FAQ
📦 How downloads work
When will I recieve my files?
Instantly. Digital downloads are delivered automatically to your email as soon as payment is confirmed.
Check your spam/junk folder if you don't see it within 5 minutes. Still missing? Contact us at contact@hausofunequal.com with your order number and we'll help.
How many times can I download my files?
Each order allows up to 3 downloads. If you've hit the limit or lost access, contact us at contact@hausofunequal.com with your order number.
My download link isn't working. What do I do?
Check your spam folder first. If the email isn't there, contact us at contact@hausofunequal.com with your order number and we'll resend it manually.
Can I purchase files as a gift for someone else?
Unfortunately not. Each purchase comes with a licence tied to your IMVU CID, so files cannot be transferred or gifted to another account. If you'd like to treat someone, we do offer gift cards — they can then purchase and licence the files under their own account.
Do I need an account to purchase?
Yes. Accounts are made in order to provide your IMVU CID for licensing and to prevent DCMA Takedowns.
💳 Pricing & Refunds
What is your Refund Policy?
All sales are final once a download link has been accessed. Due to the nature of digital goods, we're unable to offer refunds on files that have already been downloaded — this is standard practice under UK consumer law for digital content. If you believe you've received a faulty or incorrect file, contact us at contact@hausofunequal.com and we'll make it right.
Can I pay with IMVU Credits or Developer Tokens?
All purchases on this store are made in real currency only. We don't accept IMVU Credits or Developer Tokens as payment.
What currencies do you accept?
Our store is priced in GBP originally. Shopify will automatically convert to your local currency at checkout depending on your region.
Do you offer discounts or sales?
Yes — we run seasonal sales and Discord-exclusive promotions. Join our Discord community to get early access to deals and member-only discount codes.
Do you offer gift cards?
Yes. Gift cards are available in the store and are a great way to let someone choose their own files.
📜 Licensing & Permissions
What am I allowed to do with purchased files?
All files are licensed for personal use. You may use textures and meshes to create and sell your own IMVU derivable products with the PID provided per download. You may not redistribute, resell, or share the original and/or edited files with others.
Can I set products I make using your files as derivable?
All products will state if you may set as derivable with a simple;
✅Derivation licence included
❌Derivation licence excluded
However, the base mesh or texture files themselves must not be made directly accessible to derivers — apply them in a way that keeps the original files protected.
Can I use these files for platforms other than IMVU?
Only if the product listing explicitly states cross-platform use is permitted. Unless stated, licences are IMVU-specific.
I purchased a Substance Painter file. What can I do with it?
You may use the SPP file to create and sell your own IMVU derivable textures. You may not extract or redistribute the mesh, resell the SPP file itself, or share it with others.
Why is there a 50 credit derivation fee on some products?
Products that require derivation on IMVU carry a small 50 credit fee set by us. This acts as a purchase verification trail and helps protect our work from unauthorised use. The fee also helps keep our Shopify prices lower.
Can I use your files for commercial projects outside of IMVU?
No. Standard licences cover IMVU use only. If you have a specific commercial use case in mind, contact us to discuss extended licensing.
⚙️ Tech Support & Compatibility
What software do I need to use these files?
Textures (.png): any image editor or directly in IMVU Studio
Meshes (.fbx): IMVU Studio or Classic
Substance Painter files (.spp): Adobe Substance Painter 3D
I'm having trouble importing the mesh into IMVU Studio. What should I do?
Check the How to Use guide included with your download — each product includes step-by-step import instructions. If you're still stuck, join our Discord where the community and support team can help.
The textures don't look right on my avatar. What's wrong?
Make sure you're applying textures to the correct material IDs as listed in the product guide. Applying to the wrong slot is the most common cause of display issues.
Are your products compatible with all IMVU avatars?
Compatibility varies by product. Check the product listing for specific compatibility information before purchasing.
I've lost my files. Can I redownload them?
Yes, up to 3 times. Log into your account or check your original order confirmation email for the download link. If you've exceeded the limit, contact us with your order number.
🎨 Commissions & Requests
Do you take custom commissions?
Occasionally. We take on a limited number of commissions for custom 3D assets. Contact us at contact@hausofunequal.com with a description of what you're looking for and we'll let you know if it's something we can take on.
Can I request specific colours or variations of existing products?
You can suggest them. We take community requests seriously and often factor them into upcoming releases. The best place to make requests is our Discord server.
How long do commissions take?
Timelines vary depending on the complexity of the project. We'll give you a clear estimate before any work begins.
Do you collaborate with other creators?
Yes, selectively. If you're an IMVU creator interested in a collaboration, get in touch via Discord or email.