Choose your order to contact the shop:
To contact a shop about an order on Etsy.com:
- 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.
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:
- 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.
- 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:
- 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.
- 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.
If you have question about when your order will be dispatched, or any other issues with your order, you should contact the seller.
The seller can help you with most order questions or problems. Click Choose your order and select the order you need help with. Click Message seller to get help from the seller.
To check the status of your order, go to your Purchases and reviews page and find your order. You’ll see the delivery status to the right of your order:
- Not Dispatched: The seller hasn’t dispatched the order yet or didn’t update the order on Etsy.
- Dispatched: The seller marked the order as dispatched.
- In Transit: The seller added a tracking number and the package has left the delivery facility.
- Track package: If the seller added a tracking number, you’ll see Track Package. Click Track Package to see more tracking updates.
If your order is Not Dispatched yet, you may be able to open a case.
If your order hasn’t arrived, first check if the order has tracking information. If the order hasn’t arrived by its estimated delivery date, you may want to open a case.
A case is a formal way to file a complaint against a shop. You can open a case after the date when your order should arrive.
To start a case, click Choose your order and select the order. Click Open a case at the bottom of the page.
If you don’t see the option to open a case, it may be too soon to file a case.
If a shop isn’t responding to your messages, and you should have received your item, you may be able to open a case. If you already opened a case, and the seller hasn’t responded, you may be able to escalate your case to Etsy.
A case is a formal way to file a complaint against a shop. You can file a case after the date when your order should arrive.
To start a case, click Choose your order and select the order. Click Open a case at the bottom of the page.
If you don’t see the option to open a case, it may be too soon to file a case.
If you received your order, but the item or items you received are substantially different than what was described on Etsy, or items are missing from your package, you can file a case.
A case is a formal way to file a complaint against a shop. You can file a case after the date when your order should arrive.
To start a case, click Choose your order and select the order. Click Open a case at the bottom of the page.
If you don’t see the option to open a case, it may be too soon to file a case.
If you received an email from Etsy saying that your payment is still processing or if your order is showing as “payment processing,” it means that Etsy is reviewing the transaction.
Etsy screens and reviews each Etsy Payments orders to ensure that the transaction is legitimate. Most orders are processed within 72 hours. However, some may take more time for our team to review. This review process is in place to protect you and other buyers and sellers on Etsy from possible fraud.
We’re working to review your order as soon as possible. Once the payment has fully processed, both you and the seller will receive an email confirmation.