Policies

All sales are final in most cases. We do not accept returns or exchanges.

Buyers may submit a refund request through their order history for the following reasons: item not received, item arrived damaged, or item significantly not as described. Refund requests must be submitted within 30 days of purchase. After this window closes, the sale is final.

Sellers are notified of any refund request and may approve it or deny it with a stated reason. Sellers may also initiate a refund at any time.

If a seller denies a refund request, or does not respond within 3 days, an option to escalate the case to Onesold will appear in your order history. You have 7 days from the denial, or from the end of the 3-day response window, to escalate — after this window the dispute is closed and the sale is final. Onesold will review the case and issue a binding resolution. See Buyer Protection below for full eligibility details.

We encourage you to review all photos, condition notes, and measurements carefully before purchasing, and to contact the seller with any questions prior to placing your order.

A buyer protection fee is added to every order: 5% for domestic orders, 6.5% for cross-border orders where the buyer and seller share the same currency, and 7.5% for international orders. This fee funds Onesold's ability to intervene in disputes and ensure buyers are made whole when a seller-side failure occurs.

Buyer protection covers the following situations: an item was not received, an item arrived with significant damage not disclosed in the listing, or an item was significantly not as described relative to the listing.

Onesold deals in archive and vintage fashion. Minor wear consistent with a garment's age — small pinholes, faint marks, light fading, or other details typical of older pieces — is expected and not grounds for a refund, provided the listing's condition grade and photos fairly represent the item. Buyer protection applies only to significant, obvious discrepancies between what was listed and what arrived — not to imperfections inherent to pre-owned clothing.

Buyer protection does not cover: non-delivery or damage that occurs in transit once a valid tracking number has been provided (a carrier issue, not a seller issue), change of mind, import duties or customs delays, or orders shipped to an incorrect address entered by the buyer.

If a seller denies your refund request, or does not respond within 3 days, an option to escalate your case to Onesold will appear in your order history. You have 7 days from the denial, or from the end of the 3-day response window, to escalate — after this window the dispute is closed and the sale is final. Onesold will review the case and issue a binding resolution — either a full refund or a denial — based on the evidence provided by both parties.

Buyer protection applies only to eligible refund reasons as described above, and only to requests submitted within 30 days of purchase. Escalations outside of these conditions will not be considered.

Sellers keep 100% of their listing price. Onesold charges no seller fees, commissions, or listing costs. The buyer protection fee paid by buyers is separate and does not reduce seller payouts.

Payments are processed via Stripe Connect and transferred directly to the seller's account. Onesold does not hold funds.

Sellers must add a tracking number through their seller dashboard within 7 days of purchase. If no tracking is added within that window, the order is automatically refunded and the item is re-listed. This protects buyers from indefinite waits and sellers from unresolvable non-delivery claims.

Sellers may turn on vacation mode for up to 30 days at a time. Orders can still be placed while it is on. For these orders, the 7-day tracking window starts on your return date instead of the purchase date. If the terms of an accepted offer were put forward, or a hold was requested, before you turned vacation mode on, the standard 7-day window applies. Ending vacation early does not shorten the window for orders already placed.

When a buyer submits a refund request, sellers are notified by email and may review the request through their seller dashboard. Sellers may approve the refund or deny it with a stated reason. Sellers are never required to issue a refund without review.

Sellers should respond to a refund request within 3 days; after that the buyer may escalate without waiting for a response. If a buyer escalates a dispute to Onesold, sellers are notified and have the opportunity to submit their own notes and photo evidence before a decision is made. Onesold reviews both sides before issuing a binding resolution. Sellers are not automatically liable — unsubstantiated or bad-faith claims are denied.

Seller protection does not apply if an item was not shipped, was significantly misrepresented in the listing, or arrived in a condition grossly inconsistent with what was described and photographed. Minor flaws inherent to vintage and archive pieces — pinholes, light wear, age-appropriate fading — are not grounds for a successful claim provided they were reasonably reflected in the listing's condition grade and photos. Sellers found to be acting in bad faith may be suspended from the platform.

On listings with a fixed price, buyers may request a hold instead of purchasing immediately — this reserves the item exclusively for you for a period you choose, from 1 to 14 days, once the seller approves it. An account with a saved payment method is required; holds are not available on listings that only accept offers.

The seller must approve your request before it becomes binding. Once approved, the hold becomes binding immediately: the listing is taken off the market for the number of days you requested, counted from the moment of approval, and any pending offers on it are withdrawn.

This hold cannot be cancelled early by you. If you do not complete your purchase before it expires, a non-refundable fee of 10% of the item's price is automatically charged to your saved payment method. The only exception is if the seller cancels an approved hold — for example, if the item sold elsewhere off-platform. In that case the listing returns to sale and you are not charged any fee.

All orders on Onesold are shipped directly by individual sellers. Once your order has been processed and shipped, your tracking number will be available in your order history.

Sellers must add tracking within 7 days of purchase, and most orders ship sooner. Delivery times depend on the destination country, and customs clearance may cause additional delays that are outside of our control.

All international shipments may be subject to import duties, taxes, or fees imposed by the destination country. These charges are the responsibility of the buyer.

Once an order has been shipped and a tracking number has been provided, Onesold is not liable for packages lost, stolen, delayed, or damaged by the carrier. See Buyer Protection for full eligibility details.

Please ensure your shipping address is entered correctly at checkout. We are not responsible for orders shipped to an incorrect or incomplete address provided by the buyer.

Sellers may pause their store for up to 30 days using vacation mode. Orders can still be placed during this time, and the seller's return date is shown on their store page, on their listings, and in your cart. For these orders, the 7-day tracking window starts on the return date instead of the purchase date. If the terms of an accepted offer were put forward, or your hold was requested, before the seller went on vacation, the standard 7-day window applies.

Individual sellers may optionally write their own store policy, entirely in their own words — anything about how their store operates. When present, it is shown on the seller's store page, separate from the policies described here.

Every store policy is reviewed against Onesold's policies before it goes live. Any part that conflicts is flagged with a suggested fix before the policy can be published. A seller may otherwise be as strict, generous, or specific as they like.

If a case is escalated to Onesold, the seller's store policy as it read at the time of purchase is considered alongside the evidence.