How custom orders work

A custom order is a request for digital files made just for you, like a name on an invitation or a design in your colors. You send a shop a brief, the shop replies with a quote, and you pay only if you accept it.

The steps

1. You send a request. Describe what you need, add reference images if you have them, and choose the file types. You aren't charged.
2. The shop replies within 3 days. It sends a quote, asks you a question in Messages, or declines. If the shop doesn't answer in 3 days, the request expires and nothing is charged.
3. You review the quote. It shows the price, delivery time, revisions, license and files. A quote stays open for 7 days. See Review a custom order quote.
4. You accept and pay. You pay the full quoted price through its own checkout, separate from your cart. See Pay for a custom order.
5. The shop starts work. The shop records a start notice through Esano.
6. The shop delivers. Your files appear on your request page and in your purchases.
7. You approve or ask for changes. You have 7 days. If you do nothing, the order completes by itself after 7 days.

What the progress bar shows

Every request page has a progress bar with five steps: Requested, Quote, Paid, Delivered and Done. Each step shows its date, or the date it's due.

Where your requests live

Open Your account → Custom requests to see every request, its status and what needs you next. Every step also posts a card in your conversation with the shop in Messages. See Find and track your custom requests.

When something goes wrong

• You can withdraw a request or decline a quote before you pay, and nothing is charged.
• After you pay, you can cancel before work starts for a full refund.
• If delivery is more than 3 days late, see What to do when a custom order is late.
• For missing, corrupt or wrong files, see Report a custom order problem.

For refunds on ready-made downloads, see Esano's refund policy for digital files. For what you can do with the finished files, see Licenses for custom orders.