Evri lost return, refusing to pay

hkk92

I recently bought some clothes from a US website (I am UK based), and returned those that didn't fit. I (*foolishly*) used Evri international courier service, it's been almost 2 months and the parcel is clearly lost. The value of the parcel was almost £1,000 and I paid £114 for the delivery and they are saying all they'll cover is a laughable £20! 

The retailer is saying they won't cover this because they don't offer the returns service. Evri are refusing to take responsibility. I'm really stressing about this as it's a lot of money I'll be losing.

Do I have any rights here as a consumer? Can my bank help? (Debit card, not credit card, unfortunately). Any help anyone can offer would be HUGELY appreciated.

marcia_

hkk92 said:

I recently bought some clothes from a US website (I am UK based), and returned those that didn't fit. I (*foolishly*) used Evri international courier service, it's been almost 2 months and the parcel is clearly lost. The value of the parcel was almost £1,000 and I paid £114 for the delivery and they are saying all they'll cover is a laughable £20! 

The retailer is saying they won't cover this because they don't offer the returns service. Evri are refusing to take responsibility. I'm really stressing about this as it's a lot of money I'll be losing.

Do I have any rights here as a consumer? Can my bank help? (Debit card, not credit card, unfortunately). Any help anyone can offer would be HUGELY appreciated.

 Who is the retailer? 

 And who provided the postage label the retailer or you? 

Okell

Did you declare the value of the parcel to Evri?  Did they know it was worth around £1000?

hkk92

marcia_ said:

hkk92 said:

I recently bought some clothes from a US website (I am UK based), and returned those that didn't fit. I (*foolishly*) used Evri international courier service, it's been almost 2 months and the parcel is clearly lost. The value of the parcel was almost £1,000 and I paid £114 for the delivery and they are saying all they'll cover is a laughable £20! 

The retailer is saying they won't cover this because they don't offer the returns service. Evri are refusing to take responsibility. I'm really stressing about this as it's a lot of money I'll be losing.

Do I have any rights here as a consumer? Can my bank help? (Debit card, not credit card, unfortunately). Any help anyone can offer would be HUGELY appreciated.

 Who is the retailer? 

 And who provided the postage label the retailer or you? 

Retail is Hello Molly, and I provided and paid for the postage label myself. 

hkk92

Okell said:

Did you declare the value of the parcel to Evri?  Did they know it was worth around £1000?

Yes, I declared it whilst paying for the shipping (they didn't give any option to insure the parcel, I have screenshots of all of the pages), and I've also uploaded proof to Evri showing the value of the parcel.

Alderbank

hkk92 said:

Okell said:

Did you declare the value of the parcel to Evri?  Did they know it was worth around £1000?

Yes, I declared it whilst paying for the shipping (they didn't give any option to insure the parcel, I have screenshots of all of the pages), and I've also uploaded proof to Evri showing the value of the parcel.

Insurance is a regulated activity so they don't call it insurance.
However they do offer 'protection'.

I tried a dummy order sending clothing to USA.

As soon as I entered a value of £200 it said:

Protect this Item

You have free protection on your items for up to £20.00.

Would you like to protect your items for the full value of £200.00 for only £9.00 exc VAT?

It would not proceed further until I chose either

    Yes, increase my protection to the full value.
or No, I don't want additional protection against loss or damage

When I increased the value to £1000 it changed to:

You have free protection on your items for up to £20.00.

Would you like to protect your items for the full value of £1,000.00 for only £49.00 exc VAT?

So for clothing they seem to charge 5% extra for 'protection'.

I wonder why you weren't offered these options? They were quite keen to sell it to me.

Could you share your screenshot of that page? It's the one headed What's inside your parcel?

hkk92

Alderbank said:

hkk92 said:

Okell said:

Did you declare the value of the parcel to Evri?  Did they know it was worth around £1000?

Yes, I declared it whilst paying for the shipping (they didn't give any option to insure the parcel, I have screenshots of all of the pages), and I've also uploaded proof to Evri showing the value of the parcel.

Insurance is a regulated activity so they don't call it insurance.
However they do offer 'protection'.

I tried a dummy order sending clothing to USA.

As soon as I entered a value of £200 it said:

Protect this Item

You have free protection on your items for up to £20.00.

Would you like to protect your items for the full value of £200.00 for only £9.00 exc VAT?

It would not proceed further until I chose either

    Yes, increase my protection to the full value.
or No, I don't want additional protection against loss or damage

When I increased the value to £1000 it changed to:

You have free protection on your items for up to £20.00.

Would you like to protect your items for the full value of £1,000.00 for only £49.00 exc VAT?

So for clothing they seem to charge 5% extra for 'protection'.

I wonder why you weren't offered these options? They were quite keen to sell it to me.

Could you share your screenshot of that page? It's the one headed What's inside your parcel?

They have these options on the normal Evri page (if sending nationally) but there is no option for this with Evri International. I would have absolutely insured it but there was never an option to :-(

It actually doesn't even say on this page that it's only insured up to £20. It wasn't until after this mess that I did some digging to discover that the max coverage is £20. 

Attachment here:

(Image removed by Forum Team)

eskbanker

hkk92 said:
Attachment here:

You should remove and redact that, as it has your name and email address visible, you might need assistance from the forum team if you don't yet have editing privileges....

soolin

eskbanker said:

hkk92 said:
Attachment here:

You should remove and redact that, as it has your name and email address visible, you might need assistance from the forum team if you don't yet have editing privileges....

I’ll message the forum team now 

Alderbank

No, definitely Evri International, to USA.

https://international.evri.com/order/parcel/myhermes-drop-off?mdd=0&quoteslug=myhermes-drop-off&basketitemid=2847fb72-f278-4a24-99e1-210cad6d6542&redir=1

Try it for yourself: enter dresses value £1000

sheramber

From the link above

Free cover - you’ll get free cover for up to £20. You can also increase parcel cover if needed.