Quick answer
If you need help with your order:
Most issues are resolved by working with the seller. If you contacted the seller more than 48 hours ago, choose Open a case so Etsy can help you.
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.
Contacting a seller through Messages is the best way to get information about an item, or after your purchase, resolve any issues you may have had with your order. Each seller on Etsy manages their own orders, and makes decisions about cancellations, refunds, and returns. Learn more about getting help with your order.
You can contact that seller directly by:
- On a listing page, click Message Seller under the listing title.
- If you aren’t already signed in to your Etsy account, you’ll be prompted to sign in.
- Type your question into the textbox.
- After you Send your Message, the seller will be notified and can respond.
To ask a question about an item in the Etsy app:
- Tap Contact on a shop homepage.
- If you aren’t already signed in to your Etsy account, you’ll be prompted to sign in.
- Type your question into the textbox.
- After you Send your message, the seller will be notified and can respond.
- Sign in to Etsy.com and go to Your account. On the Etsy app, sign in and go to You.
- Go to Purchases and reviews.
- Select Help with order next to the order you’re interested in. On the Etsy app, tap the order you’re interested in, then select Help with order under your order.
- Select Message Seller.
- In the textbox that appears, let the seller know that you’d like to return or exchange an item.
- Select the arrow icon or press Enter to send. The seller will be notified of the new message and can respond.
The seller wasn’t able to help me
If the seller is unable to help you, your next step is to open a case about your order. Choose your order, then select Open a case at the bottom of the page. Learn more about cases on Etsy.
I checked out as a guest
If you checked out as a guest, you can claim your order to get help.
- Open your email inbox.
- Locate the email receipt you received when you placed your order. This email is sent from transaction@etsy.com.
- Select View your order.
- Follow the steps to sign in or create an Etsy account. The account you link your guest order to must have the same email address that you used for your guest order. Your order is automatically connected to your Etsy account.
- Once you’ve claimed your order, you can choose that order and contact the seller for help.
I’m having trouble claiming my order
If you're having trouble claiming an order, it's possible you placed your order using an email address that you can no longer access. Learn what to do to resolve this issue.
I still need help
If you messaged the seller, and opened a case, and you didn’t receive the help you need, select Contact support at the bottom of this page and we'd be happy to help.
Quick answer
If you need help with your order:
Most issues are resolved by working with the seller. If you contacted the seller more than 48 hours ago, choose Open a case so Etsy can help you.
If you and the seller don’t come to a resolution after 48 hours, you can open a case for Etsy to review. Choose your order, then select Open a case at the bottom of the page. Learn more about cases on Etsy.
If you don’t see the option to open a case, it may be too soon to file a case.
If you checked out as a guest, you can claim your order in order to contact the seller and get help with your order. To claim an order you purchased as a guest:
- Open your email inbox.
- Locate the email receipt you received when you placed your order. This email is sent from transaction@etsy.com.
- Select View your order.
- Follow the steps to sign in or create an Etsy account. The account you link your guest order to must have the same email address that you used for your guest order. Your order is automatically connected to your Etsy account.
- Once you’ve claimed your order, you can choose that order and contact the seller for help.
I’m having trouble claiming my order
Click I still need help and a support agent can assist you.
After you open a case, an Etsy Support agent will review the case and come to a decision. We’ll work with you and the seller to ensure that we have all the information we need to make a decision. An agent will respond to the case in the case log.
You can check on the status of your case in the case log. To add information to your case, comment on the case. For us to best assist you, you must keep all information about a case in the case log.
Read our case policy for more information.
If your case was closed, generally either the seller provided proof that they dispatched your order, or your order was refunded.
However, if the case is closed, but your issue isn’t resolved, you may be in one of these situations:
- You only received part of my order
- You returned the order, but didn’t receive a refund or replacement
- The order didn’t arrive in time
- Your package was returned to the seller
In most of these situations, the seller may be able to help you. You can contact the seller for further assistance.
If the seller is unable to help, we may be able to reopen the case and have our case mediation team investigate further in these situations. Select I still need help and include your case number when you submit your request.
If you received an email from Etsy saying that your Etsy order is still processing, it means that your purchase is being screened by Etsy’s third party partner. All Etsy Payments orders are screened to ensure that the orders are legitimate and to protect from possible fraud.
Most orders are processed in under 72 hours. You’ll receive a confirmation email when the review is complete.