Help if an export goes wrong.

Before purchase

Preview generation is free. Check the crop, stitch count, colour range and paper size before unlocking so the export matches your project.

After purchase

If a paid file is missing, corrupt or materially different from the preview, contact support within 14 days with the order reference and a description of the issue. We will troubleshoot or offer a replacement export. If we cannot fix the problem, we will arrange a refund through the payment provider.

An anonymous purchase can later be bound from the account page only with its checkout reference, pattern ID and unused recovery code. We never infer ownership from an email address. Deleting an account removes account links but does not erase a paid order or change the payment provider's refund and dispute process.

Change of mind

Because an export is a digital file generated for your chosen image, refunds for a change of mind may not be available once the download has started, subject to your local consumer rights.

Pattern packs

Pack purchases are reviewed as one order, not as separately refundable credits. If Creem refunds, disputes or revokes the pack order, the full pack entitlement and server access for its used and unused credits are revoked. Files already downloaded cannot be recalled. Contact us before opening a provider dispute so we can first investigate missing credits or files, without limiting any consumer rights that apply to you.

Contact

Email customer support at [email protected] and include only the information needed to locate your order. Never send card numbers or secret keys.