How to Contact a Shop

You can contact a shop from your Purchases page:

Go to my Purchases

To contact a shop about an order on Etsy.com:

  1. Sign in to Etsy.com or open the Etsy app.
  2. Click or tap the Your Account icon.
  3. Click or tap Purchases and reviews.
  4. Click 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.
  5. Click or tap Message seller.
  6. In the textbox that appears, type your message to the seller.
  7. Click or tap the arrow icon or press Enter to send. The seller will be notified of the new message and can respond.

If you placed your order as a guest

If you ordered as a guest, you can reply to the email receipt your received when you placed your order. Search for transactions@etsy.com in your email inbox to find your receipt.

How to report issues with an order

If you have trouble with your order—your purchase wasn't received or isn’t as described—you might consider filing a caseRead about Etsy's case system.

How to contact a shop before buying

To ask a question about an item on Etsy.com:

  1. On a listing page, click Message Seller under the listing title.
  2. If you aren’t already signed in to your Etsy account, you’ll be prompted to sign in.
  3. Type your question into the textbox.
  4. Click Send. The seller will be notified of the new Message and can respond.

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

  1. Tap Contact on a shop homepage.
  2. If you aren’t already signed in to your Etsy account, you’ll be prompted to sign in.
  3. Type your question into the textbox.
  4. Tap Send. The seller will be notified of the new Message and can respond.

Sellers can help you with:

  • Item details like size, color, and materials.
  • Shipping information like when an item will ship.
  • Return and exchange policies, since each seller sets their own policies.

Who are sellers?

Each shop on Etsy is independent. Shop owners (or “sellers”) are independent micro-businesses who create or curate their own inventory and manage their own orders. If you have questions about an item you’re interested in or a recent purchase, the seller is the best person to ask.

The seller can help you with most order questions or problems. Click Choose your order and select the order you need help with. Click Message seller to get help from the seller. 

If you need help with a gift card you purchased, we can help.

If you want to cancel the order, you need to contact the seller directly. Each seller manages their own cancelations and refunds. 

To request that the seller cancel an order, choose the order you’d like to cancel. Click 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 canceling your order, click 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.

My order is still processing

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. 

Sellers selling face masks and covers are experiencing high volumes currently. Please remember that Etsy sellers are small businesses and are working hard to fulfill their orders as quickly as possible. 

If you ordered a mask and the seller hasn't responded, please give them a few days to help you. 

If Etsy or the seller issued you a refund for your order, go to your Purchases and reviews page and click View Receipt to confirm that your order has been refunded. 

If you're still having trouble and the seller hasn’t responded, or if you have other questions about your order, click I still need help and we'd be happy to assist.

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