What to Do if You Receive an Item You Don’t Remember Purchasing
This guide explains what to do if you receive an item that you do not remember purchasing.
First, please check whether the package you received was shipped from “Mercari.”
- If the sender is not “Mercari”
There is a possibility that the item was ordered from another e-commerce site.
Please check your order history and usage. - If the sender is “Mercari”
Please check whether any of your family members or housemates purchased the item via Mercari.
If no one is aware of the purchase, it is possible the item was delivered by mistake.
We will investigate the item you received, so please contact Mercari with the following information attached or included.
Information to provide when contacting us
- Photo of the package you received
- Photo of the shipping label attached to the package
- Shipping address written on the package
- Name written on the package
- Phone number written on the package
- Tracking number written on the package
- Name of the person who received the package (the one who physically received it)
- Phone number of the person who received the package (the one who physically received it)
*This guide is provided in multiple languages for convenience. In the event of any inconsistency, the applicable Terms of Service shall prevail.