If your Evri parcel says delivered but not received, first check the delivery photo, safe place, neighbours and any reception or communal area. Also compare the delivery photo and location details with your address.
If the parcel is still missing, contact the retailer first if it was an online order. Contact Evri if you booked the delivery directly, or contact the booking provider if the parcel was arranged through another platform.
| Situation | What To Do |
| Online order is missing | Contact the retailer |
| You booked directly with Evri | Contact Evri |
| Delivery was booked through another platform | Contact the booking provider |
| Delivery photo shows another property | Save the photo and report the incorrect delivery |
| Parcel was left somewhere you did not approve | Explain this clearly when reporting the issue |
| Retailer says Evri confirmed delivery | Ask for the delivery photo, location and other proof |
| Complaint is still unresolved | Escalate the complaint or check available payment protection |
You can also check the latest status and available delivery evidence through Evri’s official parcel tracking service.
Last Updated: 11.09.2026
Why Does Evri Say Delivered When The Parcel Is Missing?
There are several possible explanations for an Evri delivered but not received situation.
The courier may have placed the parcel in a safe place, handed it to a neighbour, left it with a reception desk or delivered it somewhere around the property that is not immediately obvious.
In flats or shared buildings, it may have been left in a communal entrance, mail room or concierge area.
There can also be genuine delivery problems.
The parcel might have gone to the wrong address, the delivery photograph may show another property, or the recipient may not recognise the location shown in the tracking information.
In other cases, the parcel may have been correctly delivered but subsequently removed or stolen from an unsecured location.
The delivered status should therefore be treated as the starting point of the investigation rather than proof on its own that the recipient has the parcel.
What Should You Check First?
Before raising a complaint, check all realistic delivery locations around the property.
This can resolve straightforward cases quickly and provides useful evidence if the parcel is genuinely missing.
Check:
- Front, back and side entrances
- Any nominated safe place
- Shed, garage or storage area
- Neighbours and other household members
- Reception, concierge or mail room
- Communal entrances in blocks of flats
- The delivery photograph and tracking information
- Any delivery notification from the retailer or Evri
If the photograph does not resemble the property, save it immediately. It can be compared against a photograph of the actual front door, entrance, gate or surrounding area when the delivery is disputed.
Does Evri Saying Delivered Prove The Parcel Was Delivered?
A tracking status showing “delivered” is useful evidence that the courier recorded the parcel as delivered, but customers should also look at the supporting information.
Evri says delivery confirmation can include a photograph showing where a parcel was left and a pin showing the delivery location.
The important question in a dispute is therefore not simply whether the system says “delivered”, but whether the available evidence supports delivery to the correct address or another location that the customer had agreed to use.
For example, a photograph of an identifiable front door at the correct property is stronger evidence than an image showing an unidentified floor, wall or communal hallway.
How Strong Is Evri’s Delivery Photo And Location Evidence?
Delivery evidence should be examined carefully rather than accepted or rejected solely because a photograph exists.
| Stronger Delivery Evidence | Evidence Worth Questioning |
| Recognisable front door or entrance | Generic doorstep with no identifiable features |
| House or flat number visible | No address information visible |
| Correct authorised safe place | Parcel left somewhere not authorised |
| Clearly identified neighbour | No indication of which neighbour received it |
| Delivery location matches address | Location appears to be elsewhere |
| Photograph matches customer’s property | Different door, flooring, gate or building |
A recipient who believes the photograph is incorrect should save the image and take a clear photograph of the actual delivery location.
Differences such as the door colour, property number, porch, flooring, gate, walls or building entrance can help explain why the delivery is being disputed.
Where location information is available, check that as well. A photograph and delivery pin that both appear inconsistent with the address provide more specific grounds for asking the retailer or sender to investigate.
Can An Evri Parcel Arrive After Being Marked Delivered?
It is possible for a parcel to appear after it has already been marked delivered.
For example, a neighbour may bring it over later, somebody else at the property may have taken it inside, or the parcel may have been left somewhere the recipient did not initially check.
However, customers should not assume a missing parcel will automatically arrive the next day. Once the basic checks have been completed, save the tracking information and report the problem promptly.
Waiting several days unnecessarily can make it harder to establish what happened or obtain useful delivery evidence.
Who Is Responsible If Your Evri Parcel Is Missing?
