Use Message shop on the listing page to ask a shop about a license. After you buy, message the shop from Purchases and reviews. For where the button is and what to include, see Message a shop on Esano.
Before you buy
- Open the listing page.
- Select Message shop.
- Ask your question and tell the shop what you plan to do with the file.
The message window links to Questions about this download and License options. These might answer your question faster. Check them first.
Good questions to ask:
- Does the shop offer Commercial or Extended for this file? The listing page shows only the licenses the shop offers.
- Does Commercial cover print-on-demand? Its text doesn't mention it. Extended does.
- Is my project, such as a digital template that includes the artwork, covered by the license?
- Can I use the files for a specific type of product?
Include your project. For example: "I want to print this design on mugs and sell about 200 units." That helps the shop answer.
After you buy
- Open the account menu and select Purchases and reviews.
- Find the order.
- Select Message shop.
If you bought the wrong license
Tell the shop which license you bought and which one you meant to buy. Shops can refund an order themselves, and they can choose "Wrong license" as the reason. Esano also has a refund process for problems with an order. It covers files that don't open, items that don't match the listing, duplicate charges and missing files. See Esano's refund policy for digital files.
Get an answer in writing
The license wording on Esano is the same on every listing. If a shop says you can do something the wording doesn't clearly cover, keep that message. Esano keeps messages, and you can read them in your inbox. See Find and manage your messages.
Shop doesn't answer?
Shops reply at their own pace. See How long does a shop take to reply? for what to expect. You can also contact Esano at customerservice@esano.com or through Contact.
Related
Common questions
Can a shop give me permission beyond the license?
You can ask. Esano's license wording is the same on every listing, so if a shop agrees to something extra, keep that message.
What if I bought the wrong license?
Message the shop. Shops can refund an order themselves, and "Wrong license" is one of the reasons they can choose.
Related articles
- Esano license types explainedBuying on Esano · Licenses and using your files
- Find the license on a listing or orderBuying on Esano · Licenses and using your files
- Use Esano files for print-on-demandBuying on Esano · Licenses and using your files
- Message a shop on EsanoBuying on Esano · Messaging shops
- Request a refundBuying on Esano · Refunds and order problems
More in Licenses and using your files
- Esano license types explained
- What the Personal license allows
- What the Commercial license allows
- What the Extended license allows
- Sell products made with Esano files
- Use Esano files for print-on-demand
- Use Esano files in client work
- Can I share or resell files I bought?
- Find the license on a listing or order
- Licenses for custom orders
- What happens if you break a license
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.