Customer Service Hours

Please make a note of Hollie's customer service hours. As always, customer service is top priority.

Monday - Friday: 8:30am-5pm (PST)
Saturday - Sunday: closed (PST)

Please allow at least 24 hours for a reply, although most response times are much shorter. Messages sent Saturday or Sunday will be answered on Monday.

Thank you!!

Invalid login or password:
We maintain separate records for our forums and our shoppe. You are not automatically registered in the shoppe when you register in our forums.

If you are having trouble logging in, and you are certain your username and password are correct, please close this browser window and open a new browser window. This most often addresses login issues. User names and passwords are case sensitive.

Your Order Show As "Queued"

Every now and then, orders may show with a status of "Queued."   Please wait approximately 10-15 minutes before contacting us.  Often, queued orders are simply waiting for payment confirmation to be communicated back to the store from Paypal.  If your order remains on this status for an inordinate amount of time, please feel free to contact us.


You should have received an email with your download links.  If not check your spam box and add to your address book.


You can also log into the shoppe. Scroll down and on the bottom left, you will see "Order History." Click that. Then select "All Dates". Click Search. That will bring up your all your orders. Click on the order number and that will take you to the download link.

*Remember, if you are having problems downloading, be sure to disable your firewall.
You have 168 hours to download your order (7 days.)

Troubleshooting a download:
With the endless combination of web browsers and operating systems, occassionally there can be hiccups. If you should experience a download error, the following will generally resolve the issue. 

First, delete all corrupt downloads and empty  your trash. Restart your computer and try downloading again. If its still an issue, try using another browser to download. This fixes the issue 99.9% of the time. IE is a notoriously bad browser and generates many errors. We HIGHLY recommend using Firefox.

Accessing The Images In Your Download:

Once you have downloaded the file to your computer, you will need to unzip the file to access the folder. For a PC, simply right-click on the zip file and select "unzip or uncompress" and follow the prompts your computer gives you. For a Mac, you will need an application like Stuff It Expander to unzip it. After you unzip your files, you will have folders with the workable images in them. You will then need to open them in a program that can handle .jpg and .png images. 

Resetting Download Links
We will reset product download links within the first 30 days after product purchase (with the exception of LAST CALL and Freebies, which can not be reset), with a reasonable explanation as to why you were unable to download your products. Links older than 30 days old are subject to reset approval. We can not reset orders for designers that are retired or are no longer with us. We can also not reset order for any products that have been retired as they are no longer on our server.  We highly recommend backing up your purchases frequently on an external hard drive (EHD) or burning them to CD or DVD.

As always, please contact Customer Service if you have any further questions. Thank you!


How to Download Your Order

There are three ways to download your orders.
Please click the link below to a little walk-thru tutorial.