Evri Damaged Parcel UK: Refund, Replacement & Claim Help
Use this guide if an Evri parcel arrived crushed, torn, wet, opened, broken, leaking, missing packaging protection, or the retailer says you must claim from Evri yourself.
The goods arrived cracked, smashed, bent, leaking or unusable.
The parcel arrived crushed, torn, wet, opened or poorly protected.
The retailer says the courier caused it and refuses to refund.
ParcelClaim builds a personalised complaint letter using your retailer, Evri tracking, damage photos, packaging evidence and refund/replacement request.
Create My Evri Damage Letter One-time £2.99 · No subscription · Instant documentWhat this Evri damaged parcel guide is for
This page is for UK shoppers and senders dealing with damage during an Evri delivery. It covers damaged retail orders, broken items, crushed packaging, poor packaging disputes, sender claims, retailer responsibility, Evri parcel cover, photo evidence and escalation if a retailer refuses to help.
| Evri damage problem | What to ask for |
|---|---|
| Retail order arrived damaged | Retailer refund, replacement or repair route. |
| Outer packaging was crushed or wet | Investigation using photos, tracking and packaging evidence. |
| Item is broken but packaging looks fine | Retailer to assess whether goods were faulty, poorly packed or damaged in transit. |
| Retailer says Evri caused it | Retailer to resolve your order and claim from Evri separately. |
| You sent the parcel yourself | Evri damaged parcel claim, subject to cover, evidence and exclusions. |
| Evri says sender must claim | Ask the sender/retailer to start the Evri claim and refund or replace your order. |
First steps if your Evri parcel arrived damaged
- Do not throw anything away. Keep the item, outer packaging, inner packaging, labels and inserts.
- Photograph the parcel before opening further. Capture crushed corners, tears, wet patches, holes, tape issues or open seams.
- Photograph the item damage. Take close-ups and wider photos showing how the item arrived.
- Save the Evri tracking. Keep the tracking number, delivery date, delivery photo if any and courier notes.
- Contact the retailer or sender first. If you bought online, the retailer should usually resolve the order with you.
- Ask for a clear outcome. Refund, replacement, repair, collection or return label.
- Escalate if refused. Use a stronger letter, chargeback or Section 75 if the retailer refuses to resolve a genuine damaged-goods dispute.
Should you complain to Evri or the retailer?
If you bought from a retailer and Evri delivered the item damaged, your strongest route is usually to complain to the retailer first. Evri’s own complaints procedure says that if a parcel arrived damaged, you should contact the sender, which will usually be the retailer you bought from. Evri also says the sender can provide refund or replacement and contact Evri about the parcel.
This is important because many customers get trapped between “Evri damaged it” and “the retailer says contact Evri”. If the retailer arranged the delivery, it should resolve the order with you and claim from Evri separately if it is entitled to do so.
Send photos to the retailer and ask for refund, replacement or repair. Use Evri tracking as evidence, but do not let the retailer push you into a courier-only claim loop.
If you sent the Evri parcel yourself
If you bought Evri postage yourself, the claim route is different. Evri says the quickest way to make a lost or damaged parcel claim is to contact its customer services team, and that the enquiry should be made by the person who sent the parcel. Evri’s parcel cover guide also says claims can take up to 28 days to process and that the sender needs to start the process because the sender paid for the service.
You will usually need the tracking number, proof of value, proof of postage, photos of the damage and packaging, and evidence that the contents were not excluded or inadequately packaged.
Do not throw away the damaged item or packaging
Keep the damaged item and packaging until the retailer, sender or Evri claim is finished. Evri International says claimants should retain damaged items until the claim is settled and that photographic evidence of both the damage and the packaging may be required. It also says the claims team may ask about salvage or repair.
That means even ugly packaging can matter. The box, bag, tape, label, bubble wrap, filler, product box and broken pieces can all help prove what happened.
Photo checklist for an Evri damaged parcel
| Photo | Why it matters |
|---|---|
| Outer packaging before opening further | Shows the condition on arrival. |
| Delivery label and tracking label | Connects the photos to the Evri parcel. |
| All sides of the box or bag | Shows crushed corners, tears, holes or wet damage. |
| Inner packaging | Shows whether the item was protected properly. |
| Damaged item close-ups | Shows the actual fault, breakage or unusable condition. |
| Item and packaging together | Links damage to the delivery condition. |
| Missing pieces or leakage | Shows whether parts broke, spilled or were lost. |
| Original listing/order photo if useful | Shows what condition the item should have arrived in. |
If the retailer says the packaging was not damaged
An item can still be damaged even if the outer packaging looks normal. It might have been dropped, crushed internally, packed poorly, or already faulty. Ask the retailer to assess the item itself, not only the parcel bag or box.
Say whether the item is unusable, unsafe, leaking, cracked, dented, missing parts or not as described. Include photos of both the item and the packaging so the retailer cannot dismiss the complaint as “no visible courier damage”.
If the retailer says Evri damaged it, so Evri must refund you
Push back politely. If you bought from a retailer, you did not choose or contract with Evri for the delivery. The retailer should handle the damaged-goods issue with you and then take up any courier claim with Evri.
Short wording
“I bought the item from you and it arrived damaged after delivery by Evri. I have attached photos of the item, packaging and delivery label. Please arrange a refund, replacement or repair. If you believe Evri caused the damage, please pursue that with Evri separately as the sender.”
