In the event that your order has been misplaced/lost by the carrier, stolen, or given to the wrong person, know that we have your back and we'll do everything in our power to fix the situation.
Here is the claim process for lost/stolen orders:
The seller will either offer you a replacement or a refund if the item on the order is no longer in stock. But to do this, the seller must first open an investigation with the carrier. 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. We'll need the following from you to get started:
- A photo or scan of your ID
- A written and signed sworn statement from you stating you don't have the package
- The sworn statement must also read that you will reject the package, in the event that the carrier finds the order and re-attempts to deliver the initial order
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.