A Guide to Etsy Shop Policies and FAQs for Vintage Sellers

etsy faq section etsy shop set up getting started on etsy Oct 11, 2020

Etsy has a Policies section that you must fill out (go to your shop page as a customer would see it, scroll down, and tap the pencil to edit the Policies section and FAQ). Here are the categories you can edit:

Shipping Times - I think this is confusing so I don’t use it. It’s supposed to be an estimate of how long the item will take to arrive. For me using Media Mail, that’s 3-8 days.

Returns and Exchanges - I use my FAQ section to explain this further.

Cancellations - I choose to accept cancellations as I usually don’t get around to packing something up right away. I’ve had two canceled orders in the last 3 years.

Privacy Policy -  I sell and ship worldwide, so I am supposed to have a privacy policy. I used the one Etsy provided as an example in their seller handbook.

Next, we have the FAQ section. I didn’t have an FAQ in my shop for a while. It’s hard to come up with frequently asked questions when you aren’t established enough to have gotten many questions! But eventually, I decided to be as professional as I could and to inspire buyer confidence by adding an FAQ to my shop. People might not read it, but it’s there. And it shows up in all of my listings, too.

Your FAQ details will be different than mine based on what you sell, of course, But here are the pre-selected options Etsy offers you:

Custom and Personalized Orders
Sizing Details
Care Instructions
Gift Wrapping and Packaging
Wholesale Availability

And then under those you have the option to make Custom sections. Here are some things you might want to consider including:

  • How long it takes for you to put the item in the mail
  • What shipping carrier you use
  • How long items generally take to arrive
  • Upgraded shipping options
  • Discounts - a good place to plug your email list again
  • Missing Items - lost in the mail (happens to me about once every 6 months).
  • More detailed return policy info

Here is my FAQ:

Discounts
- I offer an exclusive 25% coupon for your first purchase when you join the Pretty Old Books Secret Sales list. You will also be included in my exclusive email-only Buyers Club where I sell hundreds of vintage and antique books at bargain prices.
To become a member (for free) and claim your instant 25% off coupon, simply copy and paste this link into your browser:

https://prettyoldbooks.com/pages/secret-sales

Custom and personalized orders
Please message me if you are interested in a custom book set.

Shipping Time
I ship daily using USPS Media Mail, which takes 3-8 days for delivery. Clients are welcome to upgrade to Priority Mail when quick, guaranteed shipping is needed.

Satisfaction Guarantee
If you are not 100% satisfied with your order, I will do whatever I can to make it right. We may choose together between a return, an exchange, a discount on a future purchase, or a refund.

Missing Items
Very rarely the Post Office may lose a package. If this happens to you, I will refund your entire order after 20 days (30 days international). You will NEVER have to bear the financial burden of a lost package.


Congrats! You now have 100% complete Etsy Shop Policies and About Sections. High five!

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