Responsibility depends mainly on who sold the goods and who arranged the delivery.
For most online retail purchases, the customer has a contract with the retailer rather than directly with Evri.
The retailer normally arranged the courier and should investigate if the order did not reach the agreed delivery location.
Under Section 29 of the Consumer Rights Act 2015, goods generally remain at the trader’s risk until they come into the physical possession of the consumer or another person identified by the consumer to receive them.
There is an exception where the consumer independently commissions a carrier that the trader did not offer.
Citizens Advice guidance on undelivered orders also explains that when an item is not delivered to the agreed location, the seller is responsible for sorting out the issue.
An agreed safe place or other authorised delivery arrangement can affect the position.
Retailer, Sender, Evri Or Third-Party Booking Service
The correct contact route depends on how the shipment was arranged.
| How The Parcel Was Arranged | First Contact |
| Goods bought from an online retailer | Retailer or seller |
| Friend or family member sent the parcel | Sender |
| Customer booked directly with Evri | Evri |
| Label purchased through another platform | Booking platform or provider |
Evri currently advises recipients whose parcels are marked delivered but missing to contact the sender. It states that the sender can investigate and, where appropriate, provide a refund or replacement.
Evri also directs people who purchased its service through third parties to the company they booked through.
What If The Retailer Says Evri Confirmed Delivery?
A common response to a missing-parcel complaint is that the courier has confirmed delivery.
If this happens, ask the retailer what evidence supports that conclusion rather than repeatedly stating that the parcel is missing.
Useful information to request includes the delivery photograph, recorded location, timestamp, safe-place information, neighbour details and any courier notes available to the retailer.
If the photograph does not match the property, explain the differences clearly. A response such as “the door shown is not my door” is stronger when supported by a photograph showing the actual entrance.
Customers should keep copies of the order confirmation, tracking page, delivery photograph, correspondence and complaint reference.
Can You Get A Refund Or Replacement?
If goods bought from a retailer did not reach the agreed delivery location, the customer should ask the retailer to investigate and provide an appropriate resolution.
Depending on the circumstances, this may involve locating the parcel, sending a replacement or issuing a refund.
The situation may be different when a customer specifically authorised delivery somewhere such as a chosen safe place.
If the evidence shows that the parcel was correctly delivered to a location that had been agreed, responsibility may need to be considered differently.
This is why customers should check their delivery preferences as well as the courier photograph.
What If The Retailer Refuses To Help?
If the retailer rejects the complaint, ask it to explain in writing what evidence proves the order reached the agreed delivery location.
If the retailer still refuses to resolve the matter, the payment method may provide another route.
For qualifying credit-card purchases, Section 75 protection can apply where the individual item’s cash price is more than £100 and up to £30,000.
Chargeback may also be available for debit, credit and prepaid card transactions and usually has a 120-day claim period.
MoneyHelper’s guidance on Section 75 and chargeback protection explains the differences and eligibility requirements. Customers should normally attempt to resolve the issue with the retailer before starting a chargeback claim.
Can You Claim Compensation From Evri?
Customers who booked a parcel directly with Evri may be able to make a compensation claim depending on the service, parcel contents, cover and circumstances of the loss.
Evri’s current terms recommend that consumers make UK loss, damage or late-delivery claims within 28 days of the relevant order.
For parcels sent in connection with a business or commercial trade, Evri requires UK claims to be notified within 28 days or states that the claim will be rejected.
Recipients of retail orders would normally pursue the retailer rather than trying to recover courier compensation themselves.
Anyone making a direct claim should retain proof of dispatch, proof of the contents and value, tracking information and any photographs connected with the shipment.
What If The Parcel Was Left In A Safe Place, With A Neighbour Or At The Wrong Address?
A safe-place delivery needs to be considered in the context of the customer’s delivery instructions.
If the customer deliberately selected a particular safe place and the tracking evidence shows the parcel was left there, the position may be different from a parcel that was placed somewhere without permission.
If the parcel was left at an unknown property, with an unidentified neighbour or in a location the customer did not authorise, make that clear when raising the complaint.
The same applies when the delivery photograph shows another address. Save the photograph before it disappears from easy access and compare it against the actual property.
If theft appears likely, keep all delivery evidence. Where appropriate, a theft can also be reported to the police, particularly for high-value goods.
What If A ParcelShop Or Locker Says The Parcel Was Collected?
