Downloads, order confirmation and invoices
- Payment and invoicing run through Paddle, the merchant of record. Paddle accepts credit and debit cards, PayPal and regional methods depending on your country.
- Within minutes of payment you get two emails: the Paddle receipt with the invoice, and the HDRI Hub confirmation with a link into your customer portal.
- Downloads are available in the customer portal for 30 days after purchase, up to 10 downloads per file and order.
- Portal login needs your email address and the Paddle order ID from the confirmation email; there is no password.
HDRI Hub has no user accounts. Your purchase is identified by the email address you enter at checkout and the order ID that Paddle assigns. This page walks through what arrives after payment, how to get your files, and what to do when something does not work.
What happens right after payment?
Paddle processes the payment and sends its receipt. Our server receives the completed transaction from Paddle and sends the HDRI Hub confirmation. It contains the order number and a button that opens your customer portal directly, without entering anything. You can also sign in later at /portal with your email address and the order number.
How long can I download, and how often?
Each order stays open in the portal for 30 days from the purchase date. Within that window every file can be downloaded up to 10 times per order. Each download link is valid for 15 minutes once you click it, and a click counts as one download even if the transfer is interrupted, so let large files finish before starting them again. Download and back up your files right after purchase; after 30 days the order is closed and you have to write to support.
I did not get the email
Check the spam folder and the address you typed at checkout, a typo there is the most common cause. The Paddle receipt and our confirmation arrive separately, so one can be delayed while the other is already there. If nothing arrives within an hour, write to [email protected] with the email address used at checkout; we look up the order in Paddle and send the portal link again. Replies within 24 to 48 hours on business days.
The download stops or the archive is damaged
Start the download again from the portal. Large 20K skies are 500 to 800 MB and some browsers stop silently on unstable connections; a download manager that supports resume helps. If a ZIP reports an error after a complete download, compare the file size with the one shown in the portal and download once more. If the problem persists, send the order ID and the file name to [email protected].
Can I get an invoice with my company address?
Yes. Paddle's receipt email has a link to the invoice. On that page you can add your company name, address and VAT ID and download the updated PDF. The customer portal also offers the invoice download per order. Because Paddle is the merchant of record, the invoice is issued by Paddle, and VAT is handled according to your country.
Do you offer refunds?
Digital files cannot be returned, so sales are final once a file has been downloaded. Product pages show previews, resolutions and formats, and the free samples let you test the workflow before you buy. If a file is technically faulty and we cannot fix it, we refund the order through Paddle.