How to Contact a Shop

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

1. Sign in to Etsy.com.
2. Click You.
3. Click Purchases and reviews.
4. Click Contact The Shop next to the order you’re interested in.
5. Type your message into the textbox.
6. Click Send. The seller will be notified of the new Conversation and can respond.

To contact a shop about an order in the Etsy app:

1. Sign in to the Etsy app.
2. Tap You.
3. Tap Purchases and reviews.
4. Tap the order you’re interested in.
5. Tap Contact The Shop under your order.
6. Type your message into the textbox.
7. Tap Send. The seller will be notified of the new Conversation and can respond.

When you contact a shop, you’ll reach out to the seller. Sellers can help you if:

• If you have not received your order.
• If one or more items is different than described on Etsy.

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 case. Read 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 Conversation and can respond.

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

1. Tap Contact the shop owner.
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 Conversation 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.