Trying to cancel

Etsy

? Avoid the runaround.

Etsy’s cancellation process is unique because it’s a marketplace of independent sellers, not a single retailer. That means only the seller can formally cancel your order, not Etsy and not you directly.

As a buyer, you can’t click a simple “Cancel” button yourself. Instead, you must contact the seller through Etsy Messages and request that they cancel the order for you. Sellers are encouraged by Etsy to accommodate cancellation requests if the item hasn’t been shipped yet.

Etsy’s official policy allows a seller to cancel a transaction if:

• You, the buyer, request it and the order hasn’t shipped.
  
  
• The seller agrees and issues a full refund.
  
  
• Or if the seller has a valid reason (for example, the item is out of stock or listed in error).
  
  

If the seller accepts cancellations and the item hasn’t shipped, your refund will be processed in full. Many Etsy sellers list their own cancellation window on their shop policy page. For instance, “Cancellations accepted within 24 hours of purchase.”

There are exceptions:

• If the seller’s policy says “no cancellations,” or if the order has already shipped, your only option may be to request a return once the item arrives.
  
  
• Digital downloads can’t be cancelled once you’ve downloaded the files.
  
  
• Custom or made-to-order items often can’t be cancelled once production has started.
  
  

Always read the seller’s listing and shop policies before purchasing so you understand their specific rules.

For regular buyers, there are no ongoing subscriptions, but if you’re an Etsy seller with a subscription like Etsy Plus or Pattern, you can cancel those services via your account settings anytime.

Cancelling an Etsy order (for buyers):

1. Contact the seller immediately. Go to “Purchases and Reviews” in your Etsy account, find the order, and click Contact the Shop. If you checked out as a guest, you can link your guest purchase to your account and then message the seller.
   
   
2. Politely request a cancellation. A friendly message like “Hi, I’d like to cancel my order if it hasn’t shipped yet” usually works best. Sellers appreciate quick, polite communication.
   
   
3. Wait for a reply. Sellers handle their own orders, so allow up to 48 hours for a response. If they agree, they’ll process the cancellation and issue a refund. You’ll receive an email confirming your order was canceled.
   
   
4. If the seller refuses or doesn’t respond:
   
   
   • If the item hasn’t shipped and the seller is unresponsive, you can open a case with Etsy once the estimated delivery date passes.
     
     
   • If the item has shipped, you may need to wait for delivery and go through a return or dispute process instead.
     
     
5. Get confirmation. When the seller cancels, Etsy automatically processes your refund and sends you a confirmation email.
   
   

Cancelling an Etsy Plus subscription (for sellers): If you’re an Etsy Plus subscriber (a seller service, not a buyer feature), go to Account Settings › Your Subscription and select Cancel. There’s no cancellation fee, and you’ll keep your benefits until the end of your billing cycle.

In short, Etsy cancellations depend on seller cooperation, but most sellers are understanding if you act quickly and ask kindly.

Etsy doesn’t set a universal cancellation deadline because each seller can create their own policy. However, timing is critical:

• Request cancellation within 24 to 48 hours of purchase. Many sellers ship within a day, so the earlier you reach out, the better your chances.
  
  
• Follow any timeframes listed in the seller’s shop policy. Some sellers specify “cancellations within 2 hours” or “before shipping.” Always aim to act before the order is dispatched.
  
  
• If no reply within 48 hours, escalate. If the seller doesn’t respond and your item hasn’t shipped, keep an eye on your estimated delivery date. Once that date passes, you can open a case with Etsy for non-delivery.
  
  
• You can open a case after the delivery date if the item never arrives or arrives damaged or not as described. Etsy’s Purchase Protection program ensures qualifying buyers receive full refunds in these cases.
  
  
• Return deadlines: If you miss the cancellation window and the item arrives, check the shop’s return policy. Most sellers request contact within 14 days and returns within 30 days.
  
  

Digital downloads and personalised items typically can’t be cancelled or returned. For those, once production or download occurs, the sale is final.

There are no cancellation fees for Etsy buyers. If a seller cancels your order before it ships, they must refund you in full, including the cost of the item and shipping.

Etsy itself doesn’t charge any fees to cancel orders, and sellers are not permitted to withhold any portion of your payment as a “restocking” or “cancellation” charge. If a seller suggests keeping part of your payment, that’s against Etsy’s policy. You can report it to Etsy Support.

If your purchase involved currency conversion or foreign transaction fees (for example, buying from an overseas shop), your bank may not refund its own conversion fees. That’s not Etsy’s doing, just a side effect of exchange rates.

If Etsy cancels a transaction or if your case is resolved in your favour, the refund will always be for the full amount you paid, including shipping.

The only time you might incur costs is if you receive the item and return it afterward, since sellers may require buyers to pay return shipping for change-of-mind returns.