Photograph and Help request
Day 1- Photo every angle before discarding box
- Help with order attach full photo set
- Request full refund or replacement
- Ask if return required or dispose per seller
Etsy · Escalation
Etsy item arrived damaged
Broken, shattered, or destroyed in shipping — Purchase Protection for arrived damaged orders, photo evidence, and case path when seller will not refund.
- Last verified
- 2026-09-19
Who this is for
Your order arrived with shipping damage — cracked ceramics, shattered glass, bent metal, melted candles, or destroyed packaging. Purchase Protection covers qualifying arrived-damaged orders when you document with photos immediately.
Before you escalate
- Photos of outer box, label, inner packing, and damage
- Delivery date timestamp
- Help message to seller same day
- Keep packaging until case resolves
Official contact & dispute links
Normal wait time: Etsy refund processing time →
Escalation ladder
48 hours then case
Day 2–3- Open a case if seller silent or offers inadequate partial
- Upload photos to case log
- Note Purchase Protection arrived damaged eligibility
Refund posting
Resolution- Case approval → transaction@etsy.com email
- 2–5 business days to card
- Seller files carrier claim separately — not buyer task
Sample message
Copy, edit placeholders, and paste into chat or email.
Subject: Arrived damaged — Order #[ORDER] Hello, Order #[ORDER] arrived damaged on [DATE]. Photos of box and item attached. Please refund $[AMOUNT] per Purchase Protection. Thank you, [YOUR NAME]
Related tools
External escalation resources
Frequently asked questions
Etsy item arrived broken — open case or Help first?
Help with order immediately with damage photos same day. Case after 48 hours if seller does not refund or replace.
Shipping insurance Etsy who files?
Seller typically files carrier claim — buyer case for refund from seller/Etsy regardless.
Cracked ceramic outer box intact — damage case?
Photo inner damage and packing inadequacy — insufficient padding supports Purchase Protection.
Melted candle in mail heat — damage?
Seasonal damage in transit common — photo product state. Seller may offer partial — case for full if destroyed.
Glass item shattered — return required?
Case may refund without return for unusable shards with photos — follow case instructions.
Damage discovered after delivery week later?
Delayed discovery weakens case — photograph immediately on unboxing best practice.
Seller blames carrier — buyer still refunded?
Purchase Protection refund buyer for qualifying orders — seller pursues carrier separately.
Fragile sticker ignored damage?
Inadequate packaging evidence in photos.
Multiple items one damaged in package?
Photo each item — partial refund negotiation or full case.
Damage photo Etsy case upload limit?
Use clearest angles within upload limits — multiple messages if needed.
Replacement shipped damaged again?
Second damage — case for refund not third replacement.
Insurance payout to seller only?
Buyer refund via Etsy case independent of seller insurance recovery.
Sources
Last verified: — against official sources listed below.
Not legal advice
This page is procedural reference for US consumers. Policies change, your situation may differ, and we do not guarantee any outcome. For legal questions, consult a licensed attorney in your state.