My order never arrived
What you can do, and from when we step in.
It's unpleasant, and it gets sorted. Almost always with the seller, sometimes with us.
Start by looking at where your order has got to: that's what decides what comes next.
If you haven't paid yet
Does your order say Pending or Payment in progress? You can stop it yourself, from its detail. We'll just ask you to write why.
If you've already paid
At that point you can't cancel on your own. Here's how to go about it, in order.
Write to the seller
Nine times out of ten this is where it gets sorted: a delay, a phone that didn't ring, an address that was misread. Give them your order number and tell them what you're waiting for.
See Contacting a seller.
Don't confirm a delivery that didn't happen
If the seller declared they delivered, your order says To confirm.
While you haven't received anything, leave that button alone. Tapping it ends the order and releases the seller's payment.
Don't let the 5 days slip by
Without an answer from you, Friym confirms the order on your behalf after 5 days. That isn't proof you received anything — but it's a good reason not to wait before writing to us.
Write to us
support@friym.com. We're the ones who settle disagreements between buyers and sellers.
Count on 48 working hours for us to come back to you with a decision — weekends and public holidays don't count.
What to send us
The fuller your message, the faster we can settle it:
- your order number;
- what you ordered and what happened;
- your exchanges with the seller — a screenshot is enough;
- for something to be shipped: the address you gave.
We look at each case one by one. A refund isn't automatic: it depends on what we find.
The seller agreed to this when they opened their shop
Two of the rules they accepted: deliver what they described, and accept that Friym settles disagreements. You aren't asking for a favour.
Going further
Updated on September 14, 2026
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