My order never arrived.
My order never arrived — quick answer with steps and helpful context for Javern users.
Overview
If your order status shows delivered but the parcel isn't with you, or it's been much longer than the store's usual delivery window and there's no sign of it, act quickly. Start with the store, then loop in support if the parcel still can't be found.
First: check what the order shows
Open the order in "My Orders" and note the current status:
- Awaiting Vendors Approval — payment is in, but the store hasn't accepted. If nothing happens within 72 hours, it auto-cancels and refunds to your wallet.
- Order Processing / Shipped / Out for Delivery — the store has it or the courier does. Message the store for an update.
- Order Completed — the system thinks it's been delivered. See My order says delivered but I didn't receive it.
Talk to the store
Open the order chat and ask:
- The name of the courier they used.
- Any tracking number they have.
- Any delivery proof (photo, signature, name of the person who received it).
Give them a chance to trace the parcel — most missing parcels turn up this way.
Don't tap "Confirm Delivery"
If the parcel hasn't actually arrived, don't confirm delivery. Doing so closes the order and makes a refund harder to raise.
Escalate to support
If the store can't find it or isn't replying, contact our support team. Include:
- Your order ID.
- What the store told you (courier name, tracking, proof of delivery).
- The delivery address the parcel was going to.
Support will chase the store and courier and, if the parcel really is lost, help arrange a refund to your Javern Wallet.
Still need help?
If this didn't fully answer your question, contact our support team and we'll follow up.