My parcel never arrived
What to do, before the 5-day clock runs out.
First of all: don't confirm receipt
While you haven't received anything, don't touch "Confirm receipt". That button closes the order and releases the seller's payment.
Look at the order's state first
| State | What it means | What you can do |
|---|---|---|
| Pending · Payment in progress | Payment isn't confirmed | You can cancel it yourself |
| Paid | The seller has to ship | Write to them |
| To confirm | The seller declared they delivered | Don't confirm. Write to them, then to us |
| Delivered | The order is closed | Write to us |
The 5-day countdown
As soon as the seller declares they've delivered, you have 5 days before the automatic close. That deadline is shown on the order. Don't let it slip if your parcel hasn't arrived.
Call, rather than write
For a physical product, it's the phone that does the delivering, not messaging. Check that the number you left in the address is reachable, and look at your missed calls.
The delivery address is fixed after the order: no screen corrects it. If you got it wrong, the seller is the only one who can do anything — contact them quickly.
Then write to us
support@friym.com, with:
- your order number;
- the address you gave;
- your exchanges with the seller;
- the date they declared delivery, if they did.
That's the address through which Friym settles disagreements between buyers and sellers. Count on 48 working hours for an answer — weekends and public holidays don't count.
Updated on September 14, 2026
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