Need help? We've got you covered. Select the option below that best matches your situation.
I need help with an order
The easiest way to contact us about an order you placed is to reach out directly through your Back Market account. Here's how:
Step 1. Log in to your Back Market account by selecting the user icon in the top right corner of our website.
Step 2. Go to "Orders".
Step 3. Find the order you have a question about and select the "Get help" button. Keep in mind that:
If the seller replaced your device under warranty, it doesn't appear as a new order in your account; it's linked to your original order instead.
If your order was replaced through Express Replacement or due to a seller cancellation, it will appear as a separate order in your account, marked as the replacement order.
Step 4. After selecting "Get help", you'll be asked a few questions. Once your help request is submitted, you'll hear back from us within one business day.
Note: Older conversations may be read-only. In that case, feel free to open a new help request.
I need help with a trade-in
For any questions related to a trade-in you've already started (e.g., refurbisher not responding, payment not received, counteroffer, etc.), contact us directly through the "Trade-ins" tab in your account.
Step 1. Log in to your Back Market account.
Step 2. Go to "Trade-ins".
Step 3. Select "Get help" next to the trade-in you need help with.
Step 4. In the messenger, select "Trade-in" > "I already accepted a Trade-in offer".
Once you've submitted your request, you'll hear back from us within one business day.
I need help with something else
For anything else (including pre-purchase questions, pre-trade-in inquiries, or general information), go to the Help Center homepage and open the messenger in the bottom-right corner. We'll reply within one business day.
Prefer to talk?
Our team is available at +44 20 3322 5575, Monday–Saturday from 8 AM-8 PM (closed Sundays).