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Help & Support

Here are the questions we frequently receive from our customers.
Can’t find what you are looking for? Just drop us a message.

General Questions

Are you available for client /custom work?

Usually we are very busy creating high-quality graphic design resources for our customers. However, don't hesitate to get in contact with us and tell us about your project, we always like to hear from you, and we're sure we can find a way to collaborate!

Do I need to be a pro to be able to use your resources?

Our graphic design templates require some basic skills to edit, but they are compatible with popular tools like Photoshop, Canva, and Adobe XD (please check the description to ensure compatibility). We also provide quick tutorials

Do I need Photoshop to work with your products?

The compatibility of our products depends on the specific product you wish to work with. For example, some products like mockups are designed to work exclusively with Photoshop, but you can also use Photopea, a free online tool, as an alternative. However, we always strive to make our products compatible with CANVA and other free tools whenever possible.

Do i need the latest version of Photoshop to work with your templates?

No, you don’t. Our assets are compatible with older versions of the software. 

I bought one of your products but I can't download it. What's next?

Don't worry, it could be a temporary server issue. In this case you should get in contact with us. We'll get back to you as soon as possible and make sure you can download your product.

Can you customize your products for me?

Unfortunately we don’t provide this kind of service. However, we work hard for creating templates that are very easy to use, so that non professional designers can get their work done quickly and easily. If the project you are working on is a big one, and you need advice from us on how to implement our assets into your workflow or you need a tailored project, please get in contact with us.

Can I use your products for commercial purposes?

Sure, we design products so that you can achieve the results you want - including  the production and marketing of products. Just be careful and buy the right license for your project. 

Product Questions

WP Themes, Graphic Resources, Fonts, Textures, Elements Mockups. In this section, we list the most common questions we receive from our customers.

Faqs

WordPress Themes

Why do I receive an error when I try to install my theme (missing style.css error)?

When you're trying to install a theme on WordPress for the first time, you may experience an error message stating:


“The package could not be installed. The theme is missing the style.css stylesheet. Theme install failed.”

 

This issue is mainly caused by the fact that we forget to open (unzip) the first file and select the correct file to install. Here is how to solve it:

 

1 - When you purchase a theme and download the theme package, you will receive and download a zipped folder (.zip).
2 - Unzip this first theme package folder.
3 - Within the unzipped theme package, you will find some folders such as Demo Import Files, Guides, etc. (depending on your theme). You will also find a zipped file named “Freyja-v305.zip” (where "Freyja" is the name of your theme, and "v305" is the version of your theme, which may be different ). This is the file you should install on your WordPress site.
4 - Install the theme.
5 - Done!

If activating the theme caused my site to crash💥, what steps should I take to resolve the issue?

If you've activated the theme and your site has exploded, don't panic. Your content is safe, and you haven't lost anything.

Please avoid yelling for a refund or leaving a negative review, as it won't help the situation.

 

There could be various causes related to your hosting, and the theme might not be the culprit. Here are some steps you can take to resolve the issue:

  1. Ensure that you have the latest version of the theme.
  2. Ensure that all your plugins are up to date.

If the problem persists, contact our support at the bottom of this page. We may ask you for the purchase code, but rest assured that we are here to help you.

We will fix everything within a couple of days.

 

 

Can I install the theme and demo by myself or do I need to purchase your service?

Sure, you can just buy the theme and follow our documentation.

If you feel in difficulty and don't want to waste time understanding how to install the theme because you want to concentrate on creating your content, we offer you our installation service.

Keep in mind that if you buy theme + installation + demo setup immediately you get a discount.

Are your WordPress themes a one time purchase?

Our website sells themes that you only need to buy once, and they come with free support and updates that never expire. Normally, most websites charge a yearly subscription fee to cover the cost of updates and support, because WordPress and hosting require a lot of work to keep them up-to-date.

Right now, we don't charge a yearly fee, but we might start doing so in the future to help pay for updates. We hope this makes sense and thank you for your understanding.

