Note: This article is for members who are using the newer shop policies template. If you're a seller who had shop policies filled out before March 2016 and want to continue using the old format, please refer to this Help article.
Your shop policies provide buyers with the information they need before purchasing from your shop. Completed shop policies also help buyers build trust with your shop.
To add shop policies from Etsy.com, go to Shop Manager, click the pencil icon next to your shop name under Sales Channels and scroll down to Shop policies.
You can also add shop policies using the Sell on Etsy app. Tap More > Settings > Shop settings > Shop policies.
To give buyers a clear idea of how long it takes for you to prepare an order, you should include a processing time. Costs and processing times are shown on individual listing pages.
You can also use the optional Estimated shipping times field to let buyers know how long it will take an item to reach various destinations. Try to include an accurate range to take into account the slowest shipping time and fastest shipping time.
This section shows buyers what payment methods you accept. If you're enrolled in Etsy Payments, we’ll show buyers all the ways they can pay and highlight them as a secure payment methods, which helps inspire confidence in your shop.
If you need to change what payment methods your shop accepts, take a look at this Help article.
Returns & exchanges
Use this section to set expectations with buyers early on, so they know your returns and exchanges policy before purchasing from your shop. You can choose to accept returns, exchanges, and/or cancellations. You can also specify timeframes within which the buyer has to contact you or ship items back.
If you’re selling to Europe, EU buyer protection laws allow European residents to return items if they contact the seller within 14 days. This Help article has more information about EU consumer rights.
If you choose not to accept returns or exchanges, buyers may still file a case against you in certain circumstances. Learn more about how to resolve cases here.
Use this section to share how you’ll use a buyer's contact information after they place an order. Privacy policies can help inspire trust in your shop and may be required in some countries.
Specify how you'll use their information by checking the boxes next to one or more of the reasons listed in this section.
If these reasons don’t apply, add your own by checking Other.
In this section, you can include any additional information that you think buyers should know when purchasing from your shop. This section is not a part of your shop policies.
Frequently asked questions
If you notice that multiple buyers are asking the same questions that aren't addressed in your policies, then you may want to list it as an FAQ. Some common FAQs include information about custom orders, item care, and sizing. If you offer insurance, you should include that information here.
In the event that you have a dispute with a buyer, Etsy will look to your shop policies. Information listed in your FAQs is not considered to be part of your policies.
This section lets you show specific information about yourself and your shop to your buyers, such as your name, business address, and VAT number (when applicable). EU buyer protection laws require sellers to display this information. Only buyers who have set their location to an EU country will see this information. Etsy will not use this information to contact you.
To learn more about selling in the EU, take a look at this Help article.
Excluded from 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.
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.
Editing your 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.