My order says delivered but I didn't receive it.
My order says delivered but I didn't receive it — quick answer with steps and helpful context for Javern users.
Updated 31 July 2026
Overview
If your order is marked as delivered but you don't have it, act quickly — the sooner you flag it, the easier it is to trace. Start by checking around, then talk to the store, then reach out to support if it still can't be found.
First, check the obvious
- Ask anyone else at your address (family, flatmates, receptionist, security).
- Check with neighbours if the courier could have left it with them.
- Check any drop-off spot the courier might use (concierge, gate, common area).
Message the store
Open the order in "My Orders" and use the chat to let the store know. Ask them:
- The name of the courier they used.
- Any proof of delivery they were given (signature, photo, name of the person who received it).
- Whether the courier can be re-contacted to trace the parcel.
If it still can't be found
- Don't tap "Confirm Delivery" while the parcel is missing — that closes the order out.
- Contact our support team with your order ID and everything the store told you. We'll help chase the store and courier and work through next steps, including a refund if the parcel can't be recovered.
Still need help?
If this didn't fully answer your question, contact our support team and we'll follow up.
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