Re: Bought brush pack and now I can’t access it at all????

Bought brush pack and now I can’t access it at all????

1 0 0

I just bought a brush set from an artist, and it said it would send a confirmation and download link over email, but it didn’t and now I paid for nothing. I took a screenshot with the order number but I cannot for the life of me find a way to track it down. What do I do????

Reply 1 (1)

Shopify Staff
2999 292 520

Hey, @Notthatplainjan.


Thank you for reaching out and bringing this to our attention.


I understand that you've made a purchase and you didn't receive the order confirmation or download link. It's possible that there was a typo in the email or the order confirmation was flagged as spam, which may have caused you not to receive the order confirmation. However, as each store is considered an independent business, we'd recommend contacting the store first and checking the website for any contact methods. You can also check if the artist has any social media presence that you can reach them at. That being said, can you still access their website? Also, did you check your spam folders for the order confirmation?


If you're unable to contact the store or receive your order, then we've got some next steps to assist you with your order here: FAQ: Your Online Order. Should the order exceed 30 days, then we'd also recommend getting in touch with your bank or credit card provider and notifying them of the transaction so they can assist you with recovering the funds. 


If you have any other questions on this topic, then don't hesitate to let me know!


Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog