My item is defective.
My item is defective — quick answer with steps and helpful context for Javern users.
Updated 31 July 2026
Overview
If the item you received doesn't work properly — a broken zip, a stitch coming undone, a faulty fastening — you can return it and get a refund or a replacement. Raise it in the order chat as soon as you spot the problem, and hold off on tapping "Confirm Delivery" until it's sorted.
What to do
- Open the order in "My Orders" and tap the chat icon.
- Describe the defect in plain language.
- Attach clear photos or a short video showing the fault — close-ups help.
- Ask for what you'd like: replacement, refund, or repair.
Return shipping and refund
- When the defect is on the store's side, they typically cover 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 you only noticed the defect after a first try-on
That's usually fine — you can still return a defective item even if you tried it on. Explain what happened and the store can decide how to handle it.
If the store won't help
- Contact our support team with your order ID, photos/video, 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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