Providing Great Customer Service
We expect our sellers to provide a high level of customer service. By selling on Etsy, you agree to:
Honor your shipping and processing times. Sellers are obligated to ship an item or otherwise complete a transaction with a buyer in a prompt manner, unless there is an exceptional circumstance. Please be aware that legal requirements for shipping times vary by country. These requirements are detailed in our Shipping Policy.
Respond to Conversations in a timely manner.
Honor the commitments you make in your shop policies.
Resolve disagreements or disputes directly with the buyer. In the unlikely event that you can’t reach a resolution, our Trust and Safety team can help through our case system. Read about your rights and responsibilities regarding cases here.
If you are unable to complete an order, you must notify the buyer and cancel the order. Read about how to cancel an order in this Help article.