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My order hasn't arrived, what should I do?

You haven't received you printed memories? 

Remember, our books are printed specially for you - truly lovely things take more time. All estimated delivery times exclude weekends and Bank Holidays.


Possible cases:  

  • Your package is stuck in customs  
  • unfortunately this is out of our control and can delay up to one week (in some countries even longer)  
  • DHL couldn't reach you and left a pick up note in your post box - we can check the status of your package.  
  • DHL couldn't reach you and forgot to leave a pick up note in your post box - we can check the status of your package.  
  • Orders sent with our standard shipping option are sent via regular post. These orders are generally untracked and won’t have tracking numbers available to view your parcel as it makes its way to you. If the postal service couldn't reach you, they will bring it back to their main office to try a second delivery. Because of that, delivery can delay up to one week. If the second attempt failed as well, they will send the package back to us.


In Europe we reproduce & resend your book 10 work days after end of estimated delivery date based on your invoice. For worldwide shipping we have a time span of 3 weeks after end of estimated delivery date. 

We apologize for the inconveniences and let you know if there are news from our side. Please contact us if you have received your book, and please be patient if there is a delay.


We depend on the postal services for the delivery of your orders. Unfortunately, it can happen that they run into obstacles which impact the delivery of your products. If you still haven’t received anything 48 hours after the estimated delivery date, please contact us at photobook@journiapp.com and we will find a solution for you!

Please include your order number and delivery address in this email!

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