Evri tracking

What is Evri?

Evri is a parcel delivery company based in the United Kingdom, now considered the country's second-largest parcel carrier with approximately 15% market share, just behind Royal Mail. Formerly known as Hermes UK, the company underwent a significant rebranding in March 2022 to become Evri, a name phonetically evoking the English word "every", symbolizing the company's ambition to deliver everywhere and to everyone. This rebranding was part of an effort to move past several years of criticism regarding service quality and to restore the confidence of British customers.

Evri's history is closely linked to that of the Hermes Europe group, founded in 1972 in Germany by the mail-order sales group Otto. Initially created to ensure delivery of Otto company parcels, Hermes gradually expanded internationally, establishing itself in France in 1997 and in the United Kingdom from 2000 under the name Hermes UK. During the 2000s and 2010s, Hermes UK became one of the UK market's leading parcel delivery providers, driven by the substantial growth of e-commerce. The company successfully adapted to sector developments and built a particularly dense logistics network across British territory.

Evri's headquarters is located in Leeds, West Yorkshire, a region historically important for the company's development. Evri has over 50 years of activity in the logistics sector, demonstrating a lasting presence in the British market despite the turbulence it has experienced. The company now positions itself as a major last-mile delivery operator in the United Kingdom, with infrastructure capable of processing considerable parcel volumes throughout the year.

• Date of creation: 1972 for the Hermes group in Germany, 2000 for the UK establishment, and March 2022 for the rebranding to Evri
• Historical parent company: Otto Group, a German mail-order giant, until 2024
• Current owner: Apollo Global Management, which acquired the company for approximately £2.7 billion
• Headquarters: Leeds, West Yorkshire, United Kingdom
• Annual volume: Over 800 million parcels processed each year
• Workforce: Several thousand salaried employees and tens of thousands of independent couriers operating under the SE+ (self-employed plus) model
• Annual revenue: Over one billion pounds sterling annually

Evri's ownership has undergone several significant changes in recent years. In 2020, investment fund Advent International acquired approximately 75% of Hermes UK's capital, with Otto Group retaining the remaining 25%. This entry of a private investor marked a new phase of autonomy for the British subsidiary. Subsequently, Apollo Global Management acquired the entire company for approximately £2.7 billion, marking the definitive separation from the Hermes Europe group. This acquisition by a leading investment fund demonstrates the financial markets' confidence in Evri's growth potential in the UK parcel delivery market.

Evri has announced a strategic merger plan with DHL's e-commerce division in the United Kingdom. This major operation aims to create one of the country's largest parcel delivery groups, combining Evri's massive network with DHL's premium services. If approved by the British Competition Authority (CMA), the new entity would be capable of delivering over one billion parcels and an equal number of letters per year. This merger would also allow Evri to offer, for the first time, a mail distribution service and expand its international delivery capabilities through DHL's global network.

Which countries does Evri deliver to?

Evri primarily provides delivery services across British territory, where the company has a particularly dense logistics network. The carrier serves the entire United Kingdom, from England to Scotland to Wales and Northern Ireland, with the capacity to reach both urban areas and the most isolated rural regions. Thanks to its network of over 10,000 pickup and drop-off points, including ParcelShops and automatic lockers, 96% of the British urban population lives within 1.6 km of an Evri point.

Beyond the United Kingdom, Evri has developed an international offering allowing parcels to be shipped to over 200 countries and territories across six continents. This worldwide coverage extends across Europe, North America, South America, Asia, the Middle East, Africa and Oceania. The carrier can thus deliver parcels to destinations as varied as France, Germany, Spain, Italy, Poland, Greece, the United States, Canada, Australia and Japan.

• United Kingdom: Full coverage of British territory, including England, Scotland, Wales and Northern Ireland, with delivery six days a week
• Europe: Delivery to all European Union countries and beyond, including France, Germany, Spain, Italy, the Netherlands, Belgium, Portugal, Poland and Greece
• North America: United States and Canada with delivery times suited to transatlantic shipments
• Asia-Pacific: Over 30 Asian countries covered, as well as Australia and New Zealand
• Rest of world: Africa, Middle East and South America accessible through the international partner network

For international deliveries, Evri relies on a network of local partner carriers in each destination country. The parcel is handled by Evri in the United Kingdom, routed to the company's international sorting hub, then transferred to the local partner for final delivery. This partnership model allows Evri to offer worldwide coverage while guaranteeing efficient distribution through the local expertise of its partners. The planned merger with DHL UK should significantly strengthen Evri's international capabilities by giving it access to DHL's global network.

