Frequently Asked Questions

Site-Related Questions
Purchasing-Related Questions
Usage-Related Questions
Contact

Site-Related Questions

Q: I’m having trouble logging in.
A: Please check if you are using the correct email address and password. See if your keyboard is in CAPSLOCK mode. Capital letters and unwanted spaces are often reasons for the password being rejected. You may also resend your password via email on the login page.

Q: I sent a message via the Contact form/email but have not received a reply.
A: Please check your Spam folder in case our email was filtered in there by mistake. If it’s not in there, please re-send your question. We apologize for the inconvenience.

We endeavor to answer all emails within 1-2 working days. However, we are sometimes unavailable due to extended shooting assignments, vacation or other circumstances. In such cases we update the front page regarding our schedule. We hope for your understanding and patience.

Q: I want to change my registered information (email, password et al).
A: Please read the “How to Change Your Profile” guide. Click here to change your User Profile details.

Purchasing-Related Questions

Q: What is the purchasing process like?
A: Purchasing is easy and can be done in minutes. Please read “How to Purchase a Standard License” for a step-by-step guide.

Q: Is there a registration fee?
A: No. Registration is completely free.

Q: What is a Royalty-Free image?
A: A royalty-free image grants the user the rights to use the image as many times as and within the limits stated in the End User License Agreement. It is called “royalty-free” because you don’t have to pay us each time you use the image. For example, you purchase Image A and use it as a cover for your published book. Several months later you also use it for your blog article. A few years later you print the image to hang on your wall. Image A has been used 3 times within the span of several years but you only pay for it once, when you purchase it from us.

Please note that “royalty-free” is not equivalent to “rights free”, “copyleft” or “public domain”. We the photographers keep the copyright to the image and grant you usage rights (royalty-free license) as stated in the End User License Agreement.

Q: I am unable to download what I just purchased.
A: Please check if your Internet connection is working (by viewing other websites, etc). Try closing your browser and signing in again. Images you have purchased may be downloaded again as many times as you need.

It may also be the result of an error on our server’s side. If that is the case, we apologize for the inconvenience. Please send us a message with the error you are encountering, as well as the image number or title of the product you purchased, so that we can send you an alternative download link. Our email is store(at)beverlyclaire.com

Q: Where can I get an official receipt/proof of purchase?
A: After you pay through our Payment gateway, Paypal, you will be issued an online receipt via email. For those who have purchased manually (by emailing us) and paid with bank transfer (available only to customers residing in Japan), you will be issued a PDF invoice and receipt via email.

Q: Can I order via email and pay via bank transfer (non-Paypal)?
A: Yes. However, at this moment we only accept bank transfers for those residing in Japan. If you are a resident of Japan, please contact us so we can manually process your order.

We are unable to process International checks or money orders. We hope for your understanding.

Q: May I return a purchased/downloaded product?
A: No. Please understand that, since we offer only digital downloads, there is no way we can verify whether a purchased image has not been used prior to its return. Purchases made on this site are non-returnable and non-refundable. We hope for your understanding and cooperation.

Q: How do I purchase an Extended License?
A: At the moment, EL purchases are processed manually. We sincerely apologize for the inconvenience and hope to rectify the situation soon. In the meantime, please make an EL order via this purchase form.

Usage-Related Questions

Q: May I edit/make changes to the purchased image?
A: Yes. You may trim, reverse, resize, change colors, add text, cut and paste, etc the purchased image. Please see the End User License Agreement for usage limitations.

Q: May I upload and sell the purchased image to POD (Print-on-Demand) sites?
A: No. POD sites (e.g. Zazzle, CafePress, RedBubble, Society6, Fine Art America, Imagekind etc) are considered Third-Party sites. Most of these sites require the granting of an unlimited or all-inclusive license to use the uploaded image for selling/re-production, promotion, advertising etc by an unknown number of users and purposes. This is known as sub-licensing and is a violation of our End User License Agreement.

If you would like to have an image on a Zazzle product, please contact us so we can upload the image, create the product and send you the purchase link. We run a Zazzle store carrying our original photography.

More Questions?

Please use the contact form below, or send an email to store(at)beverlyclaire.com

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