Etsy

Etsy is the global marketplace for unique and creative goods, connecting millions of entrepreneurs with millions of buyers around the world. The platform specializes in handmade items, vintage treasures, and craft supplies.

Etsy customer service

Etsy customer service

Use the convenient means below to contact Etsy customer service.

Etsy jobs

Etsy jobs

Etsy builds, powers, and evolves the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. The company believes the best work comes from happy employees, and offers professional and personal perks including equity, competitive salary, paid parental leave, fitness benefits, and wellness programming.

View current Etsy jobs
location

Headquarters

117 Adams Street
Brooklyn, NY 11201
(718) 880-3660

Returns

What is the return window?
Each seller on Etsy sets their own return policy, which can vary from shop to shop. A seller can choose to offer different return policies or decline to accept returns on specific items they sell. Common return windows range from 14 days (often the minimum for EU sellers due to regulations) to 30 days, though sellers may choose to offer a more generous window.

Are there any items that are non-returnable?
Digital downloads don't offer return or exchange policies due to their nature. For items where customization is optional, sellers can specify in the FAQ section of their shop and listing descriptions that they do not accept returns for customized or personalized orders.

How will I receive my refund?
When a seller issues a refund, Etsy may give the buyer the option to receive the refund in Etsy credit or back to their original payment method. Etsy only allows on-platform refunds for a period of 180 days post-transaction. After this 180 day window has elapsed, Etsy cannot support on-platform refunds for your order.

Who pays for return shipping?
Many sellers opt to carry the cost of the return if it is due to damaged, faulty, or incorrect goods received. If the buyer is returning the item because they don't like it or bought the wrong size, sellers can add it to their terms and conditions so that the buyer foots the bill.

How do I start a return online?
If you need help with your order, choose your order. If you contacted the seller more than 48 hours ago, choose "Open a case" so Etsy can help you. With Etsy's Purchase Protection program for qualifying orders, you'll receive a full refund if your order never arrives, arrives after the estimated delivery window, arrives damaged, or isn't as described.

Editor's Take

So here's the thing about Etsy - it's basically become the internet's craft fair, except it never closes and you don't have to dodge anyone trying to sell you homemade soap. Founded back in 2005, the platform has grown into something pretty massive, connecting around 7.9 million active sellers with 95.5 million active buyers across nearly every country. And get this: 80% of those sellers are women, which kind of makes sense when you think about it.

The company's headquartered in this cool converted printing factory in Brooklyn's DUMBO neighborhood. They moved there in 2016, and apparently the whole building is decked out with handmade furniture from local artisans and Etsy sellers themselves. It's very meta. The place even has Living Building Challenge certification, which is a fancy way of saying they take sustainability seriously.

What makes Etsy different from, say, Amazon? Well, everything has to be either handmade, vintage (at least 20 years old), or a craft supply. No mass-produced stuff allowed - though honestly, that rule gets tested sometimes. The platform facilitated over $13 billion in transactions in 2022 and created nearly 3.4 million jobs. That's not nothing.

The business model is pretty straightforward. Sellers pay a listing fee (20 cents per item for four months), then Etsy takes a cut when something sells - about 6.5% transaction fee plus payment processing fees. It adds up, but you're getting access to millions of potential customers who are specifically looking for unique, handmade items.

Here's where it gets interesting: Etsy has become this whole ecosystem. They've acquired other marketplaces like Depop (for secondhand fashion) and Reverb (for musical instruments). They're not just sitting still. The company's also big on seller education, offering tons of resources about SEO, photography, pricing - basically everything you need to run a successful online shop.

The platform's search algorithm is its own beast. Unlike Google, Etsy's search considers things like listing quality, customer reviews, shop policies, and how recently you've been active. Sellers obsess over their "Etsy SEO" - tweaking titles, tags, and descriptions to show up in searches. It's kind of like a game, except the prize is actual money.

One cool thing: Etsy's Purchase Protection program covers buyers up to $250 if something goes wrong - item doesn't arrive, arrives damaged, or isn't as described. For sellers, there's also protection in certain cases, so they're not always on the hook when shipping goes sideways.