Please use Etsy messages to get in touch if you cannot find a solution here and we will be happy to help. Click on the contact button found on the right hand side of the DrawnbyHandShop homepage.

WHAT IS A DIGITAL/DOWNLOADABLE PRODUCT?

A downloadable product means there will be no physical product posted but you are able to receive files by downloading them. The advantage is once you have made your purchase you will then be able to access and download your order instantly!

Depending on your digital product you may have MP4 files, PDF’s, JPEG’s etc to download. Some of our products give you access to edit the designs to make them more personalised using an online software.

The product description will explain what files you will be getting, however if you are unclear or have any questions about a downloadable product don’t hesitate to get in touch via the contact button in the top right of our Etsy shop..

HOW DO I ACCESS MY FILES?

I have an Etsy Account

After purchase you will see a View your files link which goes to the Downloads page. Or you can access your files after purchase you will need to download them by finding the links in Your Account > Purchases and reviews – to the right of the order, click Download Files.

I was a guest buyer on Etsy

If you don’t have an account you will find the link in your receipt email (sent to the email address you used for your purchase).

Remember:

Quite often files are too large to download onto a phone so a computer works best for the host. However this doesn’t mean that the guest can’t join in via their phones or tablets if they wish.

Etsy also has a help page with more info: Click Here!

CAN I USE MY FILES MORE THAN ONCE TO PRACTISE?

Yes once you have downloaded your files you can keep using them – don’t worry they don’t delete themselves!

I CAN'T SEEM TO FIND MY EMAIL LINK

The email link is sent to the address used for your account or if you don’t have an account the email you used when you made a purchase. Check you are looking in the right email account and also the spam/junk mail. If it’s not there, add transaction@etsy.com to your address book or safe list.

IV'E DELETED MY FILES - CAN I GET THEM BACK?

Yes! If you have accidently deleted your files or can’t find them then you are still able to go back into your Etsy account and download them again. Or by downloading them from the link sent in your email if you were an Etsy guest.

I THINK SOME OF MY FILES ARE MISSING

If you are missing some files you were expecting firstly check you have downloaded everything as each file needs to be downloaded separately. Also if you have a zip file it will contain several files so do check within that file – you can double click on it to open it or right click and choose extract all. If you still cannot find it do get in touch via Etsy messages.

I CAN'T SEE MY PDF FILES

Depending on the item you purchased your pdf files are likely stored in a zip file. A zip file has many different files within it so even if the file is not called a pdf it can still contain your pdf files.

WHAT IS AN EDITABLE PDF?

If a downloadable product includes an editable pdf this means when you download it you will be able to edit certain parts of the text. There will be instructions on how to do so included in the download.

I CAN'T DOWNLOAD MY FILES

If you cannot download your files it is likely you are trying to download them onto a mobile phone when a computer is needed. This is because the files are often too big for a phone.

If you are downloading the files on to a computer check they have all been downloaded, you will need to download each one separately. If you have downloaded them and cannot find them, this doesn’t mean that the link doesn’t work, there will usually be a downloads folder on your computer. Check the folder first and try to download them again.

If nothing happens when you click the download links, it’s possible that there’s an issue with your web browser. Please disable any non-standard add-ons or toolbars that you’ve installed and try again.

If your payment is still processing, the Download Files button will be grey. You will be able to download files once the payment has gone through.

IV'E DOWNLOADED MY FILES BUT I CAN'T OPEN THEM

We have checked our files and successfully sell the same files to our customers so it is very unlikely there will be a problem with the files themselves.

The problems could be that you don’t have the correct software to open them. For MP4 files you will need an form of MP4 player – almost all computer will have this installed.

To edit PDF files you will need adobe PDF reader.

To open a zip file you will need to double click on it and you can also right click on it and select Extract All.

I have the error message I get this error: “Compressed (zipped) Folders Error – Windows cannot complete the extraction – The destination file could not be created.”

This is a technical issue with your computer, please find some solutions from this web link that hopefully will help – Help Page and Videos. Unfortunately this is not a problem with the files so we are limited to help fix computer issues but will do our best to advise.

 

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