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eCommerce Contact Page Layout Guideline

  • Marketing Guideline
  • Nov 5
  • 5 min read

Updated: Dec 2

Make It Easy for Customers to Reach You



Your contact page is one of the most important connection points for customer service. In today’s online business world, customer support can make—or break—a brand. Whether you’re a small-but-mighty team or a team of one, delivering great service is non-negotiable on your online store.


Your contact page plays a big role in building trust, answering questions, and even helping close sales. Whether someone is checking on an order, needs help before making a purchase, or just wants to get in touch, this page should make the process easy, clear, and reassuring.


In this guide, we’ll walk through what to include, how to lay it out, and how to design a contact page that helps you stay organized while giving your website visitors a great experience.



Why Your Contact Page Matters


A great contact page is more than just a form—it’s a trust builder. It shows your customers there are real people behind your brand who care. And when something goes wrong (because life happens), having a clear, easy way to get in touch can make the difference between a lost customer with charge backs and a loyal customer.


For new customers especially, easy access to your contact information boosts confidence in your store and helps increase conversion rates. They should be able to find links at the top of the page in the navigation menu and in the footer, so no matter if they are on your home page or searching through your product pages, they can easily reach out and get their questions answered. 




What to Include on Your Contact Page


1. Title with a Friendly Headline and Brief Intro


The title of this page should be obvious to your users, “Contact Us” or “Contact” are two staple examples. Following this is your opportunity to set the tone with a welcoming headline and/or intro that encourages people to reach out.


Example Headline: “Need Help? We’re Here for You.”


Intro Copy Example: “Whether you have a question about your order, need help with sizing, or just want to say hi—we’d love to hear from you. We usually respond within 24 hours (Monday–Friday).”


Best practices: The tone should match your brand’s voice. Set clear expectations for response time in order to build trust


2. Simple Contact Form


Most eCommerce sites use a short form for ease and organization. Keep it minimal so people don’t get overwhelmed.


Recommended Basic Contact Form Fields:

  • Name

  • Email Address

  • Message (or Reason for Inquiry)


Optional Additional Fields:

  • Order number (if applicable)

  • Phone number (if needed)

  • Inquiry type (dropdown like: General, Shipping, Returns)


Most website platforms offer an contact form template that you can then customize for the fields you need 


Pro Tip: Make sure your “Submit” button is labeled clearly. Something simple like “Send Message,” “Submit Inquiry” or just “Submit” honestly works best.


3. Direct Contact Information (Optional—but Great for Building Trust)


If your business offers email or phone support, list those contact details here. It adds a strong layer of credibility, especially for new customers who want reassurance that there’s a real person behind the screen.


Additional contact options to consider including:

  • Customer Support Email

  • Business Phone Number

  • Physical Address (if you have a retail shop, studio, or office)


Even if you prefer customers to use the contact us form, having a visible email address is helpful in case the form fails or someone prefers a direct route.


If your business has multiple departments or teams, this is also a great place to list specific contact email addresses to keep things organized and efficient. For example:



This not only streamlines your inbox but shows that your business is structured, responsive, and ready to help.


4. Store Location 


If you also have a physical location, include the relevant information that potential customers need to visit you. List out your business hours, address and even a link to google or apple maps so they can get directions to your store.


5. Link to Your FAQ Page


Many customer questions can be answered quickly with a well-organized FAQ page. Help customers find what they need without having to wait for you to get back to them. 


Consider adding:

  • A direct link to your full FAQ page

  • A mini FAQ section with top questions like:

    • “When will my order ship?”

    • “What’s your return policy?”

    • “How do I track my package?”


Helping users find answers fast reduces your workload and improves customer satisfaction.


Design option: I often like to use an accordion section for FAQ designs. This way it condolences the scrolling needed by each customer on the page. Consider exploring this option if it is offered as a design choice.


6. Social Media Links


If your brand is active on social media, give visitors an easy way to follow or message you there. Add a headline of: “Connect With Us” and then list out your social icons that link to your account. 


Bonus: Link to your Instagram, Pinterest, or Facebook if you showcase customer reviews or product photos there as this is another trust builder.


7. Build Trust with Your Audience and Deescalate the Situation


Customers want to know that someone is listening to them and cares about their concerns. This page is your place to add in copy or visuals to let customers know you’re reliable. 


Examples include:

  • “We respond to every message—usually within 1 business day.”

  • “We want to hear from you”

  • “We aim for 100% satisfaction”


Audience First: Think like your customers. Put yourself in your customers’ shoes. Why might they be reaching out? Maybe they have a product question, an issue with an order, or a potential partnership idea. Walk through your contact us page with these scenarios in mind. Does your copy provide clear answers and next steps? Does the tone feel helpful and reassuring—especially for someone who might be frustrated or unsure? A well-thought-out contact page sets the tone and builds trust right from the first interaction.


8. Don’t Forget Mobile Design


Most people visit your store from their phones. Make sure your form is easy to use and doesn’t require too much scrolling or zooming for mobile users.


Mobile Tips:

  • Use large form fields and tap-friendly buttons

  • Keep your copy concise

  • Test your page on multiple mobile devices before publishing



Contact Page Example

Here is an example of what a contact page can look like, using our eCommerce example website things.


eCommerce Website Contact Page Example




Make It Easy for Your Customers


Your Contact page isn’t just a form, it’s a key part of the customer journey. Keep it clean, approachable, and easy to navigate. This page should show potential customers that you’re accessible, professional, and ready to help.


Pay attention to the most common questions or concerns your customers have. If there’s a topic they reach out about often, make that important information easy to find either by including it directly on the page or linking to the relevant resource. The easier you make it for them to get answers, the better their user experience (and the fewer emails in your inbox).




More Website Guidelines:


If you haven’t already, check out these eCommerce Website Guidelines:


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