Shop confidently with Etsy's Purchase Protection program

Get a full refund if your item doesn't arrive, arrives damaged, or isn't as described.

Etsy Purchase Protection

Easily get help in the rare case that something goes wrong when shopping from a small business.

What's eligible for Etsy Purchase Protection:

  • Your order doesn't match the item description or photos
  • Your item arrived damaged
  • Your item didn't arrive or was lost in the mail

We’re ready to help if something goes wrong. Here’s how it works:

Reach out to the Seller

Send a message to your seller from the ‘Help with order’ page if there’s an issue. Sellers know their business best—by reaching out to them first they can try to resolve the issue before Etsy steps in.

Open a case for Etsy to review

You’ll be eligible to open a case 48 hours after sending the original help request message and the estimated delivery date has passed. After a case has been opened, Etsy will step in to review the details.

We’ll help you reach a resolution

If your order is eligible for Etsy Purchase Protection, you’ll be refunded for your purchase. Once the case is closed, you’ll receive an email confirmation.

Have questions? We have answers!

The following issues are eligible:

  • Your order doesn't match the item description or photos.
    • For example, items shouldn't be a different color, size, or material than what's described or shown in the photos. They also shouldn't have any missing parts or imperfections that weren't originally noted.
  • Your item arrived damaged.
  • Your item didn't arrive or was lost in the mail.

See full program details here. Otherwise, all sales are subject to the seller's return policy. If you're unsatisfied with an order, you may be able to return or exchange your order depending on the shop's policies. Learn more about sellers' return policies here.

If you purchased an item using guest checkout, you'll need to create an Etsy account to claim the order so it can be eligible for Etsy's Purchase Protection program. Learn more here.

We understand sometimes things don't go as expected, and the case system is designed for Etsy to review the situation and do our best to find a resolution that works for both parties. Occasional cases will not impact the shop.

If you're a seller, you can learn more about the program here.

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