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Contact us

Questions, feedback, partnership enquiries and complaints all start here.

Send us a message

We aim to reply within [PLACEHOLDER: reply time] working days. To make a complaint, choose "A complaint" from the list.

If your message is about an order.

We use your details only to reply to your message. Read our privacy policy to see how we use and protect your details.

Other ways to reach us

Email
[PLACEHOLDER: contact email]
Post
[PLACEHOLDER: legal name of the business]
[PLACEHOLDER: registered or geographic business address]

Our business details

Evra is a trading name of [PLACEHOLDER: legal name of the business].

Registered address
[PLACEHOLDER: registered or geographic business address]
Company number
[PLACEHOLDER: company number, if a limited company]
Registered in
[PLACEHOLDER: part of the UK the company is registered in]
VAT number
[PLACEHOLDER: VAT number, if registered]

Complaints

If something has gone wrong, please tell us so we can put it right. This covers anything Evra does: our website, our product pages and, once our checkout opens, orders you place with us.

  • Online

    Use the form above and choose "A complaint".

  • By email

    [PLACEHOLDER: contact email]

  • By post

    [PLACEHOLDER: legal name of the business]
    [PLACEHOLDER: registered or geographic business address]

You do not need to use any particular words or form. If you need help making a complaint, or would like us to reply in a different way, just tell us.

What to include

  • Your name, and how you would like us to contact you.
  • Your order number, if it is about an order.
  • The product name, and its batch number or best before date if you have them.
  • What went wrong, and when.
  • What you would like us to do to put it right.

If you email or write to us, you can include photos or copies of anything that helps, such as a damaged parcel or a screenshot. Please only send the personal information we need: if your complaint is about a reaction to a product, tell us what happened, but you do not need to send medical details.

What happens next

  1. We confirm we have it. We acknowledge your complaint within [PLACEHOLDER: number of working days] working days.
  2. We look into it. We may ask you for more information. If it is about a product, we may also ask the brand.
  3. We reply in full. We aim to reply within [PLACEHOLDER: number of working days] working days. If we need longer, we will tell you why and when to expect our reply.
  4. We explain your options. Our reply sets out what we found, what we will do, and what you can do if you are still unhappy.

If you are still unhappy

  • Ask us to look again

    Reply to our response and ask for a review. [PLACEHOLDER: who reviews escalated complaints, for example a director of Evra] will look at it again and reply within [PLACEHOLDER: number of working days] working days.

  • Alternative dispute resolution (ADR)

    ADR is a way of settling a complaint through an independent body, without going to court. [PLACEHOLDER: whether Evra will use an accredited ADR provider. If it will, name the provider, link to its website and say that Evra will take part. If it will not, say that Evra does not currently use an ADR provider.] We will also tell you this in our final response to your complaint.

  • Free, independent advice

    Citizens Advice gives free, independent advice on consumer problems. [PLACEHOLDER: check and add the equivalent services for Scotland (Advice Direct Scotland) and Northern Ireland (Consumerline)].

  • Going to court

    You can also take a claim to court. Using our complaints process first does not affect your legal rights.

Orders from a brand's website

If you bought a product through a "Buy from brand" link, you bought it from the brand, not from Evra. Complaints about that order, including delivery, returns and refunds, go to the brand under its own complaints process. You will find its contact details on its website and in your order confirmation. We cannot refund or change orders placed with a brand.

Please tell us as well if the product was different from our product page, or if there is a problem with the product itself, so we can look into it with the brand.

A problem with a product

If you think a product we list is unsafe, wrongly labelled or makes a claim that is not true, use the form above and choose "A concern about a product". Include the product name, what you noticed, and the batch number or best before date if you have it. We will look into it with the brand, and may pause the listing while we do.

If you have had a reaction to a product, stop using it and speak to a pharmacist or your GP. You can also report an unsafe product to Trading Standards through the Citizens Advice consumer service.

Data protection complaints

If you are unhappy with how we have handled your personal data, you have the right to complain to us. To ask to see, correct or delete your data instead, read about your rights in our privacy policy.

Complain to us

Use the form above and choose "A complaint", email [PLACEHOLDER: privacy contact email], or write to us at the address above. You can complain in any way you like.

  1. We acknowledge your complaint within 30 days of receiving it.
  2. We look into it without undue delay, and may ask you for more information.
  3. We keep you updated on our progress.
  4. We tell you the outcome, and what we are doing about it.

[PLACEHOLDER: our target time for a full reply to a data protection complaint]

Complain to the regulator

You can also complain to the Information Commission, the UK's data protection regulator, which still uses the name ICO. The ICO usually expects you to raise your concern with us first, so please give us the chance to put things right.

Make a complaint on the ICO website

Other ways to contact the ICO are in the complaints section of our privacy policy.

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