Hermes is now Evri. For UK parcel support, start a 24/7 chat from Evri’s official Contact Us page, which Evri describes as its quickest route. You can also call 0330 808 5456; the telephone service is available 24/7, but advisor hours are Monday to Friday, 8am–4pm, and Saturday, 8am–2pm. Have your tracking number, ParcelShop receipt number or calling card number ready.
How do I contact Evri about my parcel?
Use Evri’s Contact Us page to start a chat, or call 0330 808 5456. Evri says chat is its quickest support route and is available 24/7. The digital assistant may answer your question or create an enquiry for an advisor; Evri says it will follow up by email or phone after investigating, usually within 24 hours or less.
Chat
- Go to evri.com/contact-us.
- Start a chat and follow the assistant’s prompts. Keep your parcel reference to hand so Evri can find the delivery details.
- If the assistant cannot resolve the issue, it may pass your enquiry to an agent for investigation.
Telephone
Call 0330 808 5456. The phone line and voice assistant are available 24/7, but advisor hours are Monday to Friday, 8am–4pm, and Saturday, 8am–2pm. The voice assistant may route some callers to an advisor or record a message for investigation and callback. If possible, call from the phone number associated with the parcel.
What to have ready
Evri may ask you to enter the relevant digits on the phone keypad. Have one of these references ready:
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- Your parcel tracking number.
- Your ParcelShop receipt number.
- Your calling card number.
If you cannot find a reference and cannot get through by chat or telephone, Evri directs you to contact the parcel sender or retailer.
Who should contact Evri about a missing, delayed or damaged parcel?
For recipients, the right first contact is usually the retailer or other sender—not Evri. Evri’s complaints procedure says the sender can investigate with Evri. Evri cannot give the recipient a refund or replacement; that remedy must come from the sender.
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- You are the recipient: Contact the retailer or sender if the parcel is delayed, marked delivered but has not arrived, or the goods are damaged.
- You sent the parcel and bought the label directly from Evri: Contact Evri through chat or telephone support.
- You booked through a third party, such as eBay or Parcel2Go: Contact that service provider about the booking.
For an enquiry or complaint, Evri says it uses the tracking number to gather parcel information. If its automated service cannot answer, it passes the enquiry to an agent. Evri aims to respond to most cases within 24 hours, although more involved investigations may take longer. Its undated complaints-procedure page, accessed in 2026, says 92% of complaints are resolved in three working days; this is Evri’s own published figure, not an independently audited measure.
How do I change a delivery or address?
Check the options available through Evri’s parcel tracking service. Evri says most retailers manage address changes, so you may need to ask the retailer or sender to amend delivery details.
How do I contact Evri about an international parcel?
International support can depend on how the parcel was booked and the first six characters of its tracking number. Check Evri’s international customer-services guidance and confirm that its instructions match your tracking prefix and booking route.
Evri directs relevant international customers to its virtual assistant, Ezra. If the destination has no postcode, the telephone service may not find the parcel. Evri’s instruction in that case is to use Ezra and enter “0” when asked for a postcode.
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What if Evri customer services do not resolve the issue?
Use Evri’s “Tell us straight” route only after contacting customer services. It provides access to Evri’s senior team. Evri says it acknowledges emails within one hour during normal office hours and sends daily updates when further investigation is needed.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How can I check whether an Evri message is genuine?
Start support from evri.com rather than following an unexpected link. Evri says its text messages are sent from “Evri,” not a mobile number, and tracking links lead to evri.com. It may use email domains including evri.com, hermes-europe.co.uk and myhermes.co.uk; the old Hermes name alone does not establish that a message is genuine.
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To report a suspicious email or text mentioning Evri, forward the details to [email protected]. See Evri’s fraud and cyber-security guidance for its advice on spotting and reporting scams.
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