FAQs
Last updated: June 10, 2025
Welcome to The Lilypad’s FAQ! Whether you’re new to digital scrapbooking or just need help downloading a kit at 2 a.m. (we see you, night owls), we’ve got answers.
If you don’t find what you’re looking for, contact us here and we’ll respond within 24–48 hours.
Shopping at The Lilypad
What products do you offer?
We offer digital scrapbook kits, paper packs, journal cards, templates, and other creative tools—all designed at 300dpi for high-quality printing or digital use. Products are available as instant downloads. No physical items will be shipped.
When are new products released?
We have two major release days:
- Froggy Friday – New releases every Friday at 20% off for the weekend
- SOSN (Something Old, Something New) – Every Wednesday, select new and old favorites are 50% off for the day. We also launch BYOC (Build Your Own Collection) on the first Friday of each month—a color-coordinated mix-and-match collection from all our designers.
Can I use the products more than once?
Absolutely! Once purchased, you can use the products as many times as you like for personal use. Modifying colors, resizing elements, or reusing pieces across multiple projects is encouraged. Just be sure to review each designer’s Terms of Use for specifics.
What size are the files?
- Papers are typically 12×12 inches in .JPG format
- Elements and cards are in .PNG format with transparent backgrounds
- Templates usually come in .PSD, .TIF, and .PNG formatsCheck individual product descriptions for exact specs.
Checkout & Payments
What payment methods do you accept?
We accept:
- Credit cards (Visa, Mastercard, Discover, Amex) via Stripe
- Google Pay
- Apple Pay
- Venmo
- PayPal (please note: we do not accept e-checks)
Note: Google Pay and Apple Pay availability may depend on your browser or device. Apple Pay is typically available via Safari on Apple devices. Google Pay works on supported browsers and Android devices.
All transactions are securely processed through encrypted payment platforms. We do not store your financial data.
How do I use a coupon code?
Make sure you’re logged in, add eligible items to your cart, and click “Apply a Coupon” in the cart view before checking out. Enter your code and click apply.
Why isn’t my coupon working?
Check the expiration date and product requirements (minimum totals, eligible items). If it still seems off, reach out to us.
How do I buy or use a gift certificate?
Gift certificates can be purchased here. To redeem one, enter your Gift Card ID in the “Add a Gift Card” box during checkout. If the value of the Gift Card is higher than your cart total, the remaining balance will stay on the same Gift Card ID and can be used later.
Do you offer refunds?
Due to the digital nature of our products, refunds are generally not offered. If you experience a technical issue or feel a refund is necessary, contact us and we’ll be happy to review it.
Downloads & Order Help
How do I access my downloads?
After checkout, you’ll be redirected to your download page. You’ll also receive a confirmation email. Can’t find it? Log into your account and go to Order History.
How long are downloads valid?
Downloads are valid for 30 days from the date of purchase and include 5 download attempts per file.
Can you reset my order after 30 days?
We do not reset download links after the 30-day window. Please make sure to back up your purchases to a secure external drive or cloud service.
My order says “Queued.” What should I do?
Sometimes during high traffic, your order may briefly show as “Queued.” Wait 10–15 minutes and refresh. If it doesn’t resolve, contact us with your order number.
What does “You have nothing to download” mean?
This usually happens when your link has expired or a product path needs to be corrected. Contact us with your order number and we’ll fix it quickly.
Why is my downloaded folder empty or giving errors?
Sometimes an incomplete download or a system hiccup causes this. Delete the original file and re-download. If problems persist, try a different unzip tool (like 7-Zip, CAMunzip, or The Unarchiver for Mac).
Digital Scrapbooking Basics
What is digital scrapbooking?
It’s the art of preserving memories using digital products and photo editing software. You can create scrapbook layouts, cards, or hybrid projects—all digitally.
What is hybrid scrapbooking?
Hybrid scrapbooking blends digital and physical. You might print digital papers for a traditional layout or add journaling digitally before printing a card.
What programs can I use?
Popular options include:
- Adobe Photoshop & Photoshop Elements
- Artisan by Forever
- Corel PaintShop Pro
- Affinity PhotoMost offer free trials.
- Canva
Where can I print my projects?
Trusted options include:
- Persnickety Prints
- Shutterfly
- Mixbook
- Blurb (Always check file requirements and resolution settings before uploading.)
Terms of Use & Licensing
Can I share my purchases?
No. All products are licensed for individual use only. Sharing download links or redistributing files violates our Terms of Use.
What about commercial use?
Some designers offer Commercial Use (CU) items. Always check the included TOU. If you’re unsure about licensing or scrap-for-hire usage, contact the designer directly.
Where can I find each designer’s TOU?
You’ll find it in the download folder of every product. Each designer sets their own terms.
Miscellaneous
How do I sign up for the newsletter?
Sign up here to get weekly product updates, challenge info, and exclusive offers.
My layout is being published—what do I do?
Congrats! We’d love to celebrate with you. Please email us the publication details and credit the designer and www.the-lilypad.com in your submission.
Can I submit layouts using your templates for publication?
Yes, with proper credit to the designer and The Lilypad.
Glossary of TLP Terms
| Acronym | Name | Description |
|---|---|---|
| TLP | The Lilypad | Our digital home |
| BYOC | Build Your Own Collection | A monthly mix-and-match release by all designers |
| FF | Froggy Friday | Friday new releases (20% off) |
| SOSN | Something Old, Something New | Wednesday sales (50% off select items) |
| TOU | Terms of Use | Designer-specific usage guidelines |
| CU | Commercial Use | Products that allow use in kits, etc. (with modification) |