We're so sorry this happened. 😥
Unfortunately, this can and does happen with the transportation of orders.
Ideally, you should declare this damage to the carrier when the package arrives so you can refuse the package. If, however, you were unable to reject the package, you can reach out to us directly.
In order to resolve the situation, we must open an investigation with the carrier.
To do this, we will ask you to report the damaged delivery within 3 business days of receiving it. To report the damage, log in to your Back Market customer account, go to My orders, and click the "Contact us" button next to your order.
In order to make the process as quick and efficient as possible, we'll need you to provide a written sworn statement that you did not damage the device, and we'll also need you to upload photos of the following:
- the package (we advise you to keep the packaging until your problem is solved)
- the shipping label showing the tracking number (and other shipping information such as the address)
- the damaged item
- your ID/driver's license
Once you’ve sent us this information, we'll send you a shipping label to return the damaged device. The seller will send a replacement or refund your order within 3 business days.