Frequently Asked Questions
GOT QUESTIONS?
Find answers to common inquiries below from download access to file formats and usage terms. For those who have purchased templates, remember there's a detailed help guide included with your files for technical guidance.
Due to the digital nature of our products, we don't offer refunds and exchanges. Please read the product description carefully before making a purchase. If you have questions or need help before making a purchase, please don't hesitate to reach out to us here.
At Sonderpath Studio, we exclusively sell digital products. Once your payment is successfully processed and your account is registered and verified, you will receive instant access to your digital downloads. No physical products will be shipped.
Delivery Process
- All digital products are delivered instantly via email and available for download in your registered and verified account upon payment confirmation.
- You will also receive a confirmation email with a download link for easy access.
If you encounter any issues accessing your digital products or have any questions, please reach out to us and we’ll be happy to assist you.
After your purchase, you’ll receive an order confirmation email. Once your order is processed you’ll receive a second email with your download link. This link takes you directly to your Template Library, where all your purchased templates are stored.
You can also access your Template Library anytime by signing in to your account. Just note that it may take a few minutes (typically up to 3) for your templates to appear after purchase.
In some cases, there may be a short delay if additional checks are needed; usually related to billing or account details. If that happens, we’ll follow up with you via email as soon as possible.
If you haven’t received your confirmation or download email, here are a few things to check first:
- Check your spam or junk folder
- Make sure the email address entered at checkout was correct
- Sign in to your account. Your order may already be visible in your Template Library (please allow up to 3 minutes for it to appear)
If your payment appears to have gone through but you didn’t receive confirmation:
- Double-check that your billing address (especially the postal code) matches the one linked to your payment method
- Ensure all business details were entered correctly at checkout
- Occasionally, if there’s a mismatch, your bank may temporarily hold the funds even if the order didn’t fully complete. These holds usually clear within a few working days.
Still unsure? Reach out with your order details and we’ll look into it as soon as possible.
In most cases, this is related to elements placed on the Parent Page (in Adobe InDesign) or the Master Slides (in PowerPoint). This is where elements like logos, footers, or background details are housed, so they won’t be directly editable on regular pages or slides.
To make changes:
- In Adobe InDesign, go to Parent Pages (formerly called Master Pages) to edit global elements
- In PowerPoint, open the Slide Master view to update the logo, footers, or recurring layout elements
Your purchase also includes a Help Guide that covers these steps in more detail, along with answers to other common questions. You can find this guide in your download folder.
Still need help? Send us an email here.
Yes, technical support is available to assist you. We recommend first consulting our comprehensive help guide, which addresses many common queries and provides detailed instructions. If you require further assistance, please don't hesitate to reach out to us through our contact page. It's important to note that our templates are designed for designers familiar with Canva and/or Adobe InDesign.
Canva & Adobe InDesign
Used for: Investment Guide, Fee Proposal, Design Presentation, Welcome Guide, Client Handover & Care Guide, Portfolio
Google Sheets
FFE Schedules only
PowerPoint
Available for:
- Bianchi (FFE Schedule is Google Sheets)
- Atelier 77 (excludes Investment Guide, Welcome Guide, FFE Schedule)
- Franke
- Miro (FFE Schedule is Google Sheets)
- Templeton (FFE Schedule is Google Sheets)
Google Forms
- Client Questionnaires
- Feedback Request Form (as part of the Client Handover & Care Guide template)
Canva only
Social Media Template Pack
When choosing between Adobe InDesign and Canva for your design needs, it's important to understand the capabilities and limitations of each tool to determine which best suits your project's requirements.
Adobe InDesign is a professional-level desktop publishing software that provides extensive control over layouts, detailed graphic management, and sophisticated typography. It's ideal for complex design projects that require meticulous detail and precision. Since InDesign is a desktop application, it allows you to work offline, which is perfect for uninterrupted productivity.
Canva is a user-friendly online tool that simplifies graphic design. It's excellent for creating visual content quickly, including mood boards and basic layouts. Canva is designed for ease of use and is ideal for those who are newer to design or need to produce attractive designs without a steep learning curve. However, being an online platform, it requires an internet connection to function.
Transferring Designs:
- From InDesign to Canva: You can start your design in InDesign and save it as a PDF. This PDF can then be uploaded to Canva for further editing. However, be prepared for potential adjustments as the conversion might not be seamless. For instance, some text might not align correctly, or line graphics may not appear as intended, requiring manual corrections in Canva.
- From Canva to InDesign: Exporting your Canva designs as PDFs and importing them into InDesign will treat them as images. This limits direct editing of design elements, and significant modifications would involve recreating elements in InDesign.
If your work demands deep customisation and precision, starting directly in InDesign is advisable. Use Canva for simpler, quicker tasks where high flexibility and detail are not as crucial. Each tool has its place in the design process, and choosing the right one can depend on the specific needs of your project.
All our collections (Faulkner Hay, Miro, Franke, etc.) contain the same core templates. They differ in visual style, layout, and typography. Think of it as the same room arranged in different ways. The function remains, but the feeling changes. Choose the collection that best reflects your design sensibility and how you want to present your work to clients.