Support
Get an answer below, or email us — a real person replies within 24 hours, Monday to Friday. Something wrong with an order, a payout, or your account? Email is the way.
Email support
support@brandmyx.comFirst reply within 24 hours, Monday to Friday.
Messages sent on a weekend get a reply the next business day. Tell us your listing URL or order id if you have one — it saves a round trip.
Questions people actually ask
Questions about listing, bids, stickers, or getting paid. Still stuck? Email support@brandmyx.com.
When and how do I get paid as a lister?
You get paid after you post proof and nobody disputes it within 72 hours. The order is: a piece of ad space sells → the logo gets approved → you print or receive the sticker and stick it onto the real object → you photograph it in the app → the sponsor gets 72 hours to flag a problem → silence releases the payout automatically. At release the money is transferred to your Stripe balance straight away — we don't batch it or hold it back. The one thing that parks it is your own Stripe onboarding: until that's finished there is no account to send it to, so it waits for you. Getting it from that balance into your bank runs on Stripe's own payout schedule for your account, which you can see and change in your Stripe dashboard — we don't set it, so how quickly it lands is between you and Stripe. We sendpounds wherever you are, so if your Stripe account pays out in another currency, Stripe converts it at its own rate and takes its own conversion fee. So a little less than the pounds figure we show may land — that difference is Stripe's, not ours. You keep the price minus our fee: 10% for life if you're one of the first 10 listers, 10% for the 12 months after your first sale and 20% after that if you're lister 11 to 50, and 20% otherwise.
How does the sticker actually get applied?
It's a real vinyl sticker, cut to the size of the ad space that sold — not a digital overlay on a photo. How it gets made was settled before anything sold: the lister picks self-print or platform print once, for the whole listing, when they publish it — it isn't chosen order by order. Self-print means we give you a free, print-ready PDF sized to the ad space with a 3mm bleed, ready as soon as the logo's approved. With platform print, we print the sticker and post it to you, in any country we pay out to. It costs the sponsor £6 to a UK address or £8 anywhere else — never you. It's only offered up to 28 × 19 cm (either way round), the biggest sticker that posts as a Royal Mail Large Letter. A piece of ad space bigger than that — a vehicle decal, say — is self-print only: metres of vinyl don't go in the post as a letter, and £6 wouldn't cover it if they did. Either way, you physically stick it onto the real object, in the exact ad space the sponsor bought, then open the app and post the proof photo. We stamp it with the time it reaches us.
What actually counts as valid proof?
A photo — up to three — that (1) shows the actual object from your listing, (2) shows the sticker in the exact ad space the sponsor bought, and (3) is posted through the app, stamped with the time it reaches us. We can't prove when a photo was taken — we can prove when it arrived, and the sponsor sees it before the money moves. Meet the standard and the 72-hour dispute window starts. Full detail is on the Refund & Dispute Policy.
Why did a logo get rejected, and what do I do about it?
A logo gets held back or declined for one of three reasons: we can't verify the sponsor's email matches the brand's own website, the file's too low-resolution to print cleanly at the ad space's size (roughly 300 DPI), or the lister decides it's just not the right fit for their object. Any of those is an automatic full refund — nothing goes wrong on the payment side. A low-res file gets one 48-hour window to send a better one before it's treated as a decline. If you think we've made a mistake on a domain check, reply to the email you got and a human looks again.
What fees does BrandMyX actually take?
20% of the sale price, taken only when a piece of ad space actually sells and the payout releases — never a fee for listing, drawing ad space, or a listing that never sells. Our first 10 listers pay 10% for life, first sale included. Listers 11 to 50 pay 10% for the 12 months after their first sale, then 20%. Everyone else pays 20%. If the lister chose platform printing when they published the listing — one choice covering every piece of ad space on it — there's a print-and-post fee — £6 to a UK address, £8 anywhere else — shown in the sponsor's total before they pay and never sprung on anyone at checkout. No buyer fee at launch.
What's the refund policy?
Short version: no proof photo within 14 days of the sticker reaching the lister means the sponsor gets every penny back — automatically, no forms, no arguing. Once proof is posted, the sponsor gets 72 hours to dispute it; silence releases the payout to the lister. A genuine dispute goes to human review within 5 business days with three possible outcomes: release (proof holds up), partial refund (sticker's genuinely on but placement is materially different), or full refund (no genuine application). Full detail, including the 30-day early-removal rule, is on the Refund & Dispute Policy.
How does bidding and buy-now actually work?
Auctions: the minimum bid is £5, and each new bid has to beat the last by at least £1 or 5% (whichever's bigger). Bidding saves and verifies your card, but nothing is charged unless you win — get outbid and you're never charged at all. Bids in the last 5 minutes extend the close by 5 more minutes, capped at 1 extra hour total (so it can't run forever). Buy-now: pay the buy-now price and the ad space is yours instantly, no waiting on other bidders — it locks itself off once the top bid gets close enough to the buy-now price that outbidding would cost about the same anyway. Either way, the money is held by Stripe until the sticker is on and photographed — you're never paying the lister directly.
What happens if the lister never uploads or applies the sticker?
You get an automatic 100% refund — nothing to chase, nothing to argue. The lister has 14 days from logo approval (or from the recorded ship date, if we printed and posted the sticker) to post proof. Miss that deadline and the refund fires on its own, and the lister picks up a strike on their account (three strikes and an account is banned from bidding and listing). If a lister's sticker genuinely got lost in the post, they can flag it in the app to pause that clock while it's sorted out — the deadline still applies once it resumes.
Can I delete my account?
Yes — from your dashboard settings. We'll refuse the request while you've got money in flight — an order still in progress, a payout still pending, or a live listing with open ad space — because that would leave someone waiting on a decision or a payout from an account that no longer exists. Once you're clear, deleting removes your name, email, and photos, and frees up your handle for reuse. Your order and payment records stay on file in anonymized form — that's a legal requirement for a marketplace that's moved real money, not something we can switch off.
Is this actually real, or some kind of scam?
Fair question. Every payment runs through Stripe — a real, regulated payment processor — not through us directly. We never see anyone's card details, and we can't simply take the money and disappear, because Stripe holds it until the lister actually posts a photo of the real sticker on the real object. No photo, no payout — and the refund happens automatically if that deadline is missed, not because you had to convince anyone of anything. Every listing, bid, and sale on the site is real. If something still feels off, email us — a real person reads every message.