In short

The download doesn't work or a photo is missing: read How to download the photos you bought first. Most problems are solved by downloading from the order page instead of saving the preview.
Wrong photo, broken file, or charged twice: contact us within 24 hours of the purchase and we'll fix it or refund you.
You want the photo edited (lighter, cropped, someone removed): that is up to the photographer. Message them.

To reach us, use the chat bubble in the corner of any page, or contact us. Tell us the email you paid with, the date, and what is wrong. A link to your order page helps too.

The photo looks blurry or low quality

First, make sure it is the file from your order page. A photo saved or screenshotted from the album is a protected preview: small, watermarked and scrambled on purpose. Download it again from View my order and compare.

If the downloaded file itself looks bad, remember that you receive exactly what the photographer uploaded. Motion blur, focus or a dark exposure come from the shot itself and can't be fixed on our side. If the file is clearly damaged (it doesn't open, it is cut off, or it is tiny), tell us: that is covered by a refund or a replacement.

The photo is too dark, or I want someone removed

We are a marketplace: photographers take, edit and sell their own photos, and we don't edit them. If you want a lighter version, a different crop or a person removed, ask the photographer. You can message them from their profile with Send message. Many are happy to help.

I got a different photo from the one I chose

Open the order page and check the photos there. If one of them is not the one you picked (a different person or a different event), contact us within 24 hours: a wrong photo gets a full refund.

I was charged twice, or charged but got nothing

If you see two charges, one may be a temporary hold your bank releases in a few days. If both stay, contact us: duplicate charges are refunded in full.
If you were charged but never got the Payment received screen or the order email, don't pay again. Contact us with the email you used and we'll find the order.

Refunds

Digital photos can't be returned once they are delivered, so we don't refund a purchase just because you changed your mind. We do give a full refund for:

A wrong photo (different person or event).
A corrupted file, or one you can't download.
Duplicate charges or payment errors.

Contact us within 24 hours of the purchase. We review requests in 1 to 2 business days, and approved refunds go back to your original payment method, usually within 5 to 10 business days. Full details are in our refund policy.

Please talk to us before opening a dispute with your bank: it is much faster, and most cases are solved the same day.

A problem with my order