How to Contact Evri/Hermes About Your Parcels

Evri (used to be Hermes) is one of the most used delivery companies currently in operation in the UK. If you’ve ever placed an order online, then it’s highly likely you’ve come into contact with them. Our Evri delivery driver is a lovely lady who always delivers on time with a smile. But, sometimes things do go wrong. Whether you’ve waited in all day for a promised parcel delivery that never arrived, or you just want to contact Evri to find out where your parcel is, here’s everything you need to know about contacting Evri.

Why did Hermes become Evri?

It’s not cheap for businesses to give themselves a rebrand but that’s exactly what happened with Evri. When they were known as Hermes, they had an awful reputation for late or missing deliveries and damaged parcels. It seems that they hoped that by rebranding and giving themselves a complete overhaul, they could start afresh and build up a better reputation.

According to the reviews left on Trustpilot, Evri do seem to be doing better than Hermes did, their current rating is 4 stars.

Some might say that it’s early days for Evri, and it’s too soon to determine whether they can salvage their reputation from their Hermes days. Busy times of year such as Christmas will definitely be their biggest test, so it will be interesting to see how well they do then and how their rating holds up on Trustpilot.

How to contact Evri/Hermes

There are lots of reasons why you might need to contact Evri, but the most common reason is to track down a missing delivery. It is incredibly frustrating when you wait in all day for a delivery you’re expecting to turn up, but it never arrives and you’ve not had any reasonable explanation as to why. Maybe you’ve booked the day off work just to receive your delivery, or you’ve stayed in all day when you could have enjoyed a day out instead. Whatever the reason, there are a few different options if you need to contact Evri.

Online Delivery Tracker

The easiest way to track your parcel and see where it is in the delivery process is to use the Evri online delivery tracker.

In order to track a parcel, you will need a 16-digit tracking number or 8 digit calling card number. When you place an order to be delivered by Evri, you will usually receive an email containing a tracking number so that you can easily see what stage your parcel is at. If you’ve missed a delivery attempt then the driver should push a calling card through your door. This card will have an 8-digit number that you can use to track your parcel online.

Evri Live Chat

Evri have a live chat service on their website. This is a digital chat service though and they don’t seem to be able to help if you don’t have a tracking number.

 

Evri Contact Number

Evri don’t seem to want people to call them as they make it very difficult to find their contact number. However, if you decide you want to contact Evri by phone, you can call them on 0330 808 5456. The number takes you to an automated menu to help to direct you to the right department. Make sure you have as much information as possible at hand before you call. You’ll probably need a tracking number if you have one.

Evri Mobile App

There is an Evri app available on both Apple and Google Play. It would have been handy to have a live chat function on the app, but I can’t see the option anywhere.

You can use the app to:

• Track a parcel
• Divert a parcel
• View photo of delivery and signature if relevant
• Set a safe place for deliveries
• Send parcels
• Send a video message with your delivery with Evri Video

Can I complain to Evri on social media?

It can be very tempting to complain on social media as some companies will jump to respond and resolve your issue when you share it on a public platform. Evri’s Twitter account seems to be locked down, and their Facebook page asks people to visit their website with customer service issues, so contacting them on social media probably won’t get you very far.

Can I complain in writing to Evri?

If you want to complain in writing, you can! However, it’s not one of the ways that Evri want you to get in touch, so be prepared for a delay in getting a response, or not receiving a response at all!

Hermes Parcelnet Ltd,
Capitol House,
1 Capitol Close,
Morley
LS27 0WH

Some people have had results by emailing the CEO directly so if you’ve tried all the other options, then that’s worth a shot too. You can email him at Martijn.DeLange@hermes-europe.co.uk.

How do I divert my parcel with Evri?

If you want to divert your parcel with Evri to a different delivery address, there are a few different ways you can contact Evri to do this.

• Respond via the email link that you receive when your parcel is received by Evri
• Use your tracking number to divert your parcel on the Evri website
• Divert your parcel using the Evri app

 

How do I contact Evri to return a parcel?

There are two different options if you want to return a parcel using Evri.

Firstly, you can use the retailer’s return process to arrange to return your parcel. Or, you can arrange the return with Evri directly. You can contact Evri by using their website or via the app.

You will need to decide how you want to return your items. You can choose to:

• Use ParcelShop drop off
• Use Locker drop off
• Have a courier collect the item from your address

Which brands use Evri for deliveries?

An increasing number of big retailers and brands now use Evri for delivery, these are just a few:

• Argos
• Asos
• Boohoo
• Clarks
• Debenhams
• H&M
• In the Style
• John Lewis
• M and M Direct
• Marks and Spencer
• Next
• Superdry

What do I do if my Evri parcel is not delivered?

If your Evri parcel hasn’t arrived when it was meant to, check the Evri tracking tool to see if that tells you when you can expect your parcel.

If Evri tracking tells you that they’ve got your parcel, then it’s not yet out for delivery. You will get an email with a time slot when your parcel is out for delivery. If you do need to contact Evri about a parcel you’ve been expecting but haven’t received, then you can contact Evri in the ways mentioned above.

How do I get a refund from Evri?

There are a few different options if you’re looking to contact Evri in order to get a refund.

You can contact them using the Evri app, contact them through their website, or call them on the number shared above. You will need to have as many details as possible to hand about your parcel and why you want to claim a refund.

How do I send a parcel with Evri?

If you want to contact Evri to arrange to use them to send a parcel, then the options are pretty similar to contacting them about a parcel you’re expecting to receive.

• Book the delivery service online or through the Evri app. You will need details of where the item is coming from and how much it weighs.
• Choose the delivery service – either next day or standard delivery.
• Fill in your parcel details. You need to include what’s in your parcel and how much it’s worth.
• Fill in the delivery address details including the delivery postcode.
• Pay the delivery fee and print the delivery label. If you don’t have a printer, you can use the Print in ParcelShop option where you can have the shipping label printed in the store.

Make sure you pack up your parcel securely to avoid any breakages along the way. Use bubble wrap or sustainable paper packing material to protect fragile items. And be sure to use sturdy parcel tape to seal your parcel too so that items remain securely inside until they reach their final delivery destination.

My personal experience with Evri

We moved to a new house in 2021 and since then we’ve had a new Evri delivery driver. I have to say that she is absolutely fantastic. She always arrives on time and is chatty and friendly every single time. A recent delivery arrived damaged, the bag had been opened and resealed. She told me to check that all my items were in there before she left. One item was missing so she took it back and reported it as unable to deliver due to damage.

I think it’s luck of the draw with delivery drivers, but ours really is fantastic. The company as a whole seems to be struggling to meet deliveries at the moment and I’ve seen lots of reports recently about missing items and failed deliveries in our local area.

It’s worth doing your research when choosing a delivery. Evri is definitely one of the biggest parcel delivery services, but there are other options too. If you deliver lots of items, then maybe try out a few different delivery options before settling for one to use regularly. It’s also worth checking with the retailer when you make a purchase online, as some allow you to choose which company you want them to use to deliver your items. Not every retailer does this, but if they do, then you should see the different options when you go to check out.

Do you have any stories about Evri? Whether they’re positive or negative I’d love to hear about them in the comments section, particularly if you’ve had to contact Evri directly.