Shopify FAQ Examples: 50 Questions Every Store Should Answer

Below are fifty questions Shopify shoppers ask, written the way they type them into a search box or a chat window, grouped into ten categories. Use it as a checklist: mark the ones that apply to your store, then mark which of those you answer nowhere. Those gaps are the enquiries arriving in your inbox one at a time.

After each group there are notes on what a good answer contains, and those notes matter more than the questions. Store FAQs rarely lose their value through a missing question. They lose it through an answer that hedges, omits a cost, or quietly went out of date two price changes ago.

One rule runs through all fifty: keep the shopper's wording, not your internal label. "Where is my order" and "Order Status Information" point at the same answer, but only one matches what people actually type.

Shipping and delivery

1. How long does shipping take?
2. How much is delivery?
3. Do you ship to my country?
4. Do you offer free shipping, and from what order value?
5. How quickly do you dispatch after I order?

What a good answer contains. Separate the two numbers shoppers conflate: dispatch time and transit time. "Dispatched within one working day, then two to four working days in transit" answers the question; "ships in 3-5 days" generates a chase message on day four. Name the exceptions explicitly - weekends, bank holidays, made-to-order items, remote postcodes, sale periods - because an optimistic estimate creates an enquiry when it is missed and a refund request when it is missed twice. Give delivery cost as a table by destination and weight band rather than "calculated at checkout". If free shipping has a threshold, state it, and say whether it is calculated before or after discount codes.

Returns and refunds

1. What is your returns policy?
2. How do I return something?
3. Who pays for return postage?
4. How long does a refund take to reach me?
5. Can I exchange it for a different size or colour instead?

What a good answer contains. Lead with the window in days and the condition requirement in one sentence, then the steps. Answer the postage question directly, including when the customer pays, because an unanswered cost question reads as a concealed one. Give the refund timeframe in two parts: how long you take once the parcel arrives, and how long the card network then takes to show it. The gap between those two numbers is where most refund chasing comes from. If exchanges run differently from returns - a fresh order plus a refund, rather than a swap - say so, because shoppers who assume otherwise start the wrong process. Write this group in plain English rather than lifting your terms and conditions, which reliably produces follow-up messages.

Payment and checkout

1. What payment methods do you accept?
2. Is it safe to enter my card details?
3. Can I pay in instalments?
4. Why was my payment declined?
5. Can I pay in my own currency?

What a good answer contains. List the methods specifically, including wallets and instalment options, and mention the ones you do not take, since absence is what people are checking for. For the security question, say what actually happens: payment is handled by the checkout provider, card details are not stored by the shop, the connection is encrypted. Avoid reassurance with no content in it. For declines, list the likely causes in order - address mismatch, international block, insufficient funds, expired card - rather than sending the shopper to their bank first. If you show multiple currencies, say whether the charge is taken in that currency or converted by the issuer, because the difference turns up on a statement as a complaint.

Order tracking and status

1. Where is my order?
2. I have not had a confirmation email, did my order go through?
3. My tracking has not updated in days, is my parcel lost?
4. Can I change the delivery address?
5. What happens if I am not in when it arrives?

What a good answer contains. Status is information the shopper should not have to ask for, so lead with a self-service lookup that takes an order number and an email, linked from the question itself rather than described. For the missing confirmation, name the two real causes - a typo in the email address and a spam filter - and the fix for each, because the fear behind that question is that money has left an account for nothing. Give a stalled-tracking threshold ("no movement for five working days, message us and we will open a claim") so the shopper knows when worrying is justified. State the address-change cut-off in real terms, such as "until you receive the dispatch email". For missed deliveries, give the actual sequence: where the parcel goes, how long it is held, what the customer must do and by when.

Products and stock

1. Is this in stock?
2. When will this be back in stock?
3. What is this made of?
4. How do I look after it?
5. Can I pre-order?

What a good answer contains. Stock questions belong on the product page, but the FAQ page has to explain the system: what "low stock" means, whether a basket reserves an item, and what happens if something sells out between order and dispatch. For restocks, give a date or a notification option; "soon" makes people ask again next week. Care answers should be checkable - fibre composition, wash temperature, whether it tumble dries - because vague care guidance is a returns driver on anything fabric. If you take pre-orders, state the expected dispatch window, when payment is taken, and what happens if the window slips. That last point prevents a pre-order turning into a dispute.

Sizing and fit

1. What size am I?
2. Does it run true to size?
3. Where do I find the size guide?
4. What if it does not fit?
5. Can you tell me the measurements of a specific item?

What a good answer contains. This group has the highest commercial value in the list, because a sizing answer either prevents a return or causes one. Publish measurements, not just a letter size, and say whether they are body or flat garment measurements. Answer the "true to size" question honestly, including when the honest answer is "this style comes up small, consider the next size up" - that sentence loses nothing and prevents a parcel coming back. Say which measurement matters most for the item, since the shopper does not know whether to go by chest, waist or shoulder. Pair the fit answer with the exchange route. Many of the same mechanics apply to marketplace listings, and FAQ answers that reduce returns on Amazon listings covers that side.

Warranty, damage and faults

1. Is there a warranty, and how long?
2. My item arrived damaged, what do I do?
3. It broke after a few weeks, can I get a replacement?
4. Do I need the original packaging?
5. What if a part is missing from my order?

