This article applies only :
- if you want to get back your item while the order is on hold (your item still paired to iCLoud/Gmail account, you did not provide the transfer order signed or you did not provide a photocopy of your ID).
- or your item is refused by the refurbisher because it is blocklisted, greylisted, rooted or counterfeit
In these cases, the refurbisher and Back Market don’t cover shipping costs. The refurbisher will ask you to provide a prepaid shipping label.
In case you encouter difficulties to unpair your item with your iCloud/Gmail account, please follow the procedures listed in the following articles :
- How do I disconnect or remove my iCloud account?
- How do I sign out of my Google Account?
- How do I disconnect or remove my Google account?
- What's an iCloud account?
You can also directly reach out to us with this form.
If the refurbisher asks you to create a prepaid shipping label to send back your item, these are the steps to follow:
- Create a shipping label on USPS
Go to the USPS website and click on “Print a label”. You may need to create a USPS.com account for this, but it’s free and fast to set up.
- Estimate the weight of your item:
To help you, here are the average weights for the most common devices on Back Market:
| Smartphone | Tablet | Laptop computer | Consoles |
| 0.55 lbs | 1.65 lbs | 4.4 lbs | 6 lbs |
For all other categories, you’ll need to weigh the item yourself or bring it to the post office to be weighed.
- Fill in the necessary information
- Sender's address: This is the refurbisher’s address (they must give you this information)
- Recipient's address: Enter your postal address here
- Purchase insurance to ship your device
We recommend that you purchase insurance to ship your item (in case of loss/breakage of the package).
- Send the shipping voucher as an attachment to the refurbisher
Log in to your Back Market account and message the refurbisher through our interface. Remember: By keeping your interactions with the refurbisher on Back Market, we can monitor and intervene if any issues arise.
Once the prepaid label has been sent to the refurbisher, they are required to mail your item back within 2 business days.
--
If you have any unresolved issues or concerns, you can contact us directly through our contact form. Please explain the problem you’re experiencing in detail, and we’ll get back to you as soon as we can.