Evri (formerly Hermes) handles millions of parcels across the UK and internationally. While their tracking systems offer features like delivery photos and live diversions, unexpected delays, missed scans, or confusing tracking statuses can still occur.
If you are facing difficulties while tracking an Evri parcel or navigating a delivery exception, this guide provides practical solutions for the most common issues, along with direct customer service contact details.
Common Evri Tracking Issues and Solutions
1. Stuck on "We're expecting your parcel"
It is common for tracking to appear stuck before the parcel even physically moves.
- Why it happens: This status means Evri has received the shipping data and label request from the sender, but they have not physically received the parcel yet.
- The Evri Solution: A standard gap of up to two working days can occur between label creation and the first physical scan (e.g., "received at" or "processing at"). If more than two working days pass with only this expectation notice, you must contact the sender to investigate the dispatch, as Evri cannot track a package they do not have.
2. Status Shows "Delivered" but Parcel is Missing
Evri's tracking portal provides specific evidence when a driver marks a package as delivered.
- Why it happens: The driver may have left the parcel in a safe place, with a neighbor, or the GPS scan was triggered prematurely.
- The Evri Solution: Check the Evri tracking link; after you receive a notification saying your parcel has arrived, Evri provides a photo and map of where your parcel was delivered, as well as the name and signature of the person who accepted it. If you still cannot locate the parcel after reviewing the photo and map, contact the retailer immediately.
3. Tracking Stops on International Shipments
For cross-border shipments, tracking updates can suddenly cease.
- Why it happens: For international deliveries, Evri hands the parcel over to a destination carrier (such as An Post in Ireland or regional equivalents). At this point, the parcel continues under a completely different tracking number with the new carrier, causing Evri's tracking to stop updating.
- The Evri Solution: If your last scan shows a handover (e.g., "X-Border Depot Receipt" or "Loaded to International Trailer"), contact Evri to request the successor tracking number for the destination carrier.
4. Missing a Delivery and "Calling Cards"
If you are not home, Evri drivers have a standard procedure for attempting redelivery or leaving the parcel securely.
- Why it happens: If a signature is required or no safe place is available, the courier will attempt delivery and leave a calling card.
- The Evri Solution: The calling card will have an eight-digit number printed on it, which you can use on the Evri website or app to track your parcel or divert it to a neighbor, safe place, or local ParcelShop.
5. Tracking is Stalled for Over 7 Days
Sometimes a parcel seems to freeze mid-transit within the network.
- Why it happens: Tracking can pause during weekend transitions, as Evri operates on Saturdays but not Sundays. Delays can also stem from routing errors or damaged labels.
- The Evri Solution: Evri states that the typical delivery period is between 1-3 days once they receive the parcel. If you end up waiting over 7 days for your parcel to arrive with no tracking updates, you must notify the sender. The sender holds the commercial contract with Evri and must initiate the formal investigation.
Evri Delivery & Pickup FAQs
How do I track my Evri parcel?
You can track your package using the standard 16-digit Evri tracking number provided by the retailer in your confirmation email, or by using the 8-digit number printed on a calling card if you missed a delivery.
What do I need to bring to collect my parcel from a ParcelShop or Locker?
When collecting your parcel, you will need the confirmation email or text from the sender. You will also need personal identification (such as a driving licence) or a specific PIN, which is sent in a separate email from your sender.
Can I divert my parcel if I won't be home?
Yes. If you know you will not be in for the delivery attempt, you can divert your parcel at any point in the delivery journey via the tracking link. You can route it to a chosen safe place, a specific neighbor, or a local Evri ParcelShop.
How to Contact Evri Customer Service
If you need to escalate a routing issue or require technical support with a diversion, you can reach Evri through the following channels. Note: For lost, damaged, or severely delayed parcels (over 7 days), Evri officially requires the sender (the retailer) to contact them directly to open a claim.
- Evri Contact Phone Number: 0330 808 5456. This line connects you to an automated voice assistant that can address issues or route you to a representative.
- Hours of Operation: Evri delivery and support generally operate Monday through Saturday from 8 am to 8 pm.
- Live Chat: You can start a live chat by visiting the "Contact Us" page on the Evri website.
- General Information Email: company.secretary@evri.com.