International delivery times vary depending on the destination. For shipments to Europe, delivery times are generally between 3 and 7 working days. Deliveries to more distant destinations, such as North America, Asia or Oceania, may require longer timeframes depending on the country concerned. Evri provides full tracking for all international shipments, allowing senders and recipients to follow parcel progress at each stage of its journey.

What are Evri's delivery services and timeframes?

Evri offers a range of delivery services adapted to the different needs of individuals and businesses. The carrier positions itself as both an economical and flexible solution, offering multiple options allowing customers to choose their desired level of speed and service. Each shipment benefits from complete online tracking and photographic proof of delivery, guaranteeing total transparency regarding parcel progress.

Standard delivery service constitutes Evri's basic offering. This service allows parcels to be delivered across British territory within 2 to 4 working days. For urban areas such as London, Manchester or Birmingham, delivery is often completed in 2 working days, whilst rural regions may require up to 4 days. The delivery time window extends from 8am to 8pm Monday to Saturday, offering a wide reception window for recipients. This service includes complete parcel tracking as well as basic cover of £20.

For urgent shipments, Evri offers Next Day delivery service. This premium service allows customers to receive their parcel the very next working day, provided the parcel is deposited before 12pm at a ParcelShop or automatic locker. Next Day delivery is not available with home collection service, which requires deposit at a pickup point to benefit from this option. Next Day delivery rates start from £3.20, with a supplement of approximately £0.60 to £1 compared to standard service depending on parcel weight.

• Standard delivery: 2 to 4 working days throughout the United Kingdom, with delivery Monday to Saturday between 8am and 8pm
• Next Day delivery: Next-day delivery for parcels deposited before 12pm at a ParcelShop or locker, available Monday to Saturday
• Saturday delivery: Service identical to weekdays, with the same 8am to 8pm time window and identical rates
• Sunday delivery: Available in certain high-volume urban areas such as London, Manchester and Glasgow, with times from 8am to 6pm
• International delivery: 3 to 7 working days for Europe, variable timeframes for the rest of the world depending on destination

Evri distinguishes itself through its flexibility regarding weekend delivery. Saturday is treated as a normal working day, with the same services and time windows as weekdays. Sunday delivery is also offered in certain high-volume cities, although this option is not available everywhere. For parcels deposited on Friday before noon, Next Day delivery allows reception from Saturday onwards. However, parcels deposited during the weekend may require a slightly longer timeframe, as Evri cannot guarantee next-day delivery for deposits made on Saturday or Sunday.

The delivery time window is communicated to recipients on the same day of delivery. Evri sends notifications by SMS or email to inform recipients of an estimated one-hour time slot, thus facilitating parcel reception planning. This feature allows customers to better organize their day and ensure they are present when the courier arrives. In case of absence, several redirection options are available to avoid failed deliveries.

What are Evri's rates and maximum dimensions accepted?

Evri positions itself as one of the most competitive carriers in the British market in terms of pricing. The company has adopted a pricing policy based primarily on weight rather than dimensions, which distinguishes it from many competitors. This approach is particularly advantageous for bulky yet light parcels, allowing senders to achieve substantial savings on this type of shipment.

Evri's rates for domestic shipments within the United Kingdom start from £2.62 for the lightest parcels in standard service. This entry-level option concerns small parcels up to 1 kg deposited at a ParcelShop or automatic locker. Prices then increase gradually depending on parcel weight, with defined brackets for parcels under 1 kg, 1 to 2 kg, 2 to 5 kg, 5 to 10 kg and 10 to 15 kg. The deposit method also influences the final rate, with ParcelShop or locker deposits generally being cheaper than home collection by a courier.

