Do you have any questions?
Read our most asked questions
Do you have any questions?
How long will it take for my product to arrive?
As soon as your payment has been approved you will have access to your purchase. Since we only have digital products, there is no need to send anything by post so you can begin almost at once. All you have to do is download the product you bought. How long it takes to download your purchase depends on the size of the product involved and the internet connection; you will receive a download link and instructions by e-mail. Your purchase will always be accessible in your account.
How do I receive an invoice of my order?
After your purchase you will automatically receive an invoice by e-mail. In case you have not received one, please get in touch through our contact form and we will be glad to help.
Can I work at Ruben Stom Design?
At present there are no vacancies at Ruben Stom Design. We advise you to follow us on our Instagram account to keep up with the latest news.
Is it possible to have a template from your shop customized?
At present Ruben Stom Design does not offer custom work. All templates need editing before they may be shared with third parties. Each product comes with a help document to assist with standard adjustments. Some basic knowledge of the software involved is an advantage. Should you need the assistance of a graphic designer and you don’t know any, please get in touch through our contact form and we will be glad to help.
Can I hire a graphic designer from Ruben Stom Design?
At present Ruben Stom Design does not offer custom work. In case you need help from a graphic designer and don’t know any, please get in touch through our contact form and we will be glad to help.
Is it possible to get a refund on a purchase?
As all products on the website are digital and therefore cannot be returned, only exceptional circumstances allow for a refund, e.g. a double purchase or an exchange of the license you bought. Please read more about this on the Refund Policy page.
Is it allowed to resell a template I purchased?
Reselling a template is never allowed but in some cases edited versions of the templates you bought may be sold. This depends on your license and the type of product. For more information please check our page on License Terms.
Are the images previewed in the designs included in the downloads?
It depends on the product whether photos are included; you will find this information in the product description. All placeholder images are found at www.unsplash.com, a website which offers free, high quality photos with a CC0 license (Creative Commons Zero) - this means you are allowed to use them for commercial and noncommercial purposes. You do not need to ask permission from or give credit to the photographer or Unsplash.
Is it possible to receive the templates without preview images?
If you prefer receiving a template without the placeholder photos included, please get in touch through our contact form and we will be glad to help.
Are the mockups used to show the templates for sale?
I have trouble accessing a product I purchased, what should I do?
There are two ways of accessing a product that you bought:
1. After your purchase an e-mail was sent automatically; it contains a link to enable you to download the files immediately. If you cannot find this e-mail, please check your spam folder. If the e-mail isn’t there either, please get in touch through our contact form and we will be glad to help.
2. When you have created an account. You can access your purchases by clicking on the ‘Order History’ button on the left side of your account page.
In case you cannot access your purchase one way or the other, please get in touch through our contact form and we will send you a new download link.
I have trouble downloading a product, what should I do?
In case the download is disrupted, due to a slow internet connection or server issues, please get in touch through our contact form and we will send an alternative download link.
I have trouble opening a file, what should I do?
The help document, included in the download, will tell you how to open the files using the right software. Should you still have a problem opening a file, please get in touch through our contact form and we will be glad to help.
I received an Adobe program error message, what should I do?
The precise cause of a program error usually lies in your software presets being different from those of the file you are trying to open, for instance when you are using a Middle Eastern text engine while the file you are trying to open uses an East-Asian one. You can try and reset those presets by opening Photoshop, then search for ‘Photoshop’ (in the top left corner) > ‘Preferences’ > ‘General...’ and finally select the ‘Reset Preferences On Quit’ button. This will reset all preferences to the standard Photoshop presets after restarting Adobe Photoshop.
For further questions please get in touch through our contact form and we will be glad to help.
Do I need advanced knowledge of the software to adjust a template?
It is recommended to have some basic knowledge of Adobe Photoshop and Adobe InDesign when using a template or mockup bij Ruben Stom Design. However, it is not very hard to adjust the colors and replace the images and text. Moreover, a help guide is included in the download, covering the basic steps on how to use the product.
Is Adobe software required to adjust a product I purchased?
All templates by Ruben Stom Design can be edited with Adobe Photoshop or Adobe InDesign, depending on the product: printable templates are compatible with Adobe InDesign, digital ones with Adobe Photoshop. Adobe Photoshop templates cannot be edited using Adobe InDesign and vice versa. If you do not own the right software you can download a free trial for 7 days by clicking the links below and you’ll be able to adjust the templates to your needs.
Adobe InDesign: https://www.adobe.com/products/indesign/free-trial-download.html
Adobe Photoshop: https://www.adobe.com/products/photoshop/free-trial-download.html
Adobe Photoshop templates can also be edited with Photopea’s free online editor. However, functioning depends on the quality of the internet and it doesn’t work offline. For further questions please get in touch through our contact form and we will be glad to help.
Which software version is required in order to use a template?
It depends on the product which software version is required. Adobe Photoshop products need Adobe Photoshop CS4 or a more recent version. As far as the printable products are concerned, every download contains IDML files which are compatible with Adobe InDesign CS4 and above. You can also open the products with the latest cloud versions of the Adobe software (Adobe CC versions). In the download you will find instructions helping you to find and open the correct files.
5. Your Account
Do I need to create an account to place an order?
It is not necessary but our advice is to create an account before you buy one of our products in order to have all-time easy access to your purchases in your account record.
To complete an order without creating an account: add your favorite products to your cart, open your cart and click on ‘continue to check out’, then choose ‘continue as guest’ and fill in your personal details.
I forgot my password, what should I do?
To reset your password follow these four steps:
Click on ‘Account’ - the ‘Account’ button is on the right side of the top bar on the website. Click on the grey ‘Forgot your password?’ button. Fill in your e-mail address and click on ‘Submit’. You will receive an e-mail where you can change your password.
Where can I see my order history?
Log in to your account and go to the your account page. Click on the ‘Order History’ button on the left side of your account page. You will now be able to see your order history.
I subscribed to the mailing list but haven’t received any e-mails, what should I do?
After your registration on the mailing list you will automatically receive a confirmation e-mail. In case you haven’t received this e-mail, please check your spam folder. If it isn’t there either, get in touch through our contact form and we will be glad to help.
Do you offer tax-free shopping?
Outside the European Union your purchase is free of VAT/GST (21%). Once you have selected your country, the price will be adjusted automatically. Companies operating within the EU can shop free of VAT/GST by filling in a VAT/GST ID number on the checkout page.
How is VAT/GST calculated?
The VAT/GST amount will be calculated automatically on the basis of the data (address and company particulars) you fill in on the checkout page.
How come the figure on the checkout page is different from that in the shop?
The VAT/GST calculation is based on your address and company particulars, filled in on the checkout page.
Can I have my TAX ID number on my invoice?
If you fill in a VAT/GST ID number on the checkout page you will find it on the invoice - this is an automatic process. In case you forgot to fill in the VAT/GST ID number or want a personalized invoice, please get in touch through our contact form and we will be glad to help.
Get in touch
Have questions about your order, or a general enquiry?