How to Cancel an Order

Quick answer

If you need help with your order:

Choose your order

If you contacted the seller more than 48 hours ago, choose Open a case so Etsy can help you. For qualifying orders, you’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.


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.

For qualifying orders, if the item you ordered doesn’t arrive, arrives damaged, or doesn’t match the item description or photos, you’ll receive a full refund. Learn more about Etsy’s Purchase Protection programme. 

I checked out as a guest

If you checked out as a guest, you can link your order to a new or existing Etsy account order to get help.

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