Lost or Damaged Parcels
Lost or Damaged Parcels – Important Information
Lost Parcels
If your parcel has been confirmed lost by Evri, please contact me as soon as possible. When reaching out, make sure to include the following:
- Your full name
- Order number
- Shipping address
- Email address
This information is required so I can begin the claims process. Once I submit the claim, it will take 28 days from the submission date for Evri to process. During this time, Evri will contact you directly via email or text with a request for an attestation.
Please note – the following is from Evri directly:
“Evri requires a response to this communication to process the claim.
If the Text DOR is sent via RCS (Android phones, Apple iOS 18, etc) and is not replied to in 5 days, or is seen/read but not responded to, the claim will be denied.
If the Text DOR is sent via SMS or email and is not replied to, the claim will be denied.”
Damaged Parcels
If your order arrives damaged, please send me the following:
- Clear photos of the damaged item(s)
- Clear photos of the damaged packaging/box
- A photo of your packing slip (with tracking/order number visible)
You’ll also need to open a case with Evri for the damaged parcel. Once you do, they will provide a unique case code—please send this to me so I can submit a claim through my Shopify system.
Just like with lost parcels, damaged claims take 28 days from the day of submission.
Important: Please be patient during the claims process. I completely understand how frustrating it can be, but messaging daily for updates will not speed things up. I promise to contact you as soon as I receive any updates from Evri.
Thank you for your understanding and cooperation.