Question 1

How do I download my files?

Accepted Answer

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.

Question 2

What machine formats do you support?

Accepted Answer

Every major machine-embroidery format — PES, DST, JEF, HUS, VP3, EXP and BX. Each product lists the exact formats it includes.

Question 3

What exactly is in the download?

Accepted Answer

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).

Question 4

Can I re-download a design I bought earlier?

Accepted Answer

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.

Question 5

My machine needs a format you didn’t include — can you help?

Accepted Answer

Yes. Email support@embroiderynsewing.com with your order number and the format you need and we’ll add it wherever we can.

Question 6

Which licence do I need, and where are the terms?

Accepted Answer

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.

Question 7

How do membership credits work?

Accepted Answer

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.

Question 8

What is your refund policy?

Accepted Answer

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.

Question 9

How do I contact support?

Accepted Answer

Email support@embroiderynsewing.com — include your order number if it’s about a purchase — and a real person will help.

Help & FAQ