Contact
One address, read by the person who makes the templates. No ticket number, no bot, no queue — normally an answer within one working day, and a real one even when the answer is no.
Email — the fastest way, and the only one we check daily.
[email protected]What to include
A problem with an order — the order reference from your receipt, or the address you paid with. That is enough to find the purchase and resend the download link; you do not need to prove anything else.
A file that is broken or wrong — the product name and what you opened it in. A spreadsheet that behaves differently in Google Sheets than in Excel is a bug worth reporting, not your mistake.
A licence question — what you want to do with the file. The licence page covers the usual cases; the unusual ones are normally fine and we would rather say so than have you guess.
A refund — the terms are on their own page, and you can just ask. Within fourteen days of a broken or mis-described file there is nothing to argue about.
Something smaller
A typo in a guide, a formula that could be shorter, a template you wish existed — there is a for exactly that. It takes a message and nothing else: no name, no address, no account. It lands in the same inbox.
What we will not ask you for
We will never ask for a card number, a password, or a copy of your ID. Payment happens at Paddle's checkout and nowhere else — if a message claiming to be from Foldout asks you for any of those, it is not from us. What we do hold, and for how long, is on the privacy page.