How to Contact a Shop

You can contact a shop from your Purchases page:

Go to my Purchases

To contact a shop about an order on Etsy.com:

  1. Sign in to Etsy.com or open the Etsy app.
  2. Click or tap the Your Account icon.
  3. Click or tap Purchases and reviews.
  4. Click Help with order next to the order you’re interested in. On the Etsy app, tap the order you’re interested in, then tap Help with order under your order.
  5. Click or tap Message seller.
  6. In the textbox that appears, type your message to the seller.
  7. Click or tap the arrow icon or press Enter to send. The seller will be notified of the new message and can respond.

If you placed your order as a guest

If you ordered as a guest, you can reply to the email receipt your received when you placed your order. Search for transactions@etsy.com in your email inbox to find your receipt.

How to report issues with an order

If you have trouble with your order – your purchase wasn't received or isn’t as described – you might consider filing a caseRead about Etsy's case system.

How to contact a shop before buying

To ask a question about an item on Etsy.com:

  1. On a listing page, click Message Seller under the listing title.
  2. If you aren’t already signed in to your Etsy account, you’ll be prompted to sign in.
  3. Type your question into the textbox.
  4. Click Send. The seller will be notified of the new Message and can respond.

To ask a question about an item in the Etsy app:

  1. Tap Contact on a shop homepage.
  2. If you aren’t already signed in to your Etsy account, you’ll be prompted to sign in.
  3. Type your question into the textbox.
  4. Tap Send. The seller will be notified of the new Message and can respond.

Sellers can help you with:

  • Item details like size, colour, and materials.
  • Delivery information like when an item will be dispatched.
  • Return and exchange policies, since each seller sets their own policies.

Who are sellers?

Each shop on Etsy is independent. Shop owners (or “sellers”) are independent micro-businesses who create or curate their own inventory and manage their own orders. If you have questions about an item you’re interested in or a recent purchase, the seller is the best person to ask.

The seller can help you with most order questions or problems. Click Help with order on your Purchases page, and then click Message seller.

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