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Shop Policies

Note: This article is for members who did not have completed shop policies before March 2016, and members who opted to switch to 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.

The layout of your shop policies is designed to help you answer your buyers' most pressing questions and help them build trust with your shop.

To add shop policies, 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 for iOS or Android by going to More > Settings > Shop settings > Shop policies.

Note: If your shop isn't open yet, you'll need to open before adding your policies.

Shop policies are divided into Shipping, Payment options, Returns & exchanges, and Privacy policy. We’ve also included a separate section called More information, where you can include Frequently asked questions and Seller details.

Shipping

This shipping section of your policies will look a little different depending on whether you are on your shop homepage or on one of your listings.

On your listing pages, we'll show where the item ships from and, depending on where the buyer is, how much it will cost. We also show processing times on listing pages.

Processing time is the time it takes for you to prepare an order for shipping. We strongly recommend that you add processing times to all of your listings, since they are an important factor in a buyer's purchasing decision.

Costs and processing times are not shown on your shop homepage, but we tell buyers to check each item for details.

We’ve added an optional Estimated shipping times section, where you can let buyers know how long it will take an item to reach various destinations once shipped. Do not include processing times in this estimate, but do take into account any upgrades you offer. For example, if you ship to Europe from the United States and with the fastest shipping class you offer, it takes one week and with the slowest it takes four weeks, your estimate should be 1-4 weeks.

We make it clear that shipping times are estimates only and cannot be guaranteed. Please keep in mind that this section is completely optional. If you choose not to fill it out, we won't show it to buyers. It has no impact on your search placement.

Payment options

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. This section can't be edited here. To learn how 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 choose not to accept returns or exchanges, please note that buyers can still file a case against you in certain circumstances. Learn more about how to resolve cases here.

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.

Privacy policy

In this section, you can share with buyers how you’ll use their contact information. Privacy policies can help inspire trust in your shop and may be required in some countries.

You can select one or more of these options below. You will use their information:

  • To communicate with the buyer about their order
  • To fulfill the buyer’s order
  • For legal reasons

If these reasons don’t apply, you can add your own. Don’t forget that Etsy prohibits the use of buyer information for unsolicited messages. You can check our Privacy Policy for further details.

More information

Note: Frequently asked questions and Seller details are separate from your shop policies and can be filled out independently.

Frequently asked questions

If buyers ask you the same question again and again, then it probably makes sense 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. Keep in mind that information listed in your FAQs is not considered to be part of your policies.

Seller details

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.

Sales tax

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.

Making changes to 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.

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