To set up your shop policies:
Your shop policies have several sections. Each section is a template and you can select the options that you want for your shop.
You can't add your shop policies from the Sell on Etsy app. However, you can edit your policies on the app once you set them up.
When you’re ready to publish your shop policies, select Publish shop policies.
My shop policies look different from what’s described in this article
This article is for members who are using the new shop policies template. If you're a seller who had shop policies filled out before March 2016 and want to continue using the old format, learn more about our classic shop policies.
Processing time: To give buyers a clear idea of how long it takes for you to prepare an order, you should include a processing time. Costs and processing times are shown on individual listing pages.
Estimated delivery times: You can Add estimated delivery times to let buyers know how long it will take an item to reach various destinations. Try to include an accurate range to take into account the slowest delivery time and fastest delivery time.
This section shows buyers what payment methods you accept. If you're enrolled in Etsy Payments, we’ll show buyers all the ways they can pay and highlight them as a secure payment methods, which helps inspire confidence in your shop.
If you’re not enrolled in Etsy Payments, you can choose which payment methods you accept on Etsy.
Returns & exchanges
You can choose to accept Returns and Exchanges. Toggle these settings on or off.
I accept returns or exchanges
If you choose to accept either returns or exchanges, click the drop-downs to add time frames in which buyers need to Contact me within and Return items back within.
You can select types of items you don’t accept under The following items can’t be returned or exchanged. Check the box next to the types of items you don’t accept as returns or exchanges.
I don’t accept returns or exchanges
If you choose not to accept returns or exchanges, buyers may still file a case against you in certain circumstances. Learn more about how to resolve cases.
I’m a “business” seller and sell to buyers in the EU and/or EEA
If you signed up on Etsy as a “business” seller, meaning you’ve registered your business with a government agency and have a business ID number or are an incorporated business on Etsy, and you deliver to buyers in the EU and/or EEA, we’ve automatically added “trader” status to your listings.
The EU Omnibus Directive is a consumer protection directive that has passed in the European Union and may impact your shop. This directive requires business sellers who deliver to the EU and/or EEA to identify themselves to buyers as “traders.”
The definition of a “trader” under the directive may vary depending on which countries in the EU and/or EEA you deliver to. If you’re unsure if you would be recognised as a trader, we recommend that you reach out to a legal advisor.
If you’re a “trader”, Etsy displays your name and business contact information to buyers in the EU. This is the information you entered while signing up as a business, but you can update it in your policies.
You can change your “trader” status in your policy settings at any time by selecting Edit in the Seller Details section.
If you need help understanding your obligations under the GDPR or any other data protection laws, consult with an lawyer about local laws and how they apply to your shop.
You can add more information about your shop from the shop edit section of your Shop Manager. You can include any additional information that you think buyers should know when purchasing from your shop. This section is not a part of your shop policies.
Frequently asked questions
If you notice that multiple buyers are asking the same questions that aren't addressed in your policies, then you may want to list it as an FAQ. Some common FAQs include information about custom orders, item care, and sizing. If you offer insurance, you should include that information here.
In the event that you have a dispute with a buyer, Etsy will look to your shop policies. Information listed in your FAQs is not considered to be part of your policies.
This section lets you show specific information about yourself and your shop to shoppers who have set their location to a country in the European Union, such as your name and business address, and VAT number (when applicable). Etsy will not use this information to contact you.
Learn more about VAT on Etsy. For sellers in the EU, after they add their VAT ID, it will automatically display within Seller Details below your Shop Policies.
EU buyer protection laws require Etsy to display VAT information. Only buyers who have set their location to an EU country will see this section.
What isn’t included in shop policies?
Copyright & Intellectual Property Information
Copyright, intellectual property, or other licensing information is likely specific to an item, not to a shop. You may choose to put this information in your FAQs.
Etsy offers sellers a tax tool to help you calculate and display the appropriate tax rate to buyers at Checkout. There's no need to list this information in your policies, especially because tax rates vary based on the location of the buyer.
When can I edit my shop policies?
You can edit your shop policies whenever you like. A time stamp will show the last time your policies have changed. When a buyer makes a purchase, they’ll see a copy of your shop policies as of the time of purchase in their receipt email.