Frequently Asked Questions

Are your designs refundable?

Custom digitized designs are not refundable once we have started work, because they are made specifically for your artwork and cannot be resold. What we offer instead is up to ten free revisions, so the file ends up right.

We do refund where the fault is ours — a corrupted file, the wrong format, or work we could not deliver — and where a payment was duplicated or unauthorised.

Ready designs are instant downloads. Because the file reaches you the moment you pay, they are not refundable once downloaded, except where the file itself is faulty. Full details are on our refund policy page.

What if my machine has trouble with the file?

Always run a test stitch-out on similar fabric before a full production run. Fabric, stabiliser, thread and machine tension all vary, and a test is the only way to see how a design behaves on yours.

If it needs adjusting after that test, tell us and we will revise it free of charge. We cannot be responsible for fabric, thread, garments or machine damage — see our terms.

Do you sell my designs or share my artwork?

Never. Your artwork and your files stay confidential. We do not sell them, share them, or reuse them in our own catalogue. See our privacy policy.

Why flat pricing instead of per-stitch?

Because you can plan around it. Per-stitch pricing means you do not know the cost until the work is done, which is no use to a small business quoting a customer of their own. Flat pricing is simpler for you and honest for us.

What file formats do you provide?

Embroidery: DST, PES, EXP, JEF, XXX, VP3, HUS, SEW. Vector and print: SVG, PNG, AI, EPS, PDF, DXF.

Tell us your machine or your software when you order and we will send the right ones.

How long does it take?

Most work is delivered within 24 to 48 hours. A rush option at checkout turns it around in 2 hours for an additional fee. Your delivery time is shown on your tracking page from the moment payment clears.

How do I get my files?

By email — a private link to your own tracking page, where you download them. The link works for seven days, so save the files somewhere safe once you have them.