Answer 12 of 12
How do you report a problem with these flower stock photos?
Broken downloads, wrong identifications, rights concerns and takedown requests: what to send so the answer arrives in one exchange.
Things go wrong. What follows is what to include so the problem is fixed on the first reply rather than the fourth.
Always include the asset id
Every image has a thirty-two character asset id. It appears in the file metadata of anything you have downloaded, in your purchase receipt, and in the page source of the image page. Titles change and slugs change; the asset id does not.
If your problem concerns a purchase, include the PayPal order id too. Those two identifiers together resolve almost every question without further correspondence.
The common cases
The download failed or the link expired. Send the order id. The purchase is recorded independently of the link, so reissuing it is immediate.
The file will not open, or looks corrupted. Send the asset id and tell us the file size you received. A truncated download and a genuinely bad file look identical from your side and are trivially distinguishable from ours.
The image is smaller than the page said. Send the asset id and the dimensions you actually got. If the specification table is wrong, it is a catalogue error and we will refund the difference or the purchase.
A species identification looks wrong. Send the asset id and what you believe the plant is. Botanical corrections are welcome and we act on them; a wrong name in the catalogue propagates into other people's captions, so this is genuinely useful to us.
Rights concerns and takedowns
If you believe an image infringes your copyright, or shows property or a person in a way that requires a release we do not hold, write to us with the asset id, a description of your interest, and enough detail to identify the material. We will take the image out of the catalogue while the matter is looked at, rather than after.
If you are the photographer of a frame you believe was published here without permission, say so plainly and include whatever evidence of authorship you have. This is treated as urgent.
What we cannot help with
We cannot advise on whether your specific use is lawful in your jurisdiction, review your packaging copy, or confirm health, cosmetic or medicinal claims. We can tell you what the licence permits, and we will, in plain language.
Response
Expect a reply within two working days. If a purchase is blocked, say so in the first line of your message and it moves to the front.