How to Return or Exchange an Item on Etsy

Quick answer

If you need help with your order:

Choose 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 damaged, or doesn’t match the item description or photos.

 

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 more about getting 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 their shop policies. Go to the shop's homepage and scroll to the bottom to see the shop's policies.

If the seller is willing to accept this return, be sure to settle on the details in a message before returning the item:

 

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 damaged, or isn’t as described. 

To get help from Etsy, you’ll need to choose your order, then select Open a case at the bottom of the page. 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 in order to open a case with Etsy. Learn more about how to link your guest order to an Etsy account. 

What are shop policies?

Each seller on Etsy is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from shop to shop.

Before making a purchase, you should review the shop’s Returns & exchanges policy. You can find the shop’s policies on the listing page under Shipping & returns, or by going to Shop policies and More information on their shop homepage.

 

I’m located in the European Union

If you are a buyer located in the European Union, some sellers are subject to comply with the EU Directive on Consumer Rights. 

EU buyers that wish to resolve an issue regarding a refund or an exchange with a seller are encouraged to use our case system since it is the most effective and fastest way to resolve disputes between buyers and sellers. However, if you do not want to use our case system, you have the option of using the EU Online Dispute Resolution Platform instead.

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