What is your support policy?

Our support team can assist you with any questions related to our documentation and theme functionalities. We can also guide you through the necessary processes for updating the WordPress platform and any theme-related updates. In addition, we resolve any bugs that are reported to us. If there are recurring questions, we recommend using third-party plugins, and we can also provide snippets of CSS to make minor customizations.

Do you have a Refund Policy?

The Sparrow&Snow shop sells digital goods (WordPress themes, Templates, Graphical Resources, and so on) that are immediately downloadable upon purchasing. For this reason, we cannot issue refunds once a purchase has been executed. We kindly ask you to familiarize yourself with the details of any products you are interested in, before purchasing. If you have any pre-purchase questions, please don't hesitate to send us a message with the subject "Pre-purchase".

To find out in detail whether it is possible to have a refund, visit the dedicated page.

What do I need to use a Sparrow&Snow theme?

To create a website with our WordPress theme, you need:

1 - A domain name: it is the web address of your site, such as www.mywebsite.com.

2 - A hosting service: it is a service that allows you to store your website files online, so that it is accessible to users.

In case you'll consider transferring your website to a high quality hosting, we would recommend this provider, as we wrote in our post "hosting-recommendations". Our own website is hosted on SG and we could not be happier.

3 - A WordPress installation: you need to install WordPress on your hosting service to create your website.

Will I be able to add my own content to the website?

Yes, of course! You will be able to add your own text, images, videos, or any other content, effortlessly.

Will it be easy to install my new Sparrow&Snow theme?

Absolutely, yes. You can refer to our documentation, which can be found within the product itself. If you'd prefer that we install it for you, be sure to check our Installation packages at this link.

Can I Install my theme on wordpress.com hostings?

Yes, you can install our themes on Wordpress.com hostings, BUT ONLY if you purchase a "Business Plan", which allows for the installation of third-party themes and plugins. You can find more information about the WordPress.com "Business Plan" at this link. Our themes CANNOT be installed with "Free," "Personal," or "Premium" plans.

Can I build an eCommerce website with your themes?

Yes, our themes are fully compatible with WooCommerce, which is by far our favorite eCommerce plugin. You can find more information about WooCommerce directly from their website.

How can I speed up my website?

You can find some useful tips for speeding up your website in our documentation.

Can I build a multilingual site with your themes?

Yes, our themes are fully compatible with the WPML plugin. Alternatively, several of our customers have achieved perfect results with additional free plugins like qTranslateX and GTranslate.

Do your themes also work on mobile phones and tablets?

Yes, all of our themes are fully responsive. This means your website automatically adapts to every single device out there, big or small, from mobile devices to TV screens, including tablets, laptops, desktop computers, and so on.

Will I be able to customize my website?

Yes, of course! Our themes are designed to be customized with extreme ease. You will be able to use your own colors, fonts, and graphics - everything you need to build a unique website.

Can you install and setup a theme for me?

Yes, we do offer Theme Installation and Demo Setup services. You can find out more about our installation packages.

Can I use your themes on multiple sites?

Although not required, it is very much appreciated when one theme license is purchased for each client project, thus allowing us to continue updating our themes and providing necessary support to our customers.

If you wish to purchase more than one license, please contact our support team. We have discount coupons that we can send to you.

Faqs

Social Media templates

Do Graphic Resources come with the Fonts I see in their presentation?

We do not include the actual files of the fonts you see in the presentation. However, we always include a link to those fonts (also designed by us) in a readme file. You will find that txt file in your product folder.

Do your assets work in Canva?

Yes!, we always make every effort to ensure that our products are compatible with Canva and other free tools wherever possible.

We hold a great appreciation for Canva and strive to make all our templates readily available for use with the platform.

Do I have to have canva PRO to use your templates or is the free version enough?

The free version is sufficient. However, we suggest trying the Canva Pro version for a few months to discover its numerous advantages. You can find Canva Pro plans here.

