My item is damaged.
My item is damaged — quick answer with steps and helpful context for Javern users.
Updated 31 July 2026
Overview
If your parcel arrived damaged — torn packaging, crushed item, obvious transit damage — you can return it for a refund or replacement. Raise it in the order chat straight away, and don't tap "Confirm Delivery" until it's resolved.
What to do
- Take photos before you unbox anything further — capture the outer packaging, any damage to the box, and the item itself.
- Open the order in "My Orders" and tap the chat icon.
- Send the store your photos and describe what happened.
- Ask for a replacement or a refund.
Why the photos matter
Photos of the outer packaging often help the store make a claim with their courier. The more you can show, the smoother the return usually goes.
Return shipping and refund
- When the item is damaged, the store typically covers return shipping.
- Confirm which courier to use or let the store arrange pickup.
- Once approved, the refund lands in your Javern Wallet immediately.
If the store won't help
- 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.
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