What a good answer contains. Give the warranty length, what it covers, what it excludes, and whether you or the manufacturer handles it. Vagueness here converts into chargebacks. For damage on arrival, give a route that works at the moment of discovery: photograph the item and the packaging, reply to the order confirmation, expect an answer within one working day. Ask for the photos up front rather than in a second message, because every extra round trip costs a day. Distinguish damage in transit from a fault that appeared later, and say plainly whether original packaging is required. For missing parts, send a replacement rather than taking a full return where you can, and say so, because the shopper assumes they will have to send everything back.

International orders, duties and taxes

1. Do you ship internationally, and where to?
2. Will I have to pay customs duty or import tax?
3. Are taxes included in the price I see?
4. How long do international orders take?
5. Can I return from outside the country?

What a good answer contains. Silence here causes the most damage, because an unexpected customs bill at the door produces a refused parcel and a refund request. Say who pays import charges, and whether your checkout collects them up front or the carrier collects them on delivery. State whether displayed prices include or exclude tax, and how that changes by destination. Give international transit windows as ranges, with customs clearance called out as a variable you do not control. For international returns, be explicit about who pays the postage and whether duty is refundable, since often it is not and the shopper needs to know before buying. List the countries you do not ship to rather than letting the checkout fail silently.

Discounts, codes and offers

1. Why is my discount code not working?
2. Can I use more than one code?
3. Do you have a student or first-order discount?
4. Can you apply a code to an order I have already placed?
5. Do you price match or honour a sale price after I bought?

What a good answer contains. Code failures have four causes and shoppers cannot tell them apart: the code has expired, it excludes sale items, it has a minimum spend, or it is single-use and already redeemed. List all four with the fix for each and this question stops reaching you. Say whether codes stack, because trying three in a row and failing is a common abandonment path. If you run a retrospective price adjustment window, publish it, since it removes a whole category of awkward messages. If you do not, say that too. Answering a no clearly is cheaper than leaving it to be asked.

Cancellations and changes

1. Can I cancel my order?
2. Can I change an item or size after ordering?
3. Can I add something to my order so I only pay delivery once?
4. I ordered twice by accident, can you cancel one?
5. How do I cancel a subscription order?

What a good answer contains. State the cut-off as something the customer can observe, not something only you can see: "until the dispatch email arrives" works, "before processing" does not. Say what happens after the cut-off, usually that the order has to be received and returned, and give that route in the same answer so the shopper is not left with a dead end. For duplicate orders, make the fix sound easy, because that one arrives panicked. If you sell on subscription, give the exact cancellation steps, say whether deliveries continue to the end of the paid period, and put the same answer inside the cancellation flow, since that is where the question is actually asked.

Turning fifty questions into a store page people finish reading

Fifty is a checklist, not a target. A store that properly answers the fifteen questions its shoppers genuinely ask outperforms one with fifty thin entries nobody scrolls to.

• •Pull your real questions first. Search a month of inbox and chat logs and count. The ranking will not match your assumptions, and it almost always puts sizing, delivery timing and returns cost at the top.
• •Move the top five off the FAQ page. Delivery cost belongs next to the price, sizing on the product page, the returns window at checkout. The FAQ page is where someone goes when the answer was not where it should have been.
• •Write each answer so it can be pasted into a reply. If it only makes sense with the page around it, you will keep retyping it, and your typed version will drift from your published one.
• •Date each answer, and keep the shopper's phrasing. An out-of-date delivery estimate causes more enquiries than a missing one, because now the shopper has to ask you to resolve a contradiction. And "does it run small" is the search term; "fit guidance" is not.

If shoppers still need to ask in their own words rather than scan your categories, a conversational layer on the storefront answers from what you have already written, and adding an AI chatbot to a Shopify store covers how that fits around the product and checkout pages. For generating the answer set itself from your store's existing policies, Answrii’s FAQ generator for Shopify stores is the page to read next. For published pages you can look at rather than a question list, ecommerce FAQ page examples shows how real stores have grouped and worded theirs.

Frequently asked questions

Where should the FAQ page sit in a Shopify store?

In the footer on every page, and linked from the cart and checkout. The cart link matters more than it sounds, because delivery cost and the returns window are the two things people check immediately before paying.

How many questions should a store FAQ page have?

For most stores, between fifteen and thirty. Fewer usually means nobody read the real enquiries. More than forty needs grouping and a search box, or people give up before reaching their question and message you anyway.

Should the FAQ page repeat the shipping and returns policy pages?

It should answer the question in plain language and link to the policy for the detail. A policy page is written to be complete; an FAQ answer to be understood in ten seconds. Keep both consistent, because a contradiction between them is worse than either alone.

Do product-specific questions belong on the FAQ page?

No. Put them on the product page, next to the thing they are about. The FAQ page is for questions about buying from you: delivery, payment, returns, warranty. Mixing in per-product detail is what makes these pages unreadable.

What should I do about questions I would rather not answer?

Answer them. Return postage costs, customs charges and the absence of a price match prevent abandoned baskets and disputes. An awkward answer loses a sale you were likely to lose anyway, early and cheaply. Omitting it buys a purchase made on a wrong assumption, which comes back as a refund and a review.

How often should the page be reviewed?

Quarterly as a routine, and the same day shipping rates, carriers, lead times or the returns window change. Give it one named owner, or it drifts within a season.