If the item was fragile, glass, liquid or high-value
Fragile or high-value items can be harder because courier cover may have exclusions, limits or packaging requirements. That does not automatically remove your rights against a retailer if the goods arrived damaged, but it may affect an Evri sender claim if you sent the parcel yourself.
If you are the buyer, focus on the retailer’s responsibility to provide goods that match the order and arrive in acceptable condition. If you are the sender, check Evri’s prohibited/excluded items, cover level and packaging requirements before claiming.
If the parcel was a return that Evri damaged
Return parcels are slightly different. If you returned goods using a retailer’s Evri label and the parcel was damaged in transit, the retailer normally arranged the return route. Keep proof of drop-off, tracking, photos of packaging and the return receipt/email.
If you bought Evri postage yourself for the return, you may need to use Evri’s sender claim route. Useful page: Evri return parcel lost UK.
Evidence checklist for an Evri damaged parcel complaint
| Evidence | Why it matters |
|---|---|
| Order confirmation | Shows what you bought, from whom and at what price. |
| Evri tracking number | Links the damaged parcel to the delivery. |
| Delivery date and photo if available | Shows when and how the parcel arrived. |
| Photos of outer packaging | Shows damage to the parcel itself. |
| Photos of inner packaging | Shows whether the item was protected. |
| Photos of the damaged item | Shows the actual damage and condition. |
| Retailer messages | Shows whether the retailer refused, delayed or blamed Evri. |
| Evri messages | Useful if Evri says sender must claim or confirms damage. |
| Payment proof | Useful for chargeback or Section 75 escalation. |
What to ask for
- Replacement if the item is still wanted and stock is available.
- Refund if the item is unusable, unsafe, significantly damaged or no longer wanted because of the damage.
- Repair if repair is practical and you are happy with that option.
- Return label or collection if the retailer wants the damaged goods back.
- Partial refund only if the damage is minor and you are willing to keep it.
- Final written response if the retailer refuses and you need bank escalation evidence.
When to use chargeback or Section 75
If the retailer refuses to resolve a genuine damaged-goods dispute, chargeback may be relevant if you paid by card. Keep photos, messages and evidence that the retailer refused or failed to resolve it.
Section 75 may be relevant for qualifying credit-card purchases where the item cash price is over £100 and not more than £30,000. Keep the order, seller and payment details clear.
Useful pages: Chargeback missing parcel letter template and Section 75 missing parcel letter template.
Common Evri damaged parcel mistakes
- Throwing away packaging. Packaging is key evidence.
- Only taking one photo. Take wide photos, close-ups and label photos.
- Only contacting Evri. If you bought from a retailer, contact the retailer too.
- Letting the retailer blame Evri. The retailer should resolve the order with you if it arranged delivery.
- Waiting too long. Report damage quickly while evidence is fresh.
- Accepting a partial refund too early. Do not accept less than you are happy with.
- Not getting a final refusal. Banks usually want evidence that the retailer refused or failed to resolve it.
Short Evri damaged parcel wording
This is only starter wording. The full ParcelClaim letter should be personalised to your retailer, Evri tracking, damage evidence, item value and requested outcome.
Starter wording
“My order [order number] was delivered by Evri on [date] and arrived damaged. I have attached photos of the outer packaging, inner packaging, label and damaged item.”
“Please arrange a refund, replacement or repair. If you believe the damage occurred during Evri delivery, please raise that with Evri separately as the sender, but please resolve my order directly with me.”
Create an Evri damaged parcel letter
Build a personalised Evri damage complaint letter that includes your retailer, tracking, photo evidence, packaging condition and refund/replacement request.
Start My Evri Damage Letter – £2.99 No subscription. Instant document.Evri damaged parcel checklist
- Retailer order number or Evri tracking number.
- Delivery date.
- Photos of outer packaging.
- Photos of inner packaging.
- Photos of damaged item.
- Delivery label photo.
- Retailer support messages.
- Evri support messages, if any.
- Payment proof.
- Requested outcome: refund, replacement, repair, collection, partial refund or final response.
Evri damaged parcel FAQs
What should I do if my Evri parcel arrives damaged?
Photograph the outer packaging, inner packaging, label, damage to the item and everything received. Keep the damaged item and packaging, then contact the retailer or sender first if you were the recipient.
Should I complain to Evri or the retailer for a damaged parcel?
If you bought from a retailer and Evri delivered the order, complain to the retailer first. Evri says damaged parcels should usually be raised with the sender, often the retailer, because Evri cannot provide the recipient with a refund or replacement.
Can I claim compensation from Evri for a damaged parcel?
Evri says damaged parcel claims should usually be started by the sender because the sender paid for the delivery service. If you sent the parcel yourself, use Evri’s claim route and provide evidence.
What evidence do I need for an Evri damaged parcel claim?
Keep photos of the damaged item, outer packaging, inner packaging, delivery label, order confirmation, tracking number, retailer messages, Evri messages, payment proof and any final refusal.
Should I throw away the damaged item or packaging?
No. Keep the damaged item and packaging until the claim or complaint is finished. Evri International says photographic evidence of the item and packaging may be required and salvage or repair may be considered.
What if the retailer says Evri damaged it so I must contact Evri?
Send the retailer the photos and ask it to resolve the order with you. The retailer can then contact Evri as the sender if it needs to claim from the courier.