Each shop on Etsy is managed by an independent seller. The sellers creates or curates their own inventory and managers orders. If you have questions about an item you’re interested in or a recent purchase, you’ll need to contact the seller directly for help.

Sellers can answer questions about:

• Item details: Like size, colour, and materials.

• Shipping information: Like when an item will ship.

• Return and exchange policies: Each seller sets their own policies.

• Order issues: If you have not received your order or if it's different than it was described on Etsy.

How to contact a seller

To contact a seller before ordering an item on Etsy.com:

1. Sign in to Etsy.com or open the Etsy app.
2. Click on a listing you’re interested in.
3. Click Ask a question under the listing title.
4. Select the topic of your question.
5. Ask your question in the textbox.
6. Click Send. The seller receives this message and can respond.

You can also contact the seller from the shop page. Click Contact under Shop Owner. This opens a Conversation with them using Etsy's on-site messaging system.

To contact a seller after you ordered an item:

1. Sign in to Etsy.com or open the Etsy app.
2. Click You.
3. Click Purchases and reviews.
4. Click Contact The Shop next to the order you’re interested in. On the Etsy app, tap the order you’re interested in, then tap Contact The Shop under your order.

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