Once a seller prepares your package, it’s given to a shipping provider who delivers it to your home. Our sellers are experts in packing items safely, but despite their efforts, sometimes packages are damaged during transport.
We recommend checking the package and its contents before your delivery person takes off — just to be sure nothing happens on its journey.
Package condition
Check if the package is damaged or looks abnormal. We suggest taking pictures of your item at each step of the opening process. Hopefully, they'll go in your scrapbook, but they're important to have in case anything goes awry.
Item condition
Check to see if the item is broken, scratched, damaged, or not in accordance with the grade you ordered.
If so, describe the issues you found during the inspection on the delivery note and/or refuse the goods.
Notify us as soon as possible via your Back Market customer account if the item is:
- Defective or broken
- Not as ordered (e.g. wrong color, model, etc.)
- Incomplete (e.g. missing a part or accessory if it's supposed to come with any)
This notification will allow us to help the seller open an investigation into the shipping provider and start the process of getting you a replacement.