How to set up Shop Policies for your Etsy Store

We give you a run down of how to create great shop policies for your Etsy store.

Any seasoned Etsy seller knows that having a robust set of policies is key to running a successful shop. But for those just starting out, it can seem a bit much to sit there writing out lengthly legalese on your returns and exchanges.

However, there are some very good reasons to invest the time in creating Etsy shop policies from the get go. For one, it shows buyers that you are professional and that you take your business seriously: well-written shop policies can actually help boost sales by providing reassurance to potential buyers.

Having clear policies also helps to avoid misunderstandings and sets expectations for both buyers and sellers. If you do end up in a dispute with a buyer, Etsy will look at your shop policies in order to make a judgement.

Read more: How to deal with difficult customers on Etsy »

Tips to create great Etsy shop policies

  • Keep it short and sweet. Your etsy shop policies should be clear and concise. Avoid using lengthy paragraphs or dense language.

  • Be specific. When it comes to etsy shop policies, specificity is key. Be clear about what your policy is and what it covers. This will help avoid any confusion or misunderstanding down the road.

  • Cover the basics. Make sure your etsy shop policies cover the essential topics, such as returns, shipping, and payments. By covering all the bases, you’ll give customers the peace of mind that they need to make a purchase from your shop. Etsy provides a template for each area that you can use as a starting point and customize to your own needs.

  • Make it easy to find. Your etsy shop policies should be easy for customers to find. Include a link to them in your shop announcement and on your shop’s homepage.

The 5 Etsy Shop Policy Areas

Here’s a quick rundown of the sections you’ll need to be aware of in the Shop Policies area:


Processing Time: This policy is designed to give buyers a better idea on how long it takes you to process an order (i.e. take an order from placed to shipped).

Estimated Shipping Times: This is an optional section that you can use to provide an estimate of the time to reach different destinations from when you send out a package.

Payment Options

This policy area is to cover the types of payments you accept. For most, this section will display as Etsy Payments, along with the ways that buyers can pay using this option. If you are not enrolled in Etsy Payments, you can use this section to explain which payment methods you accept.

Returns and Exchanges

Let your buyers know what your policy is on refunds, exchanges, and cancellations. This section allows you to toggle a couple of settings on and off as applicable for your business.

I accept returns or exchanges: If you check this option, you’ll then be prompted to add a timeframe to the Contact me within and Ship items back within sections. This allows a seller to nominate that they will only accept returns and/or exchanges back within a certain timeframe.

There is also a setting called The following items can’t be returned or exchanged. This setting allows you to nominate items that are except from returns and exchanges.

Alternatively, if you want to make a no returns policy across all of the items you sell, you can select the I don’t accept returns or exchanges setting. Note: this does not prevent cases from being filed against you in certain circumstances.

Privacy Policy

This is required by law in some countries, but even if it’s not required, it’s still a good idea to let buyers know how you’ll use their personal information. If you are based in the EU, you are required to create a policy for GDPR (General Data Protection Regulation).

More Information

This area is for any other information you’d like to share with customers. It is technically not part of your official shop policies and will not be referred to by Etsy in case of a customer dispute.

Frequently asked questions

This section is great for creating FAQs for any common questions you receive from customers. Examples of common questions could be sizing information, product care, and customization requirements.

Seller details

This section (also not technically part of your shop policies) is for displaying specific information about your business to shoppers based in the EU. This is your name, business address and VAT number (if you have one).

How to set your Shop Policies in Etsy Shop Manager

To edit your Etsy Shop Policies, follow the steps outlined below:

  1. Log in to your Etsy account and go to Your Shop > Shop Settings.
  2. Click the pencil icon next to your shop under Sales channels.
  3. Scroll to the Shop policies section.
  4. Change the policies you wish to from the sections that appear
  5. Click Publish shop policies.

A timestamp will show customers the last time your policies have changed. When a buyer buys something from you, they’ll see a snapshot of your shop policies as of the time of purchase in their receipt email.

There you have it - everything you need to know to make sure your shop policies are reflecting you and your business practices. From here, ensure that you set aside some time to review and polish up your shop policies to increase your professionalism, sales and keep the positive reviews coming!

Nicole Pascoe Nicole Pascoe - Profile

Written by Nicole Pascoe

Nicole is the co-founder of Craftybase, inventory and manufacturing software designed for small manufacturers. She has been working with, and writing articles for, small manufacturing businesses for the last 12 years. Her passion is to help makers to become more successful with their online endeavors by empowering them with the knowledge they need to take their business to the next level.