Returning a Parcel

I can't find my retailer's name on the list
If you can’t find your retailer’s name, it could be because they don’t use Evri for returns. Some retailers may go by different names, so it’s a good idea to contact them directly to confirm whether they use Evri for returns and what name they can be found under. If they do, and you're still unable to find them on our website, please visit Evri Parcel Returns for further help.

How can I track my return?
You can track your return by using the tracking link provided in the email confirming your return. If you didn't receive or can't find this email, simply use your ParcelShop receipt number or your 16-digit tracking number to track your parcel.

How should I package my parcel?
It’s important to package your return securely to ensure it arrives safely. We have a guide on how to properly wrap your parcel for return, so you can be sure it's ready for transit.

How will I know the retailer has received my return?
Once your return is on its way back to the retailer, you’ll see "On its way back to the retailer" as the final tracking point. This indicates that your parcel has been handed over to the retailer, who will notify you when they receive it or when the refund has been processed. Please note, while we won’t send updates once it’s with the retailer, our tracking will show when it’s on its way back.

Can I send a parcel back to a retailer you don't return for?
If your retailer isn’t listed or doesn’t use Evri for returns, please contact them directly to find out how to return your parcel. You may also find return instructions inside the original package from the retailer.

How long will my return take to get back to the retailer?
Returns typically take around 14 days from the time you hand over the parcel. Retailers may take additional time to confirm receipt, so please be patient. If 14 days have passed and your retailer claims not to have received your return, ask them to start an investigation.

• For free returns: Contact the retailer's customer services.
• For paid returns: Contact our customer service team at returnssupport@evri.com to start an investigation.

How much does a return cost?
Return costs can vary depending on the retailer or seller. Some offer free returns, while others may charge a fee. For specific costs, it’s best to contact the retailer directly or check their app or website for the returns policy. You can also get a return price through our app or website once you've entered your parcel details.

What if my return hasn’t been received?
If your return hasn’t been received after 14 days, and the retailer claims it hasn’t arrived, contact them to initiate an investigation.

• For free returns: The retailer should investigate on your behalf.
• For paid returns: Contact our customer service at returnssupport@evri.com to start the process.

Can I return an item with Evri?
Yes, if the retailer uses Evri for returns. Check the retailer’s instructions for returning your item. They may provide a pre-printed label, or you can book the return through our app or website. After booking, make sure your parcel is properly packaged.

• For collections: A courier will collect your parcel between 8am-8pm on weekdays and 8am-6pm on Saturdays.
• For ParcelShops: Many locations are open early to late, seven days a week. Find your nearest ParcelShop to drop off your return.

What time will the courier collect my parcel?
For scheduled collections, you will receive more information about the time of your courier’s visit on the day of collection.