Cancellation & Returns

How to Cancel a Sale sellers can cancel a sale. If you bought something on and you want to cancel the order, you need to contact the seller.

First, check that your transaction meets the requirements in's cancellation policy. If you're unable to complete a transaction, we recommend that you notify the buyer over Messages before cancelling the transaction. If the buyer already paid, you must issue a full refund. Keep records of refunds in the event a dispute arises.

To cancel an order:

On, click the Your Account icon.

  • Click Shop Manager.
  • Click Orders & Delivery.
  • Click the …icon next to the order you want to cancel.
  • Click Issue a refund.

Give a Reason for issuing a refund and add an optional Message to buyer.

There is a 48-hour holding period until the cancellation is processed. If you used Payments, then automatically credits you for the related listing and transaction fees.

Cancelled orders appear in Orders & Delivery under the Complete tab.

Cancelling a sold-out item doesn't put the item back in your shop, but you can quickly renew it.

I ordered an item and I want to cancel it

If you bought something on and you want to cancel the order, contact the seller. Only sellers can cancel transactions.

Sellers may accept returns, but in most cases are not required to do so unless they state they do in their shop policies or are required by local laws. You can find the seller’s shop policies on their shop homepage. Read sellers' shop policies carefully and contact sellers before dispatching a return. is a venue made up of independent artisans who run their own shops. This means that each seller is responsible for their own policies regarding refunds, exchanges, and returns. Individual policies will vary from shop to shop.

How to Return or Exchange an Item on

If you’re unsatisfied with an order, you may be able to return or exchange your order depending on the shop’s policies. To request a return, return label, or exchange, contact the shop. Let the seller know that you’d like to return or exchange an item.

Sellers aren’t required to accept a return or exchange unless stated in their shop policies. If the seller is willing to accept this return, be sure to settle on these details through Messages before returning the item:

  • Where you should send it
  • The time frame in which they wish to receive it
  • Who will be responsible for the cost of return postage, if not written in the shop's policies

What are shop policies?

Each seller on is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from shop to shop.

Before ordering, review the shop’s Returns & exchanges policy. You can find the shop’s policies on the listing page under Delivery & returns, or by clicking Policies at their shop homepage.

Specific questions about a shop’s policies are best answered by the seller. Contact the shop with any questions about their policies.

What should I do if the seller doesn’t accept returns?

If the seller doesn’t accept returns, you may be able to open a case with You can open a case if your order wasn’t as it was described on