What should I do if I have an issue with the quality of my item after I receive it?

11/8/2022

If you received your item damaged, were sent the incorrect item or were sent an item in the incorrect size, we will work diligently to resolve the issue as part of the StockX Buyer Promise. To open an inquiry, please submit a Buyer Promise Support Request form within three days of receiving your item

You will be asked to submit the following when you create your case:

  • Your order number
  • Photo(s) of the issue you're referring to
  • A picture of the shipping box in full
  • A photo of the StockX verification tag or sticker still attached to your item
  • A clear photo of the QR code on the tag or sticker

Once we've received this information, we'll investigate your issue and respond as soon as we can, generally within 24 hours.  

Please note the following if you suspect you have a problem with your order:

  • If you are not happy with the condition of your item: StockX takes item age into consideration when verifying it at our center. For items that are five years out from their release, StockX does allow for a certain amount of yellowing and aging, and warns that shoes this old may have structural weaknesses and a lack of durability, and should be worn at your own risk.
  • If you received the wrong size: Please verify if there is a discrepancy between the size purchased and the size received. If this is not the case, Buyers are encouraged to resell their item on the StockX platform. If there is a difference, we will make every effort to correct it at no charge.

Our verification process maintains rigorous internal guidelines to ensure that every item meets quality standards. For more information on verification, see FAQ: How does verification help me as a Buyer or Seller?

To learn more about our broader return policy, check out the FAQ: What is the StockX Return Policy?


 

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