In the event that your order is lost, has been misplaced by the carrier, was stolen, or given to the wrong person, remember that we've got your back.
The seller will either offer you a replacement (if available) or a refund (if the item is no longer in stock). Please reach out to Back Market Customer Care. We’ll work with the seller who will either offer you a replacement or a refund if the item is no longer in stock. In order to do this, the seller has to file a claim with the carrier, which means that we will need the following documents from you:
- A photo or scan of your government-issued ID
- A signed document of non-receipt (see the document at the bottom of this article)
Upload these documents in the service request that you opened with Back Market Customer Care, and then we’ll work with the seller to file a claim with the carrier. Once complete, you will be refunded or sent a replacement!