Answer 12 of 12
How do you report a problem with this nature photography? – Affordable Nature Photography
Broken downloads, wrong locations, rights concerns and takedowns: what to send so it is fixed in one reply.
Include the asset id. Everything else is detail.
Every image has a thirty-two character asset id. It is in the metadata of any file you downloaded, on your receipt, and in the source of the image page. Titles and slugs change; the asset id does not.
For anything involving a purchase, add the PayPal order id. Those two together answer almost every question without a second exchange.
Common cases
Download failed or the link expired. Send the order id. The purchase is recorded independently of the link and reissuing is immediate.
File will not open or looks corrupt. Send the asset id and the file size you received. A truncated download and a genuinely bad file are indistinguishable from your side and trivially distinguishable from ours.
Smaller than advertised. Send the asset id and the actual dimensions. If the specification table is wrong that is a catalogue error and we refund it.
Wrong location. Send the asset id and what you believe the place is. Geographic corrections matter more than people assume, because a wrong valley name propagates into everyone else's captions.
Rights and takedowns
If you believe an image infringes your copyright, or shows property in a way that needs a release we do not hold, write with the asset id, your interest in the material, and enough detail to identify it. The image comes out of the catalogue while the matter is looked at, not afterwards.
If you are the photographer of a frame you believe is published here without permission, say so in the first line and include whatever evidence of authorship you have. That is treated as urgent.
What we cannot do
We cannot advise whether your specific use is lawful where you are, review your marketing copy, or confirm provenance or sustainability claims about a place. We can tell you exactly what the licence permits, and we will, without hedging.
Response times
Two working days is normal. If a purchase is blocked, put that in the first line and it goes to the front of the queue.
Refunds
A delivered digital file cannot be returned, so there is no general refund. There are two exceptions and both are honoured without argument.
If the file is not what the page said it was, in dimensions, format or content, that is our error and you get your money back. If you were charged twice for the same image, the duplicate is refunded.
Buyer's remorse is not on that list, which is exactly why every image is fully previewable at seven sizes before you spend anything. Use the previews.