The StockX Buyer Promise protects you if your order arrives materially different from what was described. Coverage and the resolution process depend on whether the order was placed on the
Verified Marketplace or the
Listings Marketplace, and whether verification was purchased. Buyer Promise return requests must be submitted within 14 days of delivery.
Am I eligible for a Buyer Promise return?
A Buyer Promise return applies when an item is materially different from its description. Examples include receiving a damaged item, the wrong order, the wrong size, or an item in a condition different from what was described. Approved returns receive a prepaid shipping label, and the original payment method is refunded.
Verified Marketplace orders and Listings orders with verification
For Verified Marketplace orders and Listings orders where verification was purchased:
- Open your package as soon as it arrives to confirm everything is as expected.
- Submit a Buyer Promise Support Request form within 14 days of delivery.
- If eligible, StockX will provide a prepaid shipping label to return the item to the StockX facility.
- Allow a minimum processing time of 3–5 business days once the item is delivered to the facility.
Please note: To be eligible, the item must be unworn and in the condition it was delivered. If it came with a StockX tag, the tag must still be attached.
Listings orders without verification
For Listings orders purchased without verification, contact the seller via Direct Message and explain why you believe a mistake was made. The seller will review the message and may ask for more information. The seller can open a return, reject a return, or offer a partial refund.
If the seller opens a Listings Buyer Promise return:
- A prepaid shipping label will appear on the Order Details page.
- Ship the item back to the seller within the designated window.
- Once the seller receives the item, a full refund will be issued automatically to the original payment method.
If the seller rejects a Buyer Promise Listings return:
- The seller will notify you via Direct Message.
- If you believe the rejection is incorrect, escalate the issue to StockX Customer Service.
- StockX Customer Service will review the concern, listing, and message history, then take one of the following actions:
- If StockX Customer Service determines a return should be initiated, you will receive a prepaid shipping label. Once the seller receives the item, a full refund will be issued automatically to the original payment method.
- If StockX Customer Service determines a return should not be initiated, StockX will notify you. You may keep the item or resell the item on the Listings Marketplace. At the launch of Listings, there are no seller fees.
What if I'm unsatisfied, but the item is as described?
The No Fee Resale option also allows you to resell eligible Verified Marketplace items without selling fees within 90 days of delivery. Learn more:
What Is No Fee Resale?
For Listings Marketplace items, you can list the item for resale. At the launch of Listings, there are no seller fees.
EU and UK customers
EU and UK consumers' statutory right of withdrawal and statutory warranty claims remain unaffected by the StockX Buyer Promise, regardless of whether the StockX verification tag is still attached. The right of withdrawal must be exercised within 14 days of delivery. If the verification tag is removed and not returned with the item, StockX may seek compensation when the right of withdrawal is exercised.