Question 1

How do I receive my product?

Accepted Answer

As soon as your payment is confirmed, your download page opens with every file from the order. The same links are emailed to you as a receipt, so the order is never lost.

Question 2

Do I need an account to buy?

Accepted Answer

No. You can check out with just an email address and download immediately. We create an account against that email in the background, and you can set a password later to re-download from your account.

Question 3

Are these physical items?

Accepted Answer

No. Every item on AltenUp is a digital download. Nothing is printed, packed or shipped, and there are no delivery charges.

Question 4

My download link isn't working. What now?

Accepted Answer

Links expire after the window shown on the product page and allow a set number of downloads. If yours has run out or the file will not open, send us your order number through the contact page and we will re-issue it.

Question 5

Which payment methods can I use?

Accepted Answer

Checkout is handled by a certified payment provider that accepts major debit and credit cards. Card details are entered on their secure form and never reach our servers.

Question 6

Which currency are prices in?

Accepted Answer

Prices are shown in the currency listed on each product page. Your bank may apply its own conversion if your card is in another currency.

Question 7

Do you send an invoice?

Accepted Answer

Yes. Your emailed receipt lists the order number, the items purchased and the amount charged, and can be used as your invoice.

Question 8

Can I get a refund?

Accepted Answer

If a product is not right for you, contact us with your order number and we will review your request — the full terms are on our Refund Policy page.

Question 9

What am I allowed to do with the files?

Accepted Answer

Usage depends on the licence shown on each product page. Most products may be used for your own personal or business work; reselling, redistributing or sharing the original files is not permitted. The License Policy page covers this in full.

Question 10

Can I use a product for client work?

Accepted Answer

For most products, yes — you can use them in work you deliver to clients, as long as you do not hand over or resell the source files as a product of their own. Check the licence note on the product page if you are unsure.

Question 11

How do I set a password?

Accepted Answer

Use the sign-in page and choose to set or reset your password using the email address you used at checkout. Once it is set, your past orders and downloads appear in your account.

Question 12

How do I get help with something else?

Accepted Answer

Send a message from the contact page with your order number if you have one. Messages are answered by the AltenUp team, usually within one business day.

Frequently asked questions

Orders and delivery

Payment and pricing

Refunds and licensing

Account and support

Still stuck?