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Frequently Asked Questions - Help
Frequently Asked Questions (Help)
- How do I order your designs?
- Browse the on-line shop Catalog until you find the design(s) you wish to purchase. Click the button to add the product to your shopping cart after selecting the file format for your machine and any other options. When you feel you have everything that you need, go to your shopping cart and click on "Check out". If you have any discount codes, you can apply them to the shopping cart just pefore checking out. You will be asked to choose a method of payment and then agree to the terms. We only accept PayPal. You should receive a confirmation e-mail after your payment has cleared with download links for the designs.
- Why can't Log In to my account?
- When you create an account with Incanto Embroidery, you will receive a confirmation email with a link to "confirm" your account. If you do not receive this email it is probably because it is detected as spam. Please add info@incantoembroidery.com to your contacts/safe senders list to ensure that you receive these transactional emails. If you still experience problems contact us immediately using the 'Contact Us' link in the footer of every page or click HERE and we will do everything we can to help resolve the problem.
- Why can't Log In to my account?
- If you experience problems trying to create an account, changing currency settings or adding products to the shopping cart, it is probably because you have disabled Javascript in your browser. Please verify that Javascript is enabled and try again.
- How and when will I receive your designs?
- Our designs are available for instant download once your payment has cleared. You will receive an e-mail notice with a link to your download. Purchaced designs can be re-downloaded in the future by logging in and accessing your account information. You can download the designs up to 10 times, afterwhich the links will no longer be valid.
- What do I do if the files are corrupted?
- Please do not panic. Contact us immediately using the Contact Us link in the footer of every page or click HERE and we will help you solve the problem.
- What is your refund policy?
- Due to the nature of electronic goods, we will not issue refunds on downloadable items or video tutorial subscriptions. However, if you download any damaged or corrupt files, we will provide you with another copy of the item and will work to correct all order issues. If you are unsure that your hardware will support our designs, please download one of our Free Designs first. We guarantee only the quality of the files and formats we provide. If you purchase our designs for conversion or resizing, then you do so at your own risk. We are not responsible for the quality of the converted or resized files or failure to convert or to resize them. Please allow at least 48 hours for replacement files(s) to be issued after reporting damaged or corrupt files.
- What file formats do you offer?
- Our embroidery designs are available in the following machine embroidery formats: Brother/Baby Lock/Bernina (PES), Viking/Husqvarna (HUS), Janome (JEF), Pfaff (VIP), Tajima (DST). Some very large designs may not be available in all formats as these are incompatable with hoop sizes for certain machines. Carefully read the products description to make sure that the design fits in your hoops.
- What is your copyright policy?
- You can sell or give away items that you produce with our designs. However, you cannot sell or share the design file. This policy also applies to our free designs. If you know someone who would like our designs (even the free samples), please ask them to visit our website. For detailed information please see our Terms & Conditions
- Newsletters - why don't I receive them?
- Newsletters are sent out to announce new products at Incanto Embroidery and we generally try to update at least once a month. If you are not receiving this email newsletter it is probably because it is detected as spam. Please add newsletters@incantoembroidery.com to your contacts/safe senders list to ensure that you receive these transactional emails.
- Gift certificates - how do they work?
- You can find detailed information regarding gift certifictes HERE
- I have more questions, who do I contact?
- If you have questions that are not covered by this Help, then please do not hesitate to contact us using the Contact Us link in the footer of every page or click HERE
