FAQ

Let’s make you more enlightened.

Etsy Studio is an online market, made just for makers. We connect shoppers with sellers. We love organic, handmade, vintage, and ethically manufactured supplies. And we curate inspiring DIY projects with step-by-step instructions.

What Etsy Studio is not: a warehouse. It does not have a physical location. Individual sellers use Etsy Studio to sell the things you see on our site. We have a set of policies that they must follow. Want to know more about our policies? We’ve got you covered.

Etsy created Etsy Studio, but it’s a totally separate website and market, devoted wholly to craft supplies—handmade, vintage, or commercial. And Etsy Studio has something more: craft project ideas. Each one has step-by-step instructions, and we make it easy to find and buy everything you need to complete the project. So go ahead, get making!

Like this: select the profile icon at the top right of the site. Enter your email address to either sign in to your account or to create a new one.

Keep in mind: if you have an account on Etsy, you already have one on Etsy Studio. Use the same username and password you use on Etsy!

Change your shipping address during checkout by selecting Edit next to the shipping address information. If you’ve already placed your order, you’ll have to contact the seller directly: go to your Orders page, select See order details, and then click Contact seller.

Whoa okay that is four questions at once. We'll answer them all!

To find out if something ships to your country, filter the results by where sellers ship to. Look for the Ships to filter on the left (or in the tray on mobile). Additionally, you can filter results to show items that ship for free. After performing a search by category or search terms, check the box titled Free shipping on the left side of your search results, or in the Filter drawer on mobile.

Some sellers offer faster shipping options. If so, you'll see a Standard shipping dropdown menu to the right of the item in your basket. Click that menu to see your options and make a change.

If a seller has included tracking information for your order, it will be sent to you in your shipping confirmation email and visible in your order history.

Have more questions about shipping? Reach out to the seller directly. Each individual seller on Etsy Studio sets their own policies and shipping costs, so things may vary from item to item.

Each seller on Etsy Studio sets the shipping costs for their items. They also determine any shipping discounts. In your basket, you'll see the items you want to buy and the shipping costs for each of them. If you're purchasing from multiple sellers, you'll see a combined shipping cost. The combined shipping cost is the total cost of shipping for all the items in your basket. You’ll also see a breakdown of shipping for each seller near those items in the basket.

Etsy Studio is a platform. This means we connect shoppers with sellers, but we do not keep track of inventory or ship orders.

Providing a safe and secure market is very important to us. We protect any payment and personal information that’s submitted to us, both during transmission and after we receive it. All credit card information sent to Etsy Studio is encrypted using secure socket layer technology (SSL) and stored in a PCI compliant environment. Sellers on Etsy Studio only see when you’ve paid for an item; they will never see any other payment information.

Generally, the buyer will pay any additional costs like duties, taxes, and customs clearance fees.

Import charges can vary widely, but are most commonly based on:

• The price and type of item
• Package weight and dimensions
• Origin country
• The taxes, duties, and fees of the destination country

Most sellers on Etsy Studio are unable to predict which of these fees, if any, will be applied. Etsy Studio does not expect sellers to calculate or collect these fees or taxes. (This information should be clarified in sellers' shop policies.)

Both sellers and shoppers on Etsy Studio are responsible for complying with laws and regulations of the country of destination.

First, try contacting the seller for help. In most cases, they can work with you to fix an issue. Check out Who do I contact for help/questions? to find out how.

If your order hasn’t arrived or if it’s not as described, you may want to file a case. The case system helps buyers and sellers reach a resolution if there are issues with an order.

Learn more about the case system.

If your order is eligible for a case:

  1. Sign in to Etsy.com.
  2. Go to your Orders page.
  3. Locate the transaction. If your order is eligible, you’ll see two links: I haven’t received this item and Item isn’t as described.
  4. Choose the link that best describes the issue you’re having.
  5. You’ll be redirected to Etsy.com to provide more information.

    Here’s what happens after you open a case.

View the status of your orders by selecting your profile icon at the top right, and then selecting Orders. If there’s a problem, see the answer above for How do I report a problem with my order?

