When you return your package, it is necessary to ensure that an active parcel tracking system allows you to control the receipt of the merchandise by the merchant.
- Your package is returned after your retraction:
It is necessary to obtain a tracking number to prove to the merchant the return of the goods and to consult its routing.
If you have made a return without tracking and the merchant has not received the merchandise, it will, unfortunately, be impossible to get a refund. 😣
This is why it is important to specify in your conversation with your merchant, the date of sending your return + the tracking number of the package.
- Your package is returned following a defect / non-conformity / incomplete order, the handling is done by the merchant:
The merchant has collected your package directly from your home or sent you a prepaid return voucher: the tracking of the delivery of your package is, therefore, possible thanks to the parcel number written on the return voucher.
In the case of a pickup at your home, the merchant is in direct contact with the carrier and knows where your package is located.
If you do not receive a response from the merchant within these time limits, you must notify Back Market of your dispute.
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You can also contact us directly via this contact form.