Customer Care Info Clear routes through the phone tree.
EV

United Kingdom Postal & parcels

Evri customer service and complaints

Parcel delivery to homes, ParcelShops and lockers

Provisional entry Checked 3 Nov 2026 Evri Limited
0330 808 5456 Support site

Evri (formerly Hermes) delivers parcels on behalf of retailers and sells postage directly to senders. Its own complaints process separates recipients, who should usually go to the retailer, from senders who bought a label from Evri and can use chat or phone.

Step one

Ways to contact Evri

Sender enquiries and complaints Primary

0330 808 5456

Mon-Fri 8am-4pm; Sat 8.30am-2pm

For people who bought a label directly from Evri. Recipients should start with the retailer.

Call

Online chat

Evri chat assistant

Evri says enquiries and complaints use the same route. Have your 8- or 16-digit tracking number ready.

Open

Complaints procedure

Evri complaints procedure

Explains sender and recipient routes and escalation.

Open

Tell us straight (senior team)

Tell us straight

Evri says this gives direct access to its senior team after earlier attempts have failed.

Open

Check for an outage before you call: service status page.

Step two

How to complain about Evri

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Work out whether you are the sender or the recipient

    Before you contact anyone

    If you are waiting for a parcel from a retailer or seller, Evri says you should contact the sender, usually the retailer, who can arrange a refund or replacement. If you bought the label from Evri, you are the sender and can contact Evri.

    Find your 8- or 16-digit tracking number in the Evri email or text.

    If you used eBay or Parcel2Go, contact them. Evri says third-party labels go through that service.

  2. 2

    Stage 2

    Contact Evri by chat or phone

    As soon as the problem happens

    Senders can use the online chat or call 0330 808 5456. Give your tracking number, the name on the parcel and the email used for the order.

    Ask for a case reference.

    Evri asks you not to post written complaints to its offices.

  3. 3

    Stage 3

    Ask to escalate

    After the first response

    If you are unhappy with the outcome, contact Evri again by the same route and say you want to escalate. Evri says it adds this to your existing complaint.

    State clearly that you want a complaint escalation.

    Evri says it aims to respond to most cases within 24 hours.

  4. 4

    Stage 4

    Use "Tell us straight"

    After escalation fails

    If Evri has already tried and your issue is not resolved, the Tell us straight route gives access to its senior team.

    Summarise what happened and what you expect.

    Keep a record of every date and reference.

  5. 5

    Stage 5

    Go outside Evri if needed

    After the final response

    If Evri will not resolve it, ask Evri for its final response in writing. Retailer purchases can go back to the retailer, or you can consider a card chargeback, Section 75 for eligible card payments, or Citizens Advice.

    Check on the Evri complaints page for any current dispute resolution information.

    The seller, not the courier, usually owes you a refund for a retail order.

Questions

Evri FAQ

How do I contact Evri customer service?

Senders can use the online chat on the Evri contact page or call 0330 808 5456. Evri lists lines as open 8am-4pm Monday to Friday and 8.30am-2pm Saturday.

My parcel has not arrived. Should I complain to Evri?

Evri's own procedure says recipients should contact the sender, usually the retailer, because the retailer can arrange a refund or replacement. Evri cannot do this for recipients.

How do I escalate an Evri complaint?

Contact Evri again through the same chat or phone route and say you want to escalate. Evri adds it to your existing case. If that fails, Evri offers a Tell us straight route to its senior team.

Can I post a complaint to Evri?

Evri asks customers not to send written correspondence by post to its offices and says other routes may slow down the investigation.

What if Evri does not solve my complaint?

For a retailer order, go back to the retailer, who is responsible for delivery. You can also consider a card chargeback or Section 75 claim where it applies, or contact the Citizens Advice consumer service.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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0330 808 5456 Steps