Let shoppers and makers like you know how much you liked an item, how you used it, and if you’d recommend it to others. It’s a 5-star rating system: 5 is the best, 1 is the worst.

You can leave a review for an item up to 60 days after the estimated delivery date has passed. You can also edit your review during this time, unless the seller responds to it.

Whether your experience was positive or negative, it’s important to leave reviews. It helps other shoppers find the best stuff on Etsy Studio. When you give a seller a great review, you’re rewarding them for providing an excellent product and quality customer service. Doesn’t that make you feel all warm and fuzzy inside?

If you need to cancel your order, check the seller's policies and contact them for help. It is up to each individual seller as to whether or not they’ll accept a request for cancellation.

Submitting a cancellation request does not automatically cancel your order.

Click the Policies link at the top of the seller’s page to go to their shop policies. Or scroll down to the Refunds & exchanges tab on a listing.

To get in touch with a seller:

  1. Click on your profile icon at the top right, then select Orders.

  2. Look for the order you want to cancel.

    • You may see a Request cancellation link. This opens a conversation to the seller with an auto-generated message. You can edit as needed before sending.

    • If you don't see a Request cancellation link, click Contact the shop to the right of your order to open a new conversation.

Contact the seller first if you have questions about an item or order.
Here are some examples of questions a seller can help you with:

  • Product inquiries (Can these buttons be made with different materials?)
  • Shipping information (Can you send my order to New Zealand? Can it be shipped faster?)
  • Processing times (Will I get this in time for Christmas?)
  • Shop policies (Can I return this if it doesn’t fit my project?)

If you haven’t ordered yet:

  • On an item listing page, select Contact the seller on the right
  • On a seller’s page, select Contact at the top right or in your basket

    If you’re not signed in, you’ll be asked to sign in or create a new account. It’s quick and free!

If you’ve already placed an order, you can also message the seller via your Orders page. Click on your profile icon at the top right, then select Orders. From the Orders page:

  1. Select the order.
  2. Click See order details.
  3. Click the Contact seller button.

When the seller writes back, the message will go right to your email. You can reply to that email to get back to them.

There are some situations where you may need help from the Etsy Studio team:

  • If you’re having trouble with the site.
  • If you’re having issues paying for an order.
  • If you’ve already contacted the seller, and haven’t gotten a response.

To get assistance from the Etsy Studio team, contact us using the form below.

Etsy Studio is made up of individual sellers from all over the world. Each seller sets their own policies. You’ll find out how a seller handles returns and refunds in their policies.

First, check the seller’s policies to see how they handle refunds and returns:

  • On a listing page, you can either:
    • Click on the seller’s name under the “Add to basket” button, and the select the Policies tab, or
    • Scroll down on this the listing page to the Returns & exchanges section.
  • If the seller hasn’t listed their refund policy in those areas, contact them directly: on the listing page, below the stated price, click on “Contact the seller”.

    Always try contacting the seller for help first. Reaching out to them is the best way to deal with order issues or questions. But if you try that and you’re still having a problem with the seller, reach out to the Etsy Studio team.

    Depending on the situation, like if an order hasn’t arrived or is not as described, you may want to look into filing a case.

They indicate some features we wish to highlight: when a product is handmade, vintage, organic, recycled, and/or we know where it came from. Below is some more info to help you understand their significance. We think this stuff is important!

handmade
Handmade: Made and/or designed by the seller. (Read our Handmade Policy.)

vintage
Vintage: Over 20 years old.

organic
Organic: Made without synthetic additives like pesticides, chemical fertilizers, dyes, and toxic chemicals typically used in processing conventional food or fibers. Additionally, this claim has been validated by a recognized certification body, like GOTS or the USDA.

recycled
Recycled: Contains recycled content. In other words: materials that have been recovered or diverted from the waste stream during the manufacturing process or after consumer use.

location
Location of manufacture: Where the item was made and/or manufactured. If it was made with materials from multiple countries, then this refers to the country where those materials were combined to produce an item with a new form or use.

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