How to Contact Evri (formerly Hermes) by Phone
Human support availableEvri built its reputation on having no phone support at all, and the chatbot is still the front door for everything. A customer service line now exists (0330 808 5456) but its hours are limited and it leans on the same scripts as the chat. Reaching a human takes persistence on any channel. One thing worth knowing before you fight the bot: if your parcel was sent by a shop, your contract is with the shop, not Evri - the retailer is legally responsible for getting your order to you.
Information on this page is sourced from community research, publicly available sources, and user submissions. HumanLine does not guarantee current accuracy - always call to confirm.
Company representative? Request a correction →How to reach a human
- 1Lines open Mon-Fri 8am-4pm, Sat 8:30am-2pm - no evenings or Sundays
- 2Have your tracking number ready - the system asks for it before routing
- 3Say "speak to an agent" if pushed toward automated tracking updates
- 40330 numbers are standard rate and included in most call allowances
- 1Go to evri.com/contact and enter your tracking number
- 2Select "My parcel is lost" or "My parcel is damaged" - these categories are more likely to trigger human escalation than vague queries
- 3After the bot responds, type "I want to speak to an agent"
- 4If that fails, type "complaint" - this usually forces escalation to a human
- 5Available 8am-8pm Mon-Fri, 9am-6pm Sat-Sun
- 1DM @Evri_Help on X with your tracking number and issue
- 2Response times are often faster than live chat
- 3Posting publicly and tagging @Evri tends to get faster attention
- 4Active during business hours Mon-Fri
How they avoid you
Tactics this company uses to prevent you from reaching a human:
- Phone line has limited hours (no evenings, no Sundays) and routes through automated tracking first
- All support routed through chatbot first
- Bot often marks issues as resolved without solving them
- Compensation claims handled entirely by automated system
- Complaints process deliberately difficult to find on their website
Difficulty breakdown
Do it online - no call needed
These tasks are available online 24/7 and are usually faster than calling.
Other ways to contact Evri (formerly Hermes)
Evri's chat is the channel the whole support operation is built around. The bot resolves tracking queries itself and marks many issues resolved without fixing them, but human agents do sit behind it for lost, damaged and complaint cases.
How to make a complaint
Follow the steps in order - each stage strengthens your case at the next one.
- 1Step 1 - Raise the issue through live chat at evri.com/contact or by phone on 0330 808 5456, and say you want it logged as a complaint. Note the date and any reference you are given.
- 2Step 2 - If the first team cannot resolve it, ask for escalation to the Customer Resolution Team. In writing, customersolutions@evri.com is the escalation address.
- 3Step 3 - If a shop sent the parcel, complain to the retailer in parallel - under the Consumer Rights Act 2015 your contract is with them and they must redeliver or refund a lost order regardless of what Evri says.
- 4Step 4 - Still stuck with money owed? The Citizens Advice consumer helpline (0808 223 1133) can advise, and the small claims process covers unpaid compensation where you were Evri's direct customer.
Final escalation: For shop deliveries, the retailer is legally responsible under the Consumer Rights Act 2015 - complaining to them is usually faster than fighting Evri's process