Tuesday , 20 October 2020
How To Write Etsy Shop Policies |Tell Your Customers What to Expect From You

How To Write Etsy Shop Policies |Tell Your Customers What to Expect From You

Article by:  Anna from The  House of Mouse

A frequently overlooked part of an Etsy store is the policies section. Your store policies tell your customers what to expect from you. I am always sad when I see a store with no policies, because I know it is costing them sales. Customers look at your store policies to judge what kind of customer service you will offer; if there is nothing there they are likely to walk away.

Shop policies do not only help your customers but they also help the store owner stay consistent and have actions in place for certain situations.

You can find the page to edit your policies buy logging in to Etsy, click “your Etsy” and look for the “policies” link in the left hand column, click it.

Here are some things to consider when writing your store policies.


  • You don’t need to put a lot of information here, any personal information you want to share can be put in your profile. A brief introduction is fine here and you can encourage buyers to contact you if they have any questions.


  • State what methods of payment you will take (PayPal, cheque etc)
  • If you take PayPal, a brief description of how to pay with PayPal is useful. Lots of people don’t realize they can use this method to pay with their credit or debit card without having to sign up for a PayPal account. It helps to explain how they can do this. This is what I say in my policies, you can copy and paste it if you want

“You do not need a PayPal Account to pay for your items through PayPal:

You can choose the PayPal Option during checkout. After you submit your order click the “Pay Now” button. Scroll Down and you will see the option to pay with a Credit or Debit Card WITHOUT having to sign up for a PayPal account.”

  • State that you will not send packages until payments have cleared.
  • Encourage buyers to contact you if they are having any problems with payment
  • Tell your buyers what you will do in the event of non-payment. Non-payment is a common problem on Etsy, part of this is down to the way the system works there and it can be confusing to new buyers on Etsy, other times people are just messing you around. This forum post has some great advice on how to deal non-payment, but it helps to leave something about it in your policies too. Will you leave negative feedback for non-payment and no-response to emails? I do, but it is a personal choice. Whatever you decide, put it down in your policies. It will make it easier for you to follow through on it when non-payment happens to you.
  • If you offer payment plans explain how this works to your customers.


  • Describe how your items are packaged: Do you gift wrap? Are your items sent in boxes? Do you include a certificate of authenticity? If you use recycled packaging write that in here too, Etsy buyers love sellers who do this.
  • Tell your buyers what shipping company you use.
  • What shipping do you offer? (priority, standard, first class, registered mail, online tracking?)
  • Can customers request faster shipping or insurance for an additional charge? If yes, ask them to contact you for more information.
  • If the Etsy and PayPal shipping addresses you receive for an order are different, what will you do? Some stores state if they have had no contact from the buyer within 3 working days then they will ship to the PayPal shipping address. Other sellers clearly say that they always ship to the address given during Etsy checkout. Decide which you will do and state it here (I used to say I would contact the buyer to confirm if their addresses were different, only once did the buyer say they wanted it shipped to their PayPal address, all others said the Etsy one. So now I always ship to the Etsy address, no more waiting around for buyers to get back to me) If you will automatically ship to a certain address make sure you include info on this in your “message to buyer” box as well.
  • Give information on estimated shipping times. If you have already done a lot of shipping you will have a good idea of how long a package takes to arrive in certain parts of the world. If you have not done much shipping yet, ask at your post office, and then add a few days to their estimated times. Packages almost always take longer to arrive than the PO says they will.
  • If you ship overseas, state that customs can delay packages by up to 6 weeks, say that this does not happen often but that it can happen. It is better to forewarn your buyers about this possible problem.

Refunds and Exchanges

  • If you don’t want to do refunds and exchanges then put it politely. Something like “I’m sorry but at this time [insert shop name here] cannot accept refunds or exchanges, please purchase seriously” comes across a lot better than “No exchanges or refunds accepted”
  • If you are going to offer refunds and/or exchanges then put your terms and conditions here. How long after receiving an item can people ask you for an exchange or refund? Will you refund only the cost of the item or the shipping as well? If a buyer returns an item to you who is responsible for the return postal costs?


Additional Policies and FAQs

  • This is a great place for any custom order policies you have. If you take custom orders then you can talk about the process you go through for these orders.
  • An estimate of how long an order will take is good here, if it varies a lot then ask buyers to contact you for more information.
  • When you require payment. I recommend you at least take a deposit before starting work, unforeseen things can happen that may mean your buyer cannot pay you by the time you have finished working (this has happened to me in the past, I now require full payment before I start work)
  • Frequently Asked Questions, is pretty self explanatory. If you have some questions that you are always getting asked then this is the place to put them down with your answers. This won´t stop everyone as some people just don´t look hard enough for the answers, but it will help a few and you can just copy/paste them when you get convos about them.

Other tips for your policies.

  • Run your policies through a spell checker, and get someone else to proof-read them for you if you can. It looks unprofessional if you have spelling and grammar mistakes everywhere.
  • Keep a friendly and polite tone in your policies. Don´t get angry, confrontational or rude when you write them. Be clear and concise without being rude.
  • Re-read your policies as if they belonged to a shop you wanted to buy from. How would you feel as the customer when reading them? Make any changes you think you need.
  • Ask a friend if what you have written makes sense.
  • Sometimes people will write to you with questions about your policies. When this happens take note and if necessary make adjustments to your policies if you think they need it.

