Last Updated on: June 30, 2026

Editor’s Note: This guide has been reviewed against Evri’s official complaints procedure and UK consumer guidance to help readers understand the correct way to raise a parcel complaint.

Evri does not currently publish a dedicated customer complaints email address for standard parcel issues, so this article explains the official complaint routes, escalation steps, and when customers should contact the retailer instead.

Quick Answer: Evri Complaints Email

Evri does not currently publish a dedicated complaints email address for parcel support. The correct way to raise an Evri complaint is through the official online chat service or telephone message service.

Evri’s listed feedback email, noreply.customer@feedback.evri.com, is for general feedback only and is not a customer service channel.

For online shopping deliveries, customers should also contact the retailer because the retailer may be responsible for resolving lost, damaged, or undelivered orders.

Is There an Evri Complaints Email Address?

Is There an Evri Complaints Email Address

Evri does not currently publish a dedicated customer complaints email address for standard parcel delivery issues.

On the official Evri contact page, the company explains that its feedback email is for general comments, suggestions, or ideas, not for direct customer service replies about individual parcel problems.The official complaint routes are:

Evri does list noreply.customer@feedback.evri.com for general feedback, suggestions, or ideas, but Evri clearly states that this inbox is not a customer service channel and that customers should not expect a reply. Therefore, it should not be treated as the correct Evri complaints email for a parcel issue.

For parcel problems, customers should use Evri’s complaint process rather than sending emails to addresses found on forums, social media, or older online posts.

Why Evri May Not Recommend Email for Complaints

Evri asks customers to use its official support routes because parcel complaints usually need tracking details, delivery scans, courier updates, customer information, and sometimes investigation by a customer service agent.

According to Evri’s complaints process, the company uses the tracking number to gather information about the parcel and its location. If the automated system cannot provide an answer, the complaint or enquiry is passed to a customer service agent for investigation.

This is why simply sending an email may not always work. If the complaint is not connected to the correct tracking record, it may be harder for Evri to investigate the issue properly.

How to Raise an Evri Complaint Properly

Customers should raise delivery problems through the official Evri complaints procedure, where Evri explains how parcel enquiries, complaints, tracking investigations, online chat support, telephone message support, and complaint escalation should be handled.

Before starting a complaint, the customer should prepare:

Evri says customers should have their parcel tracking number ready. This is usually an 8-digit or 16-digit number found in the email or text message from Evri.

Step-by-Step: How to Complain to Evri?

How to Complain to Evri

  1. Check the Tracking First

The customer should start by checking the Evri tracking page. This helps confirm whether the parcel is delayed, out for delivery, at a depot, returned to sender, or marked as delivered.

If the tracking says “delivered” but the parcel has not arrived, the customer should check:

If the parcel still cannot be found, the customer should raise the issue through Evri’s official support route.

  1. Use Evri Online Chat

Evri lists online chat as one of the official ways to make an enquiry or complaint. The chat assistant can provide instant help or raise an enquiry for the team to follow up.

When using chat, customers should keep the message short and specific. For example:

“My Evri parcel is marked as delivered, but it has not been received. The tracking number is [tracking number]. The safe place and neighbours have been checked. Please investigate and confirm the delivery location.”

  1. Use the Telephone Message Service

Evri also lists a telephone message service as an official complaint route. Customers can call the voice assistant, get support, or leave a message for Evri to investigate and respond.

For UK domestic orders, Evri’s international help page also refers customers to the UK team and lists 0330 808 5456 as a contact number. It says the UK live chat is available from 8am to 6pm, Monday to Saturday.

Before calling, customers should have the tracking number, ParcelShop receipt number, or calling card number ready.

  1. Keep a Record of the Complaint

Even if the complaint is not sent by email, customers should still keep evidence. They should save:

This record can help if the complaint needs to be escalated or if the customer needs to contact the retailer.

What Happens After an Evri Complaint Is Raised?

What Happens After an Evri Complaint Is Raised

Evri says its complaint process normally works as follows:

First, Evri uses the tracking number to gather information about the parcel and its location. If the automated system cannot resolve the issue, the enquiry or complaint is passed to a customer service agent. A customer service agent then gets back in touch with the customer.

Evri says it aims to respond to most cases within 24 hours, although more detailed investigations may take longer. It also states that it resolves 92% of complaints within three working days.

How to Escalate an Evri Complaint?