ParcelShop and Locker deliveries have slightly different evidence from doorstep deliveries.
A parcel being marked as delivered to a ParcelShop does not necessarily mean it has been collected by the customer. Check whether the status simply says it is ready for collection.
If the system shows that it has already been collected but the customer did not collect it, ask the retailer, booking provider or Evri to investigate the collection record.
Useful information may include the collection time, PIN or code record, ParcelShop details and any other verification connected with the collection.
Do not share collection codes with another person unless they are authorised to collect the parcel.
How To Contact Evri And Escalate A Missing Parcel Complaint?
Recipients of retail orders should generally start with the retailer because it can investigate the delivery and arrange a refund or replacement where appropriate.
People who booked directly through Evri can use its chat or telephone support.
Evri currently lists 0330 808 5456 as its telephone number.
Its contact page states that advisers are available Monday to Friday from 8 am to 4 pm and Saturday from 8 am to 2 pm, while automated telephone support can be accessed outside those adviser hours.
Chat is also available 24/7.
Have the tracking number or other parcel reference ready. Evri says it aims to respond to most enquiries within 24 hours, although more complicated investigations may take longer.
When escalating the issue, state what outcome is required rather than simply asking for an update.
This might be an investigation, replacement, refund or compensation claim depending on who booked the shipment.
How To Prevent Missing Evri Deliveries in the Future?
Missing-delivery problems cannot always be prevented, but clear delivery preferences can reduce the risk.
Choose a safe place that is hidden, secure and genuinely suitable for parcels rather than an exposed doorstep or communal hallway.
If a trusted neighbour is easier, set that preference before the delivery.
For flats and difficult-to-find properties, clear delivery instructions can also help the courier identify the correct entrance.
For valuable orders, consider whether home delivery is the best option. A ParcelShop or Locker can sometimes provide a more controlled collection point when nobody will be available at the property.
Recipients should also be cautious about unexpected delivery messages.
Evri says genuine SMS messages will never ask for payment, so payment requests in supposed Evri delivery texts should be treated with caution.
Conclusion
An Evri delivered but not received tracking update does not mean the customer should immediately assume the parcel is permanently lost.
Start by checking the delivery photograph, location information, safe places, neighbours and any reception or communal areas.
If the parcel cannot be found, identify who arranged the shipment.
Online retail customers should normally contact the retailer first, while people who purchased the delivery directly from Evri should use Evri’s support and claims process.
Where the delivery is disputed, focus on evidence.
Compare the photograph with the actual property, check whether the safe place was authorised and ask what proof shows that the parcel reached the agreed location.
If the issue remains unresolved, customers may be able to escalate through the retailer’s complaints procedure, Evri’s complaint process or applicable card-payment protections.
FAQs
What Should I Do If Evri Says Delivered But I Have Not Received It?
Check the delivery photograph, safe place, neighbours, reception and tracking information. If the parcel is still missing, contact the retailer if it was an online purchase or the relevant sender or booking provider.
Can Evri Mark A Parcel Delivered Before It Actually Arrives?
A parcel can occasionally appear after a delivered status, but customers should not rely on this happening. Complete the basic checks and report the missing delivery promptly if it cannot be located.
What If The Evri Delivery Photo Is Not My House?
Save the photograph and compare it with your actual property. Contact the retailer, sender or Evri and explain which features show that the photograph does not match the delivery address.
Who Is Responsible For A Missing Evri Parcel?
For an online retail order, the retailer will normally be the first point of contact because it sold the goods and arranged delivery.
Direct Evri senders should contact Evri, while third-party bookings may need to be handled through the booking provider.
Can I Get A Refund If Evri Says My Parcel Was Delivered?
A refund or replacement may be available if the goods did not reach the agreed delivery location. The retailer may investigate the photograph, location information, safe-place instructions and other proof before deciding the outcome.
How Long Should I Wait Before Reporting A Missing Evri Parcel?
Once the status says delivered, check likely delivery locations immediately. If the parcel cannot be found after those checks, report the problem promptly rather than simply waiting several days.
Can I Use Chargeback If The Retailer Refuses A Refund?
Chargeback may be available for qualifying card purchases when goods have not arrived and the retailer refuses to resolve the problem.
Customers should check their card provider’s rules and claim deadlines, and Section 75 may provide additional protection for some credit-card purchases.