At Fluffys, we believe in the power of creativity. Our platform is a haven for creative professionals and agencies looking for high-quality digital assets. We created Fluffys to cut through the noise and provide a trustworthy, supportive community where quality and creativity thrive. With our in-system loyalty module, earn Fluffys Coins with every purchase and reinvest in your creative journey. Join us and see the potential everywhere.

• Contact page: For direct assistance, visit our Contact Page. Here you can fill out a form with your name, email address, and a detailed description of your issue. Attach any necessary files to help us resolve your problem quickly.
• Slack community: Join our Fluffys Slack channel, where our vibrant community of users can offer immediate assistance and share their insights. This is a great place to get quick feedback and connect with other Fluffys users.

• Email: We do not have dedicated operation hours for email support. Rest assured, we will get back to you as soon as possible.
• Slack: The community is always active, and there’s a high chance you’ll receive faster feedback from other users here than through email.

Response Time

• Email: Our team will respond to your inquiries as soon as possible.
• Slack: The community is highly responsive, offering you a quicker way to get the help you need.

Support Process

Common Issues

Here are some of the common issues we can help you with:

• Account support
• Billing and purchases
• Refunds
• License questions
• Download issues
• Reporting a bug
• General help

Your satisfaction is our priority. We are dedicated to providing you with the best support and ensuring you have a positive experience with Fluffys. If you have any feedback on our support services, we would love to hear from you.

At Fluffys, we strive to ensure that our customers are satisfied with their purchases. While we adhere to the EU law regarding digital products, which does not require us to provide refunds if the product has been already downloaded, we do investigate every case of dissatisfaction thoroughly. Here’s what you need to know about our refund policy:

Eligibility

• We review all cases of dissatisfaction with a product.
• Refund requests must be made within 14 days of purchase.

Refund Process

To request a refund, follow these steps:

Required Information

When requesting a refund, please provide:

• Your order number
• The reason for the refund

Exceptions

• Refunds are not provided for products that have already been downloaded.
• Refunds are not provided for change of mind.

Refund Method

Refunds will be processed either as Fluffys Coins or to the original payment method used for the purchase.

Processing Time

We aim to process refunds as soon as possible. Please allow some time for our team to review and process your request.

We prioritize the security and privacy of our users. We implement robust measures to protect your data, secure your transactions, and maintain the integrity of our platform. Here’s an overview of our security practices:

Data Protection

• Encryption: We use advanced encryption methods to safeguard your personal data.
• Secure Servers: Your data is stored on secure servers with restricted access.
• GDPR Compliance: We comply with the General Data Protection Regulation (GDPR) to ensure your data is handled with the highest standards of privacy and security.

Payment Security

• SSL Certificates: All transactions on Fluffys are protected by SSL (Secure Socket Layer) certificates, ensuring that your data is encrypted during transmission.
• Secure Payment Gateway: We use Stripe, a secure payment gateway, to process all transactions, providing an extra layer of security for your financial information.

Account Security

• Password Policy: We enforce a strong password policy to help protect your account. We recommend using a combination of letters, numbers, and special characters.
• User Responsibilities: To keep your account secure, create strong passwords and avoid sharing your login and payment details with others.

Fraud Prevention

• Monitoring: Our system continuously monitors for suspicious activity to detect and prevent fraud.

Fluffys Coins are our way of rewarding you for being a valued member of our community. Here’s everything you need to know about earning, using, and managing your Fluffys Coins.

Earning Fluffys Coins

• Welcome Bonus: When you create a new account, you receive 50 Fluffys Coins as a welcome bonus.
• Referral Bonus: Invite a friend to join Fluffys. When they make their first purchase, you both receive 50 Fluffys Coins. Your friend gets an additional 50 coins on top of their welcome bonus.

Purchasing Products:

• Get back 5% of your cart total in Fluffys Coins when you purchase a product.
• During special promotions, you can earn up to 30% of your cart total in Fluffys Coins.

Coin Value

• Exchange Rate: Every 10 Fluffys Coins equals 1 euro.

Using Fluffys Coins

• Purchasing Products: You can use Fluffys Coins to purchase products on our platform.
• Non-Exchangeable: Fluffys Coins cannot be exchanged for real money.

Expiration

• Monthly Expiry: Fluffys Coins must be used within the month they are earned. Unused coins will expire at the end of the month.

Checking Your Balance

• Profile Page: You can check your Fluffys Coins balance on the Coins & Discounts page in your profile.

Need Help?

If you have any questions or issues regarding Fluffys Coins, please visit our Contact Page to get in touch with our support team.