Lost or deleted files

I’ve lost all my files😭 Is there any way you can help?

For any number of reasons, from accidental deletion, to device or component failure, there is always the possibility that you may need to re-download your purchases.

Can we assist? Absolutely, but please check the following, to ensure we assist you in the most efficient way possible.

Purchases directly from The Crafty Witches website

Do you still have access to your original email address? 

If you still have access to the email address you originally bought & downloaded from, drop us a line to hello@thecraftywitches.co.uk explaining the situation you are in and let our team investigate our database. We will possibly be able to resend links directly to your inbox. 

Please be aware that if you have purchased many items from us, we may need to do these in batches, both for our own administration needs to save duplication of requests, but for your convenience too. 

Do please be mindful, our system requires all links to expire after 120hrs, (5 days), from point of issue, for security reasons, so reactivating all links all at once may not be suitable for either of us.

Do you not have access to the original email address, but know what it was?

If you don’t have access to the original email address, but remember what it is, drop us a line from your new address, & let us know your full name & postal address, and we’ll investigate. 

We cannot resurrect the original links, as they will default to your original email address, but we can send you personal links via our WeTransfer platform. As above do appreciate if you have multiple titles to download, it may be prudent to do these in batches. 

We can ''double zip'' transfers on the WeTransfer platform, so if you have a fast enough internet connection you may wish us to send a few titles at a time in one bundle. Do please let us know your preference when you contact us.

Do you no longer have access to your original email address, and cannot remember what it was?

Please drop us an email and try to include as many details as you can, we will have to cross check multiple details to get the appropriate information, but the more info we have the better the chance of picking up all your orders on our system.

In all the cases above, it might take a wee while, but we will get you conjuring spells again soon.

Purchases from broadcast partners

If you bought our products or offers from any of our current or prior broadcast partners, ie HobbyMaker, The Craft Store, HobbycraftTV, Highlight Crafts, Shop UnlimitedTV/Craft Unlimited TV, then your first port of call should be to your online account on their dedicated website. Please do respect they are the 'vendor' & as such there should be a facility for you to re-download your purchase from your original order 

If you have difficulties accessing your account, do contact the relevant Customer Care contact, who in turn, should they be unable to assist you, will contact us directly.

Unfortunately we have no mechanism to access these providers on your behalf.

Want to safeguard yourself from this happening?

Check out our article on storage solutions. It may save a lot of frustration in the short term, and give you peace of mind in the long term