If your item doesnât arrive and tracking hasnât updated, donât worry - weâre here to help you figure out whatâs going on.
First things first: Check the tracking info
Before assuming the worst, head to your purchase overview and review the tracking information provided by the seller. Itâs possible the package is just delayed due to weather, holidays, or logistical hiccups.
If the seller never marked the item as shipped with a valid shipping evidence, your order will be automatically cancelled and youâll get refunded - no need to take any further steps in that case.
Check with neighbors or the local Post office
Sometimes a package is marked as delivered but ends up at the wrong address or held at your local post office.
Ask neighbors if they may have received it by mistake.
Check in with your local post office and provide the tracking number.
Additionally, thoroughly inspect common delivery locations such as your mailbox, porch, parcel box, or concierge desk.
Verify that the shipping address listed in your order confirmation is correct, and provide these details to neighbors or building or Swiss Post staff when inquiring about the package.
Still no package? Hereâs what happens next
If the tracking shows no movement, no delivery, or just endless delays, your package may be lost in transit. What happens next depends on how the item was shipped:
If the seller used Custom Shipping: The seller is responsible for following up with the carrier.
If the carrier confirms that the item is still on its way, the seller will keep you informed.
If the package is confirmed as lost, the seller will contact marko, and weâll refund you entirely for the item, buyer protection and shipping costs.
If the seller used marko Easy Shipping: Sit tight - marko takes care of everything for you. Weâll contact the Swiss Post, investigate the situation, and update you as soon as we have a clear answer.
If the package is on itâs way, youâll receive it as planned.
If itâs confirmed lost, weâll refund your order in full, including buyer protection and shipping costs. No need to contact the post or file a claim - weâve got it covered.
âď¸ Stay safe: Use marko for all payments and refunds to stay safe. Never ask to receive your refund outside marko, as we can only protect on-platform transactions.