The item doesn't match the description.

Overview

If what arrived is meaningfully different from what the listing described — wrong colour, wrong material, wrong size measurements, different design — you can return it for a refund or a replacement. Raise it in the order chat with photos as soon as you notice.

What to do

1. Open the order in "My Orders" and tap the chat icon.
2. Point out exactly what's different — quote the listing text or share a screenshot of the product page.
3. Attach clear photos of what arrived side-by-side with the listing photo.
4. Ask for a refund or a replacement.

What counts as "not as described"

• Wrong colour, print, or pattern.
• Different material or fabric from what was listed.
• Measurements that don't match the size chart.
• Different design details (buttons, cut, embroidery, etc.).
• Item is much lower quality than the listing suggested.

Small differences from studio photos — lighting, screen colour, minor variations — usually don't count.

Return shipping and refund

• When the item is materially different from the listing, the store typically covers return shipping.
• Confirm with the store which courier to use, or let them 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, screenshots of the listing, 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.