I believe this depends on each seller. Etsy is simply a platform for sellers, and often does not have any direct involvement with orders short of processing the payment. Certain items cannot be returned for safety and hygiene reasons, and sellers can refuse to do anything other than exchange. Contacting Etsy may or may not change the results.

I hate Etsy! I am falling in debt because I quit my day job to be a full time seller! They shut my site down multiple tries, and has banned me forever! I am a single mom with no back up or resourse for income. They shut me down becuase an account that was somehow linked to mine broke the policy of items not being handmade! Not fair and this came with no warning. I emailed Etsy several times. No answer. I HATE THEM AND I HOPE THEY DIE!

I didn't have any luck with etsy! The quality of the shirt was fantastic! The size was a real joke!