To set up your shop policies:
- On Etsy.com, open Shop Manager.
- Select Settings.
- Choose Policy Settings.
Your policies have several sections and are separated into different tabs: Returns & exchanges; Cancellations; Privacy, and Fixed.
Policies can’t be added or edited from the Sell on Etsy app. Please use the mobile web or desktop versions of Etsy to update your policies.
Returns & exchanges
From this tab, you can create and edit the various return and exchange policies that you use when selling non-digital items on Etsy. These policies are applied as you see fit to your individual listings rather than being a blanket return policy for your entire shop.
If you’re a seller outside of the EU, you must set a return policy whenever you edit or create a new listing for a physical item, even if it is to let buyers know you do not accept returns or exchanges on that listing.
Learn how to set return policies on your listings.
If you signed up on Etsy as a “business” seller, meaning you’ve registered your business with a government agency and have a business ID number or are an incorporated business on Etsy, and you ship to buyers in the EU and/or EEA, we’ve automatically added “trader” status to your listings.
The EU Omnibus Directive is a consumer protection directive that has passed in the European Union and may impact your shop. This directive requires business sellers who ship to the EU and/or EEA to identify themselves to buyers as “traders.”
The definition of a “trader” under the directive may vary depending on which countries in the EU and/or EEA you ship to. If you’re unsure if you would be recognized as a trader, we recommend that you reach out to a legal advisor.
If you’re a “trader,” Etsy displays your name and business contact information to buyers in the EU. This is the information you entered while signing up as a business, but you can update it in your policies.
You can change your “trader” status in your policy settings at any time by selecting Edit in the Seller Details section of Sales Channels.
Learn more about the EU Omnibus Directive and how it might affect your Etsy shop.
Cancellations
Set a shop-wide cancellation policy to let buyers know whether or not you accept cancellations after they place an order.
To edit your current policy:
- Select the pencil icon next to your current policy. If you have not yet made a policy, select the Create Policy button instead.
- In the Edit policy field, toggle cancellations on or off.
- Select Publish.
EU Right of Withdrawal
Regulations in the EU give buyers the right to cancel or return their orders within 14 days of delivery. You can add the required withdrawal form and list any related terms and conditions for EU buyers in this section.
Privacy policy
Select Create a policy to share how you’ll protect a buyer's personal data. If you’re unsure what to write, you can use our sample privacy policy and customize it for your shop. Once your policy is finished, select Publish.
If you're a seller based in the EU or offer items to buyers there, you’re required to create and comply with a privacy policy that satisfies the requirements of the General Data Protection Regulation (GDPR). Many other countries have also adopted data protection laws similar to the GDPR, so whether or not you sell to Europe, we recommend that all sellers create a privacy policy. Read Etsy’s Privacy Policy for more information about your obligations when collecting and using a buyer’s information, including the requirement to obtain a buyer’s consent before using their information for marketing purposes.
If you need help understanding your obligations under the GDPR or any other data protection laws, consult with an attorney about local laws and how they apply to your shop.
Fixed policies
You can view Etsy’s preset delivery policies for Estimated delivery dates, Customs and import taxes, and Instant downloads for digital items from this tab. These policies apply shop-wide and are not editable by sellers.
What isn’t included in shop policies?
Copyright & Intellectual Property Information
Copyright, intellectual property, or other licensing information is likely specific to an item, not to a shop. You may choose to put this information in your FAQs.
Sales tax
Etsy offers sellers a tax tool to help you calculate and display the appropriate tax rate to buyers at Checkout. There's no need to list this information in your policies, especially because tax rates vary based on the location of the buyer.
When can I edit my shop policies?
You can edit your shop policies whenever you like. A time stamp will show the last time your policies have changed. When a buyer makes a purchase, they’ll see a copy of your shop policies as of the time of purchase in their receipt email.