Evri tracking status

Evri says delivered but no parcel: what to do

The short answer

Take action

Evri's courier marked your parcel as delivered, to your door, a neighbour, a safe place or through the letterbox, but you cannot find it. Check the delivery photo and map pin in the tracking first: Evri treats them as proof of delivery.

When to act: If you have checked the photo, your household and your neighbours and still cannot find it, file a complaint the same day and we send it to Evri.

Also shown as: “Delivered” · “Delivered to your neighbour”

What to do now

Open the tracking and look at the delivery photo and map pin.
Ask everyone at home and your immediate neighbours, and check your safe place.
Check the delivery address on your order: Evri can only deliver to the address the sender gave it.
Save screenshots of the photo, the map pin and the tracking, with your order number, for your complaint.
Still not sorted? File your complaint here. We write it with you and send it to Evri, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

When a courier delivers, Evri records a delivered event, a photo of the parcel at the door, with a neighbour or in the safe place, and a pin of where it was scanned. Evri treats these records as proof of delivery, so the photo and map are your best evidence.

Evri can only deliver to the address the sender gave it. If the photo or map shows somewhere else, or the parcel is not in the safe place shown, it may have been left at the wrong house or taken after delivery.

Why it happens

Left with a neighbour
Left in a safe place or posted through the letterbox
Taken in by someone else at your address
A wrong address on the order
Delivered to the wrong house by mistake
Taken from the doorstep after delivery

What usually happens next

When a delivered parcel is reported missing, the customer service team at Evri's local depot looks into it. If you bought from a business, UK consumer law (the Consumer Rights Act) makes the seller responsible until the parcel reaches you, or someone you named to take it, and the seller deals with Evri.

Other Evri statuses

DelayedKeep an eye on it
Tracking not updating or not workingKeep an eye on it
Lost parcelTake action
Ready for collectionTake action
In transit (at the local depot)Normal
We've got itNormal
Delivery attempted or action neededTake action
Out for deliveryNormal
We're expecting itKeep an eye on it
Returned to senderTake action

All Evri statuses →

Who is responsible for a late or missing parcel from Evri?

If you bought it online from a business, the seller is usually responsible until the parcel reaches you. Under UK consumer law (the Consumer Rights Act) the goods stay at the seller's risk until they are in your hands, or with someone you named to take them, unless you booked your own courier that the seller did not offer. Retailers have their own contracts with Evri, so for an online order a refund comes from the seller.

If you sent the parcel yourself, your contract is with Evri, under its terms. Standard cover is up to £20 for loss or damage plus a refund of the delivery charge, letterbox-size Postable parcels only get the delivery charge back, and Full Cover bought when booking goes up to £999.

Questions about “Delivered but not received”

Evri says delivered but I haven't received it. What now?

Check the delivery photo and map, your household, neighbours and safe place. If you still cannot find it, file a complaint on Complain.biz and we send it to Evri.

Evri delivered my parcel to the wrong address. Who is responsible?

Evri can only deliver to the address the sender gave it, so first check the address on your order. If it was right, a business seller is responsible until the parcel reaches you, under UK consumer law. File a complaint on Complain.biz and we send it to Evri.

What if I don't recognise the place in the delivery photo?

Keep a screenshot of the photo and map, and ask your neighbours whether they recognise the door. The photo shows where the parcel was left, so it is your strongest evidence.

My Evri parcel was stolen from my doorstep. What can I do?

Check the photo and ask your household first. If you bought from a business and did not choose that safe place, the seller is still responsible and should replace or refund the order. If you chose the safe place yourself, the seller can say the risk had passed to you.

Based on

Evri help centre: All the delivery details are correct but I still can't find my parcel
Evri help centre: My parcel isn't in the safe place shown on the photo
Evri help centre: The delivery address is wrong
Evri help centre: I don't recognise the location shown in the delivery photo
Evri help centre: The map location shown isn't at my delivery address
Evri FAQ: How do I track my parcel?
Evri: Terms and conditions (compensation, delivery estimates, delivery attempts, claims)
Evri guide: Parcel cover and how to claim
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)