My package is missing, but it is marked as delivered. What should I do?Updated a month ago

Your order tracking shows that it has been "delivered," but your package is not where it should be. Don't worry, we are here to make sure your order arrives safely.

First, you can visit the carrier's website via the link shared with you by email or available in your order details. This will allow you to check the latest delivery details. If you need additional information, you can then contact the carrier directly from their website or via the following numbers:

• Royal Mail: 03457 740 740
• DPD: 0121 275 0500
• DHL Express: 0844 248 0844

Still can’t find your package? It's time to contact Back Market Pro Customer Service. To do so, send us these documents within 3 business days of the original delivery date:

• Signed non-receipt certificate
• Copy of the identity document of the person managing the company (identity card, driving license, or passport)
• If the carrier has proof of delivery signed by someone working at the customer company, a theft complaint certificate may also be requested

Once the above documents have been sent, we will work with the seller to find the best solution to your problem.

What happens next? 

Once these documents are received, we will work with the seller to resolve your delivery issue quickly. You will have the choice between:

• A full refund if the product is out of stock.
• A replacement with a similar item, subject to availability.

We will handle your request within 48 hours of receiving all required documents, without waiting for the carrier’s investigation to conclude.

You can upload your documents directly from your customer support area via our contact page. Once you’ve initiated your after-sales request, our team will take over and work to resolve your issue.