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.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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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. If the parcel is lost, the seller must offer a refund or redelivery. If you are the *sender*, your contract is directly with Evri. Evri's terms and conditions outline their liability for lost parcels, which often includes a standard compensation amount unless enhanced cover was purchased. 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

1**Contact the Seller First (If You're the Recipient):** Your primary recourse is with the retailer you bought the item from. Inform them the Evri parcel is lost and request a refund or redelivery, citing the Consumer Rights Act 2015. Provide your order number and any Evri tracking information.
2**Contact Evri Directly (If You're the Sender):** If you sent the parcel, you need to raise a claim directly with Evri. Use their online claims process, providing the tracking number, proof of postage, and evidence of the item's value.
3**Gather All Evidence:** Collect all relevant documentation. This includes the Evri tracking number, proof of purchase or item value, receipts for postage, and any correspondence with Evri or the seller. Photos of the item (if you're the sender) can also be useful.
4**Escalate If Necessary:** If the seller refuses to help, consider initiating a chargeback with your bank. If Evri denies your claim as a sender, you can 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, While I understand the need for investigation, it has been [X] days since the estimated delivery date. I expect a resolution, either a refund or redelivery, within a reasonable timeframe, such as 7-14 days.

“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.

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's investigation times can vary, but they typically aim to resolve claims within a few weeks. Keep a record of all communication and follow up regularly if you don't hear back.

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A self-serve tool, not a law firm. General information, not legal advice.