Help - ELSA Support

Help

How do I Purchase from Elsa Support?

Elsa Support sells downloadable resources that you download yourselves, and a range of printed products (in Debbie’s Hive) that we send to you in the post. You can purchase these resources by PayPal, debit or credit card. Both options are displayed when you go through to checkout. You do not need a PayPal account to purchase. If you do not have a PayPal account then please click the black ‘Debit or Credit Card’ box shown in the picture below. This will allow you to pay as a guest of PayPal.

When you place an item in your basket, the highlighted icons in the ‘Type’ column informs you they are either downloadable by you or to be delivered by us. If there is a ‘Delivery’ charge in the total, also highlighted below – this means you have at least one item that is to be delivered in the post to you. Orders with both downloads AND printed products will be paid for and invoiced together, the link to download the resources will be provided immediately and any physical products will arrive a few days later in the post.

 

Setting up an account

The very first time you purchase from us you will be asked to create an account, this is done at checkout. You will be prompted to enter an email address and create a password, you will also be asked for a delivery address if you are ordering physical products to be delivered to you.

You will be asked to confirm the email address you have entered as this cannot be changed later.

Your resources will be in your download history on your account, you can login to the site and download them using the email address and password you have created. Any printed products will normally be delivered to your specified address within 3 – 5 working days.

Resource files

The vast majority of files are sold in zipped format which most computers and laptops will open automatically. If your computer is very old, then you may need to download an unzipper which can be found online and downloaded for free.

Zipped files will not open on a mobile phone or iPad unless you download an App to unzip these files. A zipped file allows us to organise your resources into folders for you. Each file within the zip file will be a PDF or occasionally a PowerPoint or image. We do say in our descriptions if the zipped file contains anything other than a PDF. PDFs will open on computers, phones and iPad’s.

We do recommend you use Adobe Acrobat reader to open our PDFs. This gives you great options for printing. Please note that Elsa Support is not responsible if you cannot open your files but we will try to help you to the best of our ability, so do contact us if you are struggling.

How do I get my resources?

After your purchase you will be redirected back to the site to download your resources. You will also receive an email with information on how to download your resources from Elsa Support should you not want to download them from the site immediately. This should arrive within a few minutes of your payment being received. If you think you have not received this email, please check your spam folder or check your school’s internet security has not rejected our email.

It is advisable to download your resources as soon as possible and save them to your computer. You can also download your resources from your purchase history by logging onto the site with your username and password. Click ‘My Downloads’ (see image below), you can download them from there. Your downloads are not guaranteed forever so it is important you save your resources to your computer as soon as you can. We do remove and update resources from time to time to ensure we are giving you the very best resources that we can, so if you haven’t downloaded your resources you may lose them.

This is what you will see when you go to ‘downloads’. You need to click download against each resource and save the file to your computer. You can also download the invoice for the resource should you require this for claiming money back from your school.

If you have purchased any of our printed products, you will receive an email from us confirming when it has been dispatched. You will receive the products in the post to your door generally within 3 – 5 working days from confirmation.

How can schools purchase?

Please go to the section on ‘Purchase orders’ to find out information on ordering through your purchase order system.

What do I do if I spot an error in a resource?

While we do our upmost to check thoroughly our resources mistakes do happen, we are human after all. If you spot an issue with any of our resources, then please contact us through our Contact Us or Facebook page.

Do you take requests for resources to be made?

YES! We love to create resources for you!  Whilst we can’t promise, we will certainly consider your request. As an added benefit you get the resource for free should we decide to make it!  If you do have a request, then please contact us through our Contact Us or Facebook page.

What is a ‘wishlist’?

This site has a ‘wishlist’ and you can save any resources you are thinking about buying in your wishlist. If you click a link to a resource but are not in a position to buy it just yet. You can simply save all your favourites to your wishlist and purchase them later on (see image below). Please note you need to be logged into your account to use the wishlist.

 

How can we sign up to the newsletter?

You can easily sign up to our newsletter using the form at the bottom of your screen. We send out emails weekly with updates to our website. You can unsubscribe at any time by just clicking ‘unsubscribe’ at the bottom of your newsletter. Please note that if you do not open your newsletter, you will be removed from our list after 6 months.

What is a single user licence?

When you purchase downloadable resources from us you are granted a single user licence. This allows you to use the resources as many times as you like, and with as many pupils as you like. You must not however share this resource with anyone else. Please respect our copyright and refer people to the website to purchase their own copy. For more information about copyright please look at our Terms and Conditions

If you have any further questions please do not hesitate to contact us

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