• Postable parcels (letterbox format): From £1.99 through partner platforms, for parcels up to 1 kg and maximum dimensions of 35 cm x 23 cm x 3 cm
• Standard parcels up to 1 kg: From £2.62 at ParcelShop deposit, slightly higher rate for home collection
• Parcels 1 to 2 kg: Progressive rates depending on selected service (standard or Next Day)
• Parcels 2 to 5 kg: Intermediate pricing for medium-sized parcels
• Parcels 5 to 15 kg: Rates for heavier parcels, remaining competitive thanks to weight-based pricing policy
• International delivery: From £6.08 for shipments abroad, variable rates depending on destination and weight

Regarding maximum dimensions accepted, Evri applies specific rules depending on the chosen deposit method. For parcels deposited at a ParcelShop or collected by a courier, the maximum length is 120 cm. The general rule for checking dimensional compliance is as follows: add the two shortest sides and multiply by two, then add the length. If the total is less than 245 cm, the parcel is accepted. This formula allows acceptance of a wide variety of formats while guaranteeing efficient handling in sorting centres.

For deposits in automatic lockers, dimensions are more restrictive due to compartment size. Maximum dimensions for lockers are 62 cm length, 39 cm width and 57 cm depth. Parcels exceeding these dimensions must be deposited at a ParcelShop. As for postal tubes, they can weigh up to 15 kg and measure up to 120 cm in length with a maximum diameter of 20 cm.

The maximum weight accepted by Evri is 15 kg for all types of domestic and international shipments. This limit applies uniformly regardless of the chosen service or deposit method. It is important to strictly respect this limit as well as maximum dimensions, as oversized or overweight parcels may be subject to financial penalties or be refused at deposit.

Additional options are available at extra cost. Digital signature (delivery with proof of receipt) costs approximately £0.60 extra and provides a signed confirmation of parcel receipt. For items valued above the standard £20 cover, it is possible to purchase additional insurance allowing coverage of parcels up to £999. Professional sellers shipping more than 50 parcels per month can benefit from discounts of up to 50% on standard rates by subscribing to a Frequent Seller account.

What are Evri's delivery options?

Evri offers great flexibility in delivery options available to recipients, allowing parcel reception to be adapted to each person's constraints and preferences. The carrier has developed a complete ecosystem combining home delivery, pickup points and automatic lockers, with possibilities for real-time modification through online tracking and the mobile application.

Home delivery remains the primary and most widely used option by Evri customers. The courier arrives at the stated address during the communicated time window, generally between 8am and 8pm. If the recipient is present, the parcel is handed over with the option to sign depending on the chosen service. Evri also offers a Safe Place delivery option, allowing the courier to leave the parcel in an agreed location in case of recipient absence. This option can be the doorstep, a garden shed, behind a bin or any other location defined by the customer. A photo is systematically taken when depositing at a safe place to confirm delivery.

• Home delivery with hand-to-hand receipt: The parcel is handed directly to the recipient present at the delivery address
• Safe Place delivery: The parcel is deposited in a secure location designated by the recipient, with photographic confirmation
• Neighbour delivery: Possibility of having the parcel delivered to a designated neighbour in case of absence
• ParcelShop delivery: Over 9,000 pickup points distributed in local shops throughout the United Kingdom
• Automatic locker delivery (Locker): Approximately 5,500 lockers accessible 24 hours a day, 7 days a week
• Post office delivery: Thanks to partnership with Post Office, access to over 3,000 additional points

Evri's ParcelShop network represents one of the carrier's major assets. These over 9,000 partner shops, including brands such as Co-op and One Stop, allow customers to deposit or collect their parcels near their home or workplace. ParcelShops generally offer extended opening hours adapted to customers' lifestyles. The Post Office partnership has added over 3,000 post offices to the network, a historic first for the 360-year-old British postal institution.

Evri automatic lockers represent a particularly convenient solution for customers with atypical schedules or desiring maximum flexibility. These roughly 5,500 Lockers, located outside shops and supermarkets, are accessible 24 hours a day, 7 days a week. To collect a parcel, simply scan the barcode received via notification or manually enter the 16-digit code on the terminal. A door automatically opens to allow parcel collection. Lockers are equipped with video surveillance systems and robust locking mechanisms guaranteeing parcel safety.

