Quick answer
If you need help with your order:
If you contacted the seller 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 after the estimated delivery date window
- Arrives damaged
- Differs significantly from the item description or photos (for example, the wrong material or color)
If you need to return or exchange an item, the seller you purchased your order from is the best person to help you. Each seller on Etsy manages their own orders, and makes decisions about cancellations, refunds, and returns. Learn how to get help with your order.
How do refunds and returns work on Etsy?
Sellers aren’t required to accept returns, exchanges, or provide a refund unless stated in the return policy on their listing.
If the seller is willing to accept this return, be sure to settle on the details in a message before returning the item.
What are listing policies?
Each seller on Etsy is responsible for setting their own policies regarding refunds, exchanges, and returns on every item they list for sale. A seller can choose to offer different return policies, or decline to accept returns on specific items they sell. If you’re making multiple purchases from the same shop, you may want to check the policies for each item you’re buying.
I’m located in the European Union
If you're a buyer located in the European Union, some sellers are subject to comply with the EU Directive on Consumer Rights.
EU buyers looking for a refund or an exchange with a seller should use our case system, since it's the fastest way to resolve disputes between buyers and sellers. However, if you don't want to use our case system, you can use the EU Online Dispute Resolution Platform instead.
The seller wasn’t able to help me
If the seller isn’t able to help you, your next step is to request help from Etsy by opening a case. With Etsy’s Purchase Protection program for qualifying orders, you’ll receive a full refund if your order never arrives, arrives after the estimated delivery window, arrives damaged, or isn’t as described.
To get help from Etsy, you’ll need to choose your order, then select Open a case. This option only appears after you've contacted the seller for help at least 48 hours ago. Learn more about how to open a case with Etsy.
If you checked out as a guest, you need to link your order to an Etsy account to open a case with Etsy. Learn more about how to link your guest order to an Etsy account.