A Policy Page Written in Plain Words

A shop policy is often the last thing a seller writes and the first thing a careful buyer reads. Done well, it answers the questions people would otherwise send you one message at a time. Done badly, it reads like a list of warnings and quietly puts people off.

Lead with what buyers want to know

Most people open a policy looking for one thing, usually how long postage takes or whether they can change their mind. Put those answers near the top. A buyer who finds their answer in the first few lines is far more likely to carry on to checkout.

Use plain, warm words

Write the way you would explain it to a friend. Short sentences and everyday words are easier to trust than formal language. Phrases like we are happy to help feel very different from no exceptions will be made, even when the rule underneath is the same.

Be clear about worn and custom items

If you sell worn or made to order pieces, say plainly whether they can be returned and why. Most buyers understand hygiene and personal work perfectly well. What frustrates them is finding out afterwards, so tell them before they pay.

Explain how to reach you

Tell buyers the best way to contact you and roughly how quickly you reply. Knowing that a real person will answer within a day or two takes away a lot of worry, and it means problems come to you first rather than turning into complaints.

Keep it short and keep it current

Read your policy again every few months. Remove anything that no longer applies and update postage times if they have changed. A short policy that is accurate is worth far more than a long one that is out of date.