Questions? Start here.
Find answers about Brushes Pack orders, payments, digital downloads, guest purchases, accounts, file formats, installation, compatibility, refunds, licensing, memberships, and customer support.
Looking for a quick answer?
Where is my download? ↓ I purchased without an account ↓ I used the wrong email address ↓ Will this product work with my software? ↓ Can I request a refund? ↓Where is my download?
After a successful digital-product order, download information may be available from the order confirmation, order email, and—when applicable—your Brushes Pack account. If you cannot find it, work through the steps beside this message before contacting support.
Look for your Brushes Pack order or download email.
Automated order emails can occasionally be filtered by email providers.
If your order is connected to an account, review the available Downloads or Orders area.
Contact support with your order number and the email address used to purchase.
Orders, Checkout & Payments
Answers about placing orders, guest checkout, order emails, payments, duplicate purchases, billing, and identifying an existing order.
How do I place an order on Brushes Pack?
Choose the digital product you want, review the product information and compatibility, add it to your cart, and complete the checkout process using an available payment method. After successful payment, the order is processed as a digital purchase.
Do I need an account to place an order?
Depending on the checkout configuration available at the time of purchase, an order may be placed without first creating a customer account. Your purchase email and order number are therefore important even if you checked out as a guest.
I purchased as a guest. How do I get my files?
Guest purchases do not necessarily require an existing account to receive the purchased digital files. Check the order confirmation and the email address used at checkout for your order and download information.
If you cannot access the purchased file, contact support with your order number and purchase email.
I did not receive an order confirmation email. What should I do?
First check your Spam, Junk and Promotions folders and search your mailbox for “Brushes Pack” or your order information.
If the email is still missing, contact support and provide the email address you believe you used at checkout, along with any order number or payment information available to you.
I entered the wrong email address during checkout. What should I do?
Contact Brushes Pack support and explain that the email address entered during checkout was incorrect. Provide your order number if available, the incorrect email entered, the correct email address, and any other information that helps identify the purchase.
How can I find my order number?
Your order number may appear on the order confirmation page, order email, receipt, or within your account order history when the purchase is associated with an account.
Why is my order still processing or on hold?
An order may remain pending, processing, or on hold while payment confirmation or another checkout process is being completed. Do not repeatedly place the same order if you are unsure whether the first payment succeeded.
If payment appears to have been charged but the order is not available, contact support with the order details.
My payment failed. What should I do?
Confirm that your billing and payment information is correct and try again if appropriate. Your bank or payment provider may also decline or block a transaction.
If you see a charge despite receiving a failed-payment message, avoid placing multiple additional orders until you have checked whether the payment was completed.
What payment methods are available?
The payment methods displayed during checkout are the methods currently available for your transaction. Availability can depend on the payment provider, device, browser, country, currency, or checkout configuration.
Can I use Apple Pay or Google Pay?
If Apple Pay or Google Pay is presented as an available option during your checkout, you can select it. Availability may vary according to your device, browser, payment provider, and region.
I accidentally purchased the same product twice. What should I do?
Contact support as soon as possible with both order numbers and explain that the purchase appears to be duplicated. The orders can then be reviewed against the applicable Refund Policy.
I see two charges. Does that mean I placed two orders?
Not necessarily. Check your order emails and payment records first. If you believe you were charged more than once, contact support with the relevant order numbers and transaction details so the records can be reviewed.
Can I change a product after placing my order?
If you selected the wrong software version or product, contact support with your order number and explain exactly what was purchased and what you intended to purchase. Because digital products can be delivered immediately, any available resolution depends on the circumstances and applicable policies.
Can I cancel an order after payment?
Digital products differ from physical goods because access may be provided shortly after payment. Please review the Refund Policy and contact support if you believe your situation requires review.
Does buying one product create a recurring subscription?
A normal one-time product purchase should be understood according to what is shown during checkout. A separate membership or subscription should only be treated as such when it is specifically identified as a recurring or membership product.
Always review the cart and checkout details before confirming payment.
Do you ship anything to my home?
No physical creative files are shipped for digital-download purchases. Brushes Pack focuses on downloadable digital products delivered electronically.
Downloads, ZIP Files & Missing Files
Help with accessing downloads, expired links, ZIP archives, corrupted downloads, missing files, and re-downloading an order.
How soon can I download a digital product?
When an order and payment have completed successfully, digital download information is generally made available through the applicable order-delivery method. If payment is still pending or the order has not completed, access may not yet be available.
How long are my download links available?
Brushes Pack download access may be limited rather than permanent. Our standard support information currently uses a 60-day download period. We recommend downloading your purchased files promptly and keeping a secure backup for future use.
