How to get a refund from Etsy for an item not received

If you've ordered something unique on Etsy and it never arrived, it's incredibly frustrating. Don't worry, you have clear rights to get your money back. This guide will walk you through the steps to secure a refund for your missing purchase.

Published by Reclaim, run by Corey Musa, Founder·Facts and sources checked 2026-10-17·LinkedIn·Built by COM Computing

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Your rights

Your primary protection on Etsy comes from their Purchase Protection Programme. This policy states that if an item you purchased never arrives, you are eligible for a full refund, subject to the programme's conditions. If Etsy's process does not resolve the issue, you may also be protected by your payment provider. For UK consumers using a credit card for purchases with a cash price of more than £100 and no more than £30,000, Section 75 of the Consumer Credit Act 1974 offers protection. For debit card users or credit card purchases under £100, a chargeback through your bank may be possible, usually requested within around 120 days from when the goods were expected but did not arrive.

Step by step

1Contact the seller directly through Etsy's 'Help with order' feature, available from your Purchases and reviews page. Explain the item has not arrived and request a resolution, such as a full refund or a replacement. You must wait 48 hours for their response after the estimated delivery date has passed before escalating.
2If the estimated delivery date has passed and you have not received a satisfactory resolution from the seller after 48 hours of sending your 'Help with order' request, open a case with Etsy's Purchase Protection Programme. You can do this from your Purchases page by clicking 'Help with order' and then 'Still need help?'.
3If the case is not resolved by the seller within 48 hours of opening it, or if you're not satisfied with their proposed solution, you can escalate the case to Etsy for review. Etsy will then step in to mediate and make a final decision.
4If Etsy's resolution is unsatisfactory, or if your case falls outside their policy, contact your bank or credit card provider. For debit card purchases or credit card purchases under £100, initiate a chargeback, typically within 120 days from the expected delivery date. For UK credit card purchases over £100 and up to £30,000, make a Section 75 claim. Provide them with all evidence, including communication with the seller and Etsy's decision. If your bank or card provider does not resolve your complaint, you can refer it to the Financial Ombudsman Service after eight weeks.

What they'll say, and your comeback

“The seller says the item is delayed and asks you to wait longer.”

Comeback, Etsy's Purchase Protection Programme has clear timelines. If the item is significantly past its estimated delivery date, or if the seller cannot provide new tracking information, you are entitled to a refund, not just indefinite waiting.

“The seller claims they shipped it and it's not their fault if the post office lost it.”

Comeback, Under consumer law, the seller is responsible for ensuring the item reaches you safely. If it's lost in transit, that is their liability, and you are entitled to a refund.

“The seller offers a replacement instead of a refund.”

Comeback, You have the right to choose a refund if the original item never arrived. Politely decline the replacement and reiterate your request for a full refund as per Etsy's policy.

What actually happens

Most buyers find that issues with non-delivered items on Etsy are resolved either directly with the seller or through Etsy's Purchase Protection Programme. The initial step of contacting the seller via 'Help with order' often prompts a resolution, especially if done within 48 hours of the estimated delivery date passing. If not, escalating to an Etsy case usually leads to a full refund, provided it's within the 100-day window from the estimated delivery date and not beyond 180 days from the transaction. Card chargebacks or Section 75 claims are typically a last resort, used when Etsy's process fails or the item is high value, like a £150 purchase. These can take longer, often several weeks, but provide a robust safety net, with the Financial Ombudsman Service available for unresolved complaints.

FAQ

What if the tracking says delivered, but I didn't receive the item?

First, check with neighbours and your local post office. If you still can't find it, contact the seller and then open an Etsy case. Etsy may investigate, and in some cases, you might be asked to file a police report if theft is suspected.

How long do I have to open a case with Etsy?

You must open a case within 100 days of the item's estimated delivery date. Remember, Etsy cannot process a refund through its system more than 180 days after the original transaction date. Make sure to contact the seller first and wait 48 hours after the estimated delivery date has passed before opening the case.

What if Etsy denies my claim?

If Etsy denies your claim, or if your purchase falls outside their policy, you can pursue a claim with your payment provider. For UK credit card purchases between £100 and £30,000, you can make a Section 75 claim. For debit card purchases or credit card purchases under £100, you can request a chargeback, usually within 120 days of the expected delivery date. If your bank or card provider does not resolve your complaint, you can refer it to the Financial Ombudsman Service.

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Sources

A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-17.