Support

Last updated: November 6, 2026

Questions about Once Upon Us or your order? Email info@onceupon.us.com — we reply within 2 business days.

FAQ

Was I charged? On the website, only if you completed checkout on Creem; your receipt from Creem is in your inbox, and the charge shows as CREEM.IO* STORE on your statement. In the iPhone app, purchases are in your Apple Account's purchase history; in the Android app, in your Google Play order history. A film is a one-time payment — no subscription.
I bought a film in the app but don't see it. Open the app and tap Restore on the purchase screen; your paid film comes back and you can carry on where you left off. Still missing? Email us.
When is my film ready? Usually within 30 minutes after you tap to make it. On the website we email you a private link; in the apps it appears under Our films.
I lost my link. Write to us from the address you ordered with and we'll send it again.
Where are my photos? Uploaded privately and used only to make your film. Write to us and we'll delete them.
How do I get a refund? Website orders: email us or use creem.io/my-orders/login within 14 days of your order. App Store purchases: Apple handles refunds at reportaproblem.apple.com. Google Play purchases: see Google Play's refund page.
Something in my film looks wrong or offensive. Tap Report a problem on the film in the Android app, or email us with the film's link; we review every report.