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.
You may be able to cancel your order depending on the shop’s policies. If you want to cancel, the seller you purchased from is the best person to help you with. Each seller on Etsy manages their own orders and makes decisions about cancellations, refunds, and returns. Learn more about getting help with your order.
The seller wasn’t able to help me
If the seller is unable to help you, your next step is to let us know so we can resolve the issue. Choose your order, then select Open a case at the bottom of the page. Learn more about cases on Etsy.
The option to open a case becomes available after the order’s estimated delivery date. If you don’t see the option to open a case, it may be too early. Learn how we calculate your order's estimated delivery date.
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 email@example.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.