Setting up strong policies for your online shop may not seem like the most glamorous of tasks, and you’d be right. However, it is an important component that not only helps set your clients’ expectations, but also gives you a streamlined set of guidelines in place to depend on time and time again. A good set of shop policies helps answer questions before they are asked, outlines store practices and shipping guidelines, and serves as a trusty reinforcer should you ever encounter a disgruntled shopper (heaven forbid!).

Some platforms, like Etsy, have built-in features that allow shops to share their policies with customers. Other platforms, like Shopify and Big Cartel, allow you to create new pages that can contain all this helpful info in one handy place. Regardless of what platform or third-party service you use, I highly recommend that every online shop has a set of policies in place. You never walk into a retail shop without seeing their return policy displayed somewhere behind the counter, right? So why would your online business be any different?

Your policies section is a great place to address frequently asked questions that you may grow a little wary of answering every time you turn around. It’s also a great place to mention your policy with custom orders or wholesale orders!

A Few Sections To Consider:

• Seller information
• Accepted forms of payment
• Shipping methods and timeline
• Refunds and exchanges
• Commonly asked questions
• Custom order information
• Wholesale order information

When writing your shop policies, be sure to write in a tone that’s in keeping with your brand voice. Simply because you’re writing out a list of your shop’s regulations, that doesn’t mean you have to come across as an authoritative grouch. Encourage customers to reach out to you directly if they have a question that’s not addressed, or if they require some clarification on a policy.

In the end, having some bulletproof shop guidelines in place will not only make for a more enjoyable shopping experience for your customers, but it also enables you to serve them without fear of miscommunication or failed expectations. And don’t forget that these policies aren’t necessarily immutable. As your business grows, you do have the freedom to update your policies to grow with you. Don’t ever be too timid to make changes for the better!