Management of delivery preferences is easily accomplished via Evri's website or mobile application. By entering the tracking number on the tracking page, the recipient can access the "change delivery" option to alter the delivery location. This functionality allows a parcel to be redirected to a ParcelShop, a locker, a neighbour or a safe place even after shipping. The recipient receives notifications by SMS or email at each key stage of the parcel journey, including the estimated delivery time on the day itself, with a one-hour time slot to facilitate planning.

In case of unsuccessful delivery attempt, Evri leaves a calling card indicating available options for parcel collection. The recipient can then reschedule a new delivery, have the parcel delivered to a neighbour, or collect it from the nearest ParcelShop or locker. These redirection options minimize failed deliveries and improve overall customer experience.

What should I do if my Evri parcel is lost or damaged?

Loss or damage to a parcel is an unpleasant situation requiring specific procedures to obtain compensation from Evri. The carrier has implemented a structured claims process allowing senders to report problems and request compensation. It is important to note that only the parcel sender, as the order giver and service payer, is authorized to file a claim with Evri. If you are a recipient of a problematic parcel, you must contact the seller or shipper so they can initiate the necessary steps.

A parcel is officially considered lost by Evri when no tracking update has been recorded for at least 30 days after shipping. However, if tracking indicates the parcel was never delivered and no movement has occurred for more than 7 days, it is recommended to contact customer service to report the issue. This early action allows for investigation initiation and expedites case processing.

• Timeframe for reporting a problem: Ideally within 7 days of shipping if no update appears, and imperatively within 28 days to file a claim
• Who can claim: Exclusively the shipper who paid for delivery and holds proof of shipping
• Standard cover: £20 included free with all standard shipments (except Postable parcels which have no cover)
• Optional cover: Ability to insure parcels up to £999 sterling for an additional fee at the time of shipping
• Processing timeframe: Up to 28 days for claim processing and compensation payment

The claims procedure takes place in several stages. The first consists of contacting Evri customer service, ideally via online chat which is the fastest method. The Ezra chatbot allows creation of a request which will then be examined by a customer advisor. Following this initial contact, Evri sends a claims form by email to be completed. This form requests detailed information on parcel contents, value, cover level taken out and problem circumstances. For marketplace sellers, proof of sale attesting that the buyer actually paid for the item is also required.

For damaged parcels, it is essential to document the damage as quickly as possible. Clear photos should be taken of the damaged item as well as the packaging, ideally before further manipulation or opening of the parcel. These visual elements constitute essential evidence to support the claim. If the item was properly packaged and damage is attributable to transport, Evri will proceed with compensation within the limit of cover taken out.

Certain items are not covered and are shipped at the shipper's risk. This notably includes foodstuffs, photographs, laptops and various items appearing on Evri's list of non-compensable products. Postable format parcels (letterbox format) also do not benefit from standard cover. Similarly, insufficiently packaged parcels cannot be subject to compensation, the shipper being responsible for packaging quality.

If Evri's claims processing does not produce satisfaction, it is possible to appeal to an independent mediator. The Postal Redress Service can be called upon to examine the dispute and propose a resolution. This recourse is available after exhausting internal claims procedures with Evri.

Does Evri handle international shipments and customs formalities?

Evri offers an international shipping service allowing parcels to be sent from the United Kingdom to over 200 countries and territories worldwide. This service covers Europe, North America, South America, Asia, the Middle East, Africa and Oceania, providing global coverage to individuals and professionals wishing to ship parcels abroad. International rates start from £6.08 depending on destination and parcel weight.

The process of international shipping with Evri is simplified through integrated customs formalities management. During online booking, the system guides the shipper to provide all information necessary for customs declarations. This data includes precise description of parcel contents, item values, their country of origin and shipment purpose (gift, commercial sale, sample, etc.). Once this information is entered, Evri automatically generates the required customs documents, avoiding the need for the shipper to print additional forms.

• Geographic coverage: Over 200 countries and territories served across six continents
• Delivery times to Europe: Generally 3 to 7 working days depending on destination country
• Intercontinental timeframes: Variable depending on destination, potentially ranging from 7 to 20 days for distant destinations
• Maximum weight: 15 kg for all international shipments, identical to domestic shipments
• Included cover: £20 free cover, with ability to insure up to £999
• Full tracking: End-to-end tracking allowing parcel monitoring from the United Kingdom through to final delivery

Shipments to the European Union benefit from special treatment for professional sellers. The IOSS system (Import One-Stop Shop) allows registered marketplaces such as Amazon, eBay, Etsy and Not On The High Street to manage VAT at point of purchase. When a parcel is shipped via an IOSS platform and its value does not exceed 150 euros, VAT is collected at payment by the buyer. The European recipient then has no additional charges to pay upon receipt, greatly simplifying cross-border shopping experience.

