Evri : FAQ for Returning a Parcel

Have you received an item that is faulty, damaged or just not what you expected? Then why not send it straight back to where it came from! Below you will find some commonly asked questions with answers that we hope you find useful! If you do book a collection, make sure that you are at home to hand the parcel over to the Evri driver – the company will not be liable if the parcel is left in an unsecured location. You will want to make sure that the courier scans the parcel as well because as soon as the parcel is in the courier company’s possession, they are responsible for the safe delivery of the package.

Retailer Not Listed on the Evri Returns Page

What if I Can’t Find My Retailer’s Name on the List?

If your retailer’s name isn’t listed on the Evri returns page, it indicates that the service may not be available for returns with that retailer. However, retailers might use different names for various services. Please be aware that if the returns address is a PO Box, then Evri will not be able to deliver.

Steps to Follow:

1. Contact Your Retailer: Verify with the retailer if they use this service for returns and under what name.
2. Check Alternative Names: Some retailers might be listed under different names. Ensure you have the correct name.
3. Visit Parcel Returns Section: If confirmed, use the Parcel Returns section on the website to locate the correct name.

Tracking Your Return

How Can I Track My Return?

Tracking your return is simple:

1. Return Confirmation Email: Look for the tracking link in the confirmation email.
2. Tracking Number: If the email is unavailable, use the 16-digit tracking number or your ParcelShop receipt number.
3. Tracking Page: Enter the tracking number on the tracking page to monitor your parcel’s status.

Packaging Your Parcel

How Should I Package My Parcel?

Proper packaging ensures your parcel arrives safely:

1. Select a Sturdy Box: Use a box appropriate for the item’s size and weight.
2. Add Protective Materials: Use bubble wrap, foam, or newspaper for cushioning.
3. Seal Securely: Tape all box openings with strong packing tape.
4. Attach Label Clearly: Ensure the return address label is visible and securely attached.

Refer to the packaging guide for detailed instructions.

Confirming Retailer Receipt

How Will I Know the Retailer Has Received My Return?

To confirm if the retailer has received your return:

1. Check Tracking Status: The status “On its way back to the retailer” indicates the parcel has been handed over.
2. Retailer Notification: The retailer will notify you upon receipt or once the refund process is complete.

No direct updates will be sent after the parcel leaves, but the tracking will confirm its dispatch to the retailer.

Returns for Non-Listed Retailers

Can I Send a Parcel Back to a Retailer Not Listed?

If the retailer is not listed on the Evri returns page, consider these steps:

1. Contact the Retailer: Inquire about their return methods.
2. Check Package Inserts: Look for return instructions inside the package.

Other return services might be required if the retailer does not support this service.

Return Duration

How Long Will My Return Take?

Understanding the timeline:

1. Allow 14 Days: Returns can take up to 14 days from handover.
2. Retailer Confirmation: If not confirmed after 14 days, contact the retailer.
3. Investigation Process:
   • Free Returns: The retailer should initiate the investigation.
   • Paid Returns: Contact customer services at returnssupport@evri.com to start the investigation. Please note that this option may take longer for a response but you can always click here for other options.

Return Costs

How Much Does a Return Cost?

Return costs vary:

1. Retailer Information: Check the retailer’s website or app for return costs.
2. Free Returns: Some retailers offer free returns.
3. Booking Returns: Get a price quote when booking the return based on parcel details.

For specific cost inquiries, contact the retailer directly.

Handling Unreceived Returns

What If My Return Hasn’t Been Received?

Steps to take for unreceived returns:

1. Wait 14 Days: Ensure the full 14 days have passed.
2. Contact Retailer: If not received, request an investigation.
3. Initiate Investigation:
   • Free Returns: The retailer initiates the investigation.
   • Paid Returns: Contact customer services at returnssupport@evri.com. Please note that this option may take longer for a response but you can always click here for other options.

Address unreceived returns promptly to resolve issues quickly.

Returning an Item

Can I Return an Item?

Items can be returned if the retailer uses this service:

1. Check Retailer’s Process: Confirm the return process with the retailer.
2. Book the Return: Use the app or website if not booked by the retailer.
3. Ensure Proper Packaging: Secure the item before return.
4. Courier Collection:
   • Collection Times: Between 8am and 8pm on weekdays, and 8am to 6pm on Saturdays.
   • ParcelShops: Drop off at a ParcelShop, open early until late, 7 days a week.

Find the nearest ParcelShop for convenience.

Courier Collection Timing

What Time Will the Courier Collect My Parcel?

To know the collection time in which your Evri driver will be attending to pick up your parcel:

1. Scheduled Time: Receive an estimated collection time when booking.
2. Track the Courier: Use tracking to monitor the Evri courier’s arrival on the collection day. Please be aware that if you are not at home on the day the parcel is due to be collected or if your item/s are not packaged up correctly, then the Evri courier will not be able to collect your item.

This ensures a smooth and timely return process.

Click the image below to return your parcel with Evri.

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