Receiving Parcel
The parcel was delivered damaged
We are sorry if your parcel arrived damaged. While we do our best to ensure that every parcel reaches you safely, sometimes accidents happen. If your parcel has been damaged, please get in touch with our customer service team, and we will assist you in resolving the issue as quickly as possible. Find more help if you have a damaged parcel.
What can I do if I haven’t received my parcel?
If your parcel hasn’t arrived and it's been over 7 days since the expected delivery date, please notify the sender. They can then contact us, and we will investigate the matter further.
Expected delivery time
Your parcel’s expected delivery time (ETA) is set by the courier on the morning of delivery, based on the route they will take. While ETAs cannot be changed, you can divert your parcel to a neighbour or a safe place. If the retailer requests a signature on delivery, we will attempt to deliver the parcel on three separate days, and diversion options won’t be available.
How can I track my international delivery?
To track a parcel sent through our international service, follow the instructions provided by us. Tracking details will be available once your parcel is processed through the network.
How can I change my delivery address?
Typically, address changes are handled by the retailer. Contact them directly to request any changes to the delivery address. Alternatively, you can choose to have your parcel delivered to a neighbour or safe place.
How do I track my parcel?
Once your order is dispatched, you will be notified by the sender. If there is no tracking information available yet, we may still be waiting for the parcel. Once we receive it, your parcel will be delivered within the agreed time frame. Use the 16-digit tracking number or the eight-digit number from the calling card to track your parcel.
How to track your ParcelShop delivery
For ParcelShop deliveries, once your parcel is on its way, you will receive a text or email notification. When the parcel is ready for collection, take the confirmation message and identification (like a driving licence) to the ParcelShop to pick it up.
How to track your Locker delivery
For Locker deliveries, you will receive email updates. Once the parcel is ready for collection, follow the instructions sent via email to pick it up from your nearest automated Locker.
What happens on the day of my scheduled delivery?
You will receive an email from the retailer with your expected delivery time slot, including a tracking link to follow the parcel's progress. If the delivery attempt fails, a card will be left with details of the next attempt. You can also divert your parcel if you’re not available.
How to track your parcel once it’s been delivered
After delivery, we can provide a photo and map showing where your parcel was delivered. You may also receive an email from the retailer with delivery details, including the name and signature of the person who made the delivery.
How will Evri contact you?
We typically contact you by email or text message with tracking updates. If you're involved in a claim, we may also reach out via email or text. Our emails will come from @evri.com, @hermes-europe.co.uk, or @myhermes.co.uk. Be cautious of messages that ask for payment or contain suspicious links.
Is this Evri text/email genuine?
Be vigilant of scam messages. These may look unusual or unexpected and may contain spelling errors, poor language, or unusual links. Genuine messages from Evri will always come from trusted addresses such as @evri.com, @hermes-europe.co.uk, or @myhermes.co.uk. If you suspect a scam, contact us directly using the details on our website.
I won’t be in at my expected delivery time
If you won’t be available for your scheduled delivery, you can divert your parcel to a neighbour, safe place, or one of our 14,000+ ParcelShops or Lockers. For more details, check out our guide on how to divert your parcel.