If you are having issues with a digital content purchase from my Etsy shop, I recommend you contact me via Etsy messages.

Depending on the issue, you may be able to find a solution here, as there are some troubleshooting tips below.

For purchases made on HazelMade.Shop

First, check your spam or junk inbox. If you use Gmail, also check your Social and Promotions tabs. If it’s not there, adding deliveries@skypilotapp.com and krystal@hazelmade.shop to your address book or safe list can help you locate these emails in the future.

You can also access your digital purchases in your account by clicking the "Access My Digital Content" link.

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For purchases made on Etsy

First, check your spam or junk inbox. If you use Gmail, also check your Social and Promotions tabs. If it’s not there, adding transaction@etsy.com to your address book or safe list can help you locate these emails in the future.

As of April 2024, you can still access your digital purchases in your account.

For purchases made on HazelMade.Shop

To access your digital files from your account:

1. Sign into hazelmade.shop/account
2. Your Order History will be listed on the page
3. After your Order History, will be a link that says "Access My Digital Content." This goes to the Downloads page for all the files attached to your order.

You can also go back to the item’s listing page, where you should see the same link and an “Already Purchased" message above the "Add To Cart" button.

If your payment is still processing/pending, or if your order was flagged by Shopify, you will not get access to your digital content right away. Please wait 24 hours to see if the issue resolves itself, before contacting me via the Contact Form.

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For purchases made on Etsy

To access your digital files from your account:

1. Sign in to Etsy.com and go to Your account.
2. Go to Purchases and reviews.
3. Next to the order, select Download Files. This goes to the Downloads page for all the files attached to your order.

There are generally no limits for when or how many times you can download a file. In most cases, you can access a file any time on your Purchases page, provided the transaction hasn't been canceled or removed.

If your payment is still processing, the Download Files button will be inactive/gray.

Yes! This is super important. Once your purchase has been made, you are responsible for backing up your files. You can do this on an external hard drive, a cloud service (Adobe Cloud, Dropbox, Google Drive, etc), or USB.

For purchases made on HazelMade.Shop

Every purchase comes with a default amount of 5 download attempts. This is to give you enough attempts to download in case your connection is interrupted and the download does not complete. If you use all of your attempts and are still having trouble downloading, please contact me.

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For purchases made on Etsy

As of April 2024, there is no limit on how many times you can download your purchased files. You should have continued access to your files in your Etsy account.