Why should I save a backup of my purchased files?
Digital download access should not be treated as permanent cloud storage. After downloading your purchase, keep a backup on your computer, external storage, or another secure location that you control.
My download link has expired. What can I do?
Contact support with your order number and purchase email. We can review the relevant order and determine what assistance is available.
My download does not start when I click the link. What should I try?
- Try a current browser such as Chrome, Safari, Edge, or Firefox.
- Disable any browser extension that may be blocking downloads.
- Check whether your browser asked for permission to download the file.
- Try a different network or device if available.
- Make sure there is enough storage space on your device.
If the issue continues, contact support with your order number and product name.
The downloaded file is a ZIP file. Is that normal?
Yes. Many digital products are packaged in .zip archives so multiple files can be delivered together. The ZIP archive normally needs to be extracted before you import or open the files inside it.
How do I unzip a file on iPhone or iPad?
Open the Files app, locate the downloaded .zip archive, and tap it to create an extracted folder. Open that folder to access the included files.
How do I unzip a file on Windows or Mac?
On Windows, right-click the ZIP file and choose the available extraction option. On macOS, double-clicking the ZIP archive normally extracts its contents automatically.
The ZIP file says it is corrupted or cannot be opened. What should I do?
Delete the incomplete file and download it again using a stable internet connection. Interrupted downloads can result in incomplete archives. If a newly downloaded copy still cannot be extracted, contact support with the order and product details.
My downloaded folder appears empty. What should I do?
Make sure the archive was fully downloaded and extracted rather than merely previewed. Check the extracted folder and any subfolders. If the expected product files are genuinely missing, contact support with your order number and product name.
The product description mentions a file that is not in my download. What should I do?
Contact support with your order number, the product name or URL, and the exact file or item you believe is missing. We can review the product information and the download associated with the order.
Can I download my purchase on another device?
Within the available download period and subject to the applicable product terms, you can generally download your purchased files to a suitable device that you control. Software compatibility still applies.
Can Brushes Pack store my files permanently for me?
You should not rely on Brushes Pack as permanent storage for purchased files. Download your purchase within the available access period and maintain your own backup.
Why is my file downloading slowly?
Download speed can depend on file size, your internet connection, network congestion, browser behavior, device storage, and the delivery location of the file. Avoid repeatedly starting the same large download at the same time.
Software, Compatibility & Installation
Important information about Procreate, Photoshop, Clip Studio Paint, Illustrator, Lightroom, After Effects, file formats, and software requirements.
Will every Brushes Pack product work with my software?
No. Compatibility is product-specific. A file created for one application may not work in another application even if both programs perform similar creative tasks.
Always check the individual product title, description, included file formats, and stated compatibility before purchasing.
What is a .brushset file?
A .brushset file is commonly used for Procreate brush sets. If a product is supplied specifically as a Procreate brush set, you need a compatible version of Procreate to use it.
What is an .abr file?
.abr is a brush format commonly associated with Adobe Photoshop. Compatibility with other applications should not be assumed unless the individual product or software documentation specifically supports it.
What is a .sut file?
.sut is a brush/tool format associated with Clip Studio Paint. A product supplied as a .sut file should be used with compatible Clip Studio Paint software.
Can I use a Procreate brush in Photoshop?
Do not assume that a Procreate-specific brush file will work in Photoshop. These applications use different brush systems and file formats. Purchase the version specifically listed for the software you intend to use.
Can I use Photoshop brushes in Procreate?
Some software versions may support importing certain formats, but compatibility can vary and imported brushes may behave differently from their original application. The safest approach is to rely on the compatibility stated on the individual product page.
How do I install Procreate brushes?
After extracting the download if necessary, locate the compatible Procreate brush file on your iPad and open/import it into Procreate. The exact process can vary by file type and Procreate version.
How do I install Photoshop brushes?
Extract the downloaded archive if required, locate the compatible brush file—commonly .abr—and import or load it through Photoshop’s brush-management interface. Menu names can vary by Photoshop version.
How do I install Clip Studio Paint brushes?
Extract the downloaded files when necessary and import the compatible brush or tool file into Clip Studio Paint using the application’s supported import process. Follow any instructions included with the product where available.
Do I need Procreate to use a Procreate product?
If a product is specifically described as a Procreate resource, you should expect to need compatible Procreate software unless the product page explicitly states additional supported formats or applications.
Does my purchase include the software itself?
No, unless a product page explicitly states otherwise. Brushes Pack sells digital creative resources and add-ons. Third-party applications such as Procreate, Photoshop, Illustrator, Clip Studio Paint, Lightroom, or After Effects are separate products from their respective developers.
