When you buy on Etsy, you're purchasing from individual shops. If you have any questions about an item or order, reach out to the seller.
Shopping internationally? Learn how currency conversion works on Etsy.
You can shop confidently with Etsy's Purchase Protection programme. For qualifying orders, get a full refund if your purchase doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.
- Select the item and Add to basket.
- Take any of these optional steps
- Add a note to the seller.
- If the item is a gift, check the box next to This order is a gift.
- If you have one, apply shop coupon codes. Coupon codes are unique to specific Etsy shops.
- Choose your preferred payment method under How you’ll pay.
- Select Proceed to checkout.
- If you’re signed in to your Etsy account, confirm your delivery address and payment details.
- If you’re checking out as a guest, click Continue as a guest. Fill in your delivery and payment details. There are benefits to creating an Etsy account before buying, but there are some purchases that you can make using guest checkout.
- Review your order to check that your information and order are correct.
- Select Place your order.
For buyers in the EEA
If you're in the EEA, which comprises the EU, Norway, Iceland, and Liechtenstein, you may be asked to authenticate your payment after you click Place your order.
To authenticate a payment, you'll need to respond to a prompt from your card issuer and provide additional information. Depending on your card issuer, this additional information may include a correct response to a question, a password, or a passcode.
For buyers in India
If your delivery address is located in India, you’re prompted to enter your phone number during checkout. Your order confirmation message is then sent to you via WhatsApp as well as email. If you don’t have WhatsApp on your phone, you’ll receive the confirmation via SMS. To opt out of future order confirmation texts, select the unsubscribe link in the message.
For buyers of digital items in the EU
codeWhen you download a digital item on Etsy, you give up your right to a cancellation under EU consumer laws. You’ll need to check a box to confirm that you acknowledge this before you can complete your purchase.
Congratulations!
Etsy will send you an email for each shop that you’ve purchased from. If you have any questions about your order, be sure to reach out to your seller directly.
You can view your order information by going to You > Purchases and reviews.
Download a digital item you purchased
If you purchased a digital file that's available for instant download, you can access the file from your Purchases and reviews page. You’ll also receive a separate email with a download link.
If you purchased as a guest, you'll find the link to download your items in the receipt that was emailed to you after purchase.The link will direct you to the order’s Downloads page. Learn more about downloading digital purchases.
Quick answer
The best way to get help with an order you already placed is to contact the seller:
If you have a question about an item, the seller is the best person to answer questions about an item. Select Message the Seller on a listing page or Contact under the seller’s photo on their shop homepage.
Select an issue for help:
Enter descriptive terms in the search bar on the top of Etsy.com to start your search. For example: “rustic blue coffee mug”, or “custom charm necklace”.
You can change the order of your search results with the Sort by option above the search results.
On the left side of every search results page, you’ll see a list of filters to narrow down your results by.
- Find the items from the shop you have a promo code for. If you’re buying items from more than you shop, your basket will be divided up by shop.
- Select Apply shop coupon codes.
- Type or paste the code into the box.
- Select Apply.
Your coupon code applies only to the shop that offers that coupon. Shops are run by individual sellers, who manage their own promotions. Coupon codes are available at the seller's discretion and can expire at any time.
If your credit card was declined, check each of these issues:
- Update the payment information for your order: Make sure that your billing address and expiration date are up-to-date.
- Authorise the transaction with your bank: Your bank may flag any unexpected activity on your account. Check with your bank to see if they flagged the transaction.
- Check that you're within your daily withdrawal limit: Most banks have limits on how much money can be charged or accessed in a single day. Your bank may require you to request a higher purchase limit to complete the transaction.
- Register your prepaid credit card: If you're using a prepaid credit card or gift card, register your personal information with the card issuer before checking out.
- If you're in the EEA: Check your security authentication answer. To authenticate a payment, you may need to respond to a prompt from your card issuer and provide additional information.
If none of these solutions worked, you may need to use a different payment method.
Buyers in the US
If you don’t see the option to pay with Klarna and you’re in the US, try these steps:
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- If the order is between $250 USD and $10,000 USD you’ll need to sign in to an Etsy account or create an Etsy account to check out with Klarna.
- Check that your region setting is correct. Check that your language is set to English, currency to USD, and region to United States.
- The item or order value may not be between $50 USD and $10,000 USD before discounts, postage and taxes (unless the total is $10,000 USD after discounts).
- If an item is below $50 USD, combine it with more items in your basket to total over $50 USD.
- If you still don’t see the option to pay with Klarna, the shop may not accept Klarna instalment payments at this time.
- If Klarna declines your transaction for an order over $250.01 USD, it may be because you didn’t pass Klarna’s credit check. In this case, you can complete your order using a different payment method.
- You can’t use Klarna to purchase an Etsy Gift Card, and you can’t combine Klarna payments with an Etsy Gift Card.
Learn more about paying with Klarna.
Buyers in Germany
If the seller dispatches your order within 21 days of checkout, the Klarna invoice is sent 5 days after the date it was dispatched. If the order isn’t dispatched within 21 days, the Klarna invoice will be issued 22 days from your purchase date.
Please do not pay your invoice via direct bank transfer to the seller, you must pay the invoice amount to Klarna.
If your order has been cancelled and you received an invoice nevertheless, please contact Klarna first.
Buyers in the UK
If you don’t see the option to pay with Klarna and you’re in the UK, try these steps:
- If the order is between £50 GBP and £1,000 GBP, you’ll need to sign in to an Etsy account or create an Etsy account to check out with Klarna.
- Check that your region setting is correct. Check that your language is set to English (UK), currency to GBP, and region to United Kingdom.
- The item or order value may not be between £50 GBP and £1,000 GBP before discounts, postage and taxes (unless the total is £1,000 GBP after discounts).
- If an item is below £50 GBP, combine it with more items in your basket to total over £50 GBP.
- If you still don’t see the option to pay with Klarna, the shop may not accept Klarna instalment payments at this time.
- You can’t use Klarna to purchase an Etsy Gift Card, and you can’t combine Klarna payments with an Etsy Gift Card.
Learn more about paying with Klarna.
If you're not seeing the option to pay with iDEAL, make sure your default account currency is set to Euro (EUR) and your default region set to the Netherlands.
If you're not seeing the option to pay with Sofort, make sure your default account currency is set to Euro (EUR) and your default region set to Germany or Austria.
If you weren’t redirected back to Etsy after completing the transaction on your bank’s website, your order may not have completed.
Your bank account may be charged but the order won't be registered on Etsy. An automatic refund should have been processed when this occurred. These refunds typically take up to 5 business days to appear back in your bank.
If you are having trouble redeeming your Etsy gift card, check the following:
- Make sure you’re signed into your Etsy account with the correct email address.
- Double-check that you’re entering the correct 16-digit voucher code.
- Check to make sure that you haven’t already used the balance of your gift card in your Etsy account by going clicking You, then Gift card balance.
If you continue to have trouble redeeming your Etsy gift card, click I still need help and include your 16-digit voucher code in your request.
My gift card balance isn’t being applied to my order
Only shops that accept Etsy Payments can accept Etsy Gift Cards.
To find shops that accept gift cards, search for an item on Etsy and check Accepts Etsy gift cards on the left side of the search results page.
Each seller on Etsy chooses their own payment methods and policies. Contact the seller if you have any questions about their options.