If you haven’t received your order or the item you received is not as described, you can report a problem to Etsy by opening a case. The only way for Etsy to formally intervene is for you to open a case.
Start by visiting your Purchases and reviews page.
Find the transaction and click either:
I haven’t received this itemor
Item isn’t as described
Here are other possible issues and the steps you can take:
|Possible Issue||Steps to resolve|
|Wanting a Refund or Return||
|Item wasn't as described||
|Item never arrived||
|Item possibly lost in the mail||
|Problem with a Guest Checkout Order||
|Issue with a purchase from a Pattern site||Check here for more information|
If you don’t see the I haven’t received this item or Item isn’t as described links, it may either be too soon or too late to file a case. Learn more about when you can open a case here.
If necessary, after one week of the case being open, you may escalate it to Etsy for help in pursuing a resolution. Etsy reserves the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system.
For more information about what happens after you’ve opened a case, check out this Help article.
Some aspects of Etsy's case system are covered with Etsy's phone support, which is currently available in English. To request a call, check out this Help article. Just be sure to choose Problems with an Order as the first selection on the contact page.
For an EU buyer wishing to resolve a dispute with an EU seller: we believe our Case System is the most effective and speediest means of resolving disputes between buyers and sellers. However, if you don't want to use our Case System, you have the option of using the EU Online Dispute Resolution platform instead, which you can find here.