These answers solve most questions. Still need help? Continue below.
Order & payment
Tell us your order number (or bill code and amount) and what went wrong at checkout.
I was charged but did not get an email.
Check your spam or promotions folder first. If you are signed in, your paid order and download buttons are in My account. You can also look up the order with your bill code and amount on the Order lookup page.
I entered the wrong email at checkout.
Contact us with your order number, or your bill code and amount, and tell us the correct email. We will check the order and help you get your files.
My payment shows as pending.
Unpaid orders stay open for 30 minutes, and you can finish paying with Pay now on the order page. If you have paid and the order still shows pending, contact us with your order number.
Where do I find my order number?
It is in your delivery email and on the order page. If you are signed in, all your orders are listed in My account. Without it, use the bill code and amount from your receipt.
Download problem
Tell us your order number and which file. Links can be re-sent from My account.
My download link expired or ran out.
Each item has a limited number of downloads within a limited time after payment. Contact us with your order number and we will reissue a link.
I lost the delivery email.
Sign in with the email you used at checkout and open My account, or look up the order with your bill code and amount. The download buttons are on the order page.
The file will not open.
Save the file to your device first, then open it with an app that supports its format (for example, unzip a ZIP file before opening what is inside). If it still will not open, tell us the order number, the file name and your device.
The download stops or fails.
Try again on a stable connection, or on another browser or device. If it keeps failing, contact us with your order number.
Refund request
Tell us your order number and why you would like a refund. See Delivery & refunds for when refunds apply.
Can I get a refund?
Please see our Delivery & refunds page for when refunds apply. If your order qualifies, submit a refund request with your order number.
How long does a refund take?
Once a refund is approved, it goes back to your original payment method. Your bank or card issuer decides how long it takes to show.
Product question
Tell us which product you are asking about.
What format are the files?
Each product page lists what is included and the file format. If something is unclear, ask us before you buy.
Can I use the files commercially?
The product page shows the license that comes with each item. Ask us if you need a different use.