How to Get Compensation from Evri for a Lost Parcel
It's incredibly frustrating when a parcel goes missing, especially when you're relying on it. Whether you're the sender or the recipient, you have rights when Evri loses your delivery. This guide helps you understand those rights and claim the compensation you're owed.
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Your rights
If you are the recipient of a parcel, your contract is with the retailer or seller, not Evri. Under the Consumer Rights Act 2015, the seller is responsible for the goods until they are physically delivered to you. Goods must be delivered without undue delay and within 30 days unless a different delivery time was agreed. If delivery fails, you can end the contract and receive reimbursement without undue delay. If you are the sender, your contract is directly with Evri. Evri's terms and conditions outline their liability for lost parcels. Compensation is up to the item value declared and the level of parcel cover selected, provided the item is eligible and the parcel is found to be lost. Prohibited and non-compensation items are excluded. If the seller or Evri is uncooperative, you may be able to pursue a chargeback through your bank if you paid by card.
Step by step
- 1Recipient: Contact the Seller Immediately: State the parcel is lost. Under the Consumer Rights Act 2015, the seller is legally responsible for delivery. If delivery has not occurred within 30 days of purchase, or an agreed timeframe, you can end the contract and request a refund or redelivery without undue delay. Provide your order number and Evri tracking details.
- 2Sender: Notify Evri and File a Claim: If you sent the parcel, you must notify Evri in writing of a loss claim within 28 days of the order. Evri will provide a claim form, which you should return properly completed within 14 days of receiving it. Provide the tracking number, proof of postage, and evidence of the item's value.
- 3Gather All Evidence: Collect all relevant documentation: Evri tracking number, proof of purchase or item value, postage receipts, and all correspondence with Evri or the seller. Photos of the item can also be useful.
- 4Escalate If Needed: If the seller refuses to help, consider a chargeback through your bank. If Evri denies your claim as a sender, escalate your complaint to the independent Ombudsman Services: Communications, which handles parcel delivery complaints.
What they'll say, and your comeback
“It's the courier's fault, not ours. You need to contact Evri.”
Comeback, Under the Consumer Rights Act 2015, the goods remain your responsibility until they are physically delivered to me. My contract is with you, the seller, not Evri. I require a refund or redelivery.
“We need more time to investigate the lost parcel.”
Comeback, Under the Consumer Rights Act 2015, goods must be delivered within 30 days unless otherwise agreed. If delivery fails, I am entitled to reimbursement without undue delay. I expect a refund or redelivery now.
“You didn't pay for enhanced compensation, so we can only offer a basic amount.”
Comeback, I expect compensation for the loss of my item as per your standard terms and conditions for lost parcels. If the basic amount is insufficient, I will consider escalating my claim.
What actually happens
In practice, recipients often find the quickest resolution by contacting the seller directly. Under the Consumer Rights Act 2015, the seller is legally responsible for delivery and must refund or redeliver, especially if 30 days have passed. This usually resolves the issue without needing to involve Evri. For senders, the process is longer. You must notify Evri of a loss within 28 days of the order and return their claim form within 14 days. Evri states claims can take up to 28 days to process, with compensation taking another 28 days to be paid. Compensation amounts depend on the declared value and parcel cover purchased, with some items excluded. If Evri denies a sender's claim, escalating to Ombudsman Services: Communications is the next step.
FAQ
Who should I contact first if my Evri parcel is lost?
If you bought an item online, always contact the seller first. They are legally responsible for ensuring the goods reach you. If you sent the parcel yourself, contact Evri directly to make a claim.
How long does Evri take to investigate a lost parcel?
Evri states that claims can take up to 28 days to process, and compensation can take a further 28 days to be paid after the claim is processed. Keep a record of all communication and follow up regularly.
What if Evri says my parcel has been with them for over 7 days?
If you are the recipient and your parcel has been with Evri for over 7 days, Evri advises you to tell the sender. The sender, who paid for the service, should then contact Evri to investigate and start a compensation claim.
What are the deadlines for making a claim with Evri?
For UK loss, damage, or late-delivery claims, consumers should notify Evri in writing within 28 days of the order. Once Evri provides a claim form, it should be returned within 14 days.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-01.