FAQ
How Long Does Delivery of Personalized Products Take?
Our personalized cushions, toiletry bags, and health record covers are custom-made for you. Delivery time is 1-2 weeks from receipt of order.
How Can I Download My Files?
After successful payment, you will automatically receive an email with a download link. You can download your embroidery files directly via this link.
Important: Please ensure that the email address you provide during the order is correct.
How Long is the Download Link Valid?
The download link is valid for one year.
Can I Download Files Later?
Yes, of course! You can find your ordered files at any time in the download portal under "My Downloads" in the main menu.
In which Formats are the Embroidery Files Available?
All embroidery files are provided as a ZIP folder for download. After unpacking, you will find the files in the following common formats:
DST, EXP, HUS, JEF, PES, PEC, SEW, VP3, XXX
All formats are included in the ZIP folder.
Do You Need a Different Format?
Please contact us – we will gladly create additional formats upon request.
What Instructions Do I Receive?
For each embroidery file, you will receive detailed instructions in both German and English.
Which Hoop Size should I Choose?
The appropriate hoop size depends on the sizes your embroidery machine can process.
How to find the right size:
- Check the operating manual of your embroidery machine to see which hoop sizes are available
- Select an embroidery file whose design size is not larger than your hoop size
- Example: If your embroidery machine has a 13x18 cm hoop, you can choose all files available in 13x18 cm or smaller
Important: The embroidery design must fit completely within your embroidery hoop.
How Do I Transfer the Embroidery File to My Embroidery Machine?
Step 1: Unpack the ZIP file
- Open File Explorer and navigate to the downloaded ZIP file
- Right-click on the ZIP file
- Select "Extract All" from the context menu
- Confirm the save location
- A new folder containing all embroidery files in various formats will be created
Step 2: Transfer files
- Select the file format suitable for your embroidery machine
- Transfer the unpacked files to your embroidery machine via USB stick or cable
Most common error: The ZIP file was not unpacked before being transferred to the embroidery machine. Embroidery machines cannot directly read packed ZIP files – unpacking is mandatory!
What Do I Do if the Embroidery File Does not Work?
Please do not hesitate to contact us! We will be happy to assist you with technical questions.
Can I Return Personalized Products?
No, personalized products (cushions, toiletry bags, health record covers) are excluded from exchange and return, as they are custom-made for you.
Can Digital Embroidery Files be Returned or Exchanged?
No. As these are digital contents that can be downloaded immediately after purchase, embroidery files are excluded from the right of return and exchange.
What should I Do if Products are Faulty or Damaged?
Should you receive a faulty or damaged product, please contact us immediately. We will work together to find a satisfactory solution.
How Do I File a Complaint?
For complaints, please contact our customer service. Please include the following information in your message:
- Order number
- Description of the problem
- Photos (if applicable)