Etsy Has Your Back

As a marketplace of millions of individual makers, we are invested in making sure every purchase is a great experience.

Issue Resolution

We’re ready to help if something goes wrong.

1

Contact Your Seller

Each shop on Etsy is independent. Refunds, exchanges and returns policies varies from seller to seller. If you have a question about a recent order, the seller is the best person to ask.

Get help

Help with your order

2

Open a Case

If you and the seller can't resolve a problem with your order, you may be eligible to open a case.

Open a case

3

Work With Etsy

After you open a case, Etsy can act as a mediator to work with you and the seller.

Have Questions? Check out our FAQ.

24/7 Support

Our team works around the clock.

Help Centre

Looking for some quick answers? Interested in learning more about some features on our site? The Help Centre is the place for you!

Find answers

Visit the Help Centre

Support Specialists

We have a team standing by to help you with any problem you may have.

Contact us

Trust & Safety Team

Our Trust and Safety Team works continuously to ensure the safety of our marketplace and enforcement of our house rules.

Learn more about our policies

Marketplace Security

Our commitment to your privacy and security.

Account Privacy

At Etsy, we care deeply about privacy. We believe in transparency, and we’re committed to being upfront about our privacy practices, including how we treat your personal information.

Privacy policy

Payments

Payment Security

All credit card information sent to Etsy is encrypted using Transport Layer Security technology (TLS) and tokenised with our credit card processors. Etsy stores no sensitive credit card information.

Seller Standards

Etsy has a robust list of requirements each shop must meet to remain on our platform. This ensures that troublesome shops are removed and your buying experience stays protected.

Have questions? We have answers!

After signing in on Etsy.com or the Etsy app, simply go to Purchases and Reviews (under the account icon). If you don’t have an Etsy account, learn how to track your order.

For more information on order tracking, please visit the Help Centre.

You may have checked out as a guest. To claim an order you purchased as a guest:

  1. Open your email inbox.
  2. Locate the email receipt you received when you placed your order. This email is sent from transaction@etsy.com.
  3. Click the order number in the first line of your receipt.
  4. Follow the steps to sign in or create an Etsy account.
  5. Your order is automatically connected to your new Etsy account.

If you can’t find it, please contact Etsy Support.

If you’re unsatisfied with an order, you may be able to return or exchange your order depending on the shop’s policies. To request a return, return label, or exchange, contact the shop.

For more information on returns and exchanges, please visit the Help Centre.

You will need to create an Etsy account. To claim an order you purchased as a guest:

  1. Open your email inbox.
  2. Locate the email receipt you received when you placed your order. This email is sent from transaction@etsy.com
  3. Click the order number in the first line of your receipt.
  4. Follow the steps to sign in or create an Etsy account.
  5. Your order is automatically connected to your new Etsy account.

If you can’t find it, please contact Etsy Support. .

If your order is delivered but you haven’t actually received the item, there are a few things you can do.

  • Check with neighbours to see if the package was delivered to them accidentally.
  • Contact your local post office for help locating the package. Provide them with the tracking number, delivery service name, and your delivery address. You may have to reach out to the seller to get some of these details.
  • Ask the seller if they’ll assist you by opening a claim with the delivery service.