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My Order is Delayed

Amelie De Groot
  • Updated

We understand how excited you are to receive your photo memories and how it can be disappointing when a package is delayed. Shipping delays can happen as our packages travel from various parts of the world 🚚 If your order is late, we apologize for the inconvenience. Please check for any available tracking information by visiting Manage Orders in the app and clicking on your order. You might find that your parcel is already close to being delivered 😊  If you can not find tracking information, your parcel has been shipped out for free. In both cases, please check below what you can do:

 

Premium Shipping 1f3ce.png

Premium shipping times vary depending on the destination (EU/US/UK/AU&NZ) and can range from 1 to 9 working days. To get the most accurate update on your delivery, please check the tracking link provided first to see what the link is stating.

If your tracking link indicates the parcel has been delivered:

  1. Check with your neighbors: Sometimes, packages are left with neighbors for safekeeping.
  2. Visit you local pickup point: Depending on the shipping partner, your parcel may be waiting for you at a nearby pickup location.
  3. Still can't find you parcel? If your package is not with your neighbors or at the pickup point, please contact us with your order details, and we’ll be happy to assist you further.

If your tracking link indicates the parcel is still in transit or stuck:

Please reach out to us with your order information, and we will immediately contact our delivery partner to investigate the status of your parcel. We're here to help ensure your package arrives safely!

 

Free Shipping (No Tracking Available) 1f40c.png

If you selected free shipping, please note that tracking information isn't available. Delivery might take a bit longer, depending on your location (EU/US/UK/AU&NZ). Free shipping typically takes 2-10 working days. If your parcel hasn't arrived yet, we recommend waiting an additional 5 working days.

If you haven't received the parcel within 5 working days after the original delivery date, this is what you can do:

  1. Check your mailbox or garden: It might be hidden at a safe spot
  2. Ask your neighbors: Sometimes, packages are left with them for safekeeping.
  3. Visit your local pickup point: It might be waiting for you there.
  4. Still can't find it? Please contact us!

 

Premium Express Shipping 1f680.png

Express shipping times vary depending on the destination (EU/UK/AU&NZ) and typically take 1 to 3 working days. To stay updated on your delivery, please refer to the tracking link provided via email.

If your tracking link indicates the parcel has been delivered:

  1. Check with your neighbors: Sometimes, packages are left with neighbors for safekeeping.
  2. Visit you local pickup point: Depending on the shipping partner, your parcel may be waiting for you at a nearby pickup location.
  3. Still can't find you parcel? If your package is not with your neighbors or at the pickup point, please contact us with your order details, and we’ll be happy to assist you further.

If your tracking link indicates the parcel is still in transit or stuck:

Please reach out to us with your order information, and we will immediately contact our delivery partner to investigate the status of your parcel. We're here to help ensure your package arrives safely!

 

How to Reach Us 📩

  1. Email: Send us a message at support@journiapp.com, and we’ll respond within 24 hours (may take longer during busy times).
  2. Journi Bot: Available 24/7. If the bot can't resolve your issue, you’ll be redirected to email support for personalized assistance within our working hours from Monday until Friday.
  3. Help Center: For more details on contacting Journi Support, please check our help center article How to Contact Journi Support.

 

 

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