Help, I haven't received a confirmation email!

You've made a purchase but haven't received a message from Etsy? Don't worry, your order is not lost.

Usually, it is due to one of these three reasons:

1. The Spam Folder

Please check your Spam or Junk folder first.

Sometimes email providers sort automatic messages from Etsy into these folders.

You can also search for the sender: transaction@etsy.com.

2. Typo in the Email Address

Especially when checking out as a "Guest," a small typo can prevent the confirmation from arriving.

• Problem:
  For privacy reasons, we have no access to your full account details on Etsy. Therefore, we cannot check if there was a typo in your email address.

• Solution: In this case, you must contact Etsy Support directly. Only Etsy has the technical ability to correct the email address of a completed order or link the purchase to your account.

3. Technical Payment Delays

Factouli has no access to the payment process.

Processing is handled exclusively by Etsy.

• If the payment status is "pending," it is due to the communication between your bank and Etsy.

• What you can do: 

Wait up to 24 hours. If the download is still not available by then, please contact your payment provider or the Etsy Help Center.