How to Get a Refund for an Order

If you’d like a refund for an Etsy purchase, ask the shop for help. Although policies for refunds and returns are up to shops, a number of shops do allow refunds.

First, review the shop’s policies for refunds and exchanges.

On, to find the shop’s returns and exchanges policies:

  1. Visit the shop’s homepage.
  2. Scroll down to find Returns & exchanges.

On the Etsy mobile app, to find the shop’s returns and exchanges policies:

  1. Visit the shop’s homepage.
  2. Tap About.
  3. Tap Returns & Exchanges.

To request a refund, contact the shop. 

  1. Sign in to and select your profile icon. On the Etsy app, sign in and tap You.
  2. Go to Purchases and reviews.
  3. Select Help with order next to the order you’re interested in. On the Etsy app, tap the order you’re interested in, then tap Help with order under your order.
  4. Select Request a refund, return, or exchange from the dropdown menu.
  5. In the text box that appears, let the seller know that you’d like a refund.
  6. Select Send to seller. The seller will be notified of the new message and can respond.

What are shop policies?

Each seller on Etsy is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from shop to shop.

Specific questions about a shop’s policies are best answered by the seller. Contact the shop with any questions about their policies.

What should I do if the seller doesn’t refund my order?

Sellers aren't required to provide a refund unless stated in their shop policies. In any case, if there is a problem with your order, we recommend contacting the seller to try to come to an agreement.

If you aren’t able to resolve the issue with the seller, you may be able to open a case with Etsy. Cases can be opened if:

  • Your never received your order
  • Your order wasn’t as it was described by the seller on Etsy

Learn how to open a case.

If you want to cancel an order or request a refund, you need to contact the seller directly. Each seller manages their own cancellations and refunds. 

To request that the seller cancel an order, choose the order you’d like to cancel. Go to View shop’s return policy to check the shop’s cancellation policy. If the seller accepts cancellations or you’d like to discuss your options about cancelling your order, select Message seller

It's up to the seller to decide whether or not they will accept your cancellation request. Etsy can’t cancel an order on a seller’s behalf.

Etsy screens and reviews all Etsy Payments orders to ensure that the order is legitimate. Once you receive an email stating the order is reviewed, the seller can cancel an order. Etsy can’t cancel an order on a seller’s behalf.

If you requested a refund from the seller, you can check if your refund was processed. Go to Choose your order and select the order. If your order was refunded, it will say Refunded under Payment in the right column.

If you paid by credit or debit card

Once the seller issues your refund, it can take 3-5 business days to appear in your original payment method.

Refunds issued to non-US payment methods can take up to 30 days to appear.

If you paid through PayPal

If you're waiting for a refund through PayPal, check your PayPal account to see if the refund is complete.

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