HELP & INFORMATION
Frequently Asked Questions
Everything you need to know about our premade stream designs, downloads, compatibility, licensing, and support.
1. Orders & Downloads
What will I receive after purchase?
You will receive the digital files listed in the product description. Depending on the product, this may include stream screens, overlays, webcam frames, panels, alerts, animations, editable files, and setup instructions.
Please review the What’s Included section before purchasing, as every package contains different files.
How will I receive my files?
Your files will become available for download after your payment has been successfully completed. You can normally access them through your order confirmation page, confirmation email, or the Downloads section of your Exxstence Design account.
Will I receive a physical product?
No. All products sold by Exxstence Design are digital downloads. Nothing will be physically manufactured or shipped to you.
Do I need to create an account before purchasing?
An account is recommended because it gives you a convenient place to view your orders and access eligible downloads. Guest checkout availability may depend on the checkout settings active at the time of purchase.
What should I do if I cannot find my download?
First, check:
- Your order confirmation email
- The Downloads section of your account
- Your spam, junk, and promotions folders
If the files are still unavailable, contact us and include your order number and the email address used during checkout.
How do I open the downloaded files?
Most packages are supplied inside a ZIP folder. Download the folder to your computer and extract it before attempting to open or import the files.
On Windows, right-click the ZIP file and select Extract All. On macOS, double-click the ZIP file.
2. Product Details & Compatibility
Which streaming programs can I use?
Most stream assets are designed for software such as OBS Studio and Streamlabs Desktop. Compatibility can differ between products, so always check the individual product description before purchasing.
Can I use the designs on Twitch, YouTube, or Kick?
Yes. Unless otherwise stated, the designs can be used as visual assets for your own streaming channel on platforms such as Twitch, YouTube, and Kick, subject to the Exxstence Design licence terms.
Are the products animated?
Some products are animated, some are static, and some include both versions. The animation type is shown in the product description and product attributes.
What file formats are included?
The included file formats depend on the product and may include:
- PNG
- JPG
- MP4
- WebM
- MOV
- PSD
- After Effects project files
The exact formats are listed on each product page.
What resolution are the designs created for?
Most full-screen stream designs are created in a 16:9 aspect ratio, commonly at 1920 × 1080 pixels. Any different dimensions or aspect ratios will be stated on the product page.
Are fonts included?
The product description will state whether font files are included. When a font cannot be redistributed, the package may instead provide its name or a link showing where it can be obtained.
Do I need additional software?
That depends on how you intend to use the files. Exported PNG, MP4, or WebM assets can generally be imported directly into compatible streaming software.
Editable source files may require software such as Adobe Photoshop or After Effects. Required software will be listed on the product page.
3. Editing & Customization
Can I change the text?
Text can only be changed when editable files are included or when the product is specifically advertised as customizable.
Flattened image and video files cannot be edited in the same way as source files.
Can I change the colours?
Colour editing depends on the included file formats. Editable project files may allow more extensive adjustments, while exported PNG or video files may have limited customization options.
Please check the product description before purchasing.
Are editable source files included?
Only when they are specifically listed under What’s Included. Purchasing an exported design does not automatically include the original Photoshop, After Effects, or other working files.
Do you provide custom designs?
The main shop focuses on premade digital products. Availability for custom commissions or personalized work may be announced separately.
Can you modify a premade package for me?
Custom changes are not included automatically with a premade purchase.
Contact Exxstence Design before purchasing with a description of the requested changes. We will confirm whether the customization is possible and whether an additional fee would apply.
Are the product previews customizable?
Preview images demonstrate how the finished design may look. Decorative mockups, device frames, sample usernames, and other presentation elements shown only for display are not necessarily included.
Always refer to the product’s What’s Included section.
4. Licensing & Usage
Are the designs exclusive?
No, unless a product is specifically described as exclusive. Premade products may be purchased and used by multiple customers.
Purchasing a product does not remove it from the shop or prevent another customer from purchasing it.
Can I use the files for my own stream?
Yes. You may use the purchased files for your own streaming channel and its associated branding, subject to the Exxstence Design licence terms.
Can I use the design on several streaming platforms?
You may normally use the design across the streaming and social platforms connected to the same channel or brand.
Separate channels, clients, companies, or unrelated brands may require additional licences.
Can I resell or share the files?
No. You may not resell, redistribute, share, upload, sublicense, gift, or otherwise provide the original or modified files to another person.
This includes sharing files privately, uploading them to template websites, or including them inside another digital product.
Can I claim the design as my own creation?
No. Purchasing a licence gives you permission to use the design. It does not transfer copyright or authorship of the original work.
You may not claim that you created the original design or register it as your own intellectual property.
Can I modify the files?
You may make permitted modifications for your own channel, such as changing editable text or colours.
Modified versions remain subject to the original licence and may not be resold, shared, redistributed, or offered as templates.
Can I use the files for a client?
The standard licence is intended for the purchaser’s own channel or brand unless the product description states otherwise.
Contact Exxstence Design before using the files for a client, agency project, team, or unrelated third party.
Can I use the assets in merchandise or products for sale?
No, unless separate written permission is provided. The standard licence does not allow the designs to be printed on merchandise, included in products for sale, or used as part of another downloadable product.
5. Refunds & Order Problems
Can I return or exchange a digital product?
Digital products cannot be returned in the same physical sense as ordinary goods after they have been downloaded or supplied.
Where legally applicable, checkout should obtain the customer’s express consent to immediate digital delivery and acknowledgment that the withdrawal right is lost once supply begins. This does not remove the customer’s rights when digital content is faulty, materially different from its description, or does not work as promised.
Please review the product description, compatibility information, included files, and licence terms carefully before purchasing
What happens if I purchase the wrong product?
Contact us as soon as possible and explain what happened.
Because access to digital content may already have been provided, an exchange or refund cannot be guaranteed. Each request will be reviewed based on the circumstances and applicable consumer rights.
What happens if a file is missing or damaged?
Contact us with:
- Your order number
- The email used during checkout
- The affected file name
- A description or screenshot of the problem
If the supplied files are incomplete, corrupted, or materially different from the product description, we will investigate and provide appropriate assistance.
What should I do if the files do not work with my software?
First, confirm that your software and version match the compatibility information shown on the product page.
Then review any included setup instructions. If the problem continues, contact us with details about the software you use and any error message you receive.
Will I receive a refund if I do not have the required software?
A refund cannot normally be guaranteed when the required software, file format, or compatibility information was clearly provided before purchase.
Please check all technical requirements carefully before ordering.
6. Support
Do you provide installation support?
We can help explain how the supplied files are intended to be imported or used and clarify the included instructions.
Support does not automatically include:
- Complete OBS or Streamlabs configuration
- Troubleshooting unrelated third-party software
- Custom editing
- Installation of fonts or external programs
- Changes to unsupported software
How can I contact support?
Use the contact form on our Contact page or email us directly at info@exxstence.com. When contacting us about a purchase, please include your order number.
For your security, never send passwords, payment card details, or other sensitive information.
How quickly will I receive a response?
Messages are answered as soon as reasonably possible. Response times may be longer during weekends, holidays, product releases, or periods of high demand.
What information should I include in a support request?
Include:
- Your order number
- The email used during checkout
- The product name Your streaming or editing software
- A clear description of the issue
- A screenshot or error message, when relevant
This will help us understand and resolve the issue more efficiently.
Still have a question?
Send us a message and include your oder number when contacting us about a purchase