Will a product work on Windows and Mac?
That depends on the product, file type, software, and sometimes the specific plugin or application version. Do not assume that a Windows plugin works on macOS or vice versa. Review the product information before purchasing.
Will an After Effects plugin for Windows work on Mac?
Not necessarily. Some plugins contain platform-specific files. If a product only includes a Windows-specific plugin file, it should not be assumed to contain a macOS version. Check the product description and stated platform before purchasing.
My software says the file is unsupported. What should I do?
First confirm that you purchased the correct version for your application and that the file has been extracted from its ZIP archive. Then compare the product’s stated compatibility with your software and version. If they should match but the file still fails, contact support.
Can Brushes Pack guarantee compatibility with future software versions?
Software developers can change file formats, APIs, plugin requirements, and application behavior over time. Compatibility should therefore be evaluated against the product information and the software environment you currently use.
Know what you are downloading.
These are examples of formats customers may encounter. The actual files included depend entirely on the individual product.
.brushset
Procreate
A common Procreate brush-set format used for compatible digital brush collections.
.abr
Photoshop Brushes
A brush format commonly associated with Adobe Photoshop and compatible workflows.
.sut
Clip Studio Paint
A tool or brush-related format commonly associated with Clip Studio Paint.
.zip
Compressed Archive
A container that may hold one or more product files and usually needs to be extracted first.
Refunds, Incorrect Products & Order Problems
Questions about digital-product refunds, duplicate orders, incorrect versions, missing files, and what to do when a purchase does not appear as expected.
Do you offer refunds on digital products?
Because Brushes Pack sells digital downloadable products, refund eligibility is governed by our current Refund Policy. Please review that policy for the applicable terms rather than assuming a digital purchase can be returned in the same way as a physical item.
What if I purchased the wrong software version?
Contact support with your order number and explain which version you purchased and which version you intended to purchase. Any available resolution will depend on the product, order circumstances, and applicable policy.
What if the product is different from the description?
If you believe the actual download materially differs from what the product page stated at the time of purchase, contact support with your order number, product link, and a clear explanation of the discrepancy so it can be reviewed.
What if a promised file is missing from the download?
Contact support and identify the exact file or item stated on the product page that you cannot find. Include your order number and product name or URL.
What if I accidentally bought the same item twice?
Send both order numbers to support and explain that the second purchase was accidental. The duplicate transactions can then be reviewed according to the applicable policy.
Can I receive a refund simply because I changed my mind?
Digital products have different return considerations from physical products because access to the file may already have been supplied. Please consult the Refund Policy for the current applicable terms.
What if I cannot use a product because I bought it for the wrong software?
Compatibility should be checked before purchase. However, you can still contact support and explain the situation. Any available resolution depends on the specific circumstances and applicable policies.
What if the download file itself is broken?
Try downloading a fresh copy first. If the file remains unusable and the problem is not caused by incompatible software or an incomplete download, contact support with the order and product details.
How do I submit a refund-related request?
Review the Refund Policy, then use the Contact Us page and provide the relevant order number, purchase email, product, and reason for your request.
Licensing, Commercial Use & Intellectual Property
General guidance about using purchased resources. Product-specific or applicable license terms should always take priority.
Can I use a purchased resource for commercial work?
Commercial-use rights depend on the license applicable to the specific product. Do not assume that every item in a large digital marketplace has identical licensing terms. Review the product information and applicable license terms before commercial use.
Are all Brushes Pack products licensed under the GPL?
No broad assumption should be made that every creative asset on Brushes Pack uses the same license. Brushes, textures, presets, templates, plugins, and other digital resources can have different licensing considerations.
Our GPL License page provides information relevant to products where GPL licensing applies.
Can I resell the raw files I purchase?
Purchasing a digital resource does not automatically give you the right to redistribute or resell the original files. Review the applicable license before sharing, redistributing, sublicensing, or reselling any source asset.
Can I share my purchased download with friends or coworkers?
Do not assume a purchase allows unrestricted sharing of the original files. Sharing rights depend on the applicable license. Each user or organization should follow the terms associated with the resource.
Can I use a brush to create artwork for a client?
This depends on the applicable product license. In many creative workflows, a distinction exists between using a tool to create finished work and redistributing the tool itself, but you should rely on the actual license applicable to the product.
Can I sell artwork I create using a purchased brush?
Whether commercial artwork is permitted depends on the applicable license. Review the product and licensing terms before using an asset in products, merchandise, client work, or other commercial projects.
