Etsy Purchase Protection

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

What’s eligible for Etsy1 Purchase Protection:

• Your order doesn’t match the item description or photos
• Your item arrived damaged
• Your item arrived after the estimated arrival date
• Your item didn’t arrive or was lost in the mail

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 window has passed. Once 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.