Back Market order tracking: delivery, returns and problems

Where does Back Market sell?

Back Market's country list covers the UK, the US, Australia, Japan and 13 European countries, Ireland among them. Canada isn't on it.

Sellers generally ship only within the country of the site you order from, so order on the site for the country you want it delivered to: backmarket.co.uk for the UK, backmarket.ie for Ireland. In the US, Back Market ships only within the 48 contiguous states, and in Australia only within Australia. The UK terms limit delivery to the UK.

Back Market itself sells nothing: its terms call it an intermediary, never the seller. Each product page shows the seller, their location and where the shipment comes from. It has no stores or collection points.

Who delivers my Back Market order?

The seller picks the carrier. You can't choose one, and Back Market doesn't guarantee which it will be. Its help pages name these:

Orders ship within 1 business day, or 2 for a large item such as a TV. Sellers don't ship at weekends or on holidays, and an order placed after 1 PM ships the next business day. In most cases, someone has to sign for the parcel.

Express delivery depends on the item and the seller, can cost extra and shows at checkout. In the UK, it brings phones, watches and tablets within 2 business days and laptops within 3. Depending on the country and the seller, you may be offered delivery to a pickup point.

Back Market's help promises free standard shipping on every item, but its UK terms charge for shipping unless the order says otherwise, and its Irish help says some sellers add costs. Check the delivery price and date at checkout.

1. The seller's workshopShips within 1 business day
2. The seller's carrierRoyal Mail, DPD or DHL in the UK
3. A pickup pointOnly if the seller offers one
4. YouA signature in most cases

Where is my Back Market tracking number?

Sellers have to give a tracking number and their carrier's name, and you get the number within 24 hours of ordering. Look here:

• The shipping email. Once the item ships, you get an email with a link to track it.
• Your Back Market account. Under "Orders", select "Track my package" or "See order details". "Find further information", below the tracking updates, has the latest detail, and you can contact the carrier from there.
• Several sellers, several parcels. Items from different sellers arrive separately. If your order shows several tracking links, you'll get several packages.

Other shops: find your tracking number. Not sure whose number you have? Type it here:

Why is my Back Market order late, or why isn't tracking moving?

Usually, it's one of these:

• The seller hasn't confirmed yet. Under the UK terms, a seller has 24 business hours to confirm your order, or it's cancelled. Each item in an order is handled separately.
• It hasn't shipped. If it still hasn't shipped 1 business day after confirmation, go to "Orders" > "Get help".
• Business days. The delivery date on the product page counts business days only; after 1 PM, it counts from the next morning. Holidays, bad weather and large items can add time.
• A replacement order. When a seller runs out of stock, Back Market finds the same item, in the same condition, at another seller. Your orders show one tagged "Replacement order" and one "Cancelled by seller", and delivery can take a day or two longer.
• A wrong address. Back Market's customer care can't change it. Once the parcel has shipped, ask the carrier.

When waiting is still normal: tracking not updating and delivery times.

Back Market parcel damaged, missing or marked delivered: what to do

Check the parcel and what's inside before the delivery person leaves, take photos at each step and write any problem on the delivery note. Then:

1. 1Check the trackingOpen "Track my package" for each tracking link; "Find further information" shows the carrier's latest update.
2. 2Look around and askMarked delivered but not there: ask your neighbours, check the lobby and less visible spots around your home, and look for a carrier's card at your door or in your mailbox. Then contact the carrier from the tracking section.
3. 3Contact the sellerUse "Orders" > "Get help": your request reaches the seller through your account, and Back Market's customer care answers within 1 business day. A missing parcel: within 14 days of the delivery date. A damaged one: within 3 business days, with photos of the packaging, the label showing the tracking number and at least 3 of the device. Keep the packaging.
4. 4Ask Back Market to step inFor a parcel that never came, Back Market works with the seller; for a damaged one, it opens an investigation with the carrier. If the seller challenges your request and you think it's valid, Back Market can review it and step in if it's justified. Under the UK terms, if the seller offers no exchange, repair or refund within 5 business days of getting the item back, Back Market refunds you, sends a matching item, arranges a repair or gives you a prepaid label, and once you accept, the seller is bound by it.
5. 5Refund or new itemA parcel that never came: a replacement, or a refund if the item is out of stock. A faulty, damaged or wrong item: you get a return label, and within the 30-day return period the seller offers a repair, a replacement or a refund, whichever you prefer.

More: parcel marked delivered but not received, lost parcel and damaged parcel.

Returning a Back Market order

You have 30 days from receiving an item to return it, even if you've just changed your mind. For purchases made between Black Friday and 31 December, the period runs to 31 January.

• Start it under "Orders" > "Get help". On the screen headed "All set for your return", select "Print return label". If there's no button, Back Market sends a label within 1 business day.
• Send it within 14 days of asking for help: the label stops working after that. The carrier is named at the top. In the UK, it's DPD UK (a DPD Pickup shop), Royal Mail (a Post Office) or DHL Express (a Service Point or a pickup); in the US, UPS, DHL, USPS or FedEx.
• Use that label and keep proof. Back Market's help calls 30-day returns free when they meet its conditions, but its UK terms put a return's costs and risks on you: keep your proof of shipment.
• Log out first. Remove passcodes and accounts such as iCloud, Google or Samsung, or your refund is delayed.

Back Market follows the parcel through its label; the tracking link is under "Orders" > "Show more details". Once the seller has your item, it has up to 3 business days to refund you, or 5 to repair it (7 for laptops and bulky items; in Australia, 2, 3 and 5). Past that with no update, you get a full refund, unless there are signs of liquid damage, impact or third-party handling. If the carrier loses your return, the seller still has to replace the item or refund you.

Back Market estimates refunds at 7 business days to cards, PayPal, Apple Pay and Google Pay, and 10 with Klarna; in the US, 10 with Affirm, or up to 45 days with a virtual card. Paid with a voucher? Customer care makes a new code for the same amount. A full refund shows a "Refunded order" banner under "Orders". To follow a return: returns tracking.

How does the Back Market warranty work?

Every item has a warranty from the seller of at least 12 months from delivery, longer if the product page says so, on top of your legal rights. It covers hardware and software defects, not normal wear such as a weaker battery, impact or liquid damage, or repairs by someone the seller didn't authorise.

Claim under "Orders" > "Get help". Under the UK warranty terms, the seller answers within 24 hours, not counting weekends and holidays, and you get a free return label within 1 business day. The seller then repairs or replaces the item within 5 business days of receiving it, or 30 days for items over 30 kg or 1.5 m and for e-bikes. If the seller doesn't answer within 5 business days, Back Market steps in.

With Express Replacement, within 6 months of delivery and if the same item is in stock, a free replacement ships within 3 business days; you send the original back within 10 days of starting the request, with the free label in the replacement parcel. Insurance and mobile plans bought with a device follow their provider's cancellation terms. For a trade-in you've started, use the "Trade-ins" tab in your account and "Get help" there.

Can I track a Back Market parcel in Peek?

Yes, with the carrier's tracking number: copy it from "Track my package" and paste it into Peek. Peek recognises these by their shape alone (made-up examples):

DPD UK's 14-digit numbers, FedEx's 12-digit numbers and DHL Express's 10-digit numbers share their shape with other carriers' numbers. Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the right carrier. For a carrier this guide doesn't name, paste its number all the same: Peek follows more than 3,500 carriers. If your order comes from several sellers, add each number.

If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. Peek shows what the carrier publishes. Claims, refunds, returns and warranty repairs stay with Back Market and the seller.