Damage can occasionally happen during shipping, but at Back Market, we’ve got you covered.
If your package arrives damaged, you can refuse it. If you’re unable to reject the package, please reach out to the refurbisher directly for help. They’ll open an investigation with the shipping carrier and send you a replacement or refund.
To do this, we ask that you report the damaged delivery as soon as possible (within a maximum of 3 business days following delivery).
You’ll need to contact the refurbisher via your account. To report the damage, log in to your Back Market customer account and click the "Get help" button next to your order.
The refurbisher will need a few things from you. If you send the following photos when first messaging them, this helps resolve the issue faster:
- packaging (please keep the packaging until the refurbisher resolves the issue)
- shipping label showing the tracking number
- damaged item
Once you’ve sent this information to the refurbisher, they have 3 business days to send you a replacement or refund your order.
Contact the refurbisher directly by logging in to your customer account