Here are my shop policies, I give you permission to copy and paste bits of it you feel are useful. However, make sure you actually agree with what I have written if you are copying it. 

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  1. Thank you! This was invaluable :)

  2. Thank you so much ! I’ve been meaning to update this area of my shop since I’ve opened. Very clear points and user friendly :)

  3. Thank you so much for taking the time to give us this info, AND allowing us to copy and paste. You are a star.


  4. Excellent advice! I do need to have a look at my policies, it’s been a while since I’ve updated them. Thanks for all the good suggestions.

  5. Great info! Time to revisit my shop policies. Thanks for this post!

  6. I need to more about how my items are packaged, thanks for the reminder!

  7. This is good stuff, but seriously, I seldom bother to read someone else’s policies. I will update my own, however.

  8. Thanks for the copy and paste!

  9. Great Post. You have several ideas in here I had not thought of.
    I am always amazed how many of Etsy’s tools are left unused by shop owners. But then I actually do read others Profiles and Policies.
    Very cool of you to offer letting people cut and paste from your policies.

  10. Thank you so much for sharing your policies. I have adopted a few of your policies and changed some of my policy wording as a result. I love your positive wording!

  11. I am guilty. Until I read this I had not formed my Shop Policies. My bad. Thanks to you I now have them and am looking good.

  12. Lots of good stuff here! Time for me to review my policies ;-)

  13. Thanks Anna (that’s also my daughter’s name)! I had written some policies already but I liked the way yours read, polite and to the point, so I adapted yours, changed a couple of things that didn’t apply to my shop, and I got myself some nice written policies.

    Thanks again. It’s nice to learn how to do things better from the pros.


  14. Your article gave me pause to re-read and re-vamp my shop policies at worthygoods textile, thank you! I had written it out all quite thoughtfully the first time, but I had missed a few key points like paying through PayPal without a PayPal account and non-payment policies. These are important to include, thanks for the reminder.

    It’s a great idea to view our shop Info & Appearance, Shop Policies with fresh eyes every 6 months or so. Etsy does roll out changes and we need to be ready to help our customers through them.

  15. Thank you so much for sharing this. I am considering opening up an Etsy shop soon, so this post is very helpful to me!

  16. Thanks so much for this! I had some policies in place, but they were not complete. After reading your wonderful article, I have filled in the gaps, and it all looks much more professional.

  17. Great points! I’ve added a few well needed updates to my policies :)

  18. Thank you for this- I think my policies could use a tweaking after reading your article.

  19. Wonderful article. Thank you so much for reminding us that we should take a look at our policies once in awhile and clean house/update.

  20. Great Post! I found a couple of new and extremely important pieces of information to add to the Hide A Heart Shop Policies. Thank you very much!

  21. Policies are something that I have to change after encountering situations that led me to a different way of thinking. Always keep up on your current views, as this area might get looked over.

  22. Thank you so much for this article! I liked how you explained each section so easily. You have made it less intimidating to tackle. I will be updating my policies to include some of your suggestions. Thanks, again!

  23. I’m just starting out & I was having a little difficulty writing my Shop Policies until I came across yours. This is been very helpful. Thank you sooo much for sharing. I feel a lot more confident now.

    Jacqueline C

  24. Setting up a new shop and I am trying to do it right from the start having tried online sales in the past with little success your post has been beneficial to the hilt. Thanks so much for your time and effort.

  25. Thank you! This was so helpful. I definitely think I need to spruce up my policies section. I esp like the info about wholesale order quantities, gift wrapping and notes in the pkg. – things I never thought to include in the policies section

  26. Thank you so much for helping with the advices, people like you make the world go around.
    Greatly appreciated,
    My Final Touch
    Crafting with Love

  27. Thanks this info helped me twit my policies.

  28. Thanks so much for this advise, I will Certainly be rewriting my policies.

  29. What a great, informative article. Thanks :)

  30. This was such a huge help. I can’t thank you enough.

  31. Thank you so much, this is one area which I have struggled with and didn’t have an idea what to put. Definitely helped me.

  32. Thank you so much for this post. It is exactly the info I have been looking for. I’m very new to Etsy and had no idea where to begin with shop policies! I am very, very grateful for your help.

  33. thank you so much. i have been really nervous about opening a store, after reading a lot of policies to see what others have had happen. your article is clear and helped me to write down a lot of things that will hopefully keep some problems from arising. i have seen several shops that seem to have had a problem with customers telling them that the product never arrived. i’ve seen policy warnings that once it leaves them, they are not liable for what happens next. so it seems that there have been problems with dishonest receivers of goods, and post office delivery problems and people who have not updated their addresses. not a good situation for those of us who don’t make a lot per item and can’t really afford to absorb much of this kind of thing!

    • In the UK at least, distance selling regulations state that the sender/seller is still responsible for the goods until they reach their destination (i.e. the customer). So although many companies do use this excuse, it’s not necessarily legal to do so.

  34. i can thank you enough for this.

  35. Thank you so much for this! It will really help me to get started and to personalize it for my shop. I’ve felt kind of hung up on the polices. Thanks again!

  36. Great advice, thank you so much. Spangly new shop policies now up on my store :)

  37. Great article. It would be useful if you could update the bit about leaving feedback on customers, as it’s been nearly two years since Etsy removed this feature.

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