For shipments outside the European Union or parcels not benefiting from the IOSS system, customs duties and taxes may be applied by destination country authorities. These charges are the recipient's responsibility and depend on several factors: the nature of items, their declared value, the destination country and its specific customs regulations. Evri cannot cover or precisely estimate these fees, which vary considerably from country to country. Shippers are advised to inform their recipients of the possibility of such fees to avoid any unpleasant surprises.

International transport takes place in several stages. The parcel is first routed to Evri's international sorting hub in the United Kingdom. It is then transferred to the local partner carrier in the destination country for final distribution. This partnership model allows Evri to offer worldwide coverage while relying on the expertise and infrastructure of local operators. Tracking remains available throughout the journey, with updates reflecting parcel passage between different networks. The announced merger with DHL UK should significantly strengthen Evri's international capabilities by giving it direct access to DHL's global network.

Certain restrictions apply to international shipments. Beyond articles generally prohibited from transport (dangerous goods, illegal objects, etc.), each destination country can impose its own restrictions on importing certain products. It is the shipper's responsibility to verify that items being sent are authorized for import in the relevant country. Parcels containing prohibited items may be seized by customs, with no reimbursement possibility from Evri.

How do I contact Evri?

Evri provides several communication channels allowing customers to reach customer service in case of questions or problems concerning a parcel. The carrier has developed a multichannel approach combining automated assistance and human advisors, with priority given to digital tools to speed up processing of the most common requests.

Online chat represents the fastest and most recommended way to contact Evri. Accessible from the "Contact Us" page on the website, this service connects customers with Ezra, Evri's virtual assistant. This chatbot is capable of answering frequent questions, providing parcel tracking information and creating assistance requests for cases requiring human advisor intervention. When a request is escalated to customer service, an advisor contacts the customer by email or phone within up to 24 hours to provide a personalized response.

• Online chat: Accessible 24/7 on evri.com, with Ezra virtual assistant and escalation to an advisor if needed
• Telephone: 0330-808-5456 to reach a voice assistant, with advisors available Monday to Friday 8am to 4pm and Saturday 8am to 2pm
• Social media: Active presence on Facebook and Instagram to respond to customer questions
• Email: [email protected] for general inquiries, [email protected] for security questions

Evri's telephone service is reachable at 0330-808-5456. This number provides access to a voice assistant capable of handling common requests concerning delivery, collection, payment or labels. The assistant can provide tracking information, connect with an advisor or record a message which will be transmitted to the customer service team. The line is accessible 24 hours a day, but human advisors are only available Monday to Friday 8am to 4pm and Saturday 8am to 2pm.

For any parcel-related inquiry, it is necessary to have at least one of the following references: the 16-character tracking number (format H044CA0012345678), the ParcelShop receipt number or the calling card number left by the courier. Without this information, customer service will be unable to access shipment details. In the absence of a tracking number, it is advisable to contact the seller or shipper directly to obtain this information.

Evri is also present on social media, notably Facebook and Instagram. These platforms allow direct messages to be sent to customer service and allow general questions to be answered. It should be noted that Evri is currently not present on X (formerly Twitter). Social media can constitute a supplementary contact channel, particularly for general information requests or problem reporting.

Evri's online help centre also offers a comprehensive knowledge base containing answers to the most frequently asked questions. This resource allows quick location of information on services, rates, accepted dimensions, claims procedures and many other subjects, without needing to contact customer service directly. A dedicated section for international shipments is also available on the international.evri.com portal.

Understanding tracking statuses

When tracking an Evri parcel online, various statuses may appear to inform you of your shipment's progress. Each parcel is associated with a unique tracking number, generally consisting of 16 characters. This code can be entered on Evri's website or mobile application to display the complete history of parcel movements. At each key stage of the journey, barcode scanning updates the status in the system, providing real-time visibility of shipment routing. Here are the main statuses and their meanings: