What should I do if a buyer wants to return intimate items on Etsy after delivery?

Hi! If your Etsy listing/shop policy clearly states “no returns/exchanges” for intimate items, you can (politely) decline the return request—just make sure you also invite them to explain if there’s an actual problem like damage, a defect, or an order mistake, because those are the kinds of issues that can turn into an Etsy case.

Here’s a professional message you can copy/paste and tweak:

• “Thanks so much for reaching out. I’m sorry to hear it didn’t work out. Because this item is intimate apparel, I’m not able to accept returns or exchanges for hygiene and safety reasons (as noted in my shop policies).
  If there’s a quality issue, damage, or if you believe the item is different from the listing description, please tell me what’s wrong and send a couple photos so I can help.”

If you want to soften it (optional), you can offer a non-return solution that doesn’t require taking lingerie back, like:

• a one-time alteration/remake option (if you do that), possibly with the buyer covering shipping
• a discount on a replacement order (only if you’re comfortable)
  Only offer what you can actually honor, and keep everything in Etsy Messages.

What to watch for if they try to open an Etsy case

• They still may be able to open a case even a month later. Etsy cases are generally available up to 100 days from the estimated delivery date, as long as they’ve contacted you through the “Help with order” flow and waited the required time.
• Non-delivery claim: since tracking shows delivered, you’re in a strong position. If they open a “not received” case anyway, Etsy typically looks at tracking showing delivery to the address on the Etsy receipt.
• Not-as-described / damaged: this is the bigger risk category for you. If they claim it’s “not as described,” respond calmly and ask for specifics and photos. Then point Etsy (and the buyer) to what your listing already shows: materials, measurements/sizing info, color notes, what’s included, and any customizations they requested.

A few quick “don’ts” that help protect you

• Don’t accept a return “just to be nice” unless you truly want to—once you agree to a return, it changes the situation.
• Don’t suggest anything off-Etsy (email, PayPal, etc.) to resolve it.
• Don’t tell them they “can’t” open a case; just state your policy and ask what the issue is.
• If a case opens, don’t ask them to close it as a condition of helping—keep everything factual and cooperative.

Last tip: double-check that the return policy is set on the actual lingerie listings in Etsy’s Returns & exchanges settings (not only written in a shop announcement/FAQ), so Etsy and the buyer see it directly on the order/listing.