 
Faqs

Fonts

What is the difference between the demo and the premium version of your fonts?

The demo version of our fonts usually includes letters only, and can be used for personal projects. The premium version of our fonts, on the other hand, includes all letters, numbers and special characters. You can purchase it under one of our licenses, depending on the project you need the font for.

What Font formats do you provide?

Our typeface download package includes both .otf and .ttf versions. Webfont license includes ttf, woff, eot and svg.

What is the right font license for my project?

That depends on many variables. What kind of project you are planning to develop? How many people in your team will use the font? What medium or channel your project is designed for? Have a look at our Font License page, we cover all of the possibilities!

I want to use one of your fonts for my website, what license should I buy?

In this case, you should buy a web font license, one of the options you find at checkout for each of our fonts. For this and all other useful info about font licenses please visit our dedicated page, Fonts Licenses. 

Do you design custom fonts for clients?

Usually we don't do client work, as we are super busy creating fantastic fonts, templates and graphic resources for our customers. However, we always like to hear about new projects, and we might be willing to participate. Drop us an email and we'll get back to you. 

Can I design the logo of my company with one of your fonts?

Yes, you can but with some limitations. Please find more details on our font licensing page

Faqs

Mockups

Do I need to be a pro to use your mockups?

We create our mockups so that anyone can easily edit them. Customising your mockup with your own logo, text or artwork is easy thanks to Photoshop Smart Object. On top of that, we have created Readme files and video guides for you to understand how to use each and every product on our shop.

What software do I need to use to edit your mockups?

All our mockups are developed to be used with Photoshop. Other image editors do not support their file formats and will not work. 

Don't worry if you don't have Photoshop! You can use free online alternatives like Photopea to work with most of our mockups. We've also made some of our mockups compatible with Canva, but not all of them because Canva doesn't support the perspective of the image.

What do you mean by PSD Smart Objects?

In the context of mockups, we usually mention Photoshop Smart Objects because this is where you can easily insert your own images, logo, text or artwork and apply it to the mockup. 

How do I add my artwork to your Mock-ups?

All templates work the same: open PSD smart Objects and insert your text, images and logo there. Hit save and the job is done!

What is the difference between freebies and premium mockups?

Here at Sparrow&Snow Design we believe in offering free versions of our most popular mockups, so that our customers can test them and experiment with them. This way you have all the elements you need to make your decision whether to buy the premium version, which includes ready-to-use templates, easy-to-edit artwork and variations on the original mockup. 

Can I use my logo in your mockups?

Definitely, that's exactly why we created our mockups. Our goal is to make it effortless for you to personalize them with your own resources, allowing you to generate promotional material for your project quickly.

Can I edit your Mock-Ups effects with Photoshop Elements?

No. As a lighter versions of PS, Photoshop Elements does not come with Smart Objects functionality. This is why Photoshop Elements will not be enough to customise our text effects, or other mockups in our shop.
Faqs

Templates

Are the templates customizable?

Yes, all our templates are fully customizable. You can easily replace Images via Smart Objects, and all text, colors and fonts can be changed effortlessly.

What kind of templates do you offer?

We have created hundreds of flyers, you will find one for every kind of music-related event you can imagine. Every flyer can also be used as a poster. On top of those, we also created album covers that are very easy to edit.
Faqs

Entire Store Bundle

What do I get with Entire Store Bundle 2023?

With Entire Store Bundle 2023 you will get the entire collection of Sparrow&snow's graphic resources. The pack includes all items in our shop, plus all new products we will release until the end of 2023.

What do you mean exactly by saying that I will receive all products you release until the end of the year?

By this, we mean you'll receive all the awesome graphic resources that are currently available in our shop, as well as future releases. You will be able to access all items on a Dropbox folder, where we will upload new products upon release on our website. This way, you will be able to access them as soon as they are out!

