I received the wrong item.
I received the wrong item — quick answer with steps and helpful context for Javern users.
Overview
If the store sent you the wrong thing, they're expected to make it right — either a replacement or a full refund. Raise it in the order chat as soon as you can, and don't tap "Confirm Delivery" until it's sorted.
What to do
- Open the order in "My Orders" and tap the chat icon.
- Tell the store exactly what arrived versus what you ordered — item, size, colour.
- Attach clear photos: the item, any label or tag on it, and the packing slip if there is one.
- Ask for what you'd like: a replacement of the correct item, or a full refund.
Return shipping
When the store sends the wrong item, they typically cover the return shipping. Confirm with them in the chat before shipping anything back — they'll usually tell you which courier to use, or arrange the pickup themselves.
Refund
Once you and the store agree, the refund lands in your Javern Wallet as soon as the refund is approved. If a replacement is being sent instead, they'll ship the correct item to you.
If the store won't fix it
- Contact our support team with your order ID, photos, and a summary of the chat.
- See What if the seller rejects my return?.
Still need help?
If this didn't fully answer your question, contact our support team and we'll follow up.