Help and Support

Information on using the Affinity store.

Below you will find help and support for the Affinity store and your Affinity account. For all other enquiries please visit the Affinity forums or contact us on Twitter or Facebook.

Billing

What forms of payment do you accept?

We accept major credit cards such as Visa, MasterCard, and American Express.

Why do I see a $1 charge on my bank statement?

When you place an order on the Affinity store, we send over a request to your issuing bank for either a $0 or a $1 authorisation (different banks permit different amounts) to verify that the card is issued, and the bank will allow it to be authorised. Regardless of whether or not the authorisation is declined, we reverse our authorisation request immediately. However, even if the bank declines the authorisation, some people may still see an authorisation for $1 on their credit card statement. This is not a charge, and it will disappear from your statement; depending on the bank, in anywhere from a few minutes to a few weeks.

How do I obtain a VAT receipt?

You can create a VAT receipt for any order on your account. On your account homepage, click Order history and locate the order you wish to generate a VAT receipt for. Click View VAT Receipt and enter your details, click Create VAT receipt and a PDF VAT receipt will be generated.

Digital orders

How do I install Affinity software?

Please see our macOS and Windows installation guide.

How many computers can I install a digital product on?

Serif Software is platform specific. If you wish to use Serif Software on both Mac and Windows platforms, you must purchase a license for each.

As a private individual, you can download, install, use and run for personal use, one copy of the Serif Software directly on each computer running either (depending on your purchased license) Microsoft Windows (“Windows Computer”) or macOS (“Mac Computer”) that you personally own or control.

As a commercial enterprise, you can download, install, use and run one copy of the Serif Software for use either: (a) by one specific individual on each of the Windows Computer(s) or Mac Computer(s) (depending on your purchased license) that they use, own or control, or (b) by multiple individuals on a single shared Windows Computer Mac Computer(s) (depending on your purchased license) that you own or control.

An End User License Agreement (EULA) is offered to the user for acceptance on product installation and can be read here.

How do I download digital product updates?

Microsoft Windows:
When you launch your product, you’ll be prompted to download the latest update if available. On clicking Download you will be directed to a web page that will offer you the latest Windows release for your Affinity product.

macOS:
When you launch your product, your product will automatically check for updates and install them if required.

How do I download my digital product again?

You can download your digital product at any time by logging into your Affinity Account and visiting the Downloads & Keys option.

What is my Product Key?

As part of digital product installation, you are required to enter a special code, or Product Key, along with your Affinity Account’s email address (at time of order) before you are able to use your product. The Product Key is a security and anti-piracy measure that verifies that your app is genuine.

Where can I view my Product Keys?

When you purchase any Affinity digital product direct from the Affinity Store, a Product Key will be generated on order completion as part of your order receipt. It will also be sent to you via email.

If you want to pick up your Product Keys at a later date you can log into your Affinity Account. The Downloads & Keys page will display your products for download along with their email/product key combinations needed to complete each product’s installation.

I can’t validate my software when installing. My Product Key is definitely correct. Any ideas?

The Email field is also part of product validation, along with the Product Key. This must be the email address you used at the time of order. Look at your account’s Downloads & Keys page for the valid order email.

Where can I access my Serif Plus range downloads and product keys?

If you need to access your product keys and downloads for a Serif Plus range product and it was purchased before 14th May 2018 you can login to your serif.com legacy account here.

If you purchased your Serif Plus range product after 14th May 2018 you can login and access your product keys and downloads from the Affinity Store.

Physical orders

What countries do you ship to?

We currently ship to:

Europe
United Kingdom, Austria, Finland, Netherlands, Belgium, France, Portugal, Germany, Greece, Sweden, Denmark, Luxembourg, Spain, Italy, Ireland, Bulgaria, Lithuania, Malta, Hungary, Poland, Romania, Czech Republic, Slovakia, Slovenia, Cyprus, Estonia, Latvia, Switzerland, Norway.

North and South America
USA (incl. Alaska and Hawaii), Canada, Brazil, Costa Rica, Mexico.

Rest of the World
Hong Kong, Japan, Australia, New Zealand, Singapore.

Are there shipping costs involved for physical orders?

You’re presented with the shipping cost in your order summary just before placing your order. The cost is calculated by Serif.

How long does shipping take? What shipping methods do you use?

All orders are shipped via Amazon Logistics, the physical carrier may differ depending on your location. Please allow 5-7 business days for UK, Europe and US orders. For all other orders, please allow up to 28 business days.

How do I check my order status?

You will be sent an email as soon as your order is dispatched. You can also receive your order status by emailing affinityorders@serif.com. Please remember to include your name and order number in your request. We will provide a prompt update during business hours (9.00am-5.00pm Mon-Fri, GMT).

Will I be charged additional customs fees or import taxes?

No. All fees and taxes are paid by Serif.

Returns and Refunds

What is your returns policy?

We want you to be 100% satisfied with your Affinity purchase. If you are not satisfied with your product for any reason, you may return it within a 14 day period after receipt of your product to receive a full refund. Please email affinityreturns@serif.com with your name, order number and reason for returning the item to begin the process. If you are returning a physical item a returns label will be emailed to you for printing. If you do not have access to a printer, a physical label can be despatched to you upon request. After receipt of the return at Serif, a refund will be authorised within 2-3 days.

Affinity account

I haven’t received an order receipt email. What should I do?

Check your email junk folder for your order confirmation email. If it can’t be found, contact affinityorders@serif.com.

I have a question related to my account. Who should I contact?

Please contact affinityorders@serif.com.

Who should I contact in relation to my Affinity product?

Visit the Affinity forums for support, learning resources, and Beta versions.

Other

Do you provide volume/education licenses?

Please visit the Business or Education sections of the Affinity website for volume licensing details.

Still have other questions?

For additional information about Affinity, please contact us on Twitter or Facebook