Etsy buyer wants a refund for thing that has arrived.

[Etsyeasy]

I sell stuff on Etsy designed for Xmas day. It usually gets glowing reviews and I love doing it.
I sent an order to America and it took 20 days to get there,( royal mail say 5-7 days but obv longer at Xmas) I used royal mail tracked on 6th December , I sent photos of the tracking, tracking number etc. as the client was wondering what was taking so long. it arrived on Boxing Day and the client is upset that it arrived after Xmas day and that’s never happened to them in 15 years of buying on Etsy.
I’m obviously upset that it didn’t arrive on time, but I’m not sure what I should do. They have the product. should I refund them the cost of the product, or refund the cost of the product and the postage, or explain that I’m very sorry about the post here’s a discount voucher for 10% off. I want to be fair. Wwyd, or wwy like to happen if you were the client?

They have to return it if they want a refund. Delivery dates aren’t guaranteed. In the UK, you’d need to get it to them within 30 days. And since the US postal service is so shit, I don’t think they have a different law regarding delivery times or refund required.

Let them open a case through Etsy, then produce the proof of delivery and that should be it.

Ask them to open a case on Etsy, as Etsy may refund the buyer from their own funds under buyer protection.

Thank you! I usually just refund if it’s my mistake. I’ve even re sent and paid for upgraded post for someone who hadn’t got their product in time and their child was ill, but I don’t think I’ve done wrong in this instance.