Quick answer
If you need help with your order:
If the order's maximum estimated delivery date has passed, and you've contacted the seller for help 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.
Contacting a seller through Messages is the best way to get information about an item or resolve any issues you have with your order. Each seller on Etsy manages their own orders, and makes decisions about cancellations, refunds, and returns. Learn more about getting help with your order.
How to contact a shop before buying
- Sign in to your Etsy account if you haven't already, or create an account.
- On a listing page, select Message Seller.
- Type your message into the text box.
- After you Send your message, the seller will be notified and can respond.
- Sign in to your Etsy account if you haven't already, or create an account.
- On a listing, tap the message icon on the listing photo.
- Type your question into the text box.
- After you Send your message, the seller will be notified and can respond.
How to check if an item will arrive quickly
If you find an item you want to purchase on Etsy, you can check its estimated delivery date.
- Go to the listing page you are interested in.
- Go to Delivery & return policies.
- Go to Order today to get by to see the date range your order is expected to arrive.
- Go to the listing page you are interested in.
- Go to Est. delivery to see the date range your order is expected to arrive.
When you search for items on Etsy.com or the Etsy app, you’re able to specify that you’re looking for items that will arrive quickly. Depending on where you are located, you can select one of the following filters:
- Estimated delivery date: how many days it will take for the item to arrive
- Ready to dispatch in: how many days it will take for the item to be ready to be dispatched
How to contact a shop about an order
- Sign in and go to Your account.
- Go to Purchases and reviews.
- Select Help with order next to the order.
- Select what you need help with from the list of options, how you would like the problem resolved, and any other important details the seller should know.
- Select how you'd prefer to receive your refund, if one is issued. Your options will vary based on your currency settings, specific location, and order eligibility criteria. Your selection can't be changed later.
- Select Send help request.
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- Sign in and go to You.
- Go to Purchases.
- Select Message seller next to the order.
- Under Request help with an order issue, select the issue you are facing. If you just want to talk to the seller, select Message them about something else.
- Select how you would like the problem resolved, and write any other important details the seller should know.
- Select how you'd prefer to receive your refund, if one is issued. Your options will vary based on your currency settings, specific location, and order eligibility criteria. Your selection can't be changed later.
- Select Submit help request.
How to contact a shop as a guest
If you checked out as a guest, you can link your order to a new or existing Etsy account to get help.
Learn how to link your guest order to an Etsy account.
Quick answer
If you need help with your order:
Most issues are resolved by working with the seller. If your order's maximum estimated delivery date has passed, and you contacted the seller more than 48 hours ago, choose Open a case so Etsy can help you. You’ll receive a refund for any item that doesn't arrive, arrives damaged, or doesn't match the item description or photos.
If you and the seller don’t come to a resolution after 48 hours, you can open a case for Etsy to review. Choose your order, then select Open a case at the bottom of the page. Learn more about cases on Etsy.
If you don’t see the option to open a case, it may be too soon to file a case.
As part of Etsy’s Purchase Protection programme, for qualifying orders, you’ll receive a full refund for any order that doesn’t arrive, arrives after the estimated delivery date window, arrives damaged, or doesn’t match the item description or photos.
If you checked out as a guest, you must connect your order to a new or existing Etsy account before you can send your seller a Help request.
To connect your order:
- Open your email inbox.
- Locate the email receipt you received when you placed your order. This email is sent from transaction@etsy.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 connected your order, you can choose that order and contact the seller for help.
I’m having trouble connecting my order
Select I still need help and a support agent can assist you.
After you open a case, an Etsy Support agent will review the case and come to a decision. We’ll work with you and the seller to ensure that we have all the information we need to make a decision. An agent will respond to the case in the case log.
You can check on the status of your case in the case log. To add information to your case, comment on the case. For us to best assist you, you must keep all information about a case in the case log.
Read our case policy for more information.
If your case was closed but you believe the issue is still unresolved, we may be able to reopen the case and have our case mediation team investigate further. Select I still need help and include your case number when you submit your request.
If you received an email from Etsy saying that your Etsy order is still processing, it means that your purchase is being screened by Etsy’s third party partner. All Etsy Payments orders are screened to ensure that the orders are legitimate and to protect from possible fraud.
Most orders are processed in under 72 hours. You’ll receive a confirmation email when the review is complete.