Etsy: refund request

Collect

• order number
• the seller's return and exchange policy
• messages with the seller

Steps

1. Check the seller's shop policies for cancellations, returns or exchanges and ask the seller through Help with order.

   OnlineHelp with order (contact the seller, then open a case) from Purchases and reviews Sign-in required

2. If the order qualifies for Purchase Protection (not delivered, damaged, very late or not as described), open a case after 48 hours.

   OnlineHelp with order (contact the seller, then open a case) from Purchases and reviews Sign-in required

More contacts for this issue

Facts you can cite

• Policy

  For an order that does not meet the Purchase Protection criteria, the seller's own policies decide whether cancellations, returns or exchanges are accepted.

  Source: help.etsy.com, verified 2026-10-12

• Contact

  Etsy does not have a phone number to call for customer service. A phone callback can be requested only through the Contact support form while signed in; Etsy will not make unrequested calls.

  Source: help.etsy.com, verified 2026-10-12

Rules in force

• FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)
  16 CFR part 464 (90 FR 2066, January 10, 2025)

  Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.

  Source: ecfr.gov, verified 2026-10-12

  1 citable point

  • Policy

    A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.

    Source: ecfr.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   OnlineHelp with order (contact the seller, then open a case) from Purchases and reviews Sign-in required

   Send the seller a Help with order request.

2. Supervisor

   OnlineHelp with order (contact the seller, then open a case) from Purchases and reviews Sign-in required

   48 hours after the request and after the estimated delivery date, open a case so Etsy steps in.

3. Written complaint

   FormContact Etsy Support form (also the only way to request a phone callback) Sign-in required

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   A chargeback closes the Etsy case and stops Etsy from refunding; use it only if Etsy will not.

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Public complaint

   RegulatorBetter Business Bureau

Watch out

Related

• Refund request at other companies
• Retail and online shopping — how complaints work
• Etsy: lost package
• Etsy: item arrived damaged or defective