How to Contact a Shop?

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.

Every Etsy shop is an independent business. Etsy shops are run by sellers who create or curate their own inventory and manage their own orders. 

Contacting a seller through Messages is the best way to get information about an item or resolve any issues you have with your order. 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 to contact a shop before buying

To contact the seller:

1. On a listing page, select Message Seller under the listing title.
2. Sign in to your Etsy account if you aren’t already, or create an account. 
3. Type your question into the textbox.
4.  After you Send your message, the seller will be notified and can respond.

To ask a question about an item in the Etsy app:

1. Tap Contact on a shop homepage.
2. Sign in to your Etsy account if you aren’t already, or create an account. 
3. Type your question into the textbox.
4. After you Send your message, the seller will be notified and can respond.

How to contact a shop about an order

1. Sign in to Etsy.com and go to Your account. On the Etsy app, sign in and go to You.
2. Go to Purchases and reviews.
3. Select Help with order next to the order. On the Etsy app, tap the order, then select Help with order.
4. Select Message Seller.
5. In the text box that appears, let the seller know that you’d like to return or exchange an item.
6. Select the arrow icon or select Enter to send. The seller will be notified of the new message and can respond.

The seller wasn’t able to help me

If the seller is unable to help you, your next step is to request  help from Etsy by opening a case. As part of Etsy’s Purchase Protection program for qualifying orders, you’ll receive a full refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the description in the listing. 

To get help from Etsy, Choose your order, then select Open a case at the bottom of the page. Learn more about cases on Etsy.

I checked out as a guest

If you checked out as a guest, you can link your order to a new or existing Etsy account to get help.