Does the bundle include product updates?

Yes, the bundle includes all product updates (we regularly update our best sellers), plus new products we will release through the course of the year 2023.

Will I be able to access these products when it expires?

Sure! You will be able to access all products you have bought without limits in time. However, keep in mind that Entire Store Bundle 2023 will include new products and updates up until 31st December 2023 only. After that date, we will stop adding new products to this bundle.

I just purchased the bundle but it seems like the download file is only giving me a PDF file. Is there something I'm missing?

You might have noticed that this bundle has a lot of files, and all together, it weighs around 90 GB. As you can imagine, it's not always easy to download such a big file at once, and that's why we've made it easier for you. After purchasing, you'll receive a handy readme file (pdf) with a Dropbox link and password. This way, you can access the archive at any time and download the products you need, without any hassle.

I'm having trouble accessing the link and password provided, what should I do?

If you're having trouble accessing the link or password, don't worry! It's probably because we've updated the product and created a new link. Simply re-download the zip file from your dashboard. For added security, the password is changed on a monthly basis.

Orders & Payments

Are you experiencing problems with checkout? Here you will find the most common issues with our payment process and with the download of purchased products.

What payments methods do you accept?

Our payment process is managed with Stripe, and we accept both PayPal and Credit Card.

What if I need an invoice for my purchase?

No problem! Invoices are not automatically generated by our checkout system, so please contact us if you need one.

I've purchased one of your products, where can I find the files to download?

If you're a registered member, all you have to do is log in to your dashboard and you'll find the files in the download section. If you made the purchase as a guest, you should have received a download link for the product at the email address you provided.

Can I get a refund?

At Sparrow&Snow Design, we understand that sometimes things don't quite work out as planned. That's why we offer a 14-day refund policy for any purchases that have not been downloaded. While refunds for digital products may not always be possible, we always do our best to ensure the satisfaction of our customers. In some exceptional cases, such as double orders or compatibility issues with your software, we may be able to make exceptions. Our goal is to provide excellent customer service and support, and we are here to help in any way we can. More info on the Refunds Policy Page.

I have bought a product but the download doesn't work. What am I supposed to do?

Sorry for the inconvenience! This might be a problem on server side. Please get in contact with us and we will restore your download.

I bought a product without registering and now I am a member, I'm not sure how to access the files I purchased

It's not a standard process, but no worries, we're here to help! To ensure that all your purchases are accessible on your dashboard, please reach out to us and we'll make sure to enable your past downloads ASAP

License Options

Licensing is a complicated process, but we do our best to make it as easy as possible for you. To clarify any doubts, please visit the general license page or the font-related one.

What is the difference between personal and commercial projects?

There is one fundamental difference. We consider a personal project any kind of project that does not imply remuneration, either direct or indirect. On the other hand, if you are seeking to be compensated for your design work, you are dealing with a commercial project. Work for non-profits or ONGs is also considered commercial work. Licensing is a complicated process, but we do our best to make it as easy as possible for you. To clarify any doubts, please visit the general license page or the font-related one.

Are there limitations in what I can do with freebies?

Generally you can use our freebies with the maximum freedom, in both personal and commercial projects, but keep in mind there are some limitations. Have a look at the prohibited uses (they apply to all our products) in our License page. After that, feel free to explore and experiment with our high-quality free resources. To clarify any doubts, please visit the general license page or the font-related one.

I am designing a website and I want to use one of your fonts. What license am I supposed to use?

In this case, you should use a Web Font license. This license allows you to use the font you purchased on 1 website, no matter how many page views or monthly traffic it gets. You can find further details on our dedicated font licensing page. Licensing is a complicated process, but we do our best to make it as easy as possible for you. To clarify any doubts, please visit the general license page or the font-related one.

Didn’t find what you were looking for?

Contact The Team

If you have any questions that our FAQs couldn’t answer, please feel free to reach out to us. We’ll do our best to respond within 24 hours.