How to Contact a Shop

Quick answer

If you need help with your order:

Choose 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.

Every Etsy shop is an independent business. Etsy shops are run by sellers who create or curate their own inventory and manage their own orders. 

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

To contact the seller:

  1. On a listing page, select Message Seller under the listing title.
  2. Sign in to your Etsy account if you aren’t already, or create an account
  3. Type your question into the textbox.
  4.  After you Send your message, the seller will be notified and can respond.

To ask a question about an item in the Etsy app:

  1. Tap Contact on a shop homepage.
  2. Sign in to your Etsy account if you aren’t already, or create an account
  3. Type your question into the textbox.
  4. After you Send your message, the seller will be notified and can respond.

How to contact a shop about an order

  1. Sign in to Etsy.com and go to Your account. On the Etsy app, sign in and go to You.
  2. Go to Purchases and reviews.
  3. Select Help with order next to the order. On the Etsy app, tap the order, then select Help with order.
  4. Select Message Seller.
  5. In the text box that appears, let the seller know that you’d like to return or exchange an item.
  6. Select the arrow icon or select Enter to send. The seller will be notified of the new message and can respond.

The seller wasn’t able to help me

If the seller is unable to help you, your next step is to request  help from Etsy by opening a case. As part of Etsy’s Purchase Protection program for qualifying orders, you’ll receive a full refund for any item that doesn’t arrive, arrives after the estimated delivery date window, arrives damaged, or doesn’t match the description in the listing. 

To get help from Etsy, Choose your order, then select Open a case at the bottom of the page. Learn more about cases on Etsy.

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 to get help. 

Learn how to link your guest order to an Etsy account. 

Quick answer

If you need help with your order:

Choose 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 program, 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:

  1. Open your email inbox.
  2. Locate the email receipt you received when you placed your order. This email is sent from transaction@etsy.com.
  3. Select View your order.
  4. 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.
  5. 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.

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