Information Guide

How Do I Contact Evri About Missing Parcels?

Parcel gone missing with Evri? Here's exactly how to report it and what to expect from the process.

4 min readUpdated April 2025

How to contact Evri about a missing parcel

Evri's main contact method is through their online help centre and chatbot. They don't have a traditional phone line for general enquiries, which can be frustrating, but there are several routes to get help.

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Online help centre at evri.com/help - the primary way to report issues and start a claim
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Live chat available through the help centre during business hours
Social media - @evaboradelivers on Twitter/X often gets faster responses than the help centre
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No general phone line - Evri doesn't offer phone support for most delivery queries

Quick answer

Contact Evri through their online help centre at evri.com/help. Use the chatbot to report a missing parcel and start a claim. For faster responses, message them on Twitter/X @evaboradelivers. If you bought the item from a retailer, contact the retailer directly as they have more leverage with Evri.

Reporting a missing parcel step by step

What to do 0 / 5 checked

Check your tracking at evri.com/track - confirm the status and estimated delivery date
Wait until the estimated delivery date has passed before reporting
Check with neighbours, safe places, porches, and outbuildings
Go to evri.com/help and select "Where is my parcel?" to start the process
Enter your tracking number and follow the prompts to report the issue

Bought the item from an online retailer? It's often easier to check who's responsible and contact the retailer directly rather than Evri.

Making a compensation claim

Senders can claim compensation through Evri's help centre. The claim must be made by whoever booked the delivery, not the recipient.
Standard compensation covers up to £20 per parcel. Enhanced cover (paid at booking) offers higher limits up to £500.
Claims must be made within 28 days of the expected delivery date. Have proof of postage and proof of item value ready.

If you're the sender

Log into the account you used to book the shipment. Go to your parcel history, find the affected delivery, and select "Report an issue." This starts the formal claim process.

Your drop-off receipt is essential. It proves you handed the parcel to Evri. Without it, your claim may be rejected.

Using other carriers? Learn how to send with DPD or find out whether the Post Office accepts Evri parcels.

Escalating your complaint

If Evri doesn't resolve your issue, you can escalate to the Postal Review Panel (formerly POSTRS) at postalredress.org.uk. They handle complaints about postal services including Evri. You can also raise a case with Citizens Advice if you need further support.
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Shipping valuable items? Our bubble pouches guide covers the best protection for fragile goods.

Frequently asked questions

Go to evri.com/help, use the chatbot to report the issue, or message them on Twitter/X @evaboradelivers. They don't have a general phone line.

Evri doesn't offer a general phone line. Use their online help centre or social media for the fastest response.

Wait until the estimated delivery date has passed. Check tracking, neighbours, and safe places first. Then report through the help centre.

Standard cover is up to £20. Enhanced cover (paid at booking) offers up to £500. The sender must make the claim.

If you bought from a retailer, contact them first. They have a commercial relationship with Evri and more leverage to resolve the issue.

Related articles

Does the Post Office Accept Evri Parcels?Who Is Responsible If Package Goes to Wrong Address?How Do I Send a Parcel with DPD?How Much Do Evri Pay Per Parcel?

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