Help with your crossword

Where do I find my Etsy order number?

On the receipt Etsy e-mailed you, and on Etsy under You → Purchases and reviews: open the order and the number is at the top. Type it into the tool with or without the # — we strip spaces and punctuation either way.

The tool says my order number or code is not recognised

One of four things is usually true:

• the order has not finished paying yet — wait a couple of minutes and try again;
• the code was typed from a different listing’s PDF — use the code printed on the PDF from this order;
• the number belongs to a different shop’s order;
• all the puzzles included in the order have already been made.

We deliberately do not say which one it is, because that would let a stranger fish for valid order numbers. If it still fails after a few minutes, use Contact shop on Etsy and we will sort it out.

The Etsy app will not download my file

Etsy’s app cannot download digital files at all — that is Etsy’s own limitation, not ours. Open etsy.com in a web browser (on the same phone is fine), sign in, go to You → Purchases and reviews, and download from there.

I closed the tab / my browser crashed

Nothing is lost. Either:

• open the bookmark the tool gave you when you unlocked it — it goes straight back into your puzzle; or
• go to the tool again and unlock with the same Etsy order number and code.

Both work for 14 days from your order.

I want to change a clue, or I do not like the wording

Every clue is editable before you generate the puzzle: type over it, or ask for a new draft (up to twenty re-draws per puzzle). Nothing is printed until you tick I have read and approved every clue.

If you have already downloaded the PDF and want a different version, you can make another puzzle from the same order: each order includes three finished puzzles, which is enough to fix a spelling and still have one spare.

Is this written by AI?

Partly, and you are in charge of it. Inside our design tool an AI writing assistant suggests answer-and-clue wording from the memories you type. You read, edit and approve every single clue before the puzzle is made — nothing is printed that you have not approved. The crossword design, grid engine, typography and layout are our own original work.

If the assistant is unavailable, the tool simply opens in manual mode and you write the clues yourself; the grid, the preview and the PDF never needed it.

What happens to the memories I type in?

• They are stored only to build your puzzle, and are deleted 24 hours after your finished PDF is made (or seven days after you last touched an unfinished puzzle).
• Your finished PDF and its layout are kept for 14 days so you can re-download them, then deleted.
• We never ask for your e-mail address, and nobody reads your memories in the ordinary course of making the puzzle.
• Keep your own copy of the PDF: after the 14 days it is gone from our side.

Full detail is in our privacy notice, linked at the foot of this page.

How many times can I use my order?

Per order: three finished puzzles, twenty clue re-draws each, ten downloads, and a 14-day window. Ordering more than one copy gives you that again for each copy.

How do I print it?

It is an A4 PDF: page 1 the puzzle with its clue lists, page 2 the full solution, and page 3 your order confirmation (for your records, not part of the gift). Print it at home on ordinary paper, or send the file to any print shop. Print it as many times as you like — for the recipient, for the table, for the whole family.

I have changed my mind and want a refund

Tell us within 14 days of your order, through Contact shop on Etsy or by email to contact@keepsakeclues.com, and we will refund you. You do not need to give a reason. This applies unless you ticked the start box in the tool and the tool has already made your puzzle; if you did not tick it, nothing is made during the 14 days. The details and the model form are on the Right of withdrawal page.

Nothing here answered my question

Use Contact shop on your Etsy order. It is the quickest way to reach us, and it keeps your order and our reply in one place. You can also email contact@keepsakeclues.com.