Can I upload the original digital files to another website?
Do not redistribute original source files unless the applicable license expressly permits that use. Purchasing access to a resource is not the same as acquiring ownership of all intellectual-property rights in that resource.
How can I report a copyright concern?
If you believe content available through Brushes Pack raises a copyright concern, review our DMCA page for the relevant reporting information.
Accounts, Membership & Customer Support
Questions about accounts, guest orders, Premium Membership, contacting support, operating hours, and getting help efficiently.
I cannot log into my account. What should I do?
First confirm that you are using the correct email address and login credentials. If your original purchase was made as a guest, it may not automatically appear under a newly created account.
I created an account after purchasing. Why is my old order not showing?
An earlier guest order may not automatically become associated with a newly created account. Keep the original order email and order number. If you need help locating the purchase, contact support.
Can support find my order using my email address?
The email address used during checkout can help identify an order. Providing the order number as well is preferable whenever you have it.
What if support cannot find an order under my email address?
Check whether you used another email address, Apple Pay/Google Pay-associated information, or made a typing error during checkout. If available, provide the order number or relevant payment details to help identify the purchase.
How do I contact Brushes Pack support?
Use our Contact Us page or email [email protected].
What should I include in a support request?
- Your order number, when available.
- The email address used for the purchase.
- The product name or product URL.
- A clear explanation of the issue.
- The software or platform involved if the problem is technical.
What are Brushes Pack support hours?
Our listed standard operating hours are Monday through Friday, 9:00 AM to 5:00 PM UK Time. Messages can still be submitted outside those hours for later review.
What is Brushes Pack Premium Membership?
Premium Membership is separate from an ordinary one-time product purchase. For current membership features, terms, pricing, and other details, review the Premium Membership page.
Does buying a normal product automatically enroll me in Premium Membership?
A normal individual product purchase should not be confused with a separately identified membership product. Review your cart and checkout information to understand exactly what you are purchasing.
Where can I read Brushes Pack’s policies?
You can review our Privacy Policy, Refund Policy, Terms & Conditions, DMCA information, and GPL License information.
How can I contact you before purchasing?
If an important product detail or compatibility requirement is unclear, use the Contact Us page and include the product URL and your question.
General Brushes Pack Questions
Additional information about digital products, product pages, updates, storage, security, and shopping responsibly for creative resources.
What exactly does Brushes Pack sell?
Brushes Pack is an online marketplace for downloadable creative resources. Depending on the product, the catalog may include brushes, actions, textures, overlays, presets, mockups, templates, patterns, palettes, effects, plugins, and other digital assets.
Are the products delivered physically?
No. The creative products sold through Brushes Pack are digital downloads rather than physical merchandise.
Why should I read the full product description before purchasing?
Digital assets can differ substantially in file format, software compatibility, operating-system support, included files, installation requirements, brush counts, features, and licensing. The individual product page is therefore an important source of purchase information.
Are all products the same type of file?
No. Different creative applications use different formats. Even two products within the same category can contain different file types and resources.
Can product contents change or be updated?
Digital products may occasionally be corrected or updated. The information displayed on the current product page describes the current listing, while an older order may have been placed when different information or files were available.
What if I have a question that is not listed in this FAQ?
Please visit the Contact Us page. Include enough information for us to understand your question without having to guess which order or product you mean.
Should I contact my bank before contacting Brushes Pack about an order?
If your question concerns whether a Brushes Pack order exists, a duplicate purchase, or a digital file, contacting us with the order information can help clarify the store records. For banking-specific authorization, card, or account matters, your payment provider may also need to assist you.
Is Brushes Pack responsible for third-party creative software?
Brushes Pack provides digital resources intended for use with compatible software where stated. Third-party applications and their updates, features, subscriptions, system requirements, and technical operation are controlled by their respective developers.
Can you install the product on my device for me?
Support can help clarify available product and file information, but installation takes place on your own device and within the relevant third-party software. Never send passwords or other sensitive account credentials in a support request.
Should I send my card number or password to support?
No. Do not send full payment-card numbers, passwords, security codes, or other sensitive login credentials. Order number, purchase email, product name, and a description of the issue are normally much more appropriate for identifying a support request.
Where can I learn more about Brushes Pack?
Visit our About Us page for more information about Brushes Pack, the marketplace, digital delivery, customer support, and our approach to creative resources.
Still can’t find the answer? We’re here to help.
Send us your order number, purchase email, product name, and a clear description of the issue when applicable. Providing those details helps us understand your request more efficiently.
For order, download, file, product, compatibility, or website questions, use our dedicated contact page.
Contact Support