Photographing beauty throughout the world and sharing our experiences with others
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Help

Digital Downloads

I have tried to download my order but with no success. Help?
The audio on my video file is out of sync.
I’ve bought a downloadable product. Where do I find the download button again?

Member Accounts

I can’t sign into my account

Discount Codes

I have a discount code but it has expired. Can I redeem it?
I have a discount code but forgot to use it for my order.

Security

Is passionphotographyexperience.com secure?

General Questions

I am having general problems accessing or buying from your website.
Your website indicates that an experience is available, yet I cannot purchase it.
I would like to cancel an order or workshop booking. Can I have a refund?

Payments & Receipts

My payment is being refused or my transaction declined.
I have not received a receipt or I need a copy receipt.
I wish to pay with a PayPal account that is not in my own name
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I have tried to download my order but with no success. Help?

When trying to open a downloaded file you may see an error message stating that the file is either corrupt, doesn’t exist or incomplete. Or the file may simply not open at all. This generally indicates that you have a partial download file that has not downloaded completely.

We split our videos into smaller files to make it easier and quicker for you to download them. We also use a super-fast and reliable Amazon server to host the files. However, in some cases, downloading more than one file at a time can increase the chances of your internet connection timing out, cutting short the download process.

Before trying again, please follow these quick steps and advice:

  1. Reset your internet connection. (Press the reset button on your modem or switch your modem off, wait at least 5 minutes, then switch back on)
  2. Delete/trash the download file that didn’t open.
  3. Go to your browser preferences and reset/delete your browser cache and cookies. (This may help to remove any temporary files created during the process)
  4. Quit and restart your browser.
  5. Attempt the download again.

Other tips:

  • Always download one file at a time to avoid overloading your internet connection
  • Waiting 5 minutes after it looks like the file has downloaded fully before trying to open it. Your computer can take a while to process and transfer the data from a temp file.
  • Try, if possible, to use a different internet browser.
  • Download managers can also help by restarting a download from where is stopped. Many are available online, some are free and can be downloaded as an Add-On or Extension to your browser. We have recommended to many people DownThemAll available for Chrome and Firefox.

Alternative Browsers

If you haven’t already, please try the latest version of Chrome or Firefox. We highly recommend it and you can download them free here: http://www.mozilla.org/en-US/firefox/new/
and here: http://www.google.com/intl/en_uk/chrome/browser/

If you have tried all these options and are still experiencing issues downloading your order contact us and we will try to resolve the issue asap.

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The audio on my video file is out of sync

This problem is usually related to memory allowance or general software/hardware issues. 

Here are a few things to try:

  1. Delete the file, reset your browser cache (in the software preferences/settings) and try downloading the file again.
  2. Restart your computer, close all unnecessary software and try to play the video again.
  3. Empty the cache in your video player software and (if possible) increase the cache/memory allowance given to the software (again, take a look at your settings).
  4. Try a different video player. PC users might like to try this: http://www.videolan.org/vlc/index.html

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I’ve bought a downloadable product. Where do I find the download button again?

If you weren’t automatically redirected to your download links immediately after payment then please check your emails.

The emailed order receipt from us will contain your download links.

If you are having issues downloading your purchase, please contact us along with your order ID (shown on your email receipt) and we’ll do our best to solve the issue.

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I can’t sign into my account or I’ve forgotten my log in details.

Although you may have had an account with Lovegroveshop.com, Passion Photography Experience does not have member accounts. If you wish to access an old invoice or download please contact us and we will send this manually.

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I have a discount code but it has expired. Can I redeem it?

We regret that we cannot extend any offers past their end date.

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I have a discount code but forgot to use it for my order.

Once an order has been placed the discount cannot be applied retrospectively.  We cannot refund or reimburse a discount if a code was not applied at the time of placing the order online. Discount codes and coupons can only be used through the website and cannot be applied to orders placed via the telephone.

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Is passionphotographyexperience.com secure?

Yes, our website is extremely secure.

We use an extremely powerful ecommerce package, which is behind state of the art networking equipment and firewalls. Every measure is taken to ensure that your details are always completely safe.

We do not receive your credit or debit card details, however we are able to make refunds via Paypal.

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I am having general problems accessing or buying from your website.

If you are experiencing any problems such as placing an order, payment issues or any other problems please feel free to contact us and let us know the issues you are experiencing.

If you happen to get an error code or message please include this in your e-mail.

 

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Your website indicates that an experience is available, yet I cannot purchase it.

Please check your basket to ensure it is not already in there. If there is only one place on a workshop or one item available our website will not allow more than one to be added.

 

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I would like to cancel a workshop booking or download purchase. Can I have a refund?

To cancel a workshop booking please contact us.

We cannot make any refunds for downloads as they are immediately available to you once purchased.

Refunds for workshop bookings are subject to us being able to resell your place online.

Learn more about our cancellation policies here.

 

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My payment is being refused or my transaction declined.

It is likely that you are entering incorrect information or your bank card has expired or been put on hold. Please ensure that you enter all your details correctly. If you’re sure they’re correct, please contact your bank.

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I have not received a receipt or I need a copy receipt.

Contact us here.
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I wish to pay with a PayPal account that is not in my own name

Please ask the owner of the PayPal account to email us (from the email address linked to the Paypal account) with authorisation.

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