Evri

1. Deadlines for Investigations and Claims

Submission Deadline:
An investigation or claim can be submitted up to 28 days after the label creation date. All calendar days, including weekends and public holidays, are counted.

Earliest Submission Time:
An investigation or claim can be submitted no earlier than 3 working days after the first scan at Evri.

2. Required Information for Investigations and Claims

To initiate an investigation or claim, we require:

• Order number
  or

• Shipment number

If the shipment is marked as delivered in tracking, but the recipient claims not to have received it, we also need:

• Non-receipt declaration completed by the recipient 
  Please note: digital signatures on the DOR will not be accepted. A handwritten signature is required!
   

3. Damaged Packages

Evri is not liable for damaged packages. Liability applies only to packages lost during transit.

4. Refund Amount

In case of a loss, Evri reimburses up to £100 per shipment.

5. Delivery to Safeplace

Evri generally operates under a Safeplace policy, which cannot be objected to.

If the recipient is not at home at the time of delivery, the driver is authorized to select a “Safeplace” independently (e.g., at the front door). The Safeplace must meet certain conditions and must not be visible from the street.

6. Alternative Delivery Options

Recipients can choose alternative delivery options via tracking:

• Safeplace

• Delivery to a neighbor

• Delivery to a parcel shop

• Delivery to a Packstation (more than 5,500 locations)

   

7. Collection from the Customer

Pickup Information:

• A pickup can be scheduled no earlier than the following day.
• No pickups are available on Sundays.
• Pickups can be scheduled up to 7 days in advance.
• A specific time window cannot be selected.
• The return labels required for the collection are not provided by the courier. Thes are provided by us as part of the collection booking process.
• Pickups take place between 8:00 a.m. and 8:00 p.m.
• On the day of pickup, the customer will receive an email with an estimated pickup time.

Required information for pickup:

• Pickup date
• End customer’s phone number
• End customer’s address
• End customer’s email address

If the customer is not at home at the time of pickup, the following safe drop-off locations may be selected:

• Enclosed porch
• Parcel box
• Back door
• Garage
• Outbuilding
• Carport
• Shed
• Greenhouse

8. Maximum Package Dimensions and Sizes

Courier (parcels and packages):

• Maximum length: 120 cm

• Maximum weight: 15 kg

• Maximum combined dimension (length + girth): 225 cm

Light and Large:

• Maximum length: 180 cm

• Maximum weight: 30 kg

• Maximum combined dimension: 420 cm

❗ For the following returns, a collection from the customer is always required, as drop-off at a parcel shop is not possible due to weight and/or size:

• Weight: over 15 kg up to 30 kg

• Length: over 120 cm up to 180 cm

• Combined dimension: over 225 cm up to 420 cm

   

9. Stop & Return

Evri offers a free Stop & Return service, allowing a shipment to be returned directly to our returns warehouse instead of being delivered to the customer. We can submit this request to Evri on your behalf.

Note: Stop & Return can only be initiated as long as the shipment has not yet entered the delivery process.