Evri lost my Depop order. What can I do?

Evri lost my Depop parcel. Where do I start?

Open the sale in Depop and read the tracking before you argue about the value. Note the date the parcel was scanned into Evri’s network. Depop’s UK shipping policy uses that date.

The policy applies when a UK seller chooses “Ship with Evri” and buys the label through Depop, for an address on its UK Mainland list. That list is England, Wales, the Isle of Wight, the Isle of Man, and Scotland. It excludes listed Scottish Highlands and islands, Guernsey, Jersey, the Isles of Scilly, and Northern Ireland.

If the address is outside that list, this Evri label is the wrong product. Do not assume the £20 figure below applies.

Depop’s UK shipping policy says “Ship with Evri” is the label you buy through Depop for UK Mainland. It defines UK Mainland as England, Wales, the Isle of Wight, the Isle of Man, and Scotland, and it excludes listed Scottish Highlands and islands, Guernsey, Jersey, the Isles of Scilly, and Northern Ireland. It says the carrier’s liability for loss or damage in transit is up to £20, if you report a missing parcel within 21 days of the scan into the carrier’s network and Depop or the carrier then decides the carrier lost it. The cap does not apply where the packing, labelling, or contents break the policy. The policy also lists parcels worth more than £300 as prohibited on this service. Source

What does the £20 cap cover?

Depop’s shipping policy says the carrier’s liability for loss or damage in transit is up to £20. You have to report a missing parcel within 21 days of the scan into the carrier’s network. Depop or the carrier then has to decide that the carrier lost it.

The £20 does not apply if the parcel was not packed, labelled, or addressed as the policy requires, or if the contents are items the policy bans. Parcels with a combined value over £300 are on the prohibited list for this service.

£20 is the carrier cap on that page. It is not the same as seller cover.

When does the £250 seller cover apply?

Depop’s seller protection page is a separate rule. For an eligible UK seller it covers loss or damage in transit up to £250, including the item, shipping, and taxes. All of its conditions must be met. They include a sale through the BUY button, a Depop Shipping label used within 5 days of the sale, and shipment to the address on the receipt.

If you used Royal Mail or another label instead, Depop says you are outside that cover, and the order may be cancelled and refunded. Meeting in person is outside it too.

Depop says it decides whether a sale is included. Read the sale in the app. A forum story about someone else’s parcel is not your decision.

Buyers have a different page. Eligible buyers who paid through Depop Payments report a problem within 30 days of purchase. If tracking shows delivered, Depop says a refund is not promised, and it tells the buyer to check with neighbours. Read item not received.

Depop’s seller page says sellers in the UK who ship with a Depop Shipping label can be included when every listed condition applies. Those conditions include a BUY-button sale, the label used within 5 days of the sale, shipment to the address on the receipt, and loss or damage in transit. The UK limit is £250, and the page says the limit includes the item price, shipping fees, and applicable taxes. If you ship another way, including handing the item over in person, the page says you are outside this cover, and the order may be cancelled and refunded. It says Depop decides whether a transaction is included. Source

Depop’s buyer page says that if you paid through Depop Payments, checked out on Depop, and the item does not arrive, arrives damaged, or is significantly not as described, you get a full refund when you report it within 30 days of the purchase date. The same page says a refund is not assured when tracking shows the parcel as delivered to your address, and it tells you to check with neighbours. Paying by a direct transfer outside Depop, or agreeing to meet in person, is outside this cover. For a damaged item, or one that is significantly not as described, the page says you must keep the item during the claim. Source

What should I send to Depop?

Report it from the order, within 21 days of the network scan if you are using the carrier rule. Keep the drop-off receipt, the label, and the tracking screens. If a delivery photo shows the wrong door, save that image.

Do not mix the clocks. Twenty-one days is the shipping-policy report time. Five days is the deadline to use the Depop label if you want seller cover. Thirty days from purchase is the buyer report time.

Read what if my parcel is lost, Depop fees, and SilentSale® vs Depop.

What if I can meet the buyer instead of posting?

Depop says an in-person handover is outside its seller cover. If you want the handover and the payment in the same app, SilentSale® uses PIN Pickup. The buyer pays in the app, inspects the item, then shares a 6-digit PIN. There is no cash, and there is no dispute after the PIN.

SilentSale® is a UK marketplace for private individuals. Buyer and seller each contribute £0.30 + 3% of the item price to SilentCover® (£0.60 each on a £10 item), a discretionary protection service. If you post, tracked Shipping has a 72-hour window after delivery, and Stripe holds the funds until the order completes. Read collection-only items.

PIN Pickup is an in-person handover. The buyer inspects the item before sharing their six-digit PIN; the seller enters it in the app to complete the order. The PIN is acceptance. There is no shipping, tracking or post-handover dispute window.

Stripe processes payments and holds funds until the order completes.

For Shipping, report problems within 72 hours after confirmed delivery, or the collection scan for a locker or parcel-shop order. Confirming receipt closes the window early, so inspect first.