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.

Every design comes with a personal-use licence: stitch it for yourself, your family and friends, or as one-off gifts. Finished items are not for sale, and the file itself may never be shared or resold. The full details are in our Refund Policy and Terms.

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.

Designs are instant digital downloads, so all sales are final and we do not offer refunds, returns or exchanges. If a file won’t stitch out, email [email protected] with your order number and we’ll work with you to put it right — we reply within 2 business days.

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