ClaimMinder › Guides › Evri lost parcel claim
How long do you have to claim for a lost Evri parcel? (28 days)
Checked on 27 October 2026 against each carrier's and platform's own pages · General information, not legal advice
The short answer: Evri's terms say to claim within 28 days of the date of your order for UK parcels (45 days for international). If you sent the parcel as part of a business, that's a hard limit: miss it and Evri says "your claim will be rejected". For consumers, Evri only "recommends" 28 days, but it's still the safe date to aim for.
Count my 28 days – free checkerWhat Evri's terms actually say
The deadline is in clause 7.3 of Evri's terms and conditions. It has two parts, and which one applies to you matters:
- As a consumer: "we recommend that you make your claim within 28 days for UK Services or 45 days for International Services of the date of the relevant Order as the sooner you make your claim, the easier it is for us to investigate."
- As a business sender: "If you have sent a Parcel with us in pursuit of any business or commercial trade you must notify us in writing of any claim for Loss or Damage or Late Delivery within 28 days for UK Services or 45 days for International Services of the date of the relevant Order otherwise your claim will be rejected."
Evri defines the "Order" as "your order, which you make by booking the Services". So the 28 days count from the day you booked, not the day you dropped the parcel off or the day it was due. If you booked on Monday 2 November 2026, day 28 is Monday 30 November 2026.
Are you a "business sender"?
Evri doesn't define it beyond "in pursuit of any business or commercial trade". Clearing out your own wardrobe is less likely to look like trade than buying stock to resell or selling regularly for profit, but Evri doesn't draw the line for you. We can't tell you which side of the line you're on, so the simple rule is: treat 28 days from booking as your deadline either way.
Not sure whether your selling counts as trading? SideLedger's guide to selling your own things vs reselling for profit explains how HMRC sees it (that's about tax, not Evri's contract, but the question is similar).
When can you start an Evri claim?
For UK parcels, Evri's terms don't set an earliest date. (For international parcels, clause 7.4 says loss claims "can only be made 10 days after the Delivery Estimate".)
Evri's parcel cover guide tells people waiting for a parcel that if "it's been with us for over 7 days, please let the sender know so they can get in touch with us". Our checker uses that as a guide and shows day 8 after booking as the earliest sensible day to contact Evri. That's our reading, not a rule in Evri's terms, so if the tracking already looks wrong, you don't have to wait.
For context, clause 5.2 gives Evri's own delivery estimates: standard parcels dropped at a ParcelShop within 2 to 3 working days of drop-off, and collected parcels within 3 to 5 working days.
Who claims: you, Vinted or eBay?
- You booked at evri.com: you're Evri's customer, so you claim. Evri's guide says "the sender needs to start the process". A buyer who hasn't received the parcel should tell you.
- You used a Vinted-generated Evri label: go through Vinted, not Evri. Vinted compensates sellers up to £500 when the carrier confirms loss or damage (Vinted help 1018). See our Vinted lost parcel guide.
- You used an eBay Simple Delivery label: the buyer raises an "Item not received" or "Arrived damaged" claim with eBay (eBay Simple Delivery).
How much Evri pays
Under clause 3.7, unless you bought Full Cover, Evri pays the lesser of £20 and the item's value or repair cost, and refunds your postage ("Charges"). There are exceptions:
- Postable items (up to 1kg and no bigger than 35cm × 23cm × 3cm): refund of the postage only.
- Full Cover: if you bought it when booking, the limit is the cover you bought or the item's value, whichever is lower.
- Non-Compensation and Prohibited Items: not covered at all (see Evri's list).
Evri values goods "up to a maximum of the price you paid or were paid for the Goods". So a £35 jacket sent without Full Cover gets back at most £20 plus the postage. If you're sending electrical or electronic items, clause 3.3 says Evri only accepts liability for damage if you can show the item was fully working before Evri had it and the damage was caused by Evri's negligence, so photos or a short video before packing help.
How to claim, step by step
- Contact Evri using a method on its Contact Us page. Do it in writing: clause 7.3 says you "must notify us in writing".
- Return the claim form quickly. Evri sends a Claim Form and, in clause 7.5, says it encourages you to return it "within 14 days of us sending it to you".
- Have your evidence ready. Clause 7.6 lists what Evri may ask for: proof of dispatch, photos of any damage, repair estimates, proof of the item's value and its cost price (receipts), and the weight, size and nature of the goods. If you sold it online, keep proof of the sale too.
Work out your own deadline. Pick Evri, enter your booking date, and see day 28, plus the evidence list to gather.
Check my claim deadline – freeFrequently asked questions
How long do I have to claim for a lost Evri parcel?
Evri's terms say 28 days from the date of your order (booking) for UK parcels, and 45 days for international. For business senders that's a strict limit; for consumers Evri recommends it.
Does the 28 days start when I booked or when I dropped it off?
Evri counts from "the date of the relevant Order", and defines the Order as the booking you make. So count from the day you booked.
How much will Evri pay for a lost parcel?
Without Full Cover, the lesser of £20 and the item's value, plus a refund of the postage. Postable items (up to 1kg and 35cm × 23cm × 3cm) get a postage refund only.
I used a Vinted label with Evri. Do I claim with Evri?
No. With a Vinted-generated label you go through Vinted, which compensates sellers up to £500 once the carrier confirms loss or damage.