Frequently asked questions

All LumiGrid products are digital. No physical item will be shipped. Each product page explains the files, templates, or download links included with your purchase.

Access is provided after payment has been processed. Learn more about delivery methods on our Digital Delivery page.

Check the order confirmation page and the email address used at checkout. For step-by-step help, read our download instruction

First, try opening the link in a current browser and check that you are using the same email address associated with your order. If the issue continues, contact us with your order number, product name, and a screenshot of the problem.

Most LumiGrid templates can be edited with a free Canva account unless the product description states otherwise. Some fonts, images, or Canva features may require Canva Pro, so please review the product details before purchasing.

Editable elements vary by product. Most templates allow you to update wording, fonts, colours, and layout. Any artwork or design elements that cannot be edited will be identified in the product description.

Download the PDF supplied with your purchase and open the template link inside it. Canva will prompt you to create or use a copy of the template in your own account.

No. When you open the supplied Canva link, you should create a copy in your own Canva account. Your edits will be applied to that copy rather than LumiGrid’s original template.

Custom editing is not included unless it is specifically listed as part of the product. You are responsible for updating names, dates, wording, colours, and other personal details.

Yes, where those elements are editable. You can upload supported fonts with an eligible Canva plan or select fonts from Canva’s library. Always check font licensing before using an uploaded font commercially.

Yes, provided your printer supports the required paper size and weight. For the most consistent colour, trimming, and paper options, we recommend using a professional or local print service.

In Canva, PDF Print is generally the best option for professional printing. Confirm the printer’s requirements before exporting, particularly for bleed, crop marks, colour settings, and paper size.

No. LumiGrid products are digital design files or templates. Paper, envelopes, printing, trimming, assembly, and shipping are not included unless explicitly stated.

Screens display colour using light, while printers reproduce colour with ink or toner. Paper, printer settings, ink, and screen calibration can all affect the final result. We recommend ordering or printing a test copy before producing the full quantity.

Yes. Always review a physical proof before printing the complete order. Check spelling, dates, margins, image quality, colour, paper choice, and trimming.

File formats vary by product and are listed on each product page. Illustration sets may include high-resolution PNG files, SVG files, or both.

PNG is a raster format that works well for transparent artwork in Canva, Photoshop, and many other applications. SVG is a vector format that can be resized without losing quality and may allow further colour or shape editing in compatible software.

This depends on the file format and software. SVG files may allow colour editing in compatible vector applications. PNG files are flattened images and require image-editing software for colour adjustments.

Client and commercial use depends on the license purchased. Review the product’s license options and the LumiGrid License page before using artwork in paid client work or products for sale.

LumiGrid PSD mockups are designed primarily for Adobe Photoshop. Check the individual product description for required features, file specifications, and compatibility information.

Canva does not provide full support for Photoshop Smart Objects and layered PSD editing. For the intended editing experience, use Adobe Photoshop or compatible software that supports the required PSD features.

A Smart Object is a Photoshop layer that allows you to insert your design while preserving the mockup’s perspective, placement, and other effects. Open the Smart Object, place your design, save it, and return to the main mockup file.

Editability varies by product. Review the product description to see which objects, colours, shadows, backgrounds, or design areas can be adjusted.

Displayed designs, photographs, fonts, or decorative items are included only when explicitly stated in the product description. Product images may show examples of how the mockup can be used.

Choose a Personal license for eligible non-commercial personal projects. If you are using an asset for client work, business marketing, or products for sale, review the Commercial and Extended Commercial options provided with the product.

No. Original templates, illustrations, mockups, and source files may not be resold, redistributed, shared, sublicensed, or offered as standalone downloads.

Unless a product license explicitly states otherwise, LumiGrid assets may not be used as part of a registered logo, trademark, or exclusive brand identity.

This depends on the product and license. You may not sell or distribute the original source files or create a product that allows customers to extract them. Review the relevant license before creating digital end products.

No. A license applies to the individual or business that purchased it and may not be transferred or shared with another person or company.

Because digital products cannot be physically returned, purchases are generally non-refundable after files or access links have been delivered. If you experience a technical issue, contact us and we will help investigate it.

Contact us as soon as possible and do not download or access the files. We cannot guarantee an exchange, but we will review the circumstances of the order.

Include your order number, the product name, the email address used at checkout, and a clear description of the issue. Screenshots are helpful for technical problems. Never send passwords or payment information.

Use the Contact page for assistance with an order, download, product, or license. Please check this FAQ first, as many common questions are answered here.

Still need help? Visit our Download Instructions or Contact LumiGrid

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Frequently asked questions