Help & FAQ

After payment your download appears on the confirmation screen, is emailed to you, and is saved in your account library to re-download any time.

Every major machine-embroidery format — DST, EXP, HUS, JEF, JEF+, PCS, PEC, PES, SEW, VP3 and XXX. Each product lists the exact formats it includes, and you get all of them in the download.

The stitch-ready machine files for every format listed on the product page — download the one your machine reads, and the rest stay in your library too. Transfer files to your machine the way its manual describes (usually a USB stick or your machine’s own software).

Yes, as often as you like. Every design you buy is saved in your account library to re-download forever, in every included format. For your security we may occasionally ask you to confirm a one-time code sent to your email before a download starts.

Yes. Email [email protected] with your order number and the format you need and we’ll add it wherever we can.

Personal covers gifts and items you keep; Small business and Extended cover selling finished items you stitch. You pick the licence on the design page, and the full details are in our Licence Guide — linked in the footer of every page.

Credit plans add a set number of download credits to your account each billing period — one credit unlocks one design of your choice. Unused credits roll over while your membership is active, and every design you unlock stays in your library to re-download forever, even if your membership ends. All-Access plans skip credits entirely: every design is included.

Because designs are instant digital downloads they are generally non-refundable, but if a file is faulty or won’t stitch out we’ll fix it or refund you.

Email [email protected] — include your order number if it’s about a purchase — and a real person will help.