If the customer is not happy with the outcome, Evri says they can contact the company again through the same methods and say they want to escalate the complaint. Evri says the escalation will be added to the existing complaint or enquiry, so the customer should not need to provide all the information again.

Customers should avoid starting multiple separate complaints for the same parcel because this can make the issue harder to track.

Should the Customer Contact Evri or the Retailer?

This depends on who arranged the delivery.

If a customer bought an item from an online retailer and the retailer chose Evri as the courier, the customer will often get a better result by contacting the retailer as well. Citizens Advice says customers should usually contact the seller before complaining to the delivery company or asking the courier for compensation.

For example, if a customer ordered clothes, electronics, gifts, or household goods from a retailer, the retailer may be responsible for resolving the issue if the item has not arrived or arrived damaged.

The customer should contact the retailer when:

If the customer personally paid Evri to send a parcel, then the complaint should normally be raised directly with Evri because the customer has the delivery contract with Evri.

What to Say When Contacting the Retailer?

What to Say When Contacting the Retailer

When contacting the retailer, the customer should be firm but polite. A useful message would be:

Evri tracking says my parcel was delivered, but I have not received it. I have checked the safe place, neighbours, and delivery location. Please investigate this with Evri and confirm whether a replacement or refund can be arranged.

This approach is often stronger than only chasing Evri, especially where the retailer arranged the delivery.

What Are the Common Evri Complaint Reasons

Customers usually look for an Evri complaints email because they are dealing with one of the following problems:

Parcel Marked as Delivered but Not Received

This is one of the most common delivery complaints. The customer should check the delivery photo, safe place, neighbours, and building reception before raising a complaint.

Parcel Delayed or Tracking Not Updating

Sometimes tracking can stop updating for several days. The customer should check whether the parcel is still within the expected delivery window before raising a formal complaint.

Damaged Parcel

If the parcel arrives damaged, the customer should take photos before opening it fully. If the item inside is damaged, they should contact the retailer as well as Evri.

Wrong Delivery Address

If the delivery photo or tracking suggests the parcel was left at the wrong property, the customer should raise this clearly and provide evidence.

Failed Collection

If Evri failed to collect a parcel, the sender should check the collection booking and contact Evri with the order reference.

Return Parcel Not Moving

If a return parcel is stuck in the Evri network, the customer should keep the ParcelShop receipt or drop-off proof. This can help the retailer confirm that the return was handed over.

What Customers Should Not Do?

Evri specifically says customers should only contact the company through its listed complaint channels because using other methods may slow down the investigation. Evri also asks customers not to send written correspondence by post to its offices.

Customers should avoid:

Watch Out for Fake Evri Delivery Emails and Texts

Customers searching for an Evri complaints email should also be careful with scam messages. Citizens Advice warns that messages asking people to pay to receive a parcel or reschedule delivery are usually scams, and customers should not click links in those messages.

A genuine complaint should be started through Evri’s official website or app, not through a link in a random text message.

Warning signs of a scam include:

If a customer has entered bank details into a suspicious website, they should contact their bank immediately.

FAQs

What is the Evri complaints email address?

Evri does not currently list a dedicated complaints email address for parcel issues. Customers should use Evri’s official online chat or telephone message service.

Can customers email noreply.customer@feedback.evri.com?

That email address is for general feedback, suggestions, or ideas. Evri says it is not a customer service channel and customers will not receive a reply.

What is the Evri complaints phone number?

For UK domestic orders, Evri’s international help page lists 0330 808 5456 and directs customers to the UK team for domestic parcel questions.

How quickly does Evri respond to complaints?

Evri says it aims to respond to most cases within 24 hours, but more detailed investigations can take longer. Evri also says it resolves 92% of complaints within three working days.

Should customers complain to Evri or the retailer?

If the retailer arranged the delivery, the customer should usually contact the retailer as well as Evri. Citizens Advice says customers will usually get a better result by contacting the seller before asking the delivery company for compensation.

What details are needed for an Evri complaint?

Customers should prepare the tracking number, name on the parcel, delivery postcode, order email address, retailer name, screenshots, delivery photos, and any proof of damage or incorrect delivery.

Can an Evri complaint be escalated?

Yes. Evri says customers can contact the company again through the same methods and say they want to escalate the complaint if they are unhappy with the outcome.

Is it safe to click an Evri redelivery payment link?

Customers should be careful. Citizens Advice warns that messages asking for payment to receive or reschedule a parcel are usually scams. Customers should use official Evri channels instead.