anything further. Include these when submitting your claim, along with your tracking number and details of what was affected. Evri will review the case and let you know whether you’re eligible for compensation based on your item and its value.
What can I do if I haven't received my parcel?
First, check the tracking number provided by the sender. If it shows as delivered but you haven’t received anything, check with neighbours or any safe places around your property. Sometimes parcels are tucked away for security. If there’s no sign, you can report the issue directly to Evri through their Help section. If the sender used a tracked service, they can also raise the query from their side. It’s best to act quickly, as delays in reporting can affect compensation eligibility.
What is expected delivery time?
Evri delivers parcels Monday to Saturday, usually between 7am and 6pm, though busy periods may push this window later. If you’ve been given an estimated delivery slot, that’s when your parcel is most likely to arrive—but it’s not guaranteed. You can always check for the most recent updates via your tracking link, which will let you know if there are delays or if your parcel is out for delivery.
How can I track my international delivery?
International deliveries sent via Evri come with tracking too. Use your tracking number on the Evri website, and it will provide updates as your parcel makes its way through customs and courier hubs. Once it reaches the destination country, the local courier service may take over, and tracking can sometimes switch to their system. Evri will often provide a link if that’s the case.
How do I track my parcel?
Tracking is simple—just pop your tracking number into the search bar on the Evri website or use their app. You’ll see real-time updates, including when the parcel was collected, when it’s out for delivery and when it’s been delivered or left in a safe place. If there’s a delay, the tracking system usually shows where the parcel last was, which can help give some peace of mind.
How will Evri contact me?
Evri usually contacts recipients by text message or email using the details provided by the sender. You may receive updates when the parcel is out for delivery, has been delivered or if there’s an issue. They’ll never ask for sensitive personal information or payment once the item is already in transit. If you’re unsure whether a message is real, read on…
Is the Evri text or email genuine?
Evri will only contact you using official communication. Look out for messages that come from “Evri” or a recognisable address. Be cautious with any message that asks you to click on a suspicious link, make a payment, or enter personal information. When in doubt, go directly to the Evri website and check your parcel status manually. Scams can be sneaky, but a little caution goes a long way.
What is an “Evri gateway?”
An Evri gateway is one of the main sorting centres where parcels are scanned and sorted before being sent to local delivery depots. If your tracking shows “At the Evri Gateway,” it just means your parcel is on its way and will likely update again once it arrives closer to your area. It’s a normal part of the journey and nothing to worry about.
I won't be in at my expected delivery time
If you know you won’t be home, you can update your delivery preferences using the Evri tracking link or app. You can often nominate a safe place, choose a neighbour or reschedule delivery if available. If the driver can’t deliver and no safe place is set, they may attempt delivery again or leave a card with instructions on how to collect or rearrange.
Try the live chat at quieter times
Evri’s customer service can get busy, particularly during peak delivery seasons or on Mondays when the weekend backlog is being sorted. If you're using the live chat option, you might have more luck getting through quickly early in the morning or later in the evening. Their chatbot, Holly, is available 24/7, but getting through to a human agent may take a little longer during busy spells.
The sender is often the one who needs to raise a claim
If you’re the recipient and your parcel hasn’t arrived, you can report the issue and start the conversation—but in many cases, the sender is the one who must officially submit a claim. That’s because compensation, if granted, goes back to the person who paid for the delivery service. If you're waiting on a purchase, it’s often quicker to contact the seller and ask them to follow it up on your behalf.
Use the Evri app for quicker updates
Evri’s mobile app is a handy tool that offers quicker access to parcel tracking, delivery updates and the ability to leave delivery instructions. You can even get push notifications to keep you informed throughout the day, so you’re not constantly refreshing a tracking page. It’s also easier to raise queries about missing parcels directly from the app.
Keep all your proof handy
If you’re making a claim, gather everything you might need before starting—your tracking number, any messages or proof of the item’s value, and photos if it was damaged. Having everything ready will help speed up the claim and reduce the need for back-and-forth emails later on.
Some delays aren't classed as "missing"
If your parcel is still showing as “in transit” or “at the gateway,” it may just be delayed—not lost. Evri typically waits a certain number of working days (often 7 to 10) before officially treating a parcel as missing. It can be a little frustrating, but sometimes parcels do just take the scenic route and appear after a short delay. It’s always worth checking with neighbours, safe places and your local collection point just in case.
Social media as a last resort
Some people find that reaching out via Evri’s official Twitter (X) or Facebook page gets a faster response, especially if live chat isn’t getting anywhere. Keep it polite and clear, include your tracking number and explain the situation. Social teams often respond during business hours and may be able to escalate your case.
Extra Tips for Contacting Evri About Missing Parcels
Sometimes contacting a delivery company can feel a little overwhelming, especially when you’re unsure who to speak to or what steps to take next. Here are a few gentle tips to help you feel more confident when reaching out to Evri about a missing parcel.
Use the live chat during quieter times
Evri’s live chat can get busy, especially after weekends and during peak seasons like Christmas. You’ll usually get through faster if you try in the early morning or later in the evening. If you don’t see the option to chat with an agent straight away, ask Holly (the virtual assistant) to “speak to someone” and it should guide you through.
If you're the recipient, the sender may need to help
While you can report a missing parcel as the recipient, only the sender can usually submit a formal compensation claim. This is because the sender is the one who arranged and paid for the delivery service. If you’re waiting for something you bought online, it’s often quicker to contact the seller directly—they’ll be able to handle it from their end.
The Evri app makes things simpler
Downloading the Evri app can really streamline the process. You can track parcels, update delivery preferences and raise queries without needing to dig through emails. You’ll also receive push notifications, which helps keep things calm and organised as your parcel makes its way to you.
Have your details ready
Before contacting Evri, gather your tracking number, the sender’s name (if relevant), and any proof of value or photos if the item was damaged. Having all of this to hand means your query or claim can be handled more quickly and efficiently, with fewer delays.
Not all delays mean a parcel is lost
Parcels marked as “in transit” or “at the Evri gateway” may still be moving, just slowly. Delivery companies often wait up to 10 working days before classifying a parcel as missing. It’s worth checking with neighbours or safe places in the meantime—especially if the tracking says “delivered” but nothing has arrived.
You can reach out on social media
If you’re not having any luck via the website or app, you can message Evri’s official Twitter (X) or Facebook page. Include your tracking number and a brief message about the issue. Social media teams usually respond during working hours and can escalate your case if needed.
Summary
If your Evri parcel goes missing or arrives damaged, help is just a few clicks away. With options to track, claim and update delivery details, you’re never left in the dark for long. Whether it’s a gift that’s taken a detour or a package that hasn’t quite arrived as expected, Evri’s online support tools and tracking features help bring a bit of clarity and calm to the delivery journey.