Answer 12 of 12
How do you get help with the nature scenes? – Curated Nature Scenes
What to include for a one-reply answer, how rights complaints work, and the two refunds that exist.
Send the asset id. Everything else is detail.
Every image has a thirty-two character asset id, in the metadata of any file you downloaded, on your receipt, and in the image page source. For anything involving a purchase, add the PayPal order id. Together those two answer almost every question in a single exchange.
Common problems
Download failed or expired. Send the order id; reissuing is immediate and the licence does not depend on the link.
File will not open or looks corrupt. Send the asset id and the byte size you received. A truncated transfer and a genuinely bad file are indistinguishable from your side and obvious from ours.
Smaller than the page said. Send the asset id and the real dimensions. A wrong specification table is a catalogue error and it is refunded.
You need a frame larger than published. Send the asset id and the finishing spec. Some frames exist above the size in the catalogue, and it is worth asking before you commit to an upscale.
Wrong location. Send the asset id and what you believe is correct. Catalogue errors propagate into other people's captions, so these corrections are genuinely valuable.
Rights complaints and takedowns
If you believe an image infringes your copyright, or shows property or a person in a way requiring a release we do not hold, write with the asset id, your interest in the material, and enough detail to identify it. The image is withdrawn while the matter is examined, not afterwards.
If you are the photographer of a frame you believe was published here without permission, say so in the first line with whatever evidence of authorship you have. That is treated as urgent.
Refunds
A delivered digital file cannot be returned, so there is no general refund. Two exceptions, honoured without argument: a file that is not what the page described, in dimensions, format or content; and a duplicate charge for the same image.
Buyer's remorse is not among them, which is why every image is previewable at seven sizes before you spend anything.
What we cannot do
Advise whether a specific use is lawful in your jurisdiction, review a clearance schedule, or confirm claims about a place. We can state exactly what the licence permits, and we will, without hedging.
Two working days is the normal reply time. A blocked purchase or a delivery deadline in the first line moves to the front.