Evri — How to Contact & Get Support

Evri (formerly Hermes) — ways to get help with tracking, delivery problems, returns, complaints and more.

Why contact Evri?

Common reasons people contact Evri:

  • Problems with tracking or missing updates
  • Delayed, lost or damaged deliveries
  • Questions about returns or refunds
  • Billing, account or payment queries
  • Feedback, complaints or escalation

1. Evri Help Centre (Self-service)

Use Evri's Help Centre for the fastest answers to common issues.

How to use
Visit Evri's official website, open Help or Support, and search for terms like tracking, return, or lost parcel.
Why it helps
It contains step-by-step guides and tooling for quick resolutions without waiting for an agent.

2. Chat with Holly (Virtual Assistant)

Evri's chatbot — often labelled Holly — answers routine questions instantly.

  • Click the chat icon on the Help Centre page.
  • Ask naturally (e.g. "Where is my parcel?") and provide your tracking number when prompted.
  • If the bot can't help it will point you to human support options.

3. Phone Support

For direct, real-time help:

Phone
0330 808 5456
Hours
Typically available during standard business hours; availability can vary.
Before you call
Have your tracking number, sender/recipient details and a clear description ready. Expect possible busy times and hold queues.

4. Email / Webform

If you need to attach photos, receipts, or detailed evidence, use Evri's contact form.

  • Go to the Contact/Help page on Evri's site and complete the webform.
  • Include tracking number, order details and attach images of damage if relevant.
  • Response times vary; routine issues often get an initial reply within a couple of business days.

5. Social Media

Social channels are useful when other routes are slow; teams monitor messages during business hours.

  • Twitter: @Evri_UK (tweet or DM)
  • Facebook: Message the official Evri page
  • Instagram: Send a direct message

6. Evri ParcelShops

ParcelShops handle sending and collection. Staff can often advise or direct you to the correct support channel.

Use the ParcelShop locator on Evri's site to find the nearest location.

7. Evri Mobile App

The app provides convenient parcel management and sometimes faster reporting options:

  • Real-time tracking and delivery notifications
  • Report issues and view delivery history
  • Access to chat/help from within the app

8. Complaints & Escalation

If standard support doesn't resolve your issue:

  1. Ask to escalate or to speak with a supervisor when on phone/chat.
  2. Submit a formal complaint using Evri’s complaint form and include all evidence.
  3. If you're unhappy with the final outcome, consider independent routes such as the Postal Redress Scheme (POSTRS) or other ADR mechanisms where applicable.

Tips for Effective Communication

  • Be clear and concise: state the issue and the outcome you want.
  • Keep records of all communications (timestamps, chat transcripts, emails).
  • Always reference your tracking number in messages.
  • Include photos for damaged items (packaging and contents).
  • Be polite but persistent—ask for escalation if needed.

Common problems & how to handle them

Lost Parcels

  • Check tracking first. If no update, report the issue via chat or the webform.
  • Ask about compensation eligibility once an investigation is opened.

Damaged Items

  • Take photos of outer packaging, internal packaging and damaged contents.
  • Send photos and details to Evri immediately via webform or email.

Delays

  • Confirm estimated delivery and cut-off windows for the service used.
  • If past the expected date, file an inquiry and request an update or escalation.