Complaints Procedure

If your parcel tracking shows as delivered, but you have not got your parcel, you can contact us via 2 channels: 1. On our website chat 2. On the ‘Rate My Courier’ link on the tracking page or email notification we send you. When you rate your courier with 1 or 2 stars, select the option ‘I haven’t got my parcel’ and we will offer you a call back or email from the depot Customer Service Team within 24 hours. Our local Customer Service Team will contact your courier to ascertain where your parcel is and do all they can to get your parcel delivered to you as quickly as possible.

Within 5 days of the estimated delivery date - If your parcel hasn’t arrived by the estimated delivery date, you can contact us via chat on our website. Our Customer Service Team in your local depot will look into this for you and update you on the outcome. If the parcel cannot be located, they will advise you the best course of action. More than 5 days after the estimated delivery date - If your parcel hasn’t arrived, and more than 5 days has lapsed since your parcel was last scanned by Evri, we will advise you to contact the sender of the parcel as the sender will be able to advise if a replacement can be dispatched or a refund issued.

We will advise you to contact the sender if you are the recipient, as the sender will be able to advise if a replacement can be dispatched or a refund issued.

Contact us via chat and tell us in your own